Customer relationship management

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Customer relationship management

Customer relationship management

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  • 1. 1
  • 2. CUSTOMER RELATIONSHIPMANAGEMENT (CRM)…BYNAZISH KHALID2
  • 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. WHAT IS CRM?“Process of creating and maintainingrelationship with businesscustomers and managing eachcustomer’s information.”4
  • 5. WORKFLOW OF CRM Collecting customer data and information Analyzing data to predict customerbehavior Applying the results of analysis Measuring results Repeating the process5
  • 6. 6
  • 7. 5 views of CrmMarketingautomationCustomerself-serviceService andservicefulfillmentE-commerceSalesautomation7
  • 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.  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. ACTIVITIES INVOLVEDWeb, Email, Wireless• 24x7• VisualCall Centre• Convenient• ImmediateField Sales• Hands-onResellers• LocalCustomers10
  • 11. 11
  • 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.  To grow your business Growth in no of customers Long term profitability &sustainability13
  • 14. BENEFITS OF CRMCRMReducedexpensesIncreasedmarketshareImprovedservicesIncrease inprofitMakingNewcustomerIncreasesalesrevenueEffectivesales14
  • 15. 15
  • 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.  Establishes and maintainscustomer rapport Produces positive feelings in theorganization and the customers17
  • 18. 18
  • 19. Crm in Pakistan Govt. agencies…political parties Banking sector…Soneri bank Cellular networks…Ufone19
  • 20.  Telecommunication networks…PTCL Service providers…McDonalds20
  • 21. 21
  • 22. ‹#›
  • 23. SUMMARY Meaning of customer relationshipmanagement How CRM operates Different views of CRM Activities undertaken by companiesto generate CRM23
  • 24.  Advantages and benefits of CRM Effects of CRM on an organizationsactivities CRM operations in Pakistan24
  • 25. 25