C R M in Service Industry Jerry Jose

What is CRM ? It is a process. Develop, maintain, establish. It is a module of the ERP. It is also a software.

It is a process.

Develop, maintain, establish.

It is a module of the ERP.

It is also a software.

Past Present and Future …. Past 1960 Mass marketing (black n white time) 1970 Segmentation. 1980 Niche marketing (elite class). 1990 Relationship marketing (call center).

Past

1960 Mass marketing (black n white time)

1970 Segmentation.

1980 Niche marketing (elite class).

1990 Relationship marketing (call center).

Present Satisfaction Based (Customer needs, Complaints) Performance Based (Customer perception, retention) Commitment Based (Improvement, feedback)

Satisfaction Based (Customer needs, Complaints)

Performance Based (Customer perception, retention)

Commitment Based (Improvement, feedback)

Future… Customer will play a significant role in managing relationship. Be interactive Recognize customer individuality. Develop end to end customer process.

Customer will play a significant role in managing relationship.

Be interactive

Recognize customer individuality.

Develop end to end customer process.

Benefits of CRM Provide Better Customer Service Increase Customer Revenues Discover New Customers Help Sales Staff Close Deals Faster Simplify Marketing And Sales Processes

Provide Better Customer Service

Increase Customer Revenues

Discover New Customers

Help Sales Staff Close Deals Faster

Simplify Marketing And Sales Processes

CRM in Service Industry World wide SERVICE firms had been the pioneers in adapting the practice of customer relationship management practices .

Some of the service industry were CRM is running successfully Hospitality IT Telecom Financial services

Hospitality

IT

Telecom

Financial services

CRM Services…. Providing service Call centers. Customer grievance cell Feedback Max. no. of customer base.

Providing service

Call centers.

Customer grievance cell

Feedback

Max. no. of customer base.

Advantages of CRM Increased economy. Increased competition. Growth. Choices. Brain Storming.

Increased economy.

Increased competition.

Growth.

Choices.

Brain Storming.

Thank You !!!