CRM

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This PPT will give you the basic knowledge on CRM

This PPT will give you the basic knowledge on CRM

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  • 1. C R MCUSTOMER RELATIONSHIP MANAGEMENT
  • 2. INTRODUCTION  The CRM is a strategy which helps employees of an organization to analyze customer information and get to know their customers better. With knowledge of their customers they can serve them better.
  • 3. Employee Attitude Customer Attitude Business Results Competition Risk Innovative Ideas Technology Business Performance
  • 4. DEFINITION  “An integrated effort to identify, maintain, and build up a network with individual consumers and to continuously strengthen the network for the mutual benefit of both sides, through interactive, individualized and value added contacts over a long period of time”-by Shani and Chalasani (1992) .
  • 5. IMPEMENTATION OF CRM
  • 6. CRM PEOPLE Customer Segments Users Suppliers
  • 7. 4 PRINCIPLES BEHIND CRM  Customer Centricity  Various Clients  Long-Term Process  Customer Life Value
  • 8. STRATEGIES OF CRM
  • 9. ASPECTS OF CRM 1. Active CRM 2. Operational CRM 3. Collaboration CRM 4. Analytical CRM
  • 10. ACTIVE CRM • centralized database • Ordering the information • All ways putting information in a right place
  • 11. OPERATIONAL CRM  Support of Customer processes  Involving sales and Service agents
  • 12. COLLABORATION  Interactions between the depart- ments.  Discusses the progress
  • 13. ANALYTICAL CRM  Analyses what’s happening  Making the steps to reach the customer
  • 14. TYPES OF CRM TAINING
  • 15. BENEFITS OF CRM  Provides better Customer Service  Increase Customer Revenues  Discover new Customers  Simplify Marketing and Sales Process  Helps to develop better communication channel  Facilitates cross-selling and up-selling  Track the customer contacts
  • 16. CRM FAILURES  Implementation costs  Fail to Meet Expectations  Initiatives driven by technology  Poorly implemented  Lack of communication b/w everyone in customer relationship chain  Technology being implemented without proper support  Lack of training to the staff
  • 17. CRM PROVIDERS
  • 18. CASE STUDY  The hotel industry uses technology  Develop sophisticated websites  To enable online booking  To collect information  To use the data they have collected to offer loyalty packages to profitable customers.
  • 19. CONCLUSION The Organization is turning to Develop
  • 20. By giving a hand to get success
  • 21. Giving value to Customers
  • 22. THANK YOU