Group 4's CRM project focuses on customer interaction and retention. The team members are Autsa Adhikari, Apurv Mangla, Bhumi Zinzuvadiya, Shubham Khera, and Apurv Rathi. The document discusses five main CRM features: customer interaction, providing current customer information, maintaining ongoing communication, why ongoing communication is important, and how CRM solutions help provide current customer data. It also addresses how customer interaction records are maintained in the CRM database and how organizations can utilize these records.

1. GROUP NO: 4
CRM
Team Members
Autsa Adhikari-
TASACS202202012
Apurv Mangla-
TASACC202203001 Bhumi Zinzuvadiya
Shubham Khera-
TASACS202202003
Apurv Rathi -
TASACS202108004

5. Five main
features

6. Customer interaction & customer retention
Allowing customers the ability to
communicate through any channel
and on any device.
Giving customers access to more
data so they feel informed and
empowered in purchasing decisions.
Offering customers the tools to
schedule service that accommodates
their preferences and availability.

7. Provide current information
about customers
 All activities will be recorded
 Easy to access
 Charts
 Get the relevant information and
actively reach out quicklty
Customer interaction

8. How to maintain
ongoing
communication
By analyzing historical data which is analysis of the study of
market behaviour over a given period of time. Through detailed
examination of a market's past behaviour, traders and investors
can gain perspective on the inner workings of that market.
Historical data analysis pertaining to an individual security or
market can be useful in several ways:
 Market Insight
 System Development
 Consistency
By analyzing consumer preferences which can be done by
identifying who your customers are, finding out their shopping
methods, listen to their complaints, conducting a satisfaction
survey, etc.

9. Why do we
maintain ongoing
communication
 It is useful in maintaining long term relationships by
personalizing customer interactions or warmly
greeting customers, making them feel understand
what they want.
 It is useful in gaining better understanding of what
they want.
 Helpful for keeping in forefront of their minds.

10. CRM solutions will help providing
current information about
customers by the following
methods.
 Contacting the customer- phone or
email interactions, appointments,
exchanged letters, fax.
 Understanding their purchase habits- As
the system often involves using
technology to organize, automate and
synchronize sales, marketing customer
service and technical support.

11.  Use your CRM database to find your highest value clients.
 Use your CRM database to learn from your own sales process.
 Make more money from your existing customers by analyzing your CRM
database records.
 Unlock more revenue by understanding and retaining more customers.

12. Customers
Data Interaction
in CRM
Database
Personal Details
Purchase Records
Customer interaction Record
Lead Source
Other Useful Information

13. Maintaining
Records of
Customer
Interaction
By maintaining complete data of customers
By avoiding entry of duplicate leads and contacts
CRM modules help analyze customer interactions and
extract insights from them
The CRM database keeps a record of all phone calls,
all email interactions, data tracked during their
website visits, and all other touchpoints
How is it Done ?

14. How an Organization uses the
customer interaction records
Use the information to send
surveys to the customer and
further get insights from them .
Knowing what the customer is
most interested in and offering
credit for similar related
purchases.
These records help improve the
customer service on the next
interaction with them.

15. THANK
YOU .