This document provides an overview of relationship marketing and customer relationship management (CRM). It discusses the meaning and scope of relationship marketing, including its focus on building internal and external relationships with key stakeholders. It also outlines the evolution of relationship marketing approaches over time from direct mail to loyalty marketing. The document then covers characteristics of relationship marketing like being a business strategy, involving two-way relationships, and being customized. It also discusses types of customer relationships, fundamental CRM concepts, and strategies for planning and implementing relationship marketing and CRM programs.
The book has been designed to serve as an essential insight
necessary to understand CRM (Customer Relationship Management)
that especially meets the requirements of T5 MBA students of KTU
specializing in marketing. Substantive coverage has been given to
topics like CRM technology, Sales Force Automations, Enterprise
Marketing Automation, implementing CRM, Application Service
Provider, Impact of CRM on Marketing Channels and CRM Tools.
A small powerpoint of CRM and the concept behind it. The context isn't great but the design is a nice template. It was used in a Sales class so the exercise isn't there.
The book has been designed to serve as an essential insight
necessary to understand CRM (Customer Relationship Management)
that especially meets the requirements of T5 MBA students of KTU
specializing in marketing. Substantive coverage has been given to
topics like CRM technology, Sales Force Automations, Enterprise
Marketing Automation, implementing CRM, Application Service
Provider, Impact of CRM on Marketing Channels and CRM Tools.
A small powerpoint of CRM and the concept behind it. The context isn't great but the design is a nice template. It was used in a Sales class so the exercise isn't there.
Learn more about the technological advancements in CRM and how it will help you deliver experiences and give your business an edge over competitors.
Stay updated with the Emerging CRM Trends:
https://www.officeclip.com/blog/post/2020/10/06/emerging-crm-trends
SalesFundaa is a Customer Relationship Management (CRM) software powered by Dial N Search Pvt. Ltd. We at SalesFundaa have created an excellent CRM software which is easy to use and will take care of your business issues. Visit: www.salesfundaa.com for more information.
Customer Relationship Management (CRM) has grabbed the attention of both practice and research in the past decade, developing into an area of major significance. The focus of the CRM concept is to build a long-term and value-added relationship for both the organisation and customers. Governments – although considered late followers compared to the private industry – have been showing growing interest in CRM systems recently to help public and government agencies track and manage relationships with their constituents. In this article, we review existing literature to provide an understanding of the field. We also present a proposed CRM framework based on literature review and practice work. The proposed framework is envisaged to act as a practical management tool that provides a holistic overview of implementation phases, components of each phase, and associate critical success factors.
Customer Relationship Management and CRM Solutions in TCSBonny V Pappachan
The presentation is a detailed explanation about objectives , applications , phases , trends , benefits and failures of Customer Relationship Management and about the company TATA Sons. It also includes CRM solutions in Tata Consultancy Services
Learn more about the technological advancements in CRM and how it will help you deliver experiences and give your business an edge over competitors.
Stay updated with the Emerging CRM Trends:
https://www.officeclip.com/blog/post/2020/10/06/emerging-crm-trends
SalesFundaa is a Customer Relationship Management (CRM) software powered by Dial N Search Pvt. Ltd. We at SalesFundaa have created an excellent CRM software which is easy to use and will take care of your business issues. Visit: www.salesfundaa.com for more information.
Customer Relationship Management (CRM) has grabbed the attention of both practice and research in the past decade, developing into an area of major significance. The focus of the CRM concept is to build a long-term and value-added relationship for both the organisation and customers. Governments – although considered late followers compared to the private industry – have been showing growing interest in CRM systems recently to help public and government agencies track and manage relationships with their constituents. In this article, we review existing literature to provide an understanding of the field. We also present a proposed CRM framework based on literature review and practice work. The proposed framework is envisaged to act as a practical management tool that provides a holistic overview of implementation phases, components of each phase, and associate critical success factors.
Customer Relationship Management and CRM Solutions in TCSBonny V Pappachan
The presentation is a detailed explanation about objectives , applications , phases , trends , benefits and failures of Customer Relationship Management and about the company TATA Sons. It also includes CRM solutions in Tata Consultancy Services
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2..
Mmmmm
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stress
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
2. MEANING
Is a philosophy or theory of the way of doing
business by building relationships – Internally
and Externally.
Relationship with three primary Stakeholders –
Shareholders, Employees and Customers.
