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customer relatinship management

customer relatinship management






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    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