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Made By  Prateek Bhargava May 26, 2009 Customer Relationship Management
Contents <ul><li>Definition </li></ul><ul><li>Goal Of CRM </li></ul><ul><li>CRM Objectives </li></ul><ul><li>Customer Focu...
Definition <ul><li>“ An integration sales, marketing, and service strategy” .– Kalakota & Robinson </li></ul><ul><li>“ Co-...
Goal of CRM <ul><li>Provide better customer service </li></ul><ul><li>Make customer support more efficient </li></ul><ul><...
CRM Objectives <ul><li>Uses existing customer relationship to grow revenue </li></ul><ul><li>Uses integrated information s...
Customer Focus Issues <ul><li>Customers are long term assets :  </li></ul><ul><ul><li>Non-exploitable source of income  </...
Customer Focus Issues (Cont.) <ul><li>Creates an IT infrastructure that integrates all these processes with the rest of th...
CRM Phases May 26, 2009 CRM Customer Selection What criteria decides who will be our most profitable customers ? How can w...
Business benefits of CRM systems <ul><li>Identify & target best customers </li></ul><ul><li>Real time customization & pers...
Data Needed for CRM <ul><li>Responses </li></ul><ul><li>Shipping & fulfillment dates </li></ul><ul><li>Sales & purchase da...
Keys to successful CRM <ul><li>Break your CRM into manageable pieces </li></ul><ul><li>Scalable architecture framework </l...
May 26, 2009 Thank You
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Customer Relationship Management !!! CRM

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Transcript of "Customer Relationship Management !!! CRM"

  1. 1. Made By Prateek Bhargava May 26, 2009 Customer Relationship Management
  2. 2. Contents <ul><li>Definition </li></ul><ul><li>Goal Of CRM </li></ul><ul><li>CRM Objectives </li></ul><ul><li>Customer Focus Issues </li></ul><ul><li>CRM Phases </li></ul><ul><li>Business Benefits of CRM systems </li></ul><ul><li>Data Need for CRM </li></ul><ul><li>Keys to successful CRM implementation </li></ul>May 26, 2009
  3. 3. Definition <ul><li>“ An integration sales, marketing, and service strategy” .– Kalakota & Robinson </li></ul><ul><li>“ Co-ordination of all business processes to deal with customers”. </li></ul><ul><li>“ Methodologies, software and usually internet capabilities that help an organization manage customer relationships in an organized manner”. </li></ul>May 26, 2009
  4. 4. Goal of CRM <ul><li>Provide better customer service </li></ul><ul><li>Make customer support more efficient </li></ul><ul><li>Help sales staff close deals faster </li></ul><ul><li>Simplify marketing and sales processes </li></ul><ul><li>Discover new customers </li></ul><ul><li>Increase customer revenues </li></ul>May 26, 2009
  5. 5. CRM Objectives <ul><li>Uses existing customer relationship to grow revenue </li></ul><ul><li>Uses integrated information systems and services to better serve customer needs </li></ul><ul><li>Introduce excellent repeatable sales processes </li></ul><ul><li>Create new value system and instill loyalty </li></ul><ul><li>Pro-active strategy towards customer focus </li></ul><ul><li>Need to capture and analyze large amounts of customer data </li></ul><ul><li>Produce unique business experience for the customer </li></ul>May 26, 2009
  6. 6. Customer Focus Issues <ul><li>Customers are long term assets : </li></ul><ul><ul><li>Non-exploitable source of income </li></ul></ul><ul><ul><li>Good relationship brings better long term source of income </li></ul></ul><ul><li>It costs around 6 times more to sell to a new customer than an existing one </li></ul><ul><li>1 dissatisfied customer will tell other people </li></ul><ul><li>Company’s profit may be boosted by 85% by increasing annual customer retention by 5% </li></ul><ul><li>Customer centric business strategy </li></ul><ul><li>50% chance of making a sale to existing customer, while just 15% chance to a new customer </li></ul>May 26, 2009
  7. 7. Customer Focus Issues (Cont.) <ul><li>Creates an IT infrastructure that integrates all these processes with the rest of the company processes </li></ul><ul><li>Provide tools that enable the employees of the company to provide fast, convenient, dependable and consistent services to the customer </li></ul>May 26, 2009
  8. 8. CRM Phases May 26, 2009 CRM Customer Selection What criteria decides who will be our most profitable customers ? How can we acquire this customer in the most efficient way ? How can we keep this customer for as long as possible ? Customer Extension How can we increase loyalty & profitability of this customer ? Customer Acquisition Customer Retention
  9. 9. Business benefits of CRM systems <ul><li>Identify & target best customers </li></ul><ul><li>Real time customization & personalization of products & services </li></ul><ul><li>Keep Track of when customer contacts </li></ul><ul><li>Increase customer retention </li></ul><ul><li>Reduce cost of customer accusation </li></ul><ul><li>Improve cross selling of products and services </li></ul><ul><li>Provide consistent customer experiance </li></ul>May 26, 2009
  10. 10. Data Needed for CRM <ul><li>Responses </li></ul><ul><li>Shipping & fulfillment dates </li></ul><ul><li>Sales & purchase dates </li></ul><ul><li>Accounts information </li></ul><ul><li>Registration data </li></ul><ul><li>Service & support records </li></ul><ul><li>Demographic data </li></ul><ul><li>Sales data </li></ul>May 26, 2009
  11. 11. Keys to successful CRM <ul><li>Break your CRM into manageable pieces </li></ul><ul><li>Scalable architecture framework </li></ul><ul><li>Expandable systems </li></ul><ul><li>Thoughtful collection and storage of data </li></ul><ul><li>Recognition of individuality of customers </li></ul>May 26, 2009
  12. 12. May 26, 2009 Thank You

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