This document provides an overview of customer relationship management (CRM). It discusses key aspects of CRM including customer satisfaction, loyalty and profitability. It also outlines common CRM areas like marketing, customer service, appointments and social media. The document then discusses CRM solutions and how marketing, sales and dashboards fit within a CRM strategy. It emphasizes that the goal of CRM is to manage customer interactions and relationships rather than directly sell products.

1. CRM –Customer RelationshipManagement
Presented By:
Ricardo Vanegas
ricardo.vanegas@live.com
(949) 274-9683

2. MARKET-BASED MAGEMENT
Ricardo Vanegas
Customer &
Business
Profitability
Customer
Satisfaction &
Customer
Loyalty
Customer-Focused
Organization
A successful Customer Focus
builds customer
RELATIONSHIPS and loyalty,
resulting in higher levels of
Customer and Business
Profitability.

3. CRM
Management of
Interactions and
relationships with
customers
• Marketing
• Customer service and support
• Appointments
• Social media
Areas:

4. SOLUTIONS
Ricardo Vanegas

5. MARKETING&SALES
Ricardo Vanegas
Conversion
Acquisition
Retention
Measurement
Leads
Prospects
Customers
GAP
A I D A

6. MARKETING:Sellmore
To more people.

7. MARKETING
Ricardo Vanegas
Acquisition
Conversion
Retention
Advertising:
To get consumer/customer’s
attention.
Marketing:
To communicate once we’ve
gotten their attention.
PR
To communicate once we’ve
gotten their attention
Measurement

8. MARKETINGCOMMUNICATIONSMIX
Ricardo Vanegas
6 Ways to Communicate your Message
• Advertising
• Sales Promotion
• Events and Experiences
• Public Relations and Publicity
• Direct Marketing
• Personal Selling

9. SALES:Generate revenue!

10. SALESPROCESS
Ricardo Vanegas
A I D A Awareness, Interest, Desire & Action!
Close
$$$
Potential Customer
Probability of Closing the sale
100%20% (x $) 40% 60% 80%
NegotiationPresentationContactQualified
Lead

11. DASHBOARDS
Ricardo Vanegas

12. SOLUTIONS
Ricardo Vanegas

13. Final Thought
CRM’S DON’TSELL
PRODUCTS!