The document provides an overview of customer relationship management (CRM). It discusses the history and evolution of CRM from database marketing in the 1980s to relationship marketing in the 1990s to CRM in the early 2000s. It defines CRM as everything involved with managing the customer relationship. The goals of CRM are also outlined, such as providing better customer service and cross-selling products more effectively. Different types of relationship marketing are described, from basic transactions to partnership models. The document also discusses implementing a CRM program and the importance of an integrated approach.
SalesFundaa is a Customer Relationship Management (CRM) software powered by Dial N Search Pvt. Ltd. We at SalesFundaa have created an excellent CRM software which is easy to use and will take care of your business issues. Visit: www.salesfundaa.com for more information.
SalesFundaa is a Customer Relationship Management (CRM) software powered by Dial N Search Pvt. Ltd. We at SalesFundaa have created an excellent CRM software which is easy to use and will take care of your business issues. Visit: www.salesfundaa.com for more information.
A strategic docket for optimizing profitability and ensuring business continuity by aligning organisational focus, processes and products to customer values.
Customer Relationship Management or CRM is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service and technical support.
It is a new business philosophy based on trust and value
It provides selling organisations with the platform to obtain a competitive advantage by embracing customer needs and building value-driven long-term relationships.
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
Salesforce CRM is today’s popular cloud-based CRM which is preferably improving the business standards worldwide. Salesforce training has been increasing the chances of various business owners to move their companies to peak grades in the market. However, having a knowledge on CRM and its types helps one to understand and efficiently use any kind of it for the appropriate purpose.
MIS 13 Customer Relationship ManagementTushar B Kute
The slides are created for 'Management Information System' subject of SEIT under University of Pune, INDIA.
Subject Teacher: Mr. Tushar B Kute,
Sandip Institute of Technology and Research Centre, Nashik.
CRM Software : Kapture CRM is a Mobile platform, user-friendly Customer Relationship Management software for Real Estate, Banks, Hotels, FMCG industries.
A strategic docket for optimizing profitability and ensuring business continuity by aligning organisational focus, processes and products to customer values.
Customer Relationship Management or CRM is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service and technical support.
It is a new business philosophy based on trust and value
It provides selling organisations with the platform to obtain a competitive advantage by embracing customer needs and building value-driven long-term relationships.
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
Salesforce CRM is today’s popular cloud-based CRM which is preferably improving the business standards worldwide. Salesforce training has been increasing the chances of various business owners to move their companies to peak grades in the market. However, having a knowledge on CRM and its types helps one to understand and efficiently use any kind of it for the appropriate purpose.
MIS 13 Customer Relationship ManagementTushar B Kute
The slides are created for 'Management Information System' subject of SEIT under University of Pune, INDIA.
Subject Teacher: Mr. Tushar B Kute,
Sandip Institute of Technology and Research Centre, Nashik.
CRM Software : Kapture CRM is a Mobile platform, user-friendly Customer Relationship Management software for Real Estate, Banks, Hotels, FMCG industries.
Customer Relationship Management (CRM): Theory and PracticeJ. Todd Bennett
Learn the basics of Customer Relationship Management (CRM) for continuing education and discover how to create an "information centered organization" resulting in better programs, more inquiries, increased revenue and repeat customers. From cutting-edge technologies to simple do-it-yourself tools, get practical tips for making the most of your marketing dollars.
The Future of CRM: Aligning Sales and Support Around the Customer JourneyTeckstco
CRM/Analytics thought leader Ryan McGuire looks at the future of CRM as one where the customer journey is aligned from sales to support, and how your organization can take steps toward making this transformation. Enterprise two-way messaging platform provider Teckst discusses enterprise use cases and learnings from past implementations.
Parth\'s in it\'s endeavour to manage sales effectively with real time communication tools ,developed the crm,which will guide companies towards excellence in customer relationship.
Customer Relationship Management [CRM] is a business strategic tool which helps in developing great relations with your customer. The prime factor here is customer satisfaction. CRM is a process where a company with the aid of technology, sales team, marketing and various other methods interact with their customer. This interaction is vital to have feedbacks, to earn leads and to develop that relationship which can be nurtured over several years, also to have strong product base.
