3. AGENDA
īą What is CRM?
īą Workflow of CRM
īą Views of CRM
īą Activities involved
īą Why organizations need CRM?
īą Benefits of CRM
īą Impacts of CRM
īą CRM in Pakistan
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4. WHAT IS CRM?
âProcess of creating and maintaining
relationship with business
customers and managing each
customerâs information.â
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5. WORKFLOW OF CRM
ī° Collecting customer data and information
ī° Analyzing data to predict customer
behavior
ī° Applying the results of analysis
ī° Measuring results
ī° Repeating the process
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7. 5 views of Crm
Marketing
automation
Customer
self-service
Service and
service
fulfillment
E-commerce
Sales
automation
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8. ī° Marketing Automation
īŽ âĻdesigned to get the right mix of the companyâs
products and services in front of each customer at
the right time.
ī° Sales Automation
īŽ Collaborative tools that enable all parties to the
transaction to interact with one another
ī° Service and Service Fulfillment
īŽ Involves the customer retention and maintaining
the needs of the customer you already have.
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9. ī° Customer Self-Service
īŽ e-CRM. Capabilities that can be directly invoked
by the customer on the internet via PC and
wireless devices.
ī° E-Commerce
īŽ capabilities such as shopping, marketplace,
transaction and payment processing, and e-
commerce security
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10. ACTIVITIES INVOLVED
Web, Email, Wireless
âĸ 24x7
âĸ Visual
Call Centre
âĸ Convenient
âĸ Immediate
Field Sales
âĸ Hands-on
Resellers
âĸ Local
Customers
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12. WHY ORGANIZATIONS NEED CRM?
ī° To increase profit
ī° To improve customer services
ī° To increases customer satisfaction
ī° To reduce cost
ī° To reduce staff stress
ī° Enables instant market research
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13. ī° To grow your business
ī° Growth in no of customers
ī° Long term profitability &
sustainability
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16. CRM IMPACTs On organization
ī° Shifts the focus from product to
customer
ī° Streamlines the offer to what the
customer requires, not what the
organization can make
ī° Competition for effective CRM
process is created
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17. ī° Establishes and maintains
customer rapport
ī° Produces positive feelings in the
organization and the customers
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23. SUMMARY
ī° Meaning of customer relationship
management
ī° How CRM operates
ī° Different views of CRM
ī° Activities undertaken by companies
to generate CRM
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24. ī° Advantages and benefits of CRM
ī° Effects of CRM on an organizations
activities
ī° CRM operations in Pakistan
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