This document provides an overview of the history, present, and future of customer relationship management (CRM). It discusses how CRM has evolved from mass marketing in the 1960s to focus more on customer segmentation, customization, niche marketing, and relationship building. The present involves promotion campaigns, feedback services, and CRM software. The future of CRM is focused on increased retention, sales, and reducing costs through technology that provides more customer information and individualized experiences. Overall, the document traces the development of CRM and its increasing importance in understanding and interacting with customers.

1. PAST, PRESENT AND
FUTURE OF
CUSTOMER
RELATIONSHIP
MANAGEMENT

2. DEFINITION AND
MEANING OF CRM

5. HISTORY OF CRM
1960 :
ERA OF MASS MARKETING
1970 :
SEGMENTATION AND
CUSTOMISATION

7. 1980 :
NICHE MARKETING AND SFA

8. 1990 :
RELATIONSHIP MARKETING,
TELEMARKETING AND CALL
CENTERS

9. MONOPOLY
MARKET
 SINGLE SELLER
 SELLER’S MARKET
 NO CLOSE SUBSTITUTES
 BARRIERS TO ENTRY
 FIRM AND INDUSTRY ARE SAME

11. PRESENT OF CRM
∫ PROMOTION CAMPAIGN
∫ FEEDBACK SERVICES
∫ UPGRADE SERVICES
∫ BRAND
∫ EVENTS

12. CONSUMER PROTECTION ACT 1986
BANKING OMBUDSMAN

13. CRM SOFTWARE

15. CONSUMER
RIGHTS
1. RIGHT TO BE PROTECTED
2. RIGHT TO BE INFORMED
3. RIGHT TO BE ASSURED

16. 4. RIGHT TO BE HEARD
5. RIGHT TO SEEK REDRESSAL
6. RIGHT TO CONSUMER EDUCATION

18. OBJECTIVES OF CRM
 INCREASE IN CUSTOMER SERVICE
 INCREASE EFFICIENCY
 LOWERING MARKETING COST
 AIDING THE DEPARTMENT

20. CONCEPTUAL UNDERSTANDING OF
RELATIONSHIP MARKETING

21. PRODUCT VS CUSTOMER
CENTRIC

23. IMPORTANCE OF CRM
☺ FORSEE CUSTOMER NEEDS
☺ DETAILS OF A CUSTOMER
☺ GROUPING CUSTOMERS
☺ ACQUIRING NEW CUSTOMERS
☺ COST EFFECTIVE
☺ HANDY DETAILS
☺ CUSTOMER SATISFACTION
☺ CUSTOMER LOYALTY

25. FUTURE OF
CRM
 RETENTION RATE
 INCREASED SALES
 REDUCED COSTS
 SIGNIFICANT ROLE

26.  TECHNOLOGY
 CUSTOMER
INFORMATION
 INTERACTIVE
 CUSTOMER
INDIVIDUALITY
 GLOBALISATION

28. CRM IN INDIA
A. INTRODUCTION
B. LITERATURE REVIEW
C. TECHNOLOGY SELECTION
D. EMPLOYEE EMPOWERMENT
E. CUSTOMER KNOWLEDGE STRATEGY

29. CASE STUDY

30. BIBLIOGRAPHY
http://www.jrosenfield.com/articles/CRM-
History.htm
http://estebankolsky.com/2009/09/a-
brief-history-of-scrm/
http://www.managementstudyguide.com/
origin-of-crm.htm
http://www.youtube.com/watch?v=g-
OP8xZmAJM
http://www.youtube.com/watch?v=Zwrk1
3lwzHk

31. PEARLENE
(24)
KRISHMA NIHARIKA
(42) (30)
VATSAL
(50)
SANAYA KHYATI
(40) (38)