customer relatinship management

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customer relatinship management

  1. 1. Customer Relationship Management CRM
  2. 2. Meaning <ul><li>It is a process implemented by a company to handle its contact with its customers. </li></ul><ul><li>CRM software support the processes of storing information of current and potential customers </li></ul><ul><li>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. </li></ul>
  3. 3. Contd… <ul><li>Details about the customers are stored in databases in system. </li></ul><ul><li>The objective behind storing information is to improve quality of product and services and making strategies for targeting potential markets and increasing sales. </li></ul><ul><li>CRM software require proper implementation by employee so they require proper learning and training of s/w </li></ul>
  4. 4. Objective of CRM <ul><li>Through CRM specific strategy of company is studied and the customer’s need and expectations are analyzed . </li></ul><ul><li>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. </li></ul>
  5. 5. Overview <ul><li>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. </li></ul><ul><li>CRM helps in framing same policies, processes and strategies to maintain similarity in information and provide a mechanism for tracking customer information. </li></ul>
  6. 6. ASpects <ul><li>Front office operation: Direct interaction, face to face meetings ,phone calls, e-mails online conversations. </li></ul><ul><li>Back office operations: Operations that affects activities of front office like billing, maintenance, planning, marketing, advertising, finance . </li></ul><ul><li>Business relationships: Interaction with other companies and partners like suppliers , retail outlets , distributors , industry networks like trade associations </li></ul><ul><li>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 </li></ul>
  7. 7. Types of CRM <ul><li>Operational CRM </li></ul><ul><li>Sales force automation </li></ul><ul><li>Analytical CRM </li></ul><ul><li>Sales intelligence CRM </li></ul><ul><li>Campaign management </li></ul><ul><li>Collaborative CRM </li></ul><ul><li>Geographic CRM </li></ul>

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