SlideShare a Scribd company logo
SHEETAL WAGHMARE
M.TECH (Computer Science & Data Processing)
IIT KHARAGPUR
EMAIL-ID: shitu2iitkgp@gmail.com
sheetalw3@gmail.com
What is CRM?
• CRM, or Customer Relationship Management, is a
company-wide business strategy designed to
reduce costs and increase profitability by
solidifying customer loyalty.
• True CRM brings together information from all
data sources within an organization (and where
appropriate, from outside the organization) to give
one, holistic view of each customer in real time.
SHEETAL WAGHMARE IIT KHARAGPUR
• CRM is an IT enhanced value process, which
identifies, develops, integrates and focuses the
various competencies of the firm to the „voice‟ of
the customer in order to deliver long-term superior
customer value, at a profit to well identified
existing and potential customer.
Contd..
SHEETAL WAGHMARE IIT KHARAGPUR
A customer (also known as a client, buyer or
purchaser) is the recipient of a good, service,
product, idea obtained from a seller, vendor or
supplier for a monetary or other valuable
consideration.
Who is customer?
SHEETAL WAGHMARE IIT KHARAGPUR
Need of
CRM
CRM is not just a technology,
but rather a comprehensive
approach to an organization‟s
philosophy in dealing with its
customer.
Customer Relationship management is the
strongest and the most efficient approach
in maintaining and creating relationships
with customers.
CRM is not only pure business but
also ideate strong personal bonding
within people. Development of this
type of bonding drives the business to
new levels of success.
SHEETAL WAGHMARE IIT KHARAGPUR
SHEETAL WAGHMARE IIT KHARAGPUR
Imagine a system in place where the lines of
communication and information requests are
somewhat scrambled.
Management
does not have
real time
performance
information
Each area has
their own
system, tracking
and keeping
records on
different
software
Customer
Service does not
have marketing
information for
cross sell
opportunities.
Sales does not
have easy access
to client records
and customer
calls, old system
doesn't tie into
account, so don't
know past order
SHEETAL WAGHMARE IIT KHARAGPUR
A CRM system has one central system where all the
information is collected and stored in one location
SHEETAL WAGHMARE IIT KHARAGPUR
• Everyone is connected into one system
• People have the information they need to do their jobs
• Sales and Customer Service have a deeper knowledge of the
customers.
• Data duplication is eliminated
• Data security is strongly enhanced
• Providing promotions, services and products that are exactly
what your customers are looking for
• Offering better customer service
• Cross selling products more effectively and quickly
• Helping sales staff close deals faster
• Retaining existing customers and discovering new ones
SHEETAL WAGHMARE IIT KHARAGPUR
“Customer Relationship Management is a comprehensive approach for
creating, maintaining and expanding customer relationships”
SHEETAL WAGHMARE IIT KHARAGPUR
Technology Consideration of CRM
SHEETAL WAGHMARE IIT KHARAGPUR
Technology Consideration of CRM
SHEETAL WAGHMARE IIT KHARAGPUR
Steps Before Implementing CRM
Business
Objectives
Program
Initiatives
Departmental Plans
Technology
SHEETAL WAGHMARE IIT KHARAGPUR
Stages of Technology Implementation
Functional CRM
Departmental CRM
Partial CRM
Full CRM
SHEETAL WAGHMARE IIT KHARAGPUR
Gather data
Analyze the data
Formulation Strategy
Action
Customer Intelligence
SHEETAL WAGHMARE IIT KHARAGPUR
CRM Technology Components
CRM
Engine
Front Office Solution
Enterprise Application Integration
SHEETAL WAGHMARE IIT KHARAGPUR
Customer Life Cycle
SHEETAL WAGHMARE IIT KHARAGPUR
Customer Life Time Value
SHEETAL WAGHMARE IIT KHARAGPUR
Customer Life Time Value Calculation
• Say the average customer buys for 2 years, then
stops for at least 1 year. Therefore, we define
the LifeTime of a customer as 2years. Over
years, the average customer makes 16
purchases
 16* 2000 Profit per unit = 32000 LTV of the
average customer
SHEETAL WAGHMARE IIT KHARAGPUR
Justify
Cost of retaining old customer is
always less than generating new
customer
SHEETAL WAGHMARE IIT KHARAGPUR
Customer Life Cycle Management
 Personalization
 Customization
 Cross selling
 Up selling
This is a special form of the product which will be
prepared according to the personnel requirement
because of this personalized attention, the
customer retention process will become very easy
This improves the product quality according to
the expectations of the customer. This will change
the standard product into the specialized solution
for an individual to improve the customer
satisfaction
SHEETAL WAGHMARE IIT KHARAGPUR
SHEETAL WAGHMARE IIT KHARAGPUR
• The E-CRM or electronic customer relationship
marketing concept is derived from e-commerce.
• It also uses net environment i.e., intranet, extranet and internet.
Electronic CRM concerns all forms of managing relationships
with customers making use of information technology (IT)
• E-CRM expands the traditional CRM techniques by integrating
new electronic channels such as Web, wireless and voice
technologies and combines it with e-business applications into
the overall enterprise CRM strategy.
E-CRM
SHEETAL WAGHMARE IIT KHARAGPUR
• The CRM offerings remains channel centric
not customer centric.
• Customers want to interact with businesses
when and where it is convenient for them.
Need of E-CRM
SHEETAL WAGHMARE IIT KHARAGPUR
Acquisition: Increasing the number of customers
Retention: Increasing the amount of time that customer stays
Increased Profitability
Objective
Customer
acquisition
Customer
retention
Customer value
migration
Cross-selling
Frame Work of E-CRM
SHEETAL WAGHMARE IIT KHARAGPUR
• eCRM implies capabilities like self service knowledge bases, automated email response,
