CRM enables organizations to provide better customer service, increase efficiency, cross sell products more effectively, simplify processes, discover new customers, and increase revenues. CRM uses technologies like reporting, analysis, and prediction to segment customers into categories like best and worst. It also evolves through operational CRM that directly supports customers, and analytical CRM involving back-office strategic analysis. Current trends include relationship management of suppliers, partners, and employees.

1. McGraw-Hill/Irwin ©2008 The McGraw-Hill Companies, All Rights Reserved
CHAPTER 9
CUSTOMER
RELATIONSHIP
MANAGEMENT

2. 9-2
BUSINESS BENEFITS OF CRM
• CRM enables an organization to:
– Provide better customer service
– Make call centers more efficient
– Cross sell products more effectively
– Help sales staff close deals faster
– Simplify marketing and sales processes
– Discover new customers
– Increase customer revenues

3. 9-3
CRM BASICS
• Organizations can find their most valuable
customers through “RFM” - Recency,
Frequency, and Monetary value
– How recently a customer purchased items
(Recency)
– How frequently a customer purchased items
(Frequency)
– How much a customer spends on each
purchase (Monetary Value)

4. 9-4
The Evolution of CRM
• CRM reporting technology – help organizations
identify their customers across other applications
• CRM analysis technologies – help organization
segment their customers into categories such as
best and worst customers
• CRM predicting technologies – help
organizations make predictions regarding
customer behavior such as which customers are
at risk of leaving

5. 9-5
The Evolution of CRM
• Three phases in the evolution of CRM
include reporting, analyzing, and
predicting

6. 9-6
Operational and Analytical CRM
• Operational CRM – supports traditional
transactional processing for day-to-day
front-office operations or systems that
deal directly with the customers
• Analytical CRM – supports back-office
operations and strategic analysis and
includes all systems that do not deal
directly with the customers

7. 9-7
Operational and Analytical CRM

8. 9-8
Using IT to Drive Operational CRM

9. 9-9
Marketing and Operational CRM
• Three marketing operational CRM
technologies:
1. List generator – compiles customer
information from a variety of sources and
segment the information for different
marketing campaigns
2. Campaign management system – guides
users through marketing campaigns
3. Cross-selling and up-selling
• Cross-selling – selling additional products or
services
• Up-selling – increasing the value of the sale

10. 9-10
Sales and Operational CRM
• The sales department was the first to begin
developing CRM systems with sales force
automation – a system that automatically tracks
all of the steps in the sales process

11. 9-11
Sales and Operational CRM
• Sales and operational CRM technologies
1. Sales management CRM system –
automates each phase of the sales process,
helping individual sales representatives
coordinate and organize all of their accounts
2. Contact management CRM system –
maintains customer contact information and
identifies prospective customers for future
sales
3. Opportunity management CRM system –
targets sales opportunities by finding new
customers or companies for future sales

12. 9-12
Sales and Operational CRM
• CRM Pointers for Gaining Prospective
Customer
1. Get their attention
2. Value their time
3. Overdeliver
4. Contact frequently
5. Generate a trustworthy mailing list
6. Follow up

13. 9-13
Customer Service and
Operational CRM
• Three customer service operational CRM
technologies:
1. Contact center (call center)
2. Web-based self-service system
• Click-to-talk
3. Call scripting system

14. 9-14
Customer Service and
Operational CRM

15. 9-15
USING IT TO DRIVE
ANALYTICAL CRM
• Personalization – when a Web site knows enough
about a persons likes and dislikes that it can fashion
offers that are more likely to appeal to that person
• Analytical CRM relies heavily on data warehousing
technologies and business intelligence to glean insights
into customer behavior
• These systems quickly aggregate, analyze, and
disseminate customer information throughout an
organization

16. 9-16
USING IT TO DRIVE
ANALYTICAL CRM
• Analytical CRM information examples
1. Give customers more of what they want
2. Value their time
3. Overdeliver
4. Contact frequently
5. Generate a trustworthy mailing list
6. Follow up

17. 9-17
CUSTOMER RELATIONSHIP
MANAGEMENT’S SUCCESS FACTORS
• CRM success factors include:
1. Clearly communicate the CRM strategy
2. Define information needs and flows
3. Build an integrated view of the customer
4. Implement in iterations
5. Scalability for organizational growth

18. 9-18
CURRENT TRENDS: SRM, PRM,
AND ERM
• Current trends include:
– Supplier relationship management (SRM) –
focuses on keeping suppliers satisfied by
evaluating and categorizing suppliers for different
projects, which optimizes supplier selection
– Partner relationship management (PRM) –
focuses on keeping vendors satisfied by managing
alliance partner and reseller relationship that
provide customers with the optimal sales channel
– Employee relationship management (ERM) –
provides employees with a subset of CRM
applications available through a Web browser