This document discusses Customer Relationship Management (CRM). It defines CRM as a strategy to learn customers' needs and behaviors to develop stronger relationships. CRM aims to turn good customers into advocates and prevent departing customers from becoming critics. The document outlines key CRM disciplines like knowing customers and learning from interactions. It also describes CRM functionality including sales automation, marketing automation, and modules for managing data, projects, knowledge and customer self-service.

1. Customer Relationship
Management
Microsoft Dynamics AX 2009

2. What is CRM?
We experience Customer
Relationship Management (CRM)
every day.

3. CRM is Concepts, Ideas, Strategy
"CRM is a strategy used to learn more
about customers' needs and behavior
to develop stronger relationships with
them." (Source: CRM Research Center)

4. Experts do not agree on all the fine
points defining CRM. However, all the
definitions are customer focused.

5. CRM Disciplines
Act on Learn From
Know Your
What you What you
Customer
Know Know

6. Types of Customers
Advocate Terrorist
Customers Customers
Praises the company's Defames the company
service, products, and and its service at every
support. This customer
acts as a loyal supporter opportunity.
of the company.

7. CRM's focus turns good customers into
advocates of the company and prevents
a departing customer from becoming a
terrorist.

8. Companies strive to move customers to higher loyalty
and profitability levels.
CRM can move customers toward the first quadrant
(Area 1), improving customer loyalty and profit.

9. So How To Focus on Customers?
- Obtain correct customer data.
- One to One Contact.
- Collect Information / Personal Communication
- Product Customization.
- Learning Relationships.

10. The customer's loyalty and lifetime value is
increased by using CRM correctly to know
the customer, understand their needs, and
help the customer grow.

11. CRM Functionality

12. CRM Functionality
4 Main Areas of CRM:
- Sales force Automation.
- Sales Management.
- Marketing Automation.
- Telemarketing
5 Modules in Sales & Marketing Module:
- Document Management.
- Data Management.
- Project Management
- Knowledge Management
- Customer Self-Service (Enterprise Portal)