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CRM

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  • 1. C R M in Service Industry Jerry Jose
  • 2. What is CRM ?
    • It is a process.
    • Develop, maintain, establish.
    • It is a module of the ERP.
    • It is also a software.
  • 3. Past Present and Future ….
    • Past
      • 1960 Mass marketing (black n white time)
      • 1970 Segmentation.
      • 1980 Niche marketing (elite class).
      • 1990 Relationship marketing (call center).
  • 4. Present
    • Satisfaction Based (Customer needs, Complaints)
    • Performance Based (Customer perception, retention)
    • Commitment Based (Improvement, feedback)
  • 5. Future…
    • Customer will play a significant role in managing relationship.
    • Be interactive
    • Recognize customer individuality.
    • Develop end to end customer process.
  • 6. Benefits of CRM
    • Provide Better Customer Service
    • Increase Customer Revenues
    • Discover New Customers
    • Help Sales Staff Close Deals Faster
    • Simplify Marketing And Sales Processes
  • 7. CRM in Service Industry World wide SERVICE firms had been the pioneers in adapting the practice of customer relationship management practices .
  • 8. Some of the service industry were CRM is running successfully
    • Hospitality
    • IT
    • Telecom
    • Financial services
  • 9. CRM Services….
    • Providing service
    • Call centers.
    • Customer grievance cell
    • Feedback
    • Max. no. of customer base.
  • 10. Advantages of CRM
    • Increased economy.
    • Increased competition.
    • Growth.
    • Choices.
    • Brain Storming.
  • 11. Thank You !!!

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