• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
customer relatinship management
 

customer relatinship management

on

  • 1,118 views

 

Statistics

Views

Total Views
1,118
Views on SlideShare
1,118
Embed Views
0

Actions

Likes
1
Downloads
64
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    customer relatinship management customer relatinship management Presentation Transcript

    • Customer Relationship Management CRM
    • Meaning
      • It is a process implemented by a company to handle its contact with its customers.
      • CRM software support the processes of storing information of current and potential customers
      • This information can be accessed and entered by employees in different departments like sales, marketing, customer service , training, performance management and HRD policies related to compensation.
    • Contd…
      • Details about the customers are stored in databases in system.
      • The objective behind storing information is to improve quality of product and services and making strategies for targeting potential markets and increasing sales.
      • CRM software require proper implementation by employee so they require proper learning and training of s/w
    • Objective of CRM
      • Through CRM specific strategy of company is studied and the customer’s need and expectations are analyzed .
      • Information gathered through CRM s/w is used to develop market by developing organization’s knowledge about the area like segmentation , customer retention, improving features in product & services and identifying profitable segment of customers.
    • Overview
      • For customers company act as a single entity although they interact with different employee and departments so information giver to them by various employees or department should be same.
      • CRM helps in framing same policies, processes and strategies to maintain similarity in information and provide a mechanism for tracking customer information.
    • ASpects
      • Front office operation: Direct interaction, face to face meetings ,phone calls, e-mails online conversations.
      • Back office operations: Operations that affects activities of front office like billing, maintenance, planning, marketing, advertising, finance .
      • Business relationships: Interaction with other companies and partners like suppliers , retail outlets , distributors , industry networks like trade associations
      • Analysis: Key CRM data is analyzed to plan target marketing campaigns, framing business strategies, evaluation of framed strategies like market share, number and type of customers, revenue, profitability
    • Types of CRM
      • Operational CRM
      • Sales force automation
      • Analytical CRM
      • Sales intelligence CRM
      • Campaign management
      • Collaborative CRM
      • Geographic CRM