Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Crm final ppt

11,245 views

Published on

  • Be the first to comment

  • Be the first to like this

Crm final ppt

  1. 1. PAST, PRESENT AND FUTURE OF CUSTOMER RELATIONSHIP MANAGEMENT
  2. 2. DEFINITION ANDMEANING OF CRM
  3. 3. HISTORY OF CRM1960 :ERA OF MASS MARKETING1970 :SEGMENTATION ANDCUSTOMISATION
  4. 4. 1980 :NICHE MARKETING AND SFA
  5. 5. 1990 :RELATIONSHIP MARKETING,TELEMARKETING AND CALLCENTERS
  6. 6. MONOPOLY MARKET SINGLE SELLER SELLER’S MARKET NO CLOSE SUBSTITUTES BARRIERS TO ENTRY FIRM AND INDUSTRY ARE SAME
  7. 7. PRESENT OF CRM∫ PROMOTION CAMPAIGN∫ FEEDBACK SERVICES∫ UPGRADE SERVICES∫ BRAND∫ EVENTS
  8. 8. CONSUMER PROTECTION ACT 1986 BANKING OMBUDSMAN
  9. 9. CRM SOFTWARE
  10. 10. CONSUMERRIGHTS1. RIGHT TO BE PROTECTED2. RIGHT TO BE INFORMED3. RIGHT TO BE ASSURED
  11. 11. 4. RIGHT TO BE HEARD5. RIGHT TO SEEK REDRESSAL6. RIGHT TO CONSUMER EDUCATION
  12. 12. OBJECTIVES OF CRM INCREASE IN CUSTOMER SERVICE INCREASE EFFICIENCY LOWERING MARKETING COST AIDING THE DEPARTMENT
  13. 13. CONCEPTUAL UNDERSTANDING OF RELATIONSHIP MARKETING
  14. 14. PRODUCT VS CUSTOMER CENTRIC
  15. 15. IMPORTANCE OF CRM☺ FORSEE CUSTOMER NEEDS☺ DETAILS OF A CUSTOMER☺ GROUPING CUSTOMERS☺ ACQUIRING NEW CUSTOMERS☺ COST EFFECTIVE☺ HANDY DETAILS☺ CUSTOMER SATISFACTION☺ CUSTOMER LOYALTY
  16. 16. FUTURE OFCRM RETENTION RATE INCREASED SALES REDUCED COSTS SIGNIFICANT ROLE
  17. 17.  TECHNOLOGY CUSTOMER INFORMATION INTERACTIVE CUSTOMER INDIVIDUALITY GLOBALISATION
  18. 18. CRM IN INDIAA. INTRODUCTIONB. LITERATURE REVIEWC. TECHNOLOGY SELECTIOND. EMPLOYEE EMPOWERMENTE. CUSTOMER KNOWLEDGE STRATEGY
  19. 19. CASE STUDY
  20. 20. BIBLIOGRAPHYhttp://www.jrosenfield.com/articles/CRM-History.htmhttp://estebankolsky.com/2009/09/a-brief-history-of-scrm/http://www.managementstudyguide.com/origin-of-crm.htmhttp://www.youtube.com/watch?v=g-OP8xZmAJMhttp://www.youtube.com/watch?v=Zwrk13lwzHk
  21. 21. PEARLENE (24)KRISHMA NIHARIKA (42) (30) VATSAL (50) SANAYA KHYATI (40) (38)

×