It is about understanding the relationship
framework in totality (why, what and how) in
order to define the organizational goals and
objectives.
3. EVOLUTION OF RM
1960s – Direct Mail
1970s – Direct Response Marketing /
Advertising
Late ’70s – Direct Marketing
1980s – Database Marketing
Late ’80s – One-to-one Marketing
1990s – Loyalty Marketing
Late ’90s – Relationship Marketing
4. CHARACTERISTICS
Business Strategy: Involves all the resources of the
organization aimed at enhancing relationship with
stakeholders of the company
Two-way Relationship: Mutual benefit to all the
parties involved
Pragmatic: Factual and practical. Relies on
information.
One-2-one: Customised to suit individuals. No ‘onefits-all’ strategy.
Dynamic: Need for details and scope for constant
improvement.
5. TYPES OF CUSTOMER RELATIONSHIPS
Strategic
Relationship:
An
emotional
connection between the entities. Understanding
the length, depth and width of relationships. A
long-term relationship. Ex: FMCG Buying, Bank
Accounts.
Tactical Relationship: Based on mutual
convenience.
Committed
for
a
single
transaction. A short-term relationship. Starting
point for a strategic relationship.
Ex: Insurance, Travel and Tourism, Healthcare,
One-time Buying.
6. FUNDAMENTAL CONCEPTS OF CRM
Customer Satisfaction: Delivering products to
match / exceed customer expectations.
Providing higher value through enhanced
benefits.
Customer Retention: Activity that retains
profitable customers. Mutually beneficial.
Loyalty is the ultimate point of retention.
Customer Loyalty: Continued buying. An
element of emotional attachment. Satisfied
customers become loyal over a period of time.
7. PLANNING RM STRATEGIES
The Path
Identify key areas of relationship (why)
Fix realistic objectives (what)
Plan the relationship route (how)
The Essentials
Resources: The Feasibilities
Medium: The Channel
Communication: The Message
8. BASIC RM STRATEGIES
Acquisition Strategies
Allocation of Resources
STP based on information available
Providing need-specific products
Effective reach - Media
Retention Strategies
The Retention Road-map: Suspect – Prospect Buyer – Customer – Loyal Customer – Advocate
The Strategies: “Activity – Status – Next Steps” Analysis.
10. DEFINITION
CRM is the strategic use of
Information, Processes, Technology and
People to manage the customer’s
relationship with the company’s various
operations, viz., marketing, sales,
services and support, across the
customer life cycle.
11. CRM CONCEPTS
Customer Life Cycle (CLC): CLC is the total time that
the customer is engaged with the company derived from
the customer’s experience and viewpoint.
Customer Asset: Customers as company’s assets. Loyal
customers earn long-tern revenues.
Customer Value: Differentiating valuable customers
from the rest. High-value customers generate higher
revenues at lesser costs.
Customer Touch Points: TPs are the means / media that
is used to interact with the customers. TP interactions
must be targeted to a specific customer and allow for a
response through a conversation / transaction / reply /
feedback etc.
12. UNDERSTANDING CRM
CRM is a total discipline.
CRM is a strategic tool.
CRM reaps long term benefits.
CRM is an enterprise plan.
CRM works on a set of processes.
CRM links to all operations that touch
customers.
13. THE CRM HIERARCHY
The Customer Actualization Paradigm
Cus. loyalty
Customer Analytics
Customer Knowledge
Customer Information
Customer Data
14. COMPONENTS OF CRM
Information – The raw material that is crucial
for a production process to take place.
Technology – The Machine that enables the
process of manufacturing – quickly and
efficiently.
Process – All the critical processes that enable
production.
People – The power to convert raw material
into finished product.
Customer Loyalty – The finished product.
15. INFORMATION
Managing information is critical for success of
business
Crucial for forecasting and strategic decision making
Customer information is a tangible asset that is
inventoried and managed
Obtained from various sources – Internal and
External
Scattered and crude, refined with the help of
technology
16. TECHNOLOGY
The tools (Hardware, Software and Networks)
employed to manage the information and process
that is used to deliver customer experiences.
Technology is an initiator. Helps in designing the
CRM process based on information and objectives.
Technology
engineers the solution.
Aid
implementing and managing the CRM process.
Technology Decisions: The Platform, Partners and
Vendors.
