The document discusses customer relationship management (CRM) in management information systems. It describes the major components of CRM including contact/account management, sales, marketing, customer service, and retention programs. The document also outlines the three phases of CRM as acquiring, enhancing, and retaining customers. Both the benefits of CRM in identifying best customers and customizing products, as well as challenges like lack of preparation are covered. In conclusion, the document provides a high-level overview of key aspects of implementing CRM systems.

1. Customer Relationship
Management in MIS
By: RANJANI

2. Customer relationship management

3. Real world case

4. Summary

5. Avaya

6. Avaya IP

7. Major Clusters in CRM
Contact and account
management
Sales
Marketing fulfillment
Customer service and support
Retention and loyalty
programmes

8. Three phases of CRM
Acquire
Enhance
Retain

9. Benefits and challenges to CRM
It allows a business to identify and target their
best customers.
It makes possible real time customization and
personalization of products based on
customer needs.
It also keeps a track of a customers when he
contacts the company.

10. CRM failures
Lack of understanding and preparation.

11. Thank you