This document presents information on customer relationship management (CRM). It discusses key aspects of CRM including operational CRM which focuses on managing different customer touchpoints and channels, collaborative CRM which integrates marketing, sales, and service applications, and analytical CRM which uses customer data to generate business intelligence. The document also outlines the goals, strategies, objectives, and tactics used in a CRM program and emphasizes that CRM requires cultural change, technology alone is not enough, and continuously enhancing the customer experience is important for long term success.

1. Presented by:-
Chandan Kr Singh
Sparshi Jain
Garima Bhardhwaj

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4. “ By Entering into your premises, the customer
is giving an opportunity to serve him, but you
are not doing any favor by serving him”.
- Mahatma Gandhi
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9. Direct Klosk Web
voice voice
interactio ATM /chat
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Operational Multi-channel synchronization integration
CRM
Provider Agent
Intermediant Partners
Direct Broker
Distribution channel synchronization integration
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10. Service/
marketing sales
support
Collaborative
CRM
Application Integration
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11. Customer
Customer Product
activity data
data mart data mart
Analytical mart
CRM
Analytical
business
Intelligence
Customer generic data warehouse
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15. Goals Strategies Objectives Tactics
Plans
Profitability Establish long Invest in CRM Achieve 60% Implement 24/7
term customer technologies customer call centre
relationships retention
CRM G-SPOT

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20.  CRM requires a cultural change with organizations.
 CRM can be enabled by technology, but this alone
will not deliver business benefits – change
management is vital.
 The customer experience needs to be consistently
enhanced.
 Its an ongoing business process and will create
sustainable competitive advantage.

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Remember “ If you aren't listening to your
customer, your competitors will.”