Notes 13 Teams __ Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do. 14 Stress ___ Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations. 15 Marriage ____ The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road. 16 Leadership ______ Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done. 17. Emotions Are All Normal ___ Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry. 18/ Being able to Express Your Emotions ____ Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly. 19/You Are Not Your Emotions ______ Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions. 20/ Timing __ As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words. Thanks for reading ~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆 Book:- https://amzn.to/3XsVTz2.13 Teams __ Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do. 14 Stress ___ Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stress

1. PRESENTED B Y

2. OVER VIEW
 Introduction of CRM
Definition
Need of CRM
Importance of CRM
Process
Requirement for effective CRM
 ECRM
 Problem definition
What is ECRM ?
Need of ECRM
Difference between CRM and e-CRM.
How it actually takes place ?
 Benefits
 Pitfalls
 Failure of ECRM in e-business
Reasons
 Solutions
 Proven Success & Conclusion

3. Introduction of CRM
 Customer Relationship Management is a concept that
gives a wider idea about how companies manage their
relations with customers.
 It includes capture ,storage & analysis of
customer information.

4. NEED FOR CRM
 To meet the changing expectations of customer due to:
(a) social and demographic factors.
(b) economic situations.
(c) educational standards.
(d) competitors product
(e) experience.
 To manage the dissatisfied customers.

5. CRM involves
 Shifting the focus from product to customer
 Considering the offer to what the customer require, not
what the organization can make.
 Integrating the customers.

6. IMPORTANCE OF CRM
 PARETO’S LAW
80:20 RULE
20% of customer account for 80% of turn over
20% of customer account for 80% of profit
20% of customer account for 80% of all your problems

7. PROCESS
 Whenever there is sales or service related interaction with customers,
all of these information are collected ,stored in appropriate place and
then analyzed properly to take decisions .
 whenever there is a opportunity Sales team collects the relevant data
regarding that perspective deal and draw their own conclusions about :
Perspective customer
Expected budget
Total spending
Product interested in
Key players in the deal & their key characteristics
Important dates etc.

8. REQUIREMENTS
Requirements for effective CRM
 Service order management
 Service contract management
 Planned service management
 Warranty management
 Knowledge management

9. Electronic Customer Relationship
Management
Latest paradigm in the world of CRM

10. NEED OF e-CRM
 Due to the introduction of new technology
 Due to globalization
(to satisfy the customers at global level)
Sometimes customer itself prefer to do online
purchasing.
 B asically ECRM is concerned with attracting & keeping
economically valuable customers & eliminating less
profitable ones.

11. DIFFERENCE BETWEEN CRM AND
e-CRM
CRITERION CRM eCRM
CUSTOMER CONTACTS TRADITIONAL MEANS-
RETAIL
STORE,TELEPHONE OR
FAX
THROUGH INTERNET,E-
MAIL,WIRELESS,MOBILE
AND PDA TECHNOLOGIES
SYSTEM INTERFACE WORKS WITH BACKEND
APPLICATION THROUGH
ERP SYSTEM
DESIGNED FOR FRONTEND
AS WELL AS BACKEND
APPLICATIONS THROUGH
ERP, DATA WAREHOUSE,
DATA-MART
SYSTEM IT REQUIRES PC CLIENTS
TO DOWNLOAD VARIOUS
APPLETS AND
APPLICATIONS.
HERE, BROWSER IS THE
CUSTOMERS PORTAL TO
eCRM

12. CRITERION CRM eCRM
CUSTOMIZATION AND
PERSONALIZATION
DIFFERENT PEOPLE
REQUIRE DIFFERENT
INFORMATION BUT
PERSONALIZED VIEWS
FOR DIFFERENT
AUDIENCE ARE NOT
POSSIBLE HERE.
PERSONALIZED VIEWS
BASED ON PURCHASE
AND PREFERENCE ARE
POSSIBLE
SYSTEM FOCUS SYSTEM IS DESIGNED
AROUND PRODUCT AND
JOB FUNCTIONS.
HERE,APPLICATIONS ARE
DESIGNED AROUND ONE
DEPARTMENT OR
BUSINESS UNIT.
SYSTEM IS DESIGNED
AROUND THE CUSTOMERS
NEED. ENTERPRISE WIDE
PORTALS ARE DESIGNED
AND NOT LIMITED TO A
SINGLE DEPARTMENT.
SYSTEM MAINTENANCE
AND MODIFICATIONS
IMPLEMENTATION IS
LONGER AND COSTLY
SYSTEM
IMPLEMENTATION
REQUIRE LESS TIME AND
COST

13. Process of eCRM

14. BENEFITS OF e-CRM
 Convenience
 Improvement in overall quality of customer experience
 Increased profitability
According to Anderson consulting a typical $1b
company can gain up to $130 million through ECRM.
Another study shows that 10% gain in repeat
customers can add about 10% in the company’s profit.
 Increased customer loyalty
It include personalization concept of time
saving.
collaborative filtering personalization s/
w

15.  More effective marketing.
 Improved customer service and support.
Through ECRM right tools helps sending
right orders to right customers at right time.
 Greater efficiency and cost reduction.

16. PITFALLS
 Huge money is required to implement ECRM.
 Highly knowledge requiring process.
 Results are not according to expectations.
 Sales and Marketing are reluctant to adopt new
automated CRM system.

17. FAILURE OF e-CRM IN BUSINESS
REASONS
• Quick implementation of e-CRM without proper study.
 Initial scope too broad.
 Complexity of system.
 Lack of user-friendliness.
 e-CRM fails if implementation takes more than 90 days.

18. EXAMPLES OF FAILURES
 Cisco
 B ain & Co.
 Report of Forrester Research
 B erkeley Enterprise Partners warns that 70% of projects
don’t produce +ve returns
 2 out of 5 respondents said –e CRM projects are “potential
flops” according to Data Ware House Institute Survey.

19. SOLUTIONS
 Developing customer focused business strategy
 BPR (Business Process Reengineering)
By: outsourcing
changing work process
 Training
 Change in Technology
 Providing security

22. CONCLUSION
 CRM is- to listen and learn, not tell and sell.
 ECRM boosts the energy in company.
 Strongest tool in retaining the customers

23. Websites:
• wikipedia.org
• ephany.com
Books:
• CRM made easy(CIO magazine)
• The truth about CRM
• CRM makes online shopping easy(magazine)