personalization of web content, online product bundling and pricing.
• ECRM gives Internet users the ability to interact with the business through their preferred
communication channel.
• It also allows business to offset expensive customer service agents with technology.
• E-CRM puts much emphasis on the customer satisfaction and reduced cost through
improved efficiency.
• E-CRM use customer data for personalization, cross-selling and up-selling.
• Sales Force Automation(SFA )and Enterprise Marketing Automation(EMA) is integrated
in the Ecrm.
Features of E-CRM
SHEETAL WAGHMARE IIT KHARAGPUR
Features of E-CRM
Enables a personalized relationship with customers
• Offers integrated customer information from all
departments into one centralized knowledge base
• Has a totally integrated, customer-centric approach
• Employs e-business technologies to extend customer
service and offers a variety of solutions tailored to
your specific needs
SHEETAL WAGHMARE IIT KHARAGPUR
E-Electronic
Channel
E-Enterprise
E-Empowerment
E-Economics
E-
Evaluation
E-
External
Informati
on
SHEETAL WAGHMARE IIT KHARAGPUR
They make the companies closer to
the customer
They provide the best interaction
between marketing, sales, service
and support
They reduce & eliminate the
disconnection between customer
and company relationship
They both improve upon reality
and perception of personalization
Mail, telephone or in person or the
common customer touch points
Difference Between in CRM & E-CRM
Man Power
Data
Pooling
Customer
Touch Points
Priority of
Goals
Process
Strategy
Nature of
Transaction
Emotional
Dealings
System Focus
SHEETAL WAGHMARE IIT KHARAGPUR
Components of E-CRM
• E-CRM Assessment
• E-CRM strategy alignment
If you can‟t measure it, you can‟t understand it.
If you can‟t understand it you can‟t control it
If you can‟t control it, you can‟t improve it.
SHEETAL WAGHMARE IIT KHARAGPUR
E-CRM Architecture
Customer Analytic Software
Data Mining Software
Campaign Management Software
Business Simulation
Real Time Decision Engine
•campaign management software
allows marketers to listen, learn
and engage with individuals
across channels and take them
from new customer to loyal
customer.
•Every customer interaction
generates data. Data which helps
to understand a customer as an
individual and reveal clues about
how best to engage them.
Architecture of PeopleSoft CRM
• The strength of PeopleSoft architecture is approach for integration
using the concept of available enterprise integration points (EIPs).
• The idea of EIP is central to all Internet architecture.
• They are open, standard pieces of reusable code that provide the
developers with preprogrammed means to communicate with internal
systems and other PeopleSoft systems.
• In Sap‟s world, they are called Business Application Programmers
Interface [BAPI].
• PeopleSoft provides these EIPs through their Open Integration
Framework.
• OIF is a multi-featured framework that provides foundation for
various interactions between systems.
SHEETAL WAGHMARE IIT KHARAGPUR
OIF
Application Messaging
Business Interlink
Component Interface API
People Code Java
File layout object & application engine
EDI(Electronic Data Interchange) Manager
Open Query
Back-end code
Business Interlinks architecture provides a plug-in
framework for PeopleSoft applications to invoke third-party
APIs over the internet. Different vendors support different
methods for invoking their APIs—including object
technologies such as CORBA; programming language-
specific interfaces for C or C++; or interfaces based on
HTTP and XML. The Business Interlinks framework
provides a consistent framework for application developers
to invoke external applications across this wide variety of
technologies.
The components are easily recognizable interfaces in the
business world such as a sales order, invoice etc. The
interface is the ability of architecture to recognize the
document in other party‟s form and pass PeopleSoft data to
that form. It can be done through the same languages and
protocols as business interlink and CORBA
Common Object Request Brooker Architecture is a standard
defined by object management group (OMG) the enables
software components written in multiple computer languages
to work together
SHEETAL WAGHMARE IIT KHARAGPUR
CRM Projects are divided into four phases:
• Phase I : Sales module customizations : It means the product catalogs, the
sales process embedding, the account and contact databases, and the sales
pipeline management.
• Phase II : Marketing module customizations : These are no different in
technical process from Sales module customizations. They are merely
different in what needs to be customized.
• Phase III : Integration with external applications : This is an analysis of the
existing information technology infrastructure and the network
functionality. This work identifies the integration points between the legacy
systems, the CRM application, and the possible installation and
customization of other new non-CRM applications and systems.
• Phase IV : Reporting integration : Reporting is a vital function for the
businesses that are scattered the office. The customization of those reports
and their generation are critical to corporate success.
SHEETAL WAGHMARE IIT KHARAGPUR
1. Explain the components of e-CRM.
2. Describe the steps to be followed before implementing
CRM.
3. Explain the six E‟s associated with e-CRM in business
organization.
4. Explain the four phases of any CRM project.
5. Compare CRM and e-CRM.
6. Explain the role of IT staff and integration experts as
team members for implementing CRM.
7. Describe the customer life cycle with an example.
8. Explain the need of e-CRM with an example.
9. Difference between cross-selling and up-selling.
SHEETAL WAGHMARE IIT KHARAGPUR

