2. WHAT IS CUSTOMER RELATIONSHIP
MANAGEMENT?
CRM is starting, growing, and maintaining a profitable
relationship with customers.
Customer relationship management is the process of
managing interactions with existing as well as past and
potential customers.
CRM is an effective tool to achieve objectives such as
satisfied and loyal customers and increased market share.
3. CREATING A CRM DATABASE
PERSONAL INFORMATION
LIFESTYLE & PSYCHOGRAPHIC DATA
DEMOGRAPHICS
PROFILE OF PAST RESPONSES
COMPLAINTS
TRANASACTION DATA
4. OBJECTIVES CUSTOMER
RELATIONSHIP MANAGEMENT
To simplify the marketing and sales process
To provide better customer service
To discover new customers and increase customer revenue.
To cross-sell products.
5. ADVANTAGES OF CRM
Better knowledge of customer
Retain more customer
Better segmentation
Enhance corporate Image
