Customer relationship management. Jump to navigation Jump to search. Business administration; Management of a business: Accounting. Management accounting; Financial accounting; Financial audit; Business entities. Corporate group; Conglomerate (company) Holding company; Cooperative; Corporation; Joint-stock company ...
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Customer relationship management. Jump to navigation Jump to search. Business administration; Management of a business: Accounting. Management accounting; Financial accounting; Financial audit; Business entities. Corporate group; Conglomerate (company) Holding company; Cooperative; Corporation; Joint-stock company ...
crm systems definition
crm systems
ms crm
crm database
crm solutions
microsoft crm dynamics
what is a crm
what is crm software
business research topics for mba
mba topics for presentation
mba project topics
mba research topics in management
dissertation topics for mba
mba finance research topics
mba topics on strategic management
thesis topic for mba
A presentation on customer relationship management , making it easy for you to understand what 'CRM' actually is! this presentation is a part of my course titled
'E-business management' . special thanks to my team mates ammara ahmad , tanvi chaturvedi,and lekshmi jagan for helping me out with this amazing presentation.
360° Sales CRM System | Customer relationship-management (Web Based)Seo Jets
360° Sales eXiger CRM system to manage and organize the business processes, and enhance sales with customer relationship management software in a professional and automated way.
Whether you're looking for your first CRM (customer relationship management) app or in search of a replacement system, this slideshow shows you the top software available today. Each comes with a unique offering, a relatively quick setup process and a Zapier integration, meaning you can easily connect your CRM to the other apps in your workflow.
This SlideShare presentation is free resource from Zapier.
For more on CRMs, see https://zapier.com/learn/ultimate-guide-to-crm-apps/
Designed for both the novice or avid user of Sage CRM, join our session to unveil the roadmap of success for a
CRM soluon in your business.Understand how CRM delivers business benefits while exploring the key question of “how” it can benefit your business. By discussing common business challenges amongst varying industries, our team will take you through various role perspectives in
your organization and share the keybenefits for each.
A presentation on customer relationship management , making it easy for you to understand what 'CRM' actually is! this presentation is a part of my course titled
'E-business management' . special thanks to my team mates ammara ahmad , tanvi chaturvedi,and lekshmi jagan for helping me out with this amazing presentation.
360° Sales CRM System | Customer relationship-management (Web Based)Seo Jets
360° Sales eXiger CRM system to manage and organize the business processes, and enhance sales with customer relationship management software in a professional and automated way.
Whether you're looking for your first CRM (customer relationship management) app or in search of a replacement system, this slideshow shows you the top software available today. Each comes with a unique offering, a relatively quick setup process and a Zapier integration, meaning you can easily connect your CRM to the other apps in your workflow.
This SlideShare presentation is free resource from Zapier.
For more on CRMs, see https://zapier.com/learn/ultimate-guide-to-crm-apps/
Designed for both the novice or avid user of Sage CRM, join our session to unveil the roadmap of success for a
CRM soluon in your business.Understand how CRM delivers business benefits while exploring the key question of “how” it can benefit your business. By discussing common business challenges amongst varying industries, our team will take you through various role perspectives in
your organization and share the keybenefits for each.
Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.
Customer Relationship Management (CRM) is a company-wide business strategy designed to optimize profitability, revenue, and customer satisfaction by focusing on highly defined and precise customer groups.
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.
Misha Sulpovar-Bases for Global Market SegmentationADP
Misha Sulpovar- Global Strategy’ is a shorter term that includes three areas: global, multinational and international techniques. Effectively, these three areas refer to those techniques designed to enable an group to achieve its objective of worldwide expansion.
Misha Sulpovar- How Arts Groups Can Best Use CRMADP
Misha Sulovar- Customer Relationship Management (CRM) is the intergrated ,of sales, marketing, service and assist strategy, process, people and technologies to maximize customer purchase, value, connections, preservation and loyalty.
