Customer Relationship Management

3. Customer
Relationship
Management

4. Shoaib Manzoor - 23
Abdul Rehman - 54
Jahanzaib Hassan - 55
Salma Muhammad yar - 49
Sohaib Riaz - 07
Tariq Mumtaz - 28
Tayyab Usman - 48
Muhammad Navaz - 18
BSIT MORNING 2012-2016
GROUP 4

5. Anum Naaz
Roll No 32

6.  History of CRM
 Earlier
applications of
CRM
 Todays CRM

7. CRM methodology enables the organization to understand the
customers' needs and behavior better. It introduces reliable
processes and procedures for interacting with customers and
develop stronger relationships with them.

8. Abdul
Rehman
Roll No 54

9.  winning new customers

10. Satisfying
Customers

11. 3. Create a single view of the
customer
Central System for capturing
information

12.  Generation Of lead

13. Jahanzeeb
Hassan
Roll No 55

14.  Develop better communication channels
 Collect customer related data
 Create detailed profiles of individual customers
 Increased customer satisfaction
 Access to customer account history, order
information, and customer information at all
touch points

15.  Identify new selling opportunities
 Increased market share and profit
margin
 Increased revenues
 More effective reach and marketing
 Improved customer service and support

16. Salma Muhammad
Yar
Roll No 49

17. Operational CRM
Filtered Customer knowledge
Strengthened Customers knowledge

18. Analytical
CRM
 Segmentation Of
Customers

19.  Based on RFM
 Customer segmentation
VIP
Main Customers
Ordinary customers
Scattered Customers

20. Collaborative CRM
 Increase Customer Loyalty

21. Implementation of CRM
Sohaib Riaz
Roll NO 07

22.  Factors
 Easy Interaction
 Easy access to information
 Abundant supply of customer information
 Growth with customers

23.  CRM Software
 Process of Implementing CRM
Strategic decision making
Choose an Project Manager
Project team commitment
Used phased approach

24.  Company Types that must use CRM
 Banking
 Finance
 Airlines and Hotels
 Insurance

25. Tariq
Mumtaz
Roll No 28

26.  Multiple Commination channel
 Web Channel
 Fax Channel
 Email
 Interactive TV Channel
 IVR(Integrated voice
Response)

27.  Database
 Workflow and
assignment
 Scalability

28. Tayyab Usman
Roll No 48

29.  customer satisfaction
 Economy
 Technology

30. Muhammad
Nawaz
Roll No 18

31. Any
Question??