Customer relationship management (CRM) involves managing customer data and interactions to drive sales growth. It uses business processes and technology to understand customers and provide a consistent experience. Nestle's mission is to operate responsibly and improve quality of life, while its vision focuses on sustainable long-term growth. Its target market includes people of all ages and it offers a wide range of products like milk, dairy, water and cereals. CRM systems give customer service reps access to sales data and help manage requests while enabling self-service support. Benefits include identifying the best customers and providing personalized service, but some CRM projects fail to deliver results or damage relationships.

1. CUSTOMER RELATIONSHIP
MANAGEMENT

2. WHAT IS CRM???
The practices, strategies and technologies that
companies use to manage, record and evaluate
customer interactions in order to drive sales
growth by deepening and enriching
relationships with their customer bases.
From marketing aspect, CRM is defined by as a
combination of business process and
technology that seeks to understand a
company’s customers from the perspective of
who they are, what they do, and what they are
like.

3. MISSION
“ Positively influence the social environment in
which we operate as responsible corporate
citizens, with due regard for those environmental
standards and societal aspirations which improve
quality of life.”
Henri Nestlé, 1857

4. VISION
The strategic priorities of Nestle Pak Ltd are
focused on delivering shareholder value through
the achievement of sustainable, capital efficient
and profitable long term growth.

5. TARGET MARKET
Their main target market includes people of all
ages.
Wide variety of dairy products is available to
cater almost every segment of customer such as
Milk, dairy and Chilled dairy.
Females – Nesvita
Business students - Bottled water

6. Baby food - Maggie noodles
 Children, teens and adults - Breakfast cereals
Beverages - Nescafe, Milo, Nesquik, and
Nestle Friuta Vitals
People of all ages - Chocolates and
confectionary

13. Customer Service And Support
A CRM system gives service reps real-time
access to the same database used by sales
and marketing.
Requests for service are created, assigned, and
managed.
Call center software routes calls to agents.
Help desk software provides service data and
suggestions for solving problems.
Web-based self-service enables customers to
access personalized support information.

14. Benefits of CRM
Identify and target the best customers.
Real-time customization and personalization of
products and services.
Track when and how a customer contacts the
company.
Provide a consistent customer experience and
superior service and support across all
customer contact points.

15. FAILURE OF CRM
Business benefits of CRM are not guaranteed.
50 percent of CRM projects did not produce
promised results & 20 percent damaged
customer relationships.

16. STATISTICAL GRAPH