More Related Content

What's hot

Customer relationship management systems
Customer relationship management systemsCustomer relationship management systems
Customer relationship management systems
Prakash Raval
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
Mishaalhk
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
Omkareshwar Banore
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
GNA-IMT
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
Asad Ullah
 
CRM Architecture
CRM ArchitectureCRM Architecture
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
Ram Dutt Shukla
 
Overview Of CRM
Overview Of CRMOverview Of CRM
Overview Of CRM
Elijah Ezendu
 
CRMSession 1 - Introduction to Customer Relationship Management
CRMSession 1 - Introduction to Customer Relationship ManagementCRMSession 1 - Introduction to Customer Relationship Management
CRMSession 1 - Introduction to Customer Relationship Management
Welingkar Institute of Management Development & Research (WeSchool)
 
CRM - Customer Relationship Management
CRM - Customer Relationship ManagementCRM - Customer Relationship Management
CRM - Customer Relationship Management
1click
 
Crm
CrmCrm
Analytical Crm
Analytical CrmAnalytical Crm
Analytical Crm
Apurv Gourav
 
CRM Strategy and Implementation
CRM Strategy and ImplementationCRM Strategy and Implementation
CRM Strategy and Implementation
Loaded Technologies
 
Crm characteristics
Crm characteristicsCrm characteristics
Crm characteristics
execpgdm
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
Dimple ..
 
CRM
CRMCRM
New Crm Presentation
New Crm PresentationNew Crm Presentation
New Crm Presentation
Atul Chaudhary
 
ppt of crm
ppt of crmppt of crm
ppt of crm
Mundirika Sah
 
E CRM
E CRME CRM
E CRM
raveenar22
 
Customer relationship management
Customer relationship management Customer relationship management
Customer relationship management
Mohit Yadav
 

What's hot (20)

Customer relationship management systems
Customer relationship management systemsCustomer relationship management systems
Customer relationship management systems
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
 
CRM Architecture
CRM ArchitectureCRM Architecture
CRM Architecture
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
 
Overview Of CRM
Overview Of CRMOverview Of CRM
Overview Of CRM
 
CRMSession 1 - Introduction to Customer Relationship Management
CRMSession 1 - Introduction to Customer Relationship ManagementCRMSession 1 - Introduction to Customer Relationship Management
CRMSession 1 - Introduction to Customer Relationship Management
 
CRM - Customer Relationship Management
CRM - Customer Relationship ManagementCRM - Customer Relationship Management
CRM - Customer Relationship Management
 
Crm
CrmCrm
Crm
 
Analytical Crm
Analytical CrmAnalytical Crm
Analytical Crm
 
CRM Strategy and Implementation
CRM Strategy and ImplementationCRM Strategy and Implementation
CRM Strategy and Implementation
 
Crm characteristics
Crm characteristicsCrm characteristics
Crm characteristics
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
 
CRM
CRMCRM
CRM
 
New Crm Presentation
New Crm PresentationNew Crm Presentation
New Crm Presentation
 
ppt of crm
ppt of crmppt of crm
ppt of crm
 
E CRM
E CRME CRM
E CRM
 
Customer relationship management
Customer relationship management Customer relationship management
Customer relationship management
 

Viewers also liked

e-CRM
e-CRMe-CRM
e-CRM
gela0928
 
SAP_CRM
SAP_CRMSAP_CRM
SAP_CRM
Amit Upadhye
 
Chapter 7 e crm
Chapter 7 e crmChapter 7 e crm
Chapter 7 e crm
Marya Sholevar
 
Salim Adamon: Dynamics CRM overview & architecture
Salim Adamon: Dynamics CRM overview & architectureSalim Adamon: Dynamics CRM overview & architecture
Salim Adamon: Dynamics CRM overview & architecture
MSDEVMTL
 
E-CRM
E-CRME-CRM
CRM Implementation
CRM ImplementationCRM Implementation
CRM Implementation
Anand Subramaniam
 
The Basics Of CRM
The Basics Of CRMThe Basics Of CRM
The Basics Of CRM
Amal Biswas
 

Viewers also liked (7)

e-CRM
e-CRMe-CRM
e-CRM
 
SAP_CRM
SAP_CRMSAP_CRM
SAP_CRM
 
Chapter 7 e crm
Chapter 7 e crmChapter 7 e crm
Chapter 7 e crm
 
Salim Adamon: Dynamics CRM overview & architecture
Salim Adamon: Dynamics CRM overview & architectureSalim Adamon: Dynamics CRM overview & architecture
Salim Adamon: Dynamics CRM overview & architecture
 