Misha Sulpovar- Awesome Things You Can Learn From Leadership ADP
Misha Sulpovar- several types of leadership styles that exist in work circumstances and advantages and disadvantages exist in each leadership style. Its only the traditions and goals of an organization that determines which type of leadership suits to the firm.
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HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
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At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
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"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
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2. Purpose of CRM
• Why we need CRM
• Defining CRM
• Identifying different customer types
• Developing customers i.e. Loyalty programs
• A buzz phrase…with meaning
• Good CRM has a sophisticated database
• Management of customers –
don’t have to be passive recipients of their
behavior
3. History of CRM
B&S CIMS CRMRM
B&S – Buying & Selling
RM – Relationship Marketing
CIMS – Customer Information Management Systems
CRM – Customer Relationship Management
e-CRM- A subset of CRM that focuses on enabling customer
interactions via e-channels (The web, email and wireless)
Time line
e-CRM
Late 80’s Mid 90’s 2002 - FutureEarly
90’s
4. Definitions
• “is a business strategy with outcomes
– that optimise profitability, revenue and
customer satisfaction
– by organizing around customer segments,
– fostering customer-satisfying behaviors and
– implementing customer-centric processes.”
• “is a strategy
– used to learn more about customers' needs
and behaviors
– in order to develop stronger relationships
with them.”
5. Underpinning Theory
• Customers have many points of contact
with an organisation
• Retaining customers is far most cost
effective than recruiting new ones
• Some customers are more profitable than
others
– The “80/20” rule
– For most firms, 80 percent of profit comes
from 20 percent of customers
• Use of Technology
6. An example
Call center telephone sales
E-commerce
Field sales
Retail
Web-based
self service
Field services
and dispatch
Third-party brokers,
Distributors, agents
Call Centers
Managing aspects
Of customer contact
Data analysis
And business
Intelligence tools
Content
management
Campaign
management
Data warehouse and data cleaning tools
The Elements of CRM
Sales
force
automation
Customer service/call
center management
Marketing
automation
7. Potential Benefits Of CRM
• Customer retention
• Share of customer or share of
wallet
• Cross-selling
• Up-selling
9. Benefits Of CRM For Customers
• Continuity
• A contact point
• Personalisation
10. Three phases of CRM
• Acquiring New Relationships
– You acquire new customers by promoting your
company’s product and service leadership.
• Enhancing Existing Relationships
– You enhance the relationship by encouraging
excellence in cross-selling and up-selling,
thereby deepening and broadening the
relationship.
• Retaining Customer Relationships
– Retention focuses on service adaptability –
delivering not what the market wants but what
customers want.
11. Steps to improve CRM
1. Build a database
2. Analyse, define types,
profitability
3. Customer selection
4. Activities to delight selected
customers
- discourage others
5. Analyse again to see how we’re
doing
12. What should be in the database
• Demographics
– How do you get people to provide
this?
• History of contacts
• Transaction history or summary
• Response to marketing
communications
– How did you hear about us (this
offer?)
16. Customer Types
• Platinum Heavy, reliable users, not price-
sensitive, try new products, loyal
• Gold Large users who push for price
breaks, shop around and not so loyal
• Iron Low volume or intermittent users; cost
to serve them is quite high
• Lead Demanding, want special attention but
don’t buy much and show no loyalty
17. Advantages of CRM
• While company is quickly growing, customers are more
satisfied as well
• Service provided in a better way, and a quicker way
• Sales force automated
• Integrated customer information
• Certain processes eliminated
• Operation cost cut, and time efficient
• Brand names more quickly established
• A central database so that everyone in your company can
keep track of customer contacts
• Sales and marketing teams can benefit from having all
this inside knowledge about customers
• Lets you set up rules for distributing work throughout
your company
• Lets you pick and choose the functionality that you want
18. • Disadvantages:
-Organizational wise change of priority to
customers.
- Significant investment of time and money
- Threatens management’s control/power
struggle
- Heightens people’s resistance to change
- Inappropriate integration leads to disaster