Customer Relationship Management System
What is CRM?
What benefits does it provide
People and CRM ?
WHAT IS CRM?
CRM is an essential part of modern business management.
Customer Relationship Management concerns the
relationship between the organization and its customers.
Customers are the lifeblood of any organization be it a global
corporation with thousands of employees and a multi-billion
turnover, or a sole trader with a handful of regular customers.
BUSINESS STRATEGY THAT ENABLES
Understand the customer
Retain customers through better
Attract new customer
Win new clients and contracts
Decrease customer management costs
HOW CRM IS USED TODAY....
Customer relationship management solutions provide you
with the customer business data to help you provide
services or products that your customers want, provide
better customer service, cross-sell and up sell more
effectively, close deals, retain current customers and better
understand who your customer are.
Organizations frequently looking for ways to personalize
online experiences (a process also referred to as mass
customization) through tools such as help-desk software,
email organizers and different types of enterprise
THE IMPACT OF TECHNOLOGY ON CRM
Technology and the Web has changed the way companies
approaches CRM strategies because advances in
technology have also changed consumer buying behavior
and offers new ways for companies to communicate with
customers and collect data about them.
With each new advance in technology—especially the
proliferation of self-service channels like the Web and
smart phones, customer relationships is being managed
Many aspects of CRM relies heavily on technology;
however the strategies and processes of a good CRM
system will collect, manage and link information about the
customer with the goal of letting you market and sell
BENEFITS OF CRM
The biggest benefit most businesses realize when
moving to a CRM system comes directly from having all
your business data stores and accessed from a single
Storing all the data from all departments(e.g. sales,
marketing, customer service and HR) in a central
location gives management and employees immediate
access to the most recent data when they need it.
Departments can collaborate with ease to CRM
systems and it helps and organization to develop
efficient automated process to improve business
Is a fast way to identify and handle potential problems
Tracks all points of contact between a customer and the
Provides all employees with product specs, product use
information and technical assistance.
CRM quickly manages the scheduling of follow-up sales calls
to assess the satisfaction of customers and their repurchase
probabilities (when and how much).
CRM LEADS TO...
Identifying prospects and helps them become customers.
Closing sales more effectively and efficiently.
Allowing customers to perform business transactions quickly
Providing better service and support following a sale.
Which = Customer Service!!
Helps make call centres more efficient.
Aids in cross and up selling products.
Cross Selling: Provide additional products/services.
Up Selling: Upgrade existing products/services.
Helps sales staff close deals faster.
Simplifies marketing and sales processes.
Allows companies to discover new customers.
ADVANTAGES OF CRM
CRM offers the advantage of gaining customer loyalty. As stated above,
loyality is less costly for a company and the loyal customer becomes a
professional recommendation of the company and its services.
Furthermore, the company can promote the work it has done for its
customers in order to approach prospects. It is always more convincing to
present a work carried out rather than to rely on our own theoretical
A good CRM associated with a good tool ensures companies to have a
good view over the list of customers and prospects, to know where it
stands with relationship management, when to contact them again, etc.
Furthermore, an improved customer and prospect insight ensures a better
and more targeted communication.
CRM also ensures enhanced productivity. By fostering customer's
loyalty, the company spends less time acquiring new customers and saves
then time on other projects.
Technology: Asp.net 4.5 Frame work
IDES: Visual Studio 2010
DATABASE: MS SQL SERVER 2008
RAM : 2GB
Hard Disk: 500GB
PEOPLE AND CRM
Successful and effective Customer Relationship Management
people tend to display the following key characteristics:
• positive attitude
• people orientation
• organizational skills
• analytical skills
• customer focus (natural empathy)
• understanding of the link between CRM and profitability
On the subject of empathy: Empathy is about understanding,
not necessarily agreeing. Effective customer focus enables the
organization and its staff to see both sides, and to work with the
customer to arrive at a mutually satisfactory and sustainable
solution. Agreement alone amounts to capitulation, which is
neither practicable nor sustainable.