E-CRM
E-CRME-CRM
E-CRM
 
CRM Implementation
CRM ImplementationCRM Implementation
CRM Implementation
 
The Basics Of CRM
The Basics Of CRMThe Basics Of CRM
The Basics Of CRM
 

Similar to Introduction To CRM

CRM Systems and Implemetation - Challenges & Opportunities
CRM Systems and Implemetation - Challenges & OpportunitiesCRM Systems and Implemetation - Challenges & Opportunities
CRM Systems and Implemetation - Challenges & Opportunities
seniorshelf.com
 
SCM AND CRM
SCM AND CRMSCM AND CRM
SCM AND CRM
Sibitha Sivan
 
ECRM UNIT-4.pptx
ECRM UNIT-4.pptxECRM UNIT-4.pptx
ECRM UNIT-4.pptx
ashutoshkankane1
 
Crm,scm & erp
Crm,scm & erpCrm,scm & erp
Crm,scm & erp
Chandramouli Seetharaman
 
ecrm-true-180221061404.pdf
ecrm-true-180221061404.pdfecrm-true-180221061404.pdf
ecrm-true-180221061404.pdf
etebarkhmichale
 
5 Enterprise Business Systems Conti.pptx
5 Enterprise Business Systems Conti.pptx5 Enterprise Business Systems Conti.pptx
5 Enterprise Business Systems Conti.pptx
FrancisKwarteng3
 
Chap008
Chap008Chap008
CRM++ Quote Management
CRM++ Quote ManagementCRM++ Quote Management
CRM++ Quote Management
CRMIT
 
Ecrm In Your Enterprise
Ecrm In Your EnterpriseEcrm In Your Enterprise
Ecrm In Your Enterprise
Aalpha India
 
Enliven CEM Brochure
Enliven CEM BrochureEnliven CEM Brochure
Enliven CEM Brochure
Ramyam Intelligence Lab
 
Crm1
Crm1Crm1
Crm12
Crm12Crm12
ecrm-120514081421-phpapp02.pdf
ecrm-120514081421-phpapp02.pdfecrm-120514081421-phpapp02.pdf
ecrm-120514081421-phpapp02.pdf
etebarkhmichale
 
What are the best retail crm software solutions to manage retail customers
What are the best retail crm software solutions to manage retail customersWhat are the best retail crm software solutions to manage retail customers
What are the best retail crm software solutions to manage retail customers
Spontaneous Enterprise
 
Crm implementation in insurance sector
Crm implementation in insurance sectorCrm implementation in insurance sector
Crm implementation in insurance sector
Rahul Gupta
 
The Ultimate How-To CRM Guide
The Ultimate How-To CRM GuideThe Ultimate How-To CRM Guide
The Ultimate How-To CRM Guide
LeadMaster Australia Pty Ltd
 
Service marketing- customer relationship management
Service marketing- customer relationship managementService marketing- customer relationship management
Service marketing- customer relationship management
sksbatish
 
Role of IT in SCM Presentation
Role of IT in SCM PresentationRole of IT in SCM Presentation
Role of IT in SCM Presentation
Muhammad Asif
 
Call Centre CRM
Call Centre CRMCall Centre CRM
Call Centre CRM
juliawitz
 
How to Achieve World Class Customer Experience through Insightful IT
How to Achieve World Class Customer Experience through Insightful IT How to Achieve World Class Customer Experience through Insightful IT
How to Achieve World Class Customer Experience through Insightful IT
Bobhallahan
 

Similar to Introduction To CRM (20)

CRM Systems and Implemetation - Challenges & Opportunities
CRM Systems and Implemetation - Challenges & OpportunitiesCRM Systems and Implemetation - Challenges & Opportunities
CRM Systems and Implemetation - Challenges & Opportunities
 
SCM AND CRM
SCM AND CRMSCM AND CRM
SCM AND CRM
 
ECRM UNIT-4.pptx
ECRM UNIT-4.pptxECRM UNIT-4.pptx
ECRM UNIT-4.pptx
 
Crm,scm & erp
Crm,scm & erpCrm,scm & erp
Crm,scm & erp
 
ecrm-true-180221061404.pdf
ecrm-true-180221061404.pdfecrm-true-180221061404.pdf
ecrm-true-180221061404.pdf
 
5 Enterprise Business Systems Conti.pptx
5 Enterprise Business Systems Conti.pptx5 Enterprise Business Systems Conti.pptx
5 Enterprise Business Systems Conti.pptx
 
Chap008
Chap008Chap008
Chap008
 
CRM++ Quote Management
CRM++ Quote ManagementCRM++ Quote Management
CRM++ Quote Management
 
Ecrm In Your Enterprise
Ecrm In Your EnterpriseEcrm In Your Enterprise
Ecrm In Your Enterprise
 
