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

76,947 views

Published on

Published in: Business, Technology

Crm final ppt

  1. 1. PAST, PRESENT AND FUTURE OF CUSTOMER RELATIONSHIP MANAGEMENT
  2. 2. DEFINITION AND MEANING OF CRM
  3. 3. HISTORY OF CRM 1960 : ERA OF MASS MARKETING 1970 : SEGMENTATION AND CUSTOMISATION
  4. 4. 1980 : NICHE MARKETING AND SFA
  5. 5. 1990 : RELATIONSHIP MARKETING, TELEMARKETING AND CALL CENTERS
  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. CONSUMER RIGHTS 1. RIGHT TO BE PROTECTED 2. RIGHT TO BE INFORMED 3. RIGHT TO BE ASSURED
  11. 11. 4. RIGHT TO BE HEARD 5. RIGHT TO SEEK REDRESSAL 6. 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 OF CRM  RETENTION RATE  INCREASED SALES  REDUCED COSTS  SIGNIFICANT ROLE
  17. 17.  TECHNOLOGY  CUSTOMER INFORMATION  INTERACTIVE  CUSTOMER INDIVIDUALITY  GLOBALISATION
  18. 18. CRM IN INDIA A. INTRODUCTION B. LITERATURE REVIEW C. TECHNOLOGY SELECTION D. EMPLOYEE EMPOWERMENT E. CUSTOMER KNOWLEDGE STRATEGY
  19. 19. CASE STUDY
  20. 20. BIBLIOGRAPHY http://www.jrosenfield.com/articles/CRM- History.htm http://estebankolsky.com/2009/09/a- brief-history-of-scrm/ http://www.managementstudyguide.com/ origin-of-crm.htm http://www.youtube.com/watch?v=g- OP8xZmAJM http://www.youtube.com/watch?v=Zwrk1 3lwzHk
  21. 21. PEARLENE (24) NIHARIKA (30) KHYATI (38) SANAYA (40) KRISHMA (42) VATSAL (50)

×