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Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
Customer relationship management
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Customer relationship management

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  • 1. PREPARED BY: PRASHAT YADAVMUNDIRIKA KUMAR
  • 2.  CRM is the development and maintenance of mutually beneficial long-term relationships with strategically significant customers
  • 3.  CRM is concerned with the creation, development and enhancement of individualised customer relationships with carefully targeted customers and customer groups resulting in maximizing their total customer life-time value
  • 4.  CRM is ultimately what the company defines it to be depending on their business objectives…
  • 5. • A successful CRM implementation with : – Properly trained Front Office staff – Proper data and good use of it – Proper workflow processes – Proper integration of Front Office and Back Office – Proper software to support the strategy – Full support of top management
  • 6. Quality and efficiency Decrease inDecision overallsupport costs Increase Customer profitability Attention
  • 7. STRENGHTS SWOTTHREATS ANALYSIS WEAKNESSES OF CRM OPPORTUNITIES
  • 8. • Identifies best customers• Holds all customer information• Increases sales efficiency• Ensures customer satisfaction
  • 9. • Overload of information• Does not arrive with information already entered• Lack of cultural preparation
  • 10. • Ability to please customer• Increase sales base• Improve relationship with customer
  • 11. • Loss of personal interaction• Over automation• Poor integration with back office systems
  • 12.  Marketing Automation Sales Automation Service and Service Fulfillment Customer Self-Service E-Commerce
  • 13.  Provide the right mix of the company’s products and services in front of each customer at the right time.
  • 14.  Always improve and increase their sales and to interact with one another
  • 15.  Serving existing customer base through problem resolution systems and always provide pre and post services to the customers.
  • 16.  Capabilities that can be directly invoked by the customer on the internet and wireless devices.
  • 17.  Capabilities such as shopping, marketplace, transaction and payment processing, and e- commerce security.
  • 18.  Customer relationship management (CRM) is a widelyimplemented strategy for managing a company’s interactionswith customers, clients and sales prospects.

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