Enliven CEM Brochure
Enliven CEM BrochureEnliven CEM Brochure
Enliven CEM Brochure
 
Crm1
Crm1Crm1
Crm1
 
Crm12
Crm12Crm12
Crm12
 
ecrm-120514081421-phpapp02.pdf
ecrm-120514081421-phpapp02.pdfecrm-120514081421-phpapp02.pdf
ecrm-120514081421-phpapp02.pdf
 
What are the best retail crm software solutions to manage retail customers
What are the best retail crm software solutions to manage retail customersWhat are the best retail crm software solutions to manage retail customers
What are the best retail crm software solutions to manage retail customers
 
Crm implementation in insurance sector
Crm implementation in insurance sectorCrm implementation in insurance sector
Crm implementation in insurance sector
 
The Ultimate How-To CRM Guide
The Ultimate How-To CRM GuideThe Ultimate How-To CRM Guide
The Ultimate How-To CRM Guide
 
Service marketing- customer relationship management
Service marketing- customer relationship managementService marketing- customer relationship management
Service marketing- customer relationship management
 
Role of IT in SCM Presentation
Role of IT in SCM PresentationRole of IT in SCM Presentation
Role of IT in SCM Presentation
 
Call Centre CRM
Call Centre CRMCall Centre CRM
Call Centre CRM
 
How to Achieve World Class Customer Experience through Insightful IT
How to Achieve World Class Customer Experience through Insightful IT How to Achieve World Class Customer Experience through Insightful IT
How to Achieve World Class Customer Experience through Insightful IT
 

More from SHEETAL WAGHMARE

Heaps
HeapsHeaps
Multi ways trees
Multi ways treesMulti ways trees
Multi ways trees
SHEETAL WAGHMARE
 
Sales Force Automation
Sales Force AutomationSales Force Automation
Sales Force Automation
SHEETAL WAGHMARE
 
Enterprise Relationship Management
Enterprise Relationship ManagementEnterprise Relationship Management
Enterprise Relationship Management
SHEETAL WAGHMARE
 
Call Center
Call CenterCall Center
Call Center
SHEETAL WAGHMARE
 
Tree
TreeTree
Linklist
LinklistLinklist

More from SHEETAL WAGHMARE (7)

Heaps
HeapsHeaps
Heaps
 
Multi ways trees
Multi ways treesMulti ways trees
Multi ways trees
 
Sales Force Automation
Sales Force AutomationSales Force Automation
Sales Force Automation
 
Enterprise Relationship Management
Enterprise Relationship ManagementEnterprise Relationship Management
Enterprise Relationship Management
 
Call Center
Call CenterCall Center
Call Center
 
Tree
TreeTree
Tree
 
Linklist
LinklistLinklist
Linklist
 

Recently uploaded

Registered-Establishment-List-in-Uttarakhand-pdf.pdf
Registered-Establishment-List-in-Uttarakhand-pdf.pdfRegistered-Establishment-List-in-Uttarakhand-pdf.pdf
Registered-Establishment-List-in-Uttarakhand-pdf.pdf
dazzjoker
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results
 
AI Transformation Playbook: Thinking AI-First for Your Business
AI Transformation Playbook: Thinking AI-First for Your BusinessAI Transformation Playbook: Thinking AI-First for Your Business
AI Transformation Playbook: Thinking AI-First for Your Business
Arijit Dutta
 
Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...
Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...
Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...
Niswey
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results
 
Lukas Rycek - GreenChemForCE - project structure.pptx
Lukas Rycek - GreenChemForCE - project structure.pptxLukas Rycek - GreenChemForCE - project structure.pptx
Lukas Rycek - GreenChemForCE - project structure.pptx
pavelborek
 
Discover the Beauty and Functionality of The Expert Remodeling Service
Discover the Beauty and Functionality of The Expert Remodeling ServiceDiscover the Beauty and Functionality of The Expert Remodeling Service
Discover the Beauty and Functionality of The Expert Remodeling Service
obriengroupinc04
 
Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...
Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...
Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...
IPLTech Electric
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results
 
High-Quality IPTV Monthly Subscription for $15
High-Quality IPTV Monthly Subscription for $15High-Quality IPTV Monthly Subscription for $15
High-Quality IPTV Monthly Subscription for $15
advik4387
 
1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf
1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf
1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf
ISONIKELtd
 
Kalyan Chart Satta Matka Dpboss Kalyan Matka Results
Kalyan Chart Satta Matka Dpboss Kalyan Matka ResultsKalyan Chart Satta Matka Dpboss Kalyan Matka Results
Kalyan Chart Satta Matka Dpboss Kalyan Matka Results
Satta Matka Dpboss Kalyan Matka Results
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results
 
Pro Tips for Effortless Contract Management
Pro Tips for Effortless Contract ManagementPro Tips for Effortless Contract Management
Pro Tips for Effortless Contract Management
Eternity Paralegal Services
 
Prescriptive analytics BA4206 Anna University PPT
Prescriptive analytics BA4206 Anna University PPTPrescriptive analytics BA4206 Anna University PPT
Prescriptive analytics BA4206 Anna University PPT
Freelance
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results
 
