Customer Relationship Management (CRM)

1. Customer Relationship
Management (CRM)
By
Rajdeep Singh Bundela

2. DEFINITION AND MEANING
OF CRM

3. Customer relationship management (CRM) is a
system for managing a company's interactions
with current and future customers. It often
involves using technology to organize, increase
sales, marketing, customer service, and technical
support.

4. Process of C.R.M.

5. The purpose of CRM
The focus of CRM is on creating value for the
customer and the company over the longer
term” .
CRM enables organisations to gain
‘competitive advantage’ over competitors that
supply similar products or services .

6. Why is CRM important?
1. Sales Strategy
2. Promotion
3. Customer Service Improvement
4. Make a long-term relationships
5. Take a feedback

7. Step of CRM

8. Information Technology in CRM :
Technology plays a imp. role in CRM .
Technology can be used to keep a record of
customers names and contact details in addition to
their history of buying products or using services.
This information can be used to target customers in a
personalised way and offer them services to meet their
specific needs.

9. Challenges in CRM
• Richness of customer data.
• Integrated view of customer information.
• Feedback mechanism from customer.
• Intelligence at operational touch points.
• Consistence of communication.

10. References
What is CRM ? – Internet
Customer Relationship Management -
Wikipedia.
CRM image – Internet