CRM Customer relationship management

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A small powerpoint of CRM and the concept behind it. The context isn't great but the design is a nice template. It was used in a Sales class so the exercise isn't there.

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CRM Customer relationship management

  1. 1. Customer relationship management <br />Gintare Nenortaite & Kristian Steenfeldt<br />
  2. 2. Agenda<br /><ul><li> Concept
  3. 3. Different methods of CRM
  4. 4. An example of CRM
  5. 5. Exercise
  6. 6. Discussion
  7. 7. Summary</li></li></ul><li>Concept<br /><ul><li> CRM are methods used to interact and review customers
  8. 8. It is a highly IT based system based on special purpose software
  9. 9. The information pulled from CRM software is used for promotion and for measuring customer satisfaction
  10. 10. Tools for CRM should be implemented ’’only after a well-devised strategy and operational plan are put in place’’ – Lior, Arussy</li></li></ul><li>Different methods of CRM<br /><ul><li> Operational CRM – provides support to ’’front office’’ processes
  11. 11. Analytical CRM – analyzes customer data for mkt. campaigns
  12. 12. Sales Intelligence CRM – intended as a more direct sales tool
  13. 13. Collaborative CRM – used to improve the quality of services
  14. 14. Consumer relationship CRM – CRS is used to track consumer sentiments
  15. 15. Simple CRM – focuses on core values like managing contacts activities
  16. 16. Social CRM - uses social network monitoring feeds to analyze trends</li></li></ul><li>An example of CRM<br /><ul><li> A car dealership – They send out a from of questionaires to their resent customers to measure satisfaction levels and to evaluate their own service level.
  17. 17. Shopping malls – They ask their customers what their zip code is to measure and analyze where their customers come from. This can be done to target your marketing campaign geographically. </li></li></ul><li>Exercise<br /><ul><li> This exercise is meant to give you an insight to the more analytical side of CRM.
  18. 18. Please be ready to argue your solutions and ask yourself why .</li></li></ul><li>Discussion<br /><ul><li> Let us discuss the different results from the groups</li></li></ul><li>Summary<br />
  19. 19. Thank you for your attention<br />

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