一比一原版(QMUE毕业证书)英国爱丁堡玛格丽特女王大学毕业证文凭如何办理
一比一原版(QMUE毕业证书)英国爱丁堡玛格丽特女王大学毕业证文凭如何办理一比一原版(QMUE毕业证书)英国爱丁堡玛格丽特女王大学毕业证文凭如何办理
一比一原版(QMUE毕业证书)英国爱丁堡玛格丽特女王大学毕业证文凭如何办理
taqyea
 
2024.06 CPMN Cambridge - Beyond Now-Next-Later.pdf
2024.06 CPMN Cambridge - Beyond Now-Next-Later.pdf2024.06 CPMN Cambridge - Beyond Now-Next-Later.pdf
2024.06 CPMN Cambridge - Beyond Now-Next-Later.pdf
Cambridge Product Management Network
 
The Steadfast and Reliable Bull: Taurus Zodiac Sign
The Steadfast and Reliable Bull: Taurus Zodiac SignThe Steadfast and Reliable Bull: Taurus Zodiac Sign
The Steadfast and Reliable Bull: Taurus Zodiac Sign
my Pandit
 
PDT 99 - $3.5M - Seed - Feel Therapeutics.pdf
PDT 99 - $3.5M - Seed - Feel Therapeutics.pdfPDT 99 - $3.5M - Seed - Feel Therapeutics.pdf
PDT 99 - $3.5M - Seed - Feel Therapeutics.pdf
HajeJanKamps
 

Recently uploaded (20)

Registered-Establishment-List-in-Uttarakhand-pdf.pdf
Registered-Establishment-List-in-Uttarakhand-pdf.pdfRegistered-Establishment-List-in-Uttarakhand-pdf.pdf
Registered-Establishment-List-in-Uttarakhand-pdf.pdf
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
 
AI Transformation Playbook: Thinking AI-First for Your Business
AI Transformation Playbook: Thinking AI-First for Your BusinessAI Transformation Playbook: Thinking AI-First for Your Business
AI Transformation Playbook: Thinking AI-First for Your Business
 
Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...
Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...
Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
 
Lukas Rycek - GreenChemForCE - project structure.pptx
Lukas Rycek - GreenChemForCE - project structure.pptxLukas Rycek - GreenChemForCE - project structure.pptx
Lukas Rycek - GreenChemForCE - project structure.pptx
 
Discover the Beauty and Functionality of The Expert Remodeling Service
Discover the Beauty and Functionality of The Expert Remodeling ServiceDiscover the Beauty and Functionality of The Expert Remodeling Service
Discover the Beauty and Functionality of The Expert Remodeling Service
 
Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...
Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...
Sustainable Logistics for Cost Reduction_ IPLTech Electric's Eco-Friendly Tra...
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
 
High-Quality IPTV Monthly Subscription for $15
High-Quality IPTV Monthly Subscription for $15High-Quality IPTV Monthly Subscription for $15
High-Quality IPTV Monthly Subscription for $15
 
1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf
1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf
1 Circular 003_2023 ISO 27001_2022 Transition Arrangments v3.pdf
 
Kalyan Chart Satta Matka Dpboss Kalyan Matka Results
Kalyan Chart Satta Matka Dpboss Kalyan Matka ResultsKalyan Chart Satta Matka Dpboss Kalyan Matka Results
Kalyan Chart Satta Matka Dpboss Kalyan Matka Results
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
 
Pro Tips for Effortless Contract Management
Pro Tips for Effortless Contract ManagementPro Tips for Effortless Contract Management
Pro Tips for Effortless Contract Management
 
Prescriptive analytics BA4206 Anna University PPT
Prescriptive analytics BA4206 Anna University PPTPrescriptive analytics BA4206 Anna University PPT
Prescriptive analytics BA4206 Anna University PPT
 
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan ChartSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
 
一比一原版(QMUE毕业证书)英国爱丁堡玛格丽特女王大学毕业证文凭如何办理
一比一原版(QMUE毕业证书)英国爱丁堡玛格丽特女王大学毕业证文凭如何办理一比一原版(QMUE毕业证书)英国爱丁堡玛格丽特女王大学毕业证文凭如何办理
一比一原版(QMUE毕业证书)英国爱丁堡玛格丽特女王大学毕业证文凭如何办理
 
2024.06 CPMN Cambridge - Beyond Now-Next-Later.pdf
2024.06 CPMN Cambridge - Beyond Now-Next-Later.pdf2024.06 CPMN Cambridge - Beyond Now-Next-Later.pdf
2024.06 CPMN Cambridge - Beyond Now-Next-Later.pdf
 
The Steadfast and Reliable Bull: Taurus Zodiac Sign
The Steadfast and Reliable Bull: Taurus Zodiac SignThe Steadfast and Reliable Bull: Taurus Zodiac Sign
The Steadfast and Reliable Bull: Taurus Zodiac Sign
 
PDT 99 - $3.5M - Seed - Feel Therapeutics.pdf
PDT 99 - $3.5M - Seed - Feel Therapeutics.pdfPDT 99 - $3.5M - Seed - Feel Therapeutics.pdf
PDT 99 - $3.5M - Seed - Feel Therapeutics.pdf
 

