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Introduction to CRM

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Introduction to Customer Relationship Management, Mainly focused about why CRM is necessary and What it does.
How it makes manual jobs easier is also discussed

Published in: Technology
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Introduction to CRM

  1. 1. Introduction to CRM [Customer Relationship Management] By Ashish Vishwakanna
  2. 2. Agenda What? Why? CRM Strategy Aspects of CRM Popular Platforms
  3. 3. What? People + Process + Technology CRM
  4. 4. People Marketing Sales I‘ Services
  5. 5. Process 60's - Mass marketing 70's - Segmentation & Customization 80's - Niche Marketing 90's - Relationship Marketing Now - Social Media & Targeted audience
  6. 6. Technology Spreadsheet Telephony Email Push Messages Intemet etc. ..
  7. 7. Why? Step 1: Creating value for customer Step 2: Long term Relationship Step 3: Competitive Advantage
  8. 8. CRM Strategy 1. Acquision 2. Retention 3. Loyalty 4. Evangelism 5. Cost Reduction
  9. 9. 1. Acquision Search Profiling Communication Buying
  10. 10. 2. Retention 0 Improvising Customer Satisfaction 0 Updating 0 1 to 1 Communication 0 Need Analysis
  11. 11. 3. Loyalty 0 Search 0 Capture 0 Increase
  12. 12. 4. Evangelism 0 Brand promoter 0 Sales Promoter
  13. 13. 5. Cost Reduction 0 Marketing Cost Reduction 0 Speedier Delivery
  14. 14. Aspects of CRM 1. Operational 2. Collaborative 3. Analytical
  15. 15. 1. Operational 0 Front office business support 0 Contact history is recorded 0 No communication gap [Awareness—>Info seeking->Decision Making—>Purchase]
  16. 16. 2. Collaborative 0 Direct communication 0 Requirement gathering 0 Service improvement
  17. 17. 3. Analytical Analysis of collected data Design & target marketing campaign Product & service decision making Management Decisions
  18. 18. Popular Platforms Microsoft Dynamics CRM Salesforce ZOHO
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  20. 20. , "ate VV'mdOw_< ' - Settings IO act-»/ are wmoows

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