Customer relationship management (CRM) refers to the practices, strategies, and technologies that companies use to manage customer interactions and data in order to strengthen relationships with customers and drive sales growth. CRM systems help companies gain a complete understanding of customers, protect customer data, and allow access to customer information both in the office and on the road. While CRM can help identify leads, track the customer lifecycle, and improve forecasting, CRM implementations often fail due to unclear goals, lack of executive support, overcustomization, poor data quality, insufficient training, and team dynamics issues. Selecting and implementing CRM is hugely complex with difficulties at every stage.

1. G Seeta

2. Origin of CRM
The belief that customers are the real assets.
The maturation of one-to-one transaction advent.
Extensive use of software and technologies to maintain useful
information and no manual labor.
The realization of the benefits of utilizing information proactively
and not reactively.

3. What is CRM?
Customer relationship management (CRM) refers to the
practices, strategies and technologies that companies use to
manage, record and evaluate customer interactions in order
to drive sales growth by deepening and enriching
relationships with their customer bases.

4.  CRM systems help you to gain a complete understanding of
your customer
 CRM is not just a system – It’s a philosophy
 CRM will protect your vital customer data
 Access to CRM data in the office and on the road
WHY CRM?

5.  CRM gives a 360 degree view of your customer
 CRM can help to identify potential leads

6.  CRM allows you to track the full customer life-cycle
 CRM Is not just for sales
 CRM can be customizable to your business
 Improves sales forecasting and opportunity management

7. CRM Failures
Deployment
Implementation
Adoption

8. Unclear goals will result in selecting a wrong vendor
Support from the executive board is a must.
Implement the tool based on the priorities
Why CRM fails ?

9. Over customization
Insufficient training
Poor/dirty data
Team dynamics plays a crucial role

10. Contineous monitoring triggers results
CRM implementation is never complete
There is usually no one single reason for failure of a CRM
implementation. In most cases when a CRM
implementation fails, we see several of these conditions.

11. Recommendations from people they know- 92%
Consumer opinions posted online- 70%
Editorial contents such as newspaper articles- 58%
Branded websites- 58%
Emails signed up for- 50%
Customer Behaviour

12. Selecting and implementing CRM systems is
a hugely complex task with difficulties at
every stage. It will take longer than you
expect, it will cost more than youexpect and
you will never be the same afterwards.

13. THANK YOU..!