The presentation is a detailed explanation about objectives , applications , phases , trends , benefits and failures of Customer Relationship Management and about the company TATA Sons. It also includes CRM solutions in Tata Consultancy Services

1. Presented by
BONNY V PAPPACHAN
CHIKKU BIBY PITTAPPILLY
MERIN JOHN
NIMALA.N
SREELAKSHMI.C
YOUNG
GROUP -7

2. WHAT IS CRM?
• Customer relationship management (CRM) is a term that refers to
practices, strategies and technologies that companies use to manage and
analyze customer interactions and data throughout the customer lifecycle,
with the goal of improving business relationships with customers, assisting
in customer retention and driving sales growth.
• CRM systems are designed to compile information on customers across
different channels or points of contact between the customer and the
company which could include the company's website, telephone, live chat,
direct mail, marketing materials and social media.

3. OBJECTIVE
• Managing the full range of the customer relationship involves 2 related objectives:
 To provide the organization and all of its customer-facing employees with
a single, complete view of every customer at every point through all
channels.
To provide the customer with a single, complete view of the company and
its extended channels.

4. APPLICATIONS
1) Contact and Account Management
2) Sales
 Enjoy a safe storage space
Stay up to date what’s happening
Show in time for new sale
3) Marketing and Fulfillment
4) Customer Service and Support
5) Retention and loyalty Programs

5. THE THREE
PHASES OF CRM

7. 1. Acquire new customers
Innovation
Convenience
2. Enhance profitability of existing customers
Cross selling & up selling
One stop shop
3. Retain profitable customers for life
Listen & Respond
Achieve customer lock-on

8. Customer
Relationship
Management
Submitted by ,
`
BONNY V PAPPACHAN ( P16179 )

9. CRM
CRM “ is a business strategy that aims to understand, anticipate and manage the needs of an
organisation’s current and potential customers”.

10. Quality and
efficiency
Decrease in
overall costs
Customer
Satisfaction
Increase
profitability
Improved
Customer
Relations
BENEFITS OF CRM

11. CRM FAILURES :
Lack of senior management sponsorship
Improper change management
Elongated projects
Poor integration between CRM and core
business systems

12. TRENDS IN CRM :

13. GUESS THE
COMPANY,FOUNDER
AND CEO

14. FOUNDER

15. MD AND CEO FROM GOD’S OWN COUNTRY

16. Taglines
• Beyond the obvious
• Experience certainty
• Diversity, inclusion ,human resources.

17. Main employees and competitors
• N .Chandrasekhar
• Current chairman of Tata sons
• Worked for Tata motors, Tata consultancy services
• Played a key role in building it to a great brand
• Major competitors
• Infosys
• Wipro
• Cognizent
• Cts

18. MILESTONS
• Currently contributes more than 70% of the total revenue of its parent company.
• One of the largest company by market capitalization.(around 80 billion )
• Ranked 64th overall in Forbes world’s most innovative companies
• In 2015 ranked 10th in Fortune India 500 list

19. MILESTONES
• Placed among big 4 most valuable IT services brands worldwide.
• Founded in 1968 by J.R.D.Tata and F.C.Kohli.
• Established India’s first dedicated software and research center TRDDC in Pune.
• 25th August 2004,became a public listed company.
• First company in India to enter bioinformatics (2005),ERP software for IRCTC(2006),ends
RIL’s 23 year run as most profitable firm(2015)
• One of the largest private sector employers in India, and the fourth-largest employer among
listed Indian companies (after Indian Railways, Indian Army and India Post).
• Have grown heavily by accusitions and has 67 subsidiaries operating worldwide.

20. TCS with it’s 67 subsidiaries provides a large range of information technology related products and
services which includes-
1. Application development,
2. Business process outsourcing,
3. Capacity planning,
4. Consulting,
5. Enterprise software,
6. Hardware sizing,
7. Payment processing,
8. Software management
9. Technology education services.
10. TCS BaNCS
11. TCS MasterCraft

21. TCS' services are organized into the following service lines :
• Application development and maintenance (43.80%) value;
• Asset leverage solutions (2.70%);
• Assurance services(7.70%);
• Business process outsourcing (12.50%);
• Consulting (2.00%);
• Engineering and Industrial services (4.60%);
• Enterprise solutions (15.20%); and
• IT infrastructure services (11.50%)

22. • TCS is uniquely positioned to support sophisticated CRM strategies, offers complete services from
advisory and strategy consulting to IT landscape and process optimization and on to implementation
and support.
• CRM solutions include cloud, mobile, social media, master data management and real-time analytics
services and components.
• They continually enhance their CRM solutions and services through their partnerships with leading
product vendors, including Oracle, SAP, Salesforce.com, Microsoft and Pega.
• TCS can also helps to seamlessly integrate social media platforms, cloud-based CRM innovations and
mobile applications.

23. Oracle Solutions
•TCS Digital Field Service Solution on Oracle
•TCS Customer Service Experience Solution on Cloud for Manufacturers
•TCS B2B Digital Commerce Solution
•TCS Oracle CX Offerings
•TCS' Retail Analytics and Consumer Insights solution
•Airline Customer Experience (CX) Solution on Oracle
•Retail Customer Experience (CX) Management
•Telecom CRM-in-a-Box
•Citizen Services Solution
•TCS Field Service Mobile
•Warranty Management
• Siebel Customer Relationship Management
SAP Solution
•SAP CRM