CUSTOMER RELATIONSHIP MANAGEMENT PROCESS

1. CUSTOMER RELATIONSHIP
MANAGEMENT
Presented By,
R.JOTHIVEL MBA,.
Department Of Management Studies
J.J.CET

2. Elements Of CRM
• Customer Knowledge
• Relationship Strategy
• Communication
• Individual Value Proposition
• Sales Force Automation
• Campaign Management

3. CRM Process
 Who are their customers?
What kind of marketing campaign is
suitable for customers?
How to maintain the account and contact
database
How to track leads and convert them into
opportunity
How to effectively resolve customer issues
How to provide better customer service

4. CRM Process
• Customer Acquisition
• Customer Interaction Management
• Customer Retention
• Attrition
• Defection

5. Customer Acquisition
• Acquisition is a vital stage in building
customer relationship.
• Customer acquisition is a set of processes
are activities a business executes on in
order to gain new customer
• This process is specifically concern with
issues' like acquiring customer at less cost
and utilize a newer business channel

6. Customer Interaction
Management
• Interaction plays a leading role in building
customer relationship
• CIM constitutes the customer relationship
Technologies with additions technology
based interactive solution
• CIM following routes:
• Online Routes: E-mail, web communities
• Offline Routes: Telephone, fax, mail, TV
• Outsourcing: Done by third party

7. Customer Retention
• Customer retention is activity reduce
customer defection.
• It’s all attracting the right customer, getting
them to buy often and in higher quantities,
and bring more customer.
• It’s a major contributing factor in the net
growth rate of business.

8. Attrition
• It’s process of gradually weaving down.
• Attrition may lead to defection if not
arrested at the earlier stage.
• Attrition Signal’s
Increase in the number of complaints.
Decrease in the frequency of contract.
Decrease in enquiries.
Decrease in volume of business.
Decrease in number of active buyers.
Decrease in the flow of communication.

9. Defection
• If the contribution signals are not
recognized the customer more dissatisfied
with product or service.
• They switch their loyalty to other brands
• The company must put best efforts to
regain lost customer loyalty through re-acquisition.

10. THANK YOU