Rai University provides high quality education for MSc, Law, Mechanical Engineering, BBA, MSc, Computer Science, Microbiology, Hospital Management, Health Management and IT Engineering.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
Students, digital devices and success - Andreas Schleicher - 27 May 2024..pptxEduSkills OECD
Andreas Schleicher presents at the OECD webinar ‘Digital devices in schools: detrimental distraction or secret to success?’ on 27 May 2024. The presentation was based on findings from PISA 2022 results and the webinar helped launch the PISA in Focus ‘Managing screen time: How to protect and equip students against distraction’ https://www.oecd-ilibrary.org/education/managing-screen-time_7c225af4-en and the OECD Education Policy Perspective ‘Students, digital devices and success’ can be found here - https://oe.cd/il/5yV
How to Split Bills in the Odoo 17 POS ModuleCeline George
Bills have a main role in point of sale procedure. It will help to track sales, handling payments and giving receipts to customers. Bill splitting also has an important role in POS. For example, If some friends come together for dinner and if they want to divide the bill then it is possible by POS bill splitting. This slide will show how to split bills in odoo 17 POS.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
3. A BRIEF HISTORY
1980s: Database Marketing
– Speak individually to countless customers
– The reality: It's too costly, too difficult, and doesn't pay out
on the bottom line
– The compromise: A little database marketing goes a long way,
maybe plus an iota of demographics
4. A BRIEF HISTORY
1990s: Relationship Marketing
– Major phenomenon: Loyalty programs.
– Major promise: Loyalty!
– Major result:
Companies such as airlines now have an enormous incremental
layer of expenses, without much to show for it
Early 2000's: Customer Relationship Management
– Major phenomenon: Great promise
– Major reality: Promise unattained.
6. Types of relationship marketing
Basic
Sale of product with no support and/or follow-up.
Reactive
Sale of product with minimal support.
Accountable
Following sale of the product, the salesperson follows
up and checks that all is going well. Customer
suggests improvements that are acted upon.
Proactive
Company contacts the existing customers finding out
if current product is meeting their needs. Defining
future needs and putting forward suggestions.
Partnership
Company continuously works with the customers to
discover ways to deliver better value.
7. Establishing a relationship-marketing programme
Identify the key customers meriting relationship
management
Assign a skilled manager to each key customer
Develop a clear job description for relationship
management
Have each relationship manager develop annual and long
range customer relationship plans
Appoint an overall manager to supervise the relationship
managers
8. What is CRM
Craig Conway ,CEO – People Soft
Customer approaches a business with an expectation.
On company reactions they form an experience that shapes their
behavior.
The ability to recognize this process & to actively manage it forms
basis of CRM
Scott Fletcher , President - e pipeline
Set of business process/policies that are designed to acquire retain
and service customers.
9. Ronni Marshak –Seybolds group
Every company’s game plan includes
Goals – Profitability
Strategy – Establish L.T customer relationships
Plans – Invest in CRM technology
Objectives –Achieve 60 % customer retention
Tactics – Implement 24/7 call centre
Robert Thompson , President , Front Line Solutions
CRM is a business strategy to select and manage customers to optimize
long term value.
CRM requires customer centric business philosophy & culture to support
effective marketing , sales & Service processes
10. Brent Frei , CEO Onyx Software
CRM is a comprehensive set of processes and technologies for
managing the relationships with potential and current customers
across marketing sales and service functions
Peter Keen ,Chairman Keen Innovations
CRM is the commitment of the company to place the customer
experience at the centre of its priorities& to ensure that incentive
systems , processes and information resources leverage the
relationship by enhancing the experience
11. Targeting Acquisition Retention Expansion
Customer Relationship Management can be simply defined as everything involved with
managing the customer relationship.
Customer Relationship Management can be simply defined as everything involved with
managing the customer relationship.
The Value of the Relationship
• Who Do we target
• What segments are most
profitable
• What segments match our Value
Proposition
• What is the best segmentation
strategy for us / our industry
• What is the best channel for
each segment
• What is the acquisition cost for
a channel / segment
• Do certain channels deliver
certain types of customers
• Cost effective acquisition
• How can we improve
retention
• What is our average
customer relationship length
• How can we hold customer
for as long as possible
• What is the most cost
effective method of retention
• How many products does our
average customer buy
• How can we induce our
current base to buy more
products
• Who are the prime targets for
expansion
• What is the cost of expansion
Customer Relationship Management Definition
Duration of Customer Relationship
Value($)
12. Why CRM?
It costs six times more to sell to new customer than to sell
to an existing one.
A typical dissatisfied customer will tell 8-10 people
By increasing the customer retention rate by 5%, profits
could increase by by 85%
Odds of selling to new customers = 15%, as compared to
those for existing customers (50%)
70% of the complaining customers will remain loyal if
problem is solved
90% of companies do not have the sales and service
integration to support e-commerce
13. Goals of CRM?
* Provide better customer service
* Make call centres more efficient
* Cross sell products more effectively
* Helps sales team close deals faster
* Simplify marketing and sales process
* Discover new customers
* Increase customer revenues
14. Marketing Selling Servicing
Customer Management Process Threads
Broadcast
Mail
Field Personnel
Agents/Distributors
Call Center
Retail
Internet
Back Office Process/Systems
CustomerInteractionChannels
Are we making the right level
and type of marketing, sales,
and service investments in
each of our customer
segments?
