Its a era of competition so many more competitor are available here so CRM can play a vital role for increase business portfolio. It's a great way to build rapport and relationship.

1. Presenter:
Prodip Roy
Training Specialist
HRLD, BRAC
CUSTOMER
RELATIONSHIP
MANAGEMENT
WELCOME
TO

2. What is CRM ?
CRM is a business strategy directed to understand,
anticipate and respond to the needs of an enterprise's
current and potential customers in order to grow the
relationship value.

3. Types of CRM
Analytical CRM
Collaborative CRM
Operational CRM
Geographic CRM
Sales Intelligence CRM

4. The purpose of CRM
 The focus of CRM is on creating value for the
customer and the company over the longer term.
 When customers value the customer service that
they receive from suppliers, they are less likely to
look to alternative suppliers for their needs.
 CRM enables organizations to gain ‘competitive
advantage’ over competitors that supply similar
products or services .

5. A successful CRM implementation with :
 Properly trained Front Office staff
 Proper data and good use of it
 Proper workflow processes
 Proper integration of Front Office and Back Office
 Proper software to support the strategy
 Full support of top management
A Successful CRM

6. Benefits of CRM
Quality and
efficiency
Decrease in
overall
costs
Customer
Attention
Increase
profitability
Decision
support

7. SWOT
ANALYSIS
OF CRM
STRENGHTS
WEAKNESSES
OPPORTUNITIES
THREATS

8. • Identifies best customers
• Holds all customerinformation
• Increasessalesefficiency
• Ensurescustomersatisfaction

9. • Overload of information
• Does not arrive with information already entered
• Lack of cultural preparation

10. • Ability to please customer
• Increase sales base
• Improve relationship with customer

11. • Loss of personal interaction
• Over automation
• Poor integration with back office systems

12. 1. 1. Marketing Automation
2. 2. Sales Automation
3. 3. Service and Service fulfillment
4. 4. Customer Self-Service
5. 5. E-Commerce
Five Views of CRM

13. Customer relationship management (CRM) is a widely
implemented strategy for managing a company’s interactions
with customers, clients and sales prospects.
Conclusion

14. “The first rule of any technology used in a
business is that automation applied to an efficient
operation will magnify the efficiency. The second
is that automation applied to an inefficient
operation will magnify the inefficiency.”
-Bill Gates

15. Call in mind