CRM

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CRM

  1. 1. C R M in Service Industry Jerry Jose
  2. 2. What is CRM ? <ul><li>It is a process. </li></ul><ul><li>Develop, maintain, establish. </li></ul><ul><li>It is a module of the ERP. </li></ul><ul><li>It is also a software. </li></ul>
  3. 3. Past Present and Future …. <ul><li>Past </li></ul><ul><ul><li>1960 Mass marketing (black n white time) </li></ul></ul><ul><ul><li>1970 Segmentation. </li></ul></ul><ul><ul><li>1980 Niche marketing (elite class). </li></ul></ul><ul><ul><li>1990 Relationship marketing (call center). </li></ul></ul>
  4. 4. Present <ul><li>Satisfaction Based (Customer needs, Complaints) </li></ul><ul><li>Performance Based (Customer perception, retention) </li></ul><ul><li>Commitment Based (Improvement, feedback) </li></ul>
  5. 5. Future… <ul><li>Customer will play a significant role in managing relationship. </li></ul><ul><li>Be interactive </li></ul><ul><li>Recognize customer individuality. </li></ul><ul><li>Develop end to end customer process. </li></ul>
  6. 6. Benefits of CRM <ul><li>Provide Better Customer Service </li></ul><ul><li>Increase Customer Revenues </li></ul><ul><li>Discover New Customers </li></ul><ul><li>Help Sales Staff Close Deals Faster </li></ul><ul><li>Simplify Marketing And Sales Processes </li></ul>
  7. 7. CRM in Service Industry World wide SERVICE firms had been the pioneers in adapting the practice of customer relationship management practices .
  8. 8. Some of the service industry were CRM is running successfully <ul><li>Hospitality </li></ul><ul><li>IT </li></ul><ul><li>Telecom </li></ul><ul><li>Financial services </li></ul>
  9. 9. CRM Services…. <ul><li>Providing service </li></ul><ul><li>Call centers. </li></ul><ul><li>Customer grievance cell </li></ul><ul><li>Feedback </li></ul><ul><li>Max. no. of customer base. </li></ul>
  10. 10. Advantages of CRM <ul><li>Increased economy. </li></ul><ul><li>Increased competition. </li></ul><ul><li>Growth. </li></ul><ul><li>Choices. </li></ul><ul><li>Brain Storming. </li></ul>
  11. 11. Thank You !!!

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