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Crm PPT 2013

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Transcript

  • 1. Concept & Content of CRM Done by: Sagar Kudale Roll No.9075
  • 2. What is CRM CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way.
  • 3. History of CRM • 1960 ERA OF MASS MARKETING • 1970 SEGMENTATION AND CUSTOMISATION
  • 4. • 1980 NICHE MARKETING AND SFA
  • 5. • 1990 RELATIONSHIP MARKETING, TELEMARKETING AND CALL CENTERS
  • 6. Objectives of CRM • • • • Building Customer Loyalty Increase in Customer Service Increase efficiency Lowering Marketing Cost
  • 7. The Players The Top 11 CRM Manufactures Are: Company Product name 1. Microsoft Microsoft Dynamics CRM 3.0 2. Sage Software SalesLogix CRM 3. SAP America Inc. SAP Business One CRM 4. Parature Inc. Parature 5. Entellium Entellium CRM 6. Pivotal corp. Pivotal CRM 7. Maximizer Software Maximizer Enterprise CRM 8. Net suite Inc. NetSuite CRM+ 9. Oncontact Software Oncontact V 10. ADAPT Software Applications ADAPT crm 11. Exact Software North America e-Synergy
  • 8. Four implementation tasks for creating and managing customer relationships • IDIC – Identify – Differentiate – Interact – Customize
  • 9. Benefits of CRM • • • • • Reduced costs Increased customer satisfaction growth in numbers of customers long term profitability and sustainability Helpful to beat competition
  • 10. Future of CRM  RETENTION RATE  INCREASED SALES  REDUCED COSTS  SIGNIFICANT ROLE  TECHNOLOGY  TECHNOLOGY  CUSTOMER INFORMATION