Municipal 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 st

1. Compiled by :
Navita Khanna

2.  CRM is a strategy by which companies optimise
profitability through enhanced customer satisfaction.
 CRM is about automating and enhancing the customer-
centric business processes of Sales, Marketing, and
Service.
 CRM also focuses on added customer loyalty that
directly affects the organization’s bottom line.

4. CRM Evolution
BPR ERP SFA CRM eCRM
Cost Reduction Strategy Growth Strategy
IT Led
Business Led Marketing Led
1980s 1990s 2000s

5. ECRM is the customer focussed management of the
whole eBusiness relationship with each customer, in
order to measure, create and increase income and
reduce costs for each customer & segment and thus to
generate greater positive lifetime value.
ECRM is the customer focussed management of the
whole eBusiness relationship with each customer, in
order to measure, create and increase income and
reduce costs for each customer & segment and thus to
generate greater positive lifetime value.
Put simply, eCRM means CRM-
database access via the Web. It
means Intranet access for
internal users, extranet access
for business partners and
customers and of
course, Internet access for the
market at large.

6. e-CRM 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.
Traditional CRM + Internet = e-CRM

7.  Due to the introduction of new technology
 Due to globalization
 Changing customer attitudes and
expectations
 To gain competitive advantage
 To measure, create and increase income for
the business
 To reduce costs

9. Technical e-CRM Capabilities
Customer
Analytic
Software
Data Mining
Software
Campaign
Management
Software
Business
Simulation
Real Time
Decision
Engine

10. Technical e-CRM Capabilities
 Customer analytic software predicts, measures, and interprets
customer behaviors, allowing companies to understand the
effectiveness of e-CRM efforts.
 Data mining software builds predictive models to identify
customers most likely to perform a particular behavior.
 Campaign management software leverages the data warehouse
to plan and execute multiple, highly targeted campaigns
overtime, using triggers that respond timed events and
customer behaviour.
 Business simulation used in conjunction with campaign
management software optimises offer; messaging and channel
delivery prior to the execution of campaigns, and compares
planned costs and ROI projections with actual results.
 A real time decision engine coordinates and synchronises
communications using business intelligence.

12. Customer Centric Information Store
Analysis & Segmentation Engine
Personalization Engine
Broadcast Engine
Transaction Engine

13. The customer-centric information store
Consolidates information about millions of customers together
with preferences, permissions, and information that may be
useful to them.
The analysis and segmentation engine
Helps in leveraging this customer information to build a
business campaign strategy and evaluate its success.
The personalisation engine
Helps in personalising the entire customer
experience, configuring unique sets of messages and offers to
each customer.

14. The broadcast engine
Helps to proactively deliver information and offers to every
customer via the media of his or her choice.
The transaction engine
Helps to facilitate the interactions between customer and the
company, either exchanging information or driving
transactions.
Equipped with such infrastructure, companies can continually
create significant customer value at Internet speed, automating the
―who, what, when, where, and how of sales and marketing‖.

15. An organization should plan for e-CRM if it aims on any
of the following goals –
 Better levels of customer service
 More effective customer lifecycle management
 A single ‗360 degree‘ customer view
 Higher sales (better conversion rates etc.)
 User-generated content
 Site ‗stickiness‘
 Increased customer switching costs
 Decreased costs (through customer self service etc.)
 Reduce customer acquisition costs
 Improve customer retention

16. 7 C‘s of effective e-CRM
Context
Content
Community
Customization
Communication
Connection
Commerce

17. I. Terms of Reference
Everyone needs to be clear on what they understand by
e-CRM for the project and why they consider e-CRM is
going to be of benefit.
II. Commercial Scope
What is the realistic scope and likely ROI for the initiative?
III. Customer Insight
The better you know your customers, or get to know
them, the better you will be able to serve them.
 Who are your current and future customers?
 How much do you currently know about them?
 What are your points of contact with them?
 How do they perceive you etc.?

18. IV. Data Capture & Analysis
 What data you will need to support your digital
strategy?
 How you are going to capture that data?
 How you will store, manage and use that data?
V. Business Case & Implementation Path
 How do you best roll out and phase the
implementation of your e-CRM initiative?
 How do you ensure you build a platform for future
growth and yet not spend too long and too much
money trying to do everything at once?
 What is your optimal cost / ROI development path
in light of your digital strategy?
VI. Do & Review

19.  A Forrester Research study of 70 retailers found that convenience
was the number one ranked reason (84%) for purchasing on-line
versus off-line.
 A study by the Boston Consulting Group found that 65% of on-line
customers who purchase at a given web site will never make a
second purchase.
 A recent McKinsey & Co. study revealed that a 10% gain in repeat
customers can add about 10% to the company‘s profits.
 Typically costs 5 times as much to acquire a new customer as it
does to retain an existing one.
The best way to keep existing customers happy is to deliver value to
them on their own terms.

20. Oracle
Demand Products
Sage
MS Dynamics
CRM
SAP CRM
India‘s
Top 5
e-CRMs
2
1
5
3
4

21. MS Dynamics
CRM
Good integration with Microsoft
Office Products
Reasonable sales force automation
Strong technology & architecture
Strong partner delivery network
Heavy browser architecture - fat client
Not taken seriously in the SaaS market
place
Titan is Microsoft's first attempt at
hosted CRM
Weak marketing and customer support
Lacks functionality depth

22. Oracle
On-Demand
CRM integrates to Oracle Financials
Nice dashboard
Good data warehousing (lacks
flexibility, but good presentation)
Strong sales force automation (SFA)
Not as strong marketing automation or
customer service
Lacks deep functionality offered by
some other hosted vendors
Offline version is pretty bad
Allegedly poor customer service and
turnover

23. SAP
CRM
Backing by the largest application
software vendor in the world
Isolated tenancy hosted delivery
model is a welcome change from
most other hosted CRM vendors
The product is new, shallow and
comparatively weak when compared
to other hosted CRM vendors;
however, offers much broader and
powerful ERP capabilities.

24. Get a ‗360—degree‘ view of your
customer