Customer relationship management (CRM) technology enables organizations to manage all relationships and interactions with customers. CRM allows organizations to provide better customer service, increase efficiency, cross sell products more effectively, help sales staff close deals faster, simplify processes, discover new customers, and increase revenues. Organizations can identify their most valuable customers based on recency, frequency, and monetary value of purchases. CRM use has grown due to factors like increasing automation and productivity, gaining competitive advantages, and meeting customer demands. CRM systems are categorized as either operational CRM, which directly supports front-office customer interactions, or analytical CRM, which supports back-office strategic analysis.

1. Building a Customer -
Centric Organization -
Customer Relationship Management
MGT300
Information Technology in Business
Prepared by: Nurulain Binti Rizal (2018662766)

2. Customer
Relationship
Management
(CRM)
Customer relationship
management (CRM) is a
technology for managing all
your company's relationships
and interactions with
customers and potential
customers.

3. PITCHDECKV1.0
CRM enables
organization
to
• Provide better customer service
• Make call centers more efficient
• Cross sell products more
effectively
• Help sales staff close deals faster
• Simplify marketing and sales
processes
• Discover new customers
• Increase customer revenues

4. Recency, Frequency and Monetary Value
RECENCY
How recently a
customer
purchased items
FREQUENCY
How frequently a
customer
purchased items
MONETARY VALUE
How much a
customer spends
on each purchase
Organizations can find their
most valuable customers by;

6. Customer
Relationship
Management's
Explosive Growth
CRM Business Drivers

7. 0 10 20 30 40
Automation/productivity/efficiency
Competitive advantage
Customer demands/requirements
Increase revenues
Decrease costs
Customer support
Inventory control
Accessibility

8. Using Analytical CRM to Enhance
Decisions
Supports back-
office operations
and strategic
analysis and
includes all
systems that do
not deal directly
with the
customers
ANALYTICAL
CRM
Supports
traditional
transactional
processing for day-
to-day front-office
operations or
systems that deal
directly with the
customers
OPERATIONAL
CRM

9. Operational CRM & Analytical CRM
Front Office-Operational CRM
Back Office-Operational CRM
Sales
systems
Marketing
systems
Customer
service systems
Collaborative
CRM system
Data
warehouse
Data mining

10. - Shep Hyken
"ALL OF YOUR CUSTOMERS ARE
PARTNERS IN YOUR MISSION"