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E-CRM Prepared By : Anshu Prabhakar (09mb41)
Customer Relationship Management (CRM)   <ul><li>CRM is a strategy by which companies optimise profitability through enhan...
 
 
Need for e-CRM or the problems faced by Traditional CRM <ul><li>Vendor offerings exist within the broad CRM categories of ...
E-CRM <ul><li>E-CRM (Electronic Customer Relationship Management) expands the traditional CRM techniques by integrating ne...
The differences between CRM and e-CRM
 
Key applications of e-CRM <ul><li>Information integration application </li></ul><ul><ul><li>An incomplete view of customer...
Continued…. <ul><li>Real-time decision application </li></ul><ul><ul><li>To coordinate and synchronize communications acro...
Benefits  : <ul><li>Retaining existing customers. </li></ul><ul><li>Selling more to existing customers. </li></ul><ul><li>...
Continued…. <ul><li>Enables 24/7 customers interaction:  optimize interactive relationships between customers and companie...
Goals of e-CRM <ul><li>Reduce  : </li></ul><ul><ul><li>Costs of marketing </li></ul></ul><ul><li>Improve  : </li></ul><ul>...
Continued…. <ul><ul><li>customer response </li></ul></ul><ul><ul><li>competitiveness through differentiation </li></ul></u...
 
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E Crm

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E Crm

  1. 1. E-CRM Prepared By : Anshu Prabhakar (09mb41)
  2. 2. Customer Relationship Management (CRM) <ul><li>CRM is a strategy by which companies optimise profitability through enhanced customer satisfaction. </li></ul><ul><li>CRM is about automating and enhancing the customer-centric business processes of Sales, Marketing, and Service. </li></ul><ul><li>CRM not only deals with automating these processes, but also focuses on ensuring that the front-office applications improve customer satisfaction, resulting in added customer loyalty that directly affects the organization’s bottom line. </li></ul>
  3. 5. Need for e-CRM or the problems faced by Traditional CRM <ul><li>Vendor offerings exist within the broad CRM categories of sales strong, service and marketing. CRM evolved with different vendors carving out their own niches in complete isolation from the others. </li></ul><ul><li>Lack of a single customer-centric data warehouse has caused any addition of more customer touch points only served to worsen the problem caused </li></ul>
  4. 6. E-CRM <ul><li>E-CRM (Electronic Customer Relationship Management) expands the traditional CRM techniques by integrating new electronic channels, such as Web, wireless, and voice technologies and combines it with e-business applications into the overall enterprise CRM strategy. </li></ul><ul><li>The goal is to drive consistency within all channels relative to sales, customer service and marketing initiatives to achieve a flawless customer experience and maximize customer satisfaction, customer loyalty and revenue. </li></ul><ul><li>Therefore ,it is just an expanded, integrated version of CRM . Thus, Old CRM + Internet = e-CRM </li></ul>
  5. 7. The differences between CRM and e-CRM
  6. 9. Key applications of e-CRM <ul><li>Information integration application </li></ul><ul><ul><li>An incomplete view of customers reduces their loyalty and trust </li></ul></ul><ul><ul><li>Consolidating customer data and information from different sources </li></ul></ul><ul><ul><li>To keep up with every customer’s interaction </li></ul></ul><ul><li>Customer analysis application </li></ul><ul><ul><li>Measures, predicts, and interprets customer behaviors </li></ul></ul><ul><ul><li>Predictive models to identify the customers most likely to perform a particular activity </li></ul></ul><ul><ul><li>Online analytical processing, data mining and statistics </li></ul></ul>
  7. 10. Continued…. <ul><li>Real-time decision application </li></ul><ul><ul><li>To coordinate and synchronize communications across disparate customer </li></ul></ul><ul><ul><li>An effective real-time decision application promotes information exchange between the company and every customer </li></ul></ul><ul><li>Personalized messaging application </li></ul><ul><ul><li>Building customer profiles and enables customized product and service offerings based on the information integration application </li></ul></ul>
  8. 11. Benefits : <ul><li>Retaining existing customers. </li></ul><ul><li>Selling more to existing customers. </li></ul><ul><li>Finding and winning new customers. </li></ul><ul><li>Interactions lead to trusted relationships: </li></ul><ul><ul><li>Focus the business on improving customer relationships and earning a greater share of each customer’s business. </li></ul></ul><ul><li>Increasing efficiency. </li></ul><ul><li>Improving marketing and sales decision making. </li></ul><ul><li>Enabling process measurement – leading to process improvement. </li></ul>
  9. 12. Continued…. <ul><li>Enables 24/7 customers interaction: optimize interactive relationships between customers and companies. </li></ul><ul><li>Personalization through technology: enable a business to extend its personalized messaging through the Web and email. </li></ul>
  10. 13. Goals of e-CRM <ul><li>Reduce : </li></ul><ul><ul><li>Costs of marketing </li></ul></ul><ul><li>Improve : </li></ul><ul><ul><li>Accuracy and relevancy of recommendations </li></ul></ul><ul><ul><li>Customer satisfaction </li></ul></ul><ul><li>Increase : </li></ul><ul><ul><li>Conversion rate, i.e., Turn browsers into buyers </li></ul></ul><ul><ul><li>Customer retention and frequency </li></ul></ul><ul><ul><li>Order size </li></ul></ul>
  11. 14. Continued…. <ul><ul><li>customer response </li></ul></ul><ul><ul><li>competitiveness through differentiation </li></ul></ul><ul><ul><li>Profitability. </li></ul></ul>

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