17. PROCESS
A set of tools / steps / scheme of activities for doing
something
Based on objectives
Custom designed to suit the organizational
requirements
Defines the path / route from beginning to end
18. PEOPLE
Critical component of CRM
Nearest to the customers
Satisfied customers come from satisfied people
Need to be trained on the CRM processes – the tools
and methodology.
Measurements and rewards for people retention.
21. Types of CRM Projects
Operational CRM: Integrating business processes
involving CTPs.
Collaborative CRM: Involves facilitation of
collaborative partners / services for building
relationship with customers.
Analytical CRM: Involves use of analytical tools and
technology to analyze the data that gets converted
into knowledge.
22. Generic CRM Framework
GENERIC CRM FRAMEWORK
-
IDENTIFYING THE ISSUE / NEED
DETERMINING THE OBJECTIVE / PURPOSE
o To improve efficiency
o To increase effectiveness
PEOPLE PLANNING
•
•
•
•
•
•
IT PLANNING
•
•
•
•
IDENTIFYNG REQUIREMENT
RECRUITMENT AND SELECTION
TEAM STRUCTURE
ROLE SPECIFICATION
TRAINING & DEVELOPMENT
MOTIVATION, EVALUATION &
CONTROL
Identifying IT requirements
Understanding CTPs
Modifying the CTPs
Evaluating the CTPs
CRM EVALUATION
-
EVALUATING ACTUAL AGAINST PLANNED
METRICS FOR MEASURING CRM PERFORMANCE
o PROFITS
o ROI
o SALES
o CSI: CUSTOMER SATISFACTION INDEX
DATA PLANNING
-
Understanding the legacy data systems
Integrating the customer data across the
operational and functional channels
Evaluating the customer data
requirements.
23. Purpose / Objectives
Improve Marketing Productivity: Increase marketing
efficiency
through
reducing
distribution
costs,
streamlining
order
processing
and
inventory
management, reducing acquisition costs and through
retaining customer; enhance marketing effectiveness
through segmenting, targeting and positioning,
personalizing and customizing, partnering to enter new
markets and develop new products.
Enhance Mutual Benefits: Personalize the offerings,
anticipate and serve the emerging needs of the customers,
Carving a niche and enjoying the advantage of
competitive differentials.
Customer
Loyalty:
Building
relationship,
being
committed, satisfy the expectations, listening to
customers, fine tune service processes, partnering and
building customer loyalty.
24. Programs – Based on Purpose
Continuity Marketing
B2C Markets: After-marketing in the form of after sales
relationship building efforts; Loyalty Programs in the
form of special treatments given to privileged
customers; and cross selling
B2B Markets: Special sourcing arrangements, preferred
customer programs, JIT arrangements.
25. Programs – Based on Purpose
One-to-one Marketing / Individual Marketing or
Account based Marketing
B2C
Markets: Permission marketing via direct
marketing methods, and personalization
B2B Markets: Key account Management, Global
account management programs.
26. Programs – Based on Purpose
Partnering / Co-marketing
B2C Markets: Affinity Partnering for mutual benefits
using endorsement strategies or co-branding, by
creating a new brand to target a new segment.
B2B Markets: Co-designing, strategic partnership and
co-marketing for improved efficiency and mutual
benefits.
27. CRM Planning - People
Identifying the right employees
Team structure – the number of members in a team
and the number of teams per project needs to be
decided.
Management
by
partnership
or
individual
management also needs to be decided.
Decisions regarding role specification with respect to
who plays what role in CRM management.
Training employees on building effective customer
interactions, handling complaints, motivating
them through right incentives and planning a
provision for all these
Monitoring process performance will safeguard
against failure and give roadmap for further
28. CRM Planning - IT
Identifying the IT requirements: IT requirements in
the form of software, hardware, network, technology
enable d CTPs
Understanding IT based CTPs like internet, mobile,
telephone etc.
Modifying CTPs for improved performance, by
enabling efficient technology systems
Evaluating the CTPs using metrics
29. CRM Planning- Data
Understanding the legacy data systems, that are there
within the organisation.
Integrating the data across the functional and
operational channels to get a 360 degree view of the
customers
Evaluating the data to identify the requirements for
CRM.
30. CRM – Performance Evaluation
Defining metrics for performance evaluation – the
balanced scorecard method.
To evaluate if programs adhere to expectations
To take corrective actions in terms of modifying
existing processes or to develop new processes
Building a relationship model and developing a
performance metric confirming the objectives set.