Introduction To CRM

  • 1. SHEETAL WAGHMARE M.TECH (Computer Science & Data Processing) IIT KHARAGPUR EMAIL-ID: shitu2iitkgp@gmail.com sheetalw3@gmail.com
  • 2. What is CRM? • CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. • True CRM brings together information from all data sources within an organization (and where appropriate, from outside the organization) to give one, holistic view of each customer in real time. SHEETAL WAGHMARE IIT KHARAGPUR
  • 3. • CRM is an IT enhanced value process, which identifies, develops, integrates and focuses the various competencies of the firm to the „voice‟ of the customer in order to deliver long-term superior customer value, at a profit to well identified existing and potential customer. Contd.. SHEETAL WAGHMARE IIT KHARAGPUR
  • 4. A customer (also known as a client, buyer or purchaser) is the recipient of a good, service, product, idea obtained from a seller, vendor or supplier for a monetary or other valuable consideration. Who is customer? SHEETAL WAGHMARE IIT KHARAGPUR
  • 5. Need of CRM CRM is not just a technology, but rather a comprehensive approach to an organization‟s philosophy in dealing with its customer. Customer Relationship management is the strongest and the most efficient approach in maintaining and creating relationships with customers. CRM is not only pure business but also ideate strong personal bonding within people. Development of this type of bonding drives the business to new levels of success. SHEETAL WAGHMARE IIT KHARAGPUR
  • 7. Imagine a system in place where the lines of communication and information requests are somewhat scrambled. Management does not have real time performance information Each area has their own system, tracking and keeping records on different software Customer Service does not have marketing information for cross sell opportunities. Sales does not have easy access to client records and customer calls, old system doesn't tie into account, so don't know past order SHEETAL WAGHMARE IIT KHARAGPUR
  • 8. A CRM system has one central system where all the information is collected and stored in one location SHEETAL WAGHMARE IIT KHARAGPUR
  • 9. • Everyone is connected into one system • People have the information they need to do their jobs • Sales and Customer Service have a deeper knowledge of the customers. • Data duplication is eliminated • Data security is strongly enhanced • Providing promotions, services and products that are exactly what your customers are looking for • Offering better customer service • Cross selling products more effectively and quickly • Helping sales staff close deals faster • Retaining existing customers and discovering new ones SHEETAL WAGHMARE IIT KHARAGPUR
  • 10. “Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships” SHEETAL WAGHMARE IIT KHARAGPUR
  • 11. Technology Consideration of CRM SHEETAL WAGHMARE IIT KHARAGPUR
  • 12. Technology Consideration of CRM SHEETAL WAGHMARE IIT KHARAGPUR
  • 13. Steps Before Implementing CRM Business Objectives Program Initiatives Departmental Plans Technology SHEETAL WAGHMARE IIT KHARAGPUR
  • 14. Stages of Technology Implementation Functional CRM Departmental CRM Partial CRM Full CRM SHEETAL WAGHMARE IIT KHARAGPUR
  • 15. Gather data Analyze the data Formulation Strategy Action Customer Intelligence SHEETAL WAGHMARE IIT KHARAGPUR
  • 16. CRM Technology Components CRM Engine Front Office Solution Enterprise Application Integration SHEETAL WAGHMARE IIT KHARAGPUR
  • 17. Customer Life Cycle SHEETAL WAGHMARE IIT KHARAGPUR
  • 18. Customer Life Time Value SHEETAL WAGHMARE IIT KHARAGPUR
  • 19. Customer Life Time Value Calculation • Say the average customer buys for 2 years, then stops for at least 1 year. Therefore, we define the LifeTime of a customer as 2years. Over years, the average customer makes 16 purchases  16* 2000 Profit per unit = 32000 LTV of the average customer SHEETAL WAGHMARE IIT KHARAGPUR
  • 20. Justify Cost of retaining old customer is always less than generating new customer SHEETAL WAGHMARE IIT KHARAGPUR
  • 21. Customer Life Cycle Management  Personalization  Customization  Cross selling  Up selling This is a special form of the product which will be prepared according to the personnel requirement because of this personalized attention, the customer retention process will become very easy This improves the product quality according to the expectations of the customer. This will change the standard product into the specialized solution for an individual to improve the customer satisfaction SHEETAL WAGHMARE IIT KHARAGPUR
  • 22. SHEETAL WAGHMARE IIT KHARAGPUR
  • 23. • The E-CRM or electronic customer relationship marketing concept is derived from e-commerce. • It also uses net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers making use of information technology (IT) • E-CRM expands the traditional CRM techniques by integrating new electronic channels such as Web, wireless and voice technologies and combines it with e-business applications into the overall enterprise CRM strategy. E-CRM SHEETAL WAGHMARE IIT KHARAGPUR
  • 24. • The CRM offerings remains channel centric not customer centric. • Customers want to interact with businesses when and where it is convenient for them. Need of E-CRM SHEETAL WAGHMARE IIT KHARAGPUR
  • 25. Acquisition: Increasing the number of customers Retention: Increasing the amount of time that customer stays Increased Profitability Objective Customer acquisition Customer retention Customer value migration Cross-selling Frame Work of E-CRM SHEETAL WAGHMARE IIT KHARAGPUR
