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CRM_Francis

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CUSTOMER RELATIONSHIP MANAGEMENT

CUSTOMER RELATIONSHIP MANAGEMENT

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CRM_Francis CRM_Francis Presentation Transcript

  •  CRM is the development and maintenance of mutually beneficial long-term relationships with strategically significant customers
  •  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
  •     Cross-selling is the action or practice of selling among or between clients, markets, traders, etc. or the action or practice of selling an additional product or service to an existing customer. Cross-selling is the action or practice of selling among or between clients, markets, traders, etc. or the action or practice of selling an additional product or service to an existing customer. Upselling (sometimes "up-selling") is a sales technique whereby a seller induces the customer to purchase more expensive items, upgrades, or other add-ons in an attempt to make a more profitable sale. For example, suggesting a premium brand of alcohol when a brand is not specified by a customer
  • Stage six: Enhancing the customer experience Stage five: Marketing more effectively Stage four: Analysing Customer behaviour Stage three: Accessing information Stage two: Storing information Stage one: Collecting information
  •  There are following types of CRM  1.OPERATIONAL CRM  2. SFA  3.Analytical CRM  4.COLLABORATIVE CRM  5.GEOGRAPHIC CRM
  •  Subconscious Expectations     Pizza with specified toppings Take 10 minutes Come in a packed box Remain warm till you reach home  Charges – standard and acceptable price  Pizza will taste reasonably good  You will come back if all the above are met.
  •  If you go regularly  Rapport with employees  You forgive if they mess up with one or two expectations  Degree of confidence determines tolerance  If using first time, and even one expectation is not met  You will never go again
  •  Exceeded expectations  Give you a garlic bread FREE !  You will tell everyone about it
  •  Excellent customer service is about being aware of customer needs and reacting to them effectively.  CRM helps you to understand, anticipate and respond to your customers' needs in a consistent way, right across organization.  CRM will help your business if you view it as a set of tools that let you do more for, and get more from, your customer.  Keeps all your customer information in one place.  Know and understand your customers.  Know your best revenue opportunities.  Spot the best sales campaigns.
  • STRENGHT S THREATS SWOT ANALYSIS OF CRM OPPORTUNITI ES WEAKNESS ES
  • Customer relationship management (CRM) is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. 