Customer relationship management

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Customer relationship management

  1. 1. PREPARED BY: PRASHAT YADAVMUNDIRIKA KUMAR
  2. 2.  CRM is the development and maintenance of mutually beneficial long-term relationships with strategically significant customers
  3. 3.  CRM is concerned with the creation, development and enhancement of individualised customer relationships with carefully targeted customers and customer groups resulting in maximizing their total customer life-time value
  4. 4.  CRM is ultimately what the company defines it to be depending on their business objectives…
  5. 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
  6. 6. Quality and efficiency Decrease inDecision overallsupport costs Increase Customer profitability Attention
  7. 7. STRENGHTS SWOTTHREATS ANALYSIS WEAKNESSES OF CRM OPPORTUNITIES
  8. 8. • Identifies best customers• Holds all customer information• Increases sales efficiency• Ensures customer satisfaction
  9. 9. • Overload of information• Does not arrive with information already entered• Lack of cultural preparation
  10. 10. • Ability to please customer• Increase sales base• Improve relationship with customer
  11. 11. • Loss of personal interaction• Over automation• Poor integration with back office systems
  12. 12.  Marketing Automation Sales Automation Service and Service Fulfillment Customer Self-Service E-Commerce
  13. 13.  Provide the right mix of the company’s products and services in front of each customer at the right time.
  14. 14.  Always improve and increase their sales and to interact with one another
  15. 15.  Serving existing customer base through problem resolution systems and always provide pre and post services to the customers.
  16. 16.  Capabilities that can be directly invoked by the customer on the internet and wireless devices.
  17. 17.  Capabilities such as shopping, marketplace, transaction and payment processing, and e- commerce security.
  18. 18.  Customer relationship management (CRM) is a widelyimplemented strategy for managing a company’s interactionswith customers, clients and sales prospects.

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