What is CRM?• Combination of integratedsales, marketing and service strategies• Involves a consistent, dependable andconve...
Three Phases of CRM1. Acquiring New Customers2. Enhancing Existing Relationships3. Retaining Customers Relationship
1. Acquiring• Good planning is required to accomplishthe strategies.• Promoting the product & service.• Innovation & conve...
2. Enhancing• Customer satisfaction by effectiveresolution of issues & concerns• Cross-selling & Up-selling• Giving import...
3. Retaining• Complete understanding of the needs of thecustomers• Most of the companies focus on maintaining theirrelatio...
CRM Marketing Initiatives1. Cross sellingThe act of selling a product or service to customeras a result of another product...
Cross sellingi)Offline ii)Online
i) Offline Cross-SellingMC’ Donalds
ii) Online Cross-SellingAmazon ebay•
• Increases revenue• Help in enhancing the service• Retain customers• Attract new customers• Stay competitive in the market
2. Up SellingSales technique where a seller introduces thecustomer to purchase more expensiveitems, upgrades or other add ...
Examples :Delivery options Movie concessions
Hotel apartments Car wash
• Exposing customers to better options, Customersatisfaction• Marketing of profitable services and products• Increase in p...
Planning your CRMprogram
CRM 4 :FIELDSERVICESCRM3:SALESCRM 2:MARKETINGCRM 1: CALLCENTER
FIVE IMPORTANT STEPS1.Designing a strategy beforeimplementing your CRM software2.A CRM-strategy has to be aligned tothe mi...
4.The key people from yourorganization, who will be using theCRM-system, should support fullyunderstand how CRM works.5.Ch...
COST –justifyingThree possible financial outcomes• Increased profits• Break even• Lost revenue
Quantifiable metricsCRM can result in revenue or costsavings via the followingquantifiable metrics1. More efficient custom...
Company CaseMr.Maz sign up for Business Banking Online ofBarclays bankHe spent some 10 minutes completing theapplication f...
The Reality ,Completely Different !!!Disappointment 1:In the world of Barclays “online sign up”actually means “offline sig...
Viral Marketing• If one individual is dissatisfied, odds arehe’ll tell a collection of other individuals• The average unha...
• In an age where every action a companytakes can be instantly exposed across theWeb, consumer trust is more importantthan...
What Exactly is CRM• The infrastructure that enables• Delineation of & increase in customer value• By correct means• To mo...
Goal of CRMTo recognize and treat each customers asIndividualChange a customer’s relationship with acompanyIncrease rev...
Companies should ask,How can we use these CRM technologies to do abetter job and provide a more appropriate orrelevant pro...
TANVILEKSHMI MINIANAM SHAHIDAMMARA
CRM presentation
Upcoming SlideShare
Loading in …5
×

CRM presentation

606 views

Published on

A presentation on customer relationship management , making it easy for you to understand what 'CRM' actually is! this presentation is a part of my course titled
'E-business management' . special thanks to my team mates ammara ahmad , tanvi chaturvedi,and lekshmi jagan for helping me out with this amazing presentation.

Published in: Business, Technology

CRM presentation

  1. 1. What is CRM?• Combination of integratedsales, marketing and service strategies• Involves a consistent, dependable andconvenient interaction with customers on aregular basis.Sales SupportMarketingCRM
  2. 2. Three Phases of CRM1. Acquiring New Customers2. Enhancing Existing Relationships3. Retaining Customers Relationship
  3. 3. 1. Acquiring• Good planning is required to accomplishthe strategies.• Promoting the product & service.• Innovation & convenience.• Immediate response to the customer
  4. 4. 2. Enhancing• Customer satisfaction by effectiveresolution of issues & concerns• Cross-selling & Up-selling• Giving importance to customersuggestions
  5. 5. 3. Retaining• Complete understanding of the needs of thecustomers• Most of the companies focus on maintaining theirrelation with their existing customers rather thanacquiring new customers.
  6. 6. CRM Marketing Initiatives1. Cross sellingThe act of selling a product or service to customeras a result of another product or service.
  7. 7. Cross sellingi)Offline ii)Online
  8. 8. i) Offline Cross-SellingMC’ Donalds
  9. 9. ii) Online Cross-SellingAmazon ebay•
  10. 10. • Increases revenue• Help in enhancing the service• Retain customers• Attract new customers• Stay competitive in the market
  11. 11. 2. Up SellingSales technique where a seller introduces thecustomer to purchase more expensiveitems, upgrades or other add ons in an attemptto make a profitable sale.
  12. 12. Examples :Delivery options Movie concessions
  13. 13. Hotel apartments Car wash
  14. 14. • Exposing customers to better options, Customersatisfaction• Marketing of profitable services and products• Increase in profits• Increase in sales
  15. 15. Planning your CRMprogram
  16. 16. CRM 4 :FIELDSERVICESCRM3:SALESCRM 2:MARKETINGCRM 1: CALLCENTER
  17. 17. FIVE IMPORTANT STEPS1.Designing a strategy beforeimplementing your CRM software2.A CRM-strategy has to be aligned tothe mission and purpose of theorganization .3.CRM-strategies must acquiresupport by their senior executivesto succeed.
  18. 18. 4.The key people from yourorganization, who will be using theCRM-system, should support fullyunderstand how CRM works.5.Choose your CRM-software wisely.
  19. 19. COST –justifyingThree possible financial outcomes• Increased profits• Break even• Lost revenue
  20. 20. Quantifiable metricsCRM can result in revenue or costsavings via the followingquantifiable metrics1. More efficient customer –focusedbusiness processes.2. Decreased customer attrition3. Increased sales .
  21. 21. Company CaseMr.Maz sign up for Business Banking Online ofBarclays bankHe spent some 10 minutes completing theapplication form looking forward to getting his bankaccount set up there and then
  22. 22. The Reality ,Completely Different !!!Disappointment 1:In the world of Barclays “online sign up”actually means “offline sign up”!Disappointment 2:Why are Barclays wasting my time?Disappointment 3:Confirms that the bank is badly broken ifviewed through the Customer Experiencelens
  23. 23. Viral Marketing• If one individual is dissatisfied, odds arehe’ll tell a collection of other individuals• The average unhappy customer tells eightother potential customers about hisnegative experience• What customers say is actually moreimportant than what companies say aboutthemselves
  24. 24. • In an age where every action a companytakes can be instantly exposed across theWeb, consumer trust is more importantthan ever.• Extreme trust proactively protectscustomers interests.• For eg, if you order a book fromAmazon, theyll remind you that youalready bought it. ITunes does that as well.
  25. 25. What Exactly is CRM• The infrastructure that enables• Delineation of & increase in customer value• By correct means• To motivate valuable customers• To remain loyal-indeed ,to buy again
  26. 26. Goal of CRMTo recognize and treat each customers asIndividualChange a customer’s relationship with acompanyIncrease revenues in bargain
  27. 27. Companies should ask,How can we use these CRM technologies to do abetter job and provide a more appropriate orrelevant product, and save our customers time andenergy?
  28. 28. TANVILEKSHMI MINIANAM SHAHIDAMMARA

×