The document defines Customer Relationship Management (CRM) as a strategy focused on building and maintaining lasting relationships with customers. It outlines the key elements of CRM, including understanding customer needs, improving customer retention, and enhancing perceived value, while emphasizing the importance of personalized interactions. Ultimately, effective CRM can lead to increased profits, improved services, and long-term business sustainability.

1. Mohamed Sheta

2. CRM definition
 “The approach of
identifying, establishing, maintaining, and
enhancing lasting relationships with
customers.”
 “The formation of bonds between acompany
and its customers.”

3. 1. A database of customer activity.
2. Analyses of the database.
3. Given the analyses, decisions about which
customers to target.
4. Tools for targeting the customers
5. How to build relationships with the targeted
customers.
6. Privacy issues.
7. Metrics for measuring the success of the CRM
program(Feed Back)
Steps of CRM

4. Role of CRM system
1. Relationship building.
2. Importance of Customer retention.
3. Built loyalty in customers.
4. Understand Customer Value.
5. Customer-focused organization.

5. Economics of customer retention

8. Why Customer move away ?

11. The Customer's Perceived Value :
The state in which quality of total Value
, satisfaction, Service and Experience perceived by
customer exceeds Its Cost.
Customer’s Perceived Value is competitive advantage
acquired by CRM system get it and become a leader in
your industry.

12. •In addition to trust and value, salespeople must:
•Understand customer needs and problems.
•Meet their commitments.
•Provide superior after sales support.
•Upgrade your skills and abilities.
•Have a passionate interest in establishing and retaining a long-
term relationship (e.g., have long-term perspective).
• Feedback.
How to built Relationship with
Customer

14. Benefits of CRM
CRM is about making each and every customer feel like
they have a one-to-one relationship with you.
Effective CRM gives you the opportunity to show your
customers that:
• You know and recognize them
• You understand them
• You care about their needs, questions and concerns
• You want to deliver services and products they need the
most
• You appreciate their business

15. Goals of CRM
 Increase in profit.
 Making new customer.
 Improved serivces.
 Decrease over all costs.
 Grow your business.
 Long term profitability and sustainability.
 To Increase customer satisfaction.

16. Concluding in the end…..
CRM helps in
↑ Customer life cycle
↑ Customer life-time value
By implementing a right CRM system, you can
improve your customer interaction and retain the
customer for long, thus increasing your market share
both in terms of capital and customer.