CRM

2. Customer Relationship Management is The formation of a
bond between the organization and our stakeholders.

3.  It helps you to straight and strengthen the quality of your ELD
experiences.
 Help marketing departments identify and target their best
customers, manage campaigns as well as discover qualified
leads.
 Give us information needed to improve customer service and
also to better understand customer needs.

4. • Mass Marketing  Individual marketing
• Product Life Cycle  Customer Life Cycle
• Customer Satisfaction  Customer Loyalty
• Product differentiation  Customer differentiation

5. Traditional Marketing CRM
Goal: Expand customer base, increase
market share by mass marketing
Goal: Establish a profitable, long-term,
one-to-one relationship with customers;
understanding their needs, preferences,
expectations
Product oriented view Customer oriented view

6. Customer Acquisition
• Gain the greatest number of new “Best” customers as early in their
“lifespan” as possible.
Customer Retention
• Retain and expand your business and relationships with your customers
through up-selling, cross-selling and servicing.
Customer Loyalty
• Offer programs to ensure that your customers happily buy what you offer
only from you.

7. • E-mail Marketing: Alerts, E-Newsletter Management
• E-Surveying: Progressive Profiling Management
• Viral Marketing: Tell-a-Friend Management
• E-Commerce: Memberships, Event Registration Management

9. • Customers leave for a variety of reasons
– Boredom
– Move to a new location
– No longer have a need for the product
– Prefer competing products
• Customer win-back - Process of rejuvenating lost relationships with
customers

11.  Higher Response Rates
 Increased Sales
 Customer Retention
 ROI Justification

12. KNOW
 Understand market and
consumers’ needs and
preferences.
 Exploit customer intelligence,
 Perform segmentation
TARGET
 ( Offer is developed )
 Define market strategies
 Use channel integration
SERVICE
Retain customers by:
 Loyalty programs
 Communication
 Service forces
SELL
 Acquire customers
 Use sales force effectively
 Develop marketing programs