  • 26. • eCRM implies capabilities like self service knowledge bases, automated email response, personalization of web content, online product bundling and pricing. • ECRM gives Internet users the ability to interact with the business through their preferred communication channel. • It also allows business to offset expensive customer service agents with technology. • E-CRM puts much emphasis on the customer satisfaction and reduced cost through improved efficiency. • E-CRM use customer data for personalization, cross-selling and up-selling. • Sales Force Automation(SFA )and Enterprise Marketing Automation(EMA) is integrated in the Ecrm. Features of E-CRM SHEETAL WAGHMARE IIT KHARAGPUR
  • 27. Features of E-CRM Enables a personalized relationship with customers • Offers integrated customer information from all departments into one centralized knowledge base • Has a totally integrated, customer-centric approach • Employs e-business technologies to extend customer service and offers a variety of solutions tailored to your specific needs SHEETAL WAGHMARE IIT KHARAGPUR
  • 29. They make the companies closer to the customer They provide the best interaction between marketing, sales, service and support They reduce & eliminate the disconnection between customer and company relationship They both improve upon reality and perception of personalization Mail, telephone or in person or the common customer touch points
  • 30. Difference Between in CRM & E-CRM Man Power Data Pooling Customer Touch Points Priority of Goals Process Strategy Nature of Transaction Emotional Dealings System Focus SHEETAL WAGHMARE IIT KHARAGPUR
  • 31. Components of E-CRM • E-CRM Assessment • E-CRM strategy alignment If you can‟t measure it, you can‟t understand it. If you can‟t understand it you can‟t control it If you can‟t control it, you can‟t improve it. SHEETAL WAGHMARE IIT KHARAGPUR
  • 32. E-CRM Architecture Customer Analytic Software Data Mining Software Campaign Management Software Business Simulation Real Time Decision Engine •campaign management software allows marketers to listen, learn and engage with individuals across channels and take them from new customer to loyal customer. •Every customer interaction generates data. Data which helps to understand a customer as an individual and reveal clues about how best to engage them.
  • 33. Architecture of PeopleSoft CRM • The strength of PeopleSoft architecture is approach for integration using the concept of available enterprise integration points (EIPs). • The idea of EIP is central to all Internet architecture. • They are open, standard pieces of reusable code that provide the developers with preprogrammed means to communicate with internal systems and other PeopleSoft systems. • In Sap‟s world, they are called Business Application Programmers Interface [BAPI]. • PeopleSoft provides these EIPs through their Open Integration Framework. • OIF is a multi-featured framework that provides foundation for various interactions between systems. SHEETAL WAGHMARE IIT KHARAGPUR
  • 34. OIF Application Messaging Business Interlink Component Interface API People Code Java File layout object & application engine EDI(Electronic Data Interchange) Manager Open Query Back-end code Business Interlinks architecture provides a plug-in framework for PeopleSoft applications to invoke third-party APIs over the internet. Different vendors support different methods for invoking their APIs—including object technologies such as CORBA; programming language- specific interfaces for C or C++; or interfaces based on HTTP and XML. The Business Interlinks framework provides a consistent framework for application developers to invoke external applications across this wide variety of technologies. The components are easily recognizable interfaces in the business world such as a sales order, invoice etc. The interface is the ability of architecture to recognize the document in other party‟s form and pass PeopleSoft data to that form. It can be done through the same languages and protocols as business interlink and CORBA Common Object Request Brooker Architecture is a standard defined by object management group (OMG) the enables software components written in multiple computer languages to work together SHEETAL WAGHMARE IIT KHARAGPUR
  • 35. CRM Projects are divided into four phases: • Phase I : Sales module customizations : It means the product catalogs, the sales process embedding, the account and contact databases, and the sales pipeline management. • Phase II : Marketing module customizations : These are no different in technical process from Sales module customizations. They are merely different in what needs to be customized. • Phase III : Integration with external applications : This is an analysis of the existing information technology infrastructure and the network functionality. This work identifies the integration points between the legacy systems, the CRM application, and the possible installation and customization of other new non-CRM applications and systems. • Phase IV : Reporting integration : Reporting is a vital function for the businesses that are scattered the office. The customization of those reports and their generation are critical to corporate success. SHEETAL WAGHMARE IIT KHARAGPUR
  • 36. 1. Explain the components of e-CRM. 2. Describe the steps to be followed before implementing CRM. 3. Explain the six E‟s associated with e-CRM in business organization. 4. Explain the four phases of any CRM project. 5. Compare CRM and e-CRM. 6. Explain the role of IT staff and integration experts as team members for implementing CRM. 7. Describe the customer life cycle with an example. 8. Explain the need of e-CRM with an example. 9. Difference between cross-selling and up-selling. SHEETAL WAGHMARE IIT KHARAGPUR