Customer relationship management

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Customer relationship management

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Customer relationship management

  1. 1. 1
  2. 2. CUSTOMER RELATIONSHIPMANAGEMENT (CRM)…BYNAZISH KHALID2
  3. 3. AGENDA What is CRM? Workflow of CRM Views of CRM Activities involved Why organizations need CRM? Benefits of CRM Impacts of CRM CRM in Pakistan3
  4. 4. WHAT IS CRM?“Process of creating and maintainingrelationship with businesscustomers and managing eachcustomer’s information.”4
  5. 5. WORKFLOW OF CRM Collecting customer data and information Analyzing data to predict customerbehavior Applying the results of analysis Measuring results Repeating the process5
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  7. 7. 5 views of CrmMarketingautomationCustomerself-serviceService andservicefulfillmentE-commerceSalesautomation7
  8. 8.  Marketing Automation …designed to get the right mix of the company’sproducts and services in front of each customer atthe right time. Sales Automation Collaborative tools that enable all parties to thetransaction to interact with one another Service and Service Fulfillment Involves the customer retention and maintainingthe needs of the customer you already have.8
  9. 9.  Customer Self-Service e-CRM. Capabilities that can be directly invokedby the customer on the internet via PC andwireless devices. E-Commerce capabilities such as shopping, marketplace,transaction and payment processing, and e-commerce security9
  10. 10. ACTIVITIES INVOLVEDWeb, Email, Wireless• 24x7• VisualCall Centre• Convenient• ImmediateField Sales• Hands-onResellers• LocalCustomers10
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  12. 12. WHY ORGANIZATIONS NEED CRM? To increase profit To improve customer services To increases customer satisfaction To reduce cost To reduce staff stress Enables instant market research12
  13. 13.  To grow your business Growth in no of customers Long term profitability &sustainability13
  14. 14. BENEFITS OF CRMCRMReducedexpensesIncreasedmarketshareImprovedservicesIncrease inprofitMakingNewcustomerIncreasesalesrevenueEffectivesales14
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  16. 16. CRM IMPACTs On organization Shifts the focus from product tocustomer Streamlines the offer to what thecustomer requires, not what theorganization can make Competition for effective CRMprocess is created16
  17. 17.  Establishes and maintainscustomer rapport Produces positive feelings in theorganization and the customers17
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  19. 19. Crm in Pakistan Govt. agencies…political parties Banking sector…Soneri bank Cellular networks…Ufone19
  20. 20.  Telecommunication networks…PTCL Service providers…McDonalds20
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  22. 22. ‹#›
  23. 23. SUMMARY Meaning of customer relationshipmanagement How CRM operates Different views of CRM Activities undertaken by companiesto generate CRM23
  24. 24.  Advantages and benefits of CRM Effects of CRM on an organizationsactivities CRM operations in Pakistan24
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