ppt of crm

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this is for all marketing and MBA students

this is for all marketing and MBA students

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  • 1. PREPARED BY: PRASHAT YADAVMUNDIRIKA KUMAR
  • 2.  CRM is the development and maintenance of mutually beneficial long-term relationships with strategically significant customers
  • 3.  CRM is concerned with the creation, development and enhancement of individualised customer relationships with carefully targeted customers and customer groups resulting in maximizing their total customer life-time value
  • 4.  CRM is ultimately what the company defines it to be depending on their business objectives…
  • 5. • A successful CRM implementation with : – Properly trained Front Office staff – Proper data and good use of it – Proper workflow processes – Proper integration of Front Office and Back Office – Proper software to support the strategy – Full support of top management
  • 6. Quality and efficiency Decrease inDecision overallsupport costs Increase Customer profitability Attention
  • 7. STRENGHTS SWOTTHREATS ANALYSIS WEAKNESSES OF CRM OPPORTUNITIES
  • 8. • Identifies best customers• Holds all customer information• Increases sales efficiency• Ensures customer satisfaction
  • 9. • Overload of information• Does not arrive with information already entered• Lack of cultural preparation
  • 10. • Ability to please customer• Increase sales base• Improve relationship with customer
  • 11. • Loss of personal interaction• Over automation• Poor integration with back office systems
  • 12.  Marketing Automation Sales Automation Service and Service Fulfillment Customer Self-Service E-Commerce
  • 13.  Provide the right mix of the company’s products and services in front of each customer at the right time.
  • 14.  Always improve and increase their sales and to interact with one another
  • 15.  Serving existing customer base through problem resolution systems and always provide pre and post services to the customers.
  • 16.  Capabilities that can be directly invoked by the customer on the internet and wireless devices.
  • 17.  Capabilities such as shopping, marketplace, transaction and payment processing, and e- commerce security.
  • 18.  Customer relationship management (CRM) is a widelyimplemented strategy for managing a company’s interactionswith customers, clients and sales prospects.