Customer RelationshipCustomer Relationship
StrategiesStrategies
Are we taking a holistic
approach to our customers
across processes and
channels?
Customer RelationshipCustomer Relationship
StructureStructure
Have we implemented best
practices and technology in
process/channel?
Customer RelationshipCustomer Relationship
PerformancePerformance
ScopeScope DepthDepth
Importance of CRM[1]
15. Capture Customer
Data and Measure
Results
The Customer
Capture Customer
Data and Measure
Results
Take Action to
Enrich the Customer
Relationship Capture Customer
Data and Measure
Results
Build and Manage
Customer Value
Capture Customer
Data and Measure
Results
Capture Customer
Data and Measure
Results
Capture
Customer Data
and Measure
Results
Store Data, Mine
and Make
Information
Accessible
The CRMThe CRM
DynamicDynamic
Customer Relationship Management is a ongoing, dynamic learning process for an organizationCustomer Relationship Management is a ongoing, dynamic learning process for an organization
Customer Relationship Management Process[2]
The building blocks of CRM allow an organization to manage this cycle and use the
knowledge on customers to enhance the Life Time value of the customer portfolio.
No organization has perfect information on its customers. Knowledge of customers is
continuously enhanced through the CRM dynamic.
16. Implementing CRM must be approached from an
Integrated Perspective[3]
All areas must be implemented, to some degree, to effectively manage the customer
relationship. When pieces are implemented in isolation, the benefits are less than
overwhelming.
All areas must be implemented, to some degree, to effectively manage the customer
relationship. When pieces are implemented in isolation, the benefits are less than
overwhelming.
Capture Customer
Data and Measure
Results
The Customer
Capture Customer
Data and Measure
Results
Take Action to
Enrich the Customer
Relationship Capture Customer
Data and Measure
Results
Build and Manage
Customer Value
Capture Customer
Data and Measure
Results
Capture Customer
Data and Measure
Results
Capture
Customer Data
and Measure
Results
Store Data, Mine
and Make
information
Accessible
CRMCRM
without anwithout an
IntegratedIntegrated
ApproachApproach
A data warehouse full of data without
the tools to extract knowledge is
nothing more than expensive
inventory.
Sophisticated mining tools only
produce results only as good as the
data they mine.
Developing insights on how to improve the value of the
customer relationship without having the infrastructure to
take action has no impact on the bottom line. In addition,
there is no opportunity to test the ‘theoretical’ analysis.
Implementing new technologies without
the knowledge on how to enrich the
relationship is likely to yield a return below
the cost of the capital expenditure.
Taking action to improve the
relationship without measuring the
results provides no evidence of
success or failure and limits the
opportunity for learning.
Capturing gigabytes of customer data
in disparate operational systems that
are next to impossible to access may
render the data useless.
17. Vendor CRM Market Position
• Acknowledge leader
• Very integrator focused
• Leader in their niches
• Not integrator focused
• Excellent product
• Number 2, but struggling
• Product continually delayed
• Intimidation capacity lessening
• Bold announcements
• Claim high strategic priority
®
TRILOGY
CRM Vendors
19. Business Processes
Profiles &
Preferences
Business PartnerBusiness Partner
Business to CustomerBusiness to Customer
Business to BusinessBusiness to Business
The ValueThe Value
PropositionProposition
ofof
ElectronicElectronic
BusinessBusiness
SolutionsSolutions
Integrating
more directly
with the
business
processes of
customers and
partners
Tailoring
products and
services to
customers
needs and
values
Business
Processes
Extending key business
applications to clients and
business partners
Business PartnerBusiness Partner
e-Business is all about integrating the internal and external processes between business partners and
customers.
e-Business is all about integrating the internal and external processes between business partners and
customers.
e-Business – Definition[4]
20. Internet technology can improve the level of customer care, while reducing the cost of
maintaining the customer base.
Internet technology can improve the level of customer care, while reducing the cost of
maintaining the customer base.
e-Business - Benefits
On average, it costs about $5 - $50 per query to
support via phone
On average, it costs about $1 - $3 per query to
support via E-mail
On average, it cost less than $1 per query to
support via WWW
21. References
The CRM Handbook by Jill Dyche
Concepts in Enterprise Resource Planning by Brand, Monk and Wagner –
Thomson Learning
http://www.block.si/block.php?
url=http://http://www.scribd.com/doc/37867210/CRM-PPT&category=401
http://en.wikipedia.org/wiki/Customer Relationship Management
www.Management Information System/management/Ebook/CRM.PDF
Images
1) http://en.wikipedia.org/wiki/Customer Relationship Management
2)www.Management Information System/management/Ebook/CRM.PDF
3) www.Management Information System/management/Ebook/CRM.PDF
4) www.Management Information System/management/Ebook/CRM.PDF