The document discusses the role of management information systems (MIS) in customer relationship management (CRM). It defines CRM and outlines its major components, including contact management, sales, marketing, customer service, and retention programs. It also describes the four phases of CRM: acquire, enhance, retain, and recover customers. The document emphasizes using MIS to enable personalized customer experiences online, integrate customer data, facilitate ordering and billing, and provide after-sales support. Implementing CRM successfully with MIS can improve customer service, targeting, and staff efficiency while also presenting challenges like operations handling and security issues.

2. MIS in CRM
Presented to : Sir Asim Rajwana
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Presented by : Muhammad Imran
Saqib yousaf
Muhammad Azhar
Approved By:
Sir Shahid Hussain Dharala
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Sir G.R Pasha
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3. The Role of MIS in CRM

4. What is CRM?
CRM is a system for managing a company's interactions
with current and future customers. It often involves using
technology to organize, automate and synchronize sales,
marketing, customer service, and technical support.
 customer-centric
 customer loyalty

5. Major Clusters in CRM
 Contact and account management
 Sales
 Marketing fulfillment
 Customer service and support
 Retention and loyalty programs

6. Four phases of CRM
 Acquire
Enhance
Retain
Recovery

7. Customer retention
 A low-cost way to increase revenue.
Retention is cheaper than acquisition.
 Must be voluntary.
 Must lead to long-term relationships.

8. Relationships
 Attempting to know the customer.
 Commitment and Communication
“Clients should call you only once. After that, you should
proactively
call them.” –Richard Buckingham.

9. Referrals & Recovery
 Powerful tool that results from customer satisfaction or
dissatisfaction.
“Referral clients are already sold, before they even call you.”
–Richard Buckingham
 Empower employees so that they may deal with mistakes
as they occur.

10. Types of CRM
 Operational CRM :CRM automation of Business processes involving customers. e.g. Sales Force
Automation, Customer service automation, Customer Touchpoints- all sources by which the
customers interact with the company
 Analytical CRM :is the synthesis & interpretation of operational Data to identify opportunities,
optimize customer interactions and manage business performance. e.g. Data warehousing and
Data marts
 Collaborative CRM: CRM provide interactions between customers, staff and business partners
through web technologies. e.g. interactive voice technology, computer telephony and web
conferencing

12. Bottom-line
The use of information-enabled systems for enhancing individual
customer relationships to ensure long-term customer loyalty and
retention
 Front office operations
Meetings, phone calls, emails, online services.
 Back office operations
Billing, maintenance, planning, marketing, advertising, finance,
manufacturing.
 Business relationships
Interaction with companies and partners, suppliers, vendors and
retail outlets, distributors.

13. Four tools CRM
 Complaint Resolution
 Feedback
 Guarantees
 Corrective Action

14. Complaint Resolution
 Three types of complaints: Regulatory, Employee, Customer
 Compensation
 Ease of Resolution

15. Feedback
 Customer Data
 Customer Behavior
 Data-gathering
 Analyzing Data

16. Guarantees
 Customer Rights
 Guarantee Design:
• Unconditional
• Meaningful
• Communicable
• Painless to invoke

17. Corrective Action
 The way a firm reacts to a problem so
that the problem never reoccurs.

18. CRM-Related Terms
eCRM
CRM that is Web-based
ECRM
Enterprise CRM
PRM
Partner relationship management
cCRM
Collaborative CRM
SRM
Supplier relationship management
mCRM
Mobile CRM
xCRM
More hybrids to com

19. Benefits and challenges to CRM
 It allows a business to identify and target their
best customers.
 It makes possible real time customization and
personalization of products based on customer
needs.
 It also keeps a track of a customers when he
contacts the company.

20. •Tools for Customer Service
•Personalized Web Pages
•FAQs
•Tracking Tools
•Chat Rooms
•E-mail and Automated Response
•Help Desks and Call Centers
•Troubleshooting Tools
•Customer Service
• Providing Search and Comparison
Capabilities
• Providing Free Products and Services
• Providing Technical and Other
Information and Service
• Allowing Customers to Order
Customized Products and Services Online
• Letting Customers Track Accounts or
Order Status

21. The role of MIS, e-commerce in CRM
 The key term in CRM is relationship
 building a level of interaction between an organization and the customer
that will allow them to have a feeling of autonomy.
 while allowing the company to control the experiences while visiting the
web site.

22. Personalizing the Web interface
 convey a sense of partnership in between the company and its
product and the customer?
 to provide advanced features such as making previous order
information available, suggesting new products based on previous
orders and many more.
 when a customer log on to a website and the site welcomes the
customer with his name on the website.
 This is an excellent tool to increase the moral of the customer.

23. Providing complete product
information
Best website provides complete product information, ranging
from pictures of the items in questions to complete specifications.
With the use of CRM the web would be able to offer
products according to the customers need. With CRM and
IT.
One can streamline the site by offering products based on
customer provided information, including interest and
geographic location.

24. Integrating information into ones
website
Numerous sites already on the Internet that might
have information about the product category
Integrate the company’s site with the web, rather
than trying to build a silo of information.
The site can even offer services like comparing two
similar product features and suggesting the idle
option for the customer.

25. Easy ordering and billing process
 Electronic shopping cart model has been used effectively
 Allowing customers to browse a web site
and add items of interest to their cart
 The ease of ordering and billing process is
an essential feature of any CRM enabled site
 Customer should always have the ability to quickly
see their orders and to review information related to
their orders

26. Providing service after sales
 Using mis successful CRM is keeping your
customers satisfied and interested after sale
 Will ensure that the customer will return in the future
 Company should provide at a minimum, email tracking
for the customers with regard to delivery and to keep track
the product with the help of many IT enabled tools
 Customers can get an exact summary of the
location and status of their order.

27. Some of the Successful features of CRM using
MIS
Company information:
 Company history
 Essential customer contact us links.
 This simple link neatly integrates a wide variety of promotional and
informational needs

28. Online help information
 Encapsulate information about store policies,
shopping online, and how to obtain information on the
order.
 Using CRM strategy and the Internet, you can also
improve the relationship with traditional customers
 The Internet can be used not only to support online
customers, but also to support your brick and mortar
consumers.
 The possibilities of selling online, few are making this
an integral part of their overall sales process.

29. Advantages of MIS in CRM
 Provide Better Customer Service
 Simplified Marketing and Targeting
 Learning Curve
 Staff Resistance

30. Disadvantages of MIS in CRM
 Handling Operations
 Security and Hardware Problems
 Too Much Consolidation

31. examples
Bell Canada
This company has already become one of the leading in communicational field in Canada. It
managed to gain more than 28 millions of customers. It is mostly oriented on their resident and
business clients and is aimed to provide them with the best communication service.
One of he main advantages of this company is the fact that it is able to offer customers all
necessary solutions which are very easy to use. Bell Canada is targeted to improve business
enterprise and offers all necessary facilities and tools which include internet, telephone, digital
television, voice over IP and wireless.
DHL
This company is a well-known delivery network that is famous all over the world. The main goal of
this company is to proceed with fast and secured shipping to different countries around the globe.
Nowadays DHL has its offices in more than 220 countries. It makes it possible to lend enterprise a
hand while meeting their transportation needs.
Canon
Canon is considered to be one of the first companies in IT field. It provides its customers with all
necessary tools which help them to store information as well as acquire it. In addition Canon takes
leading position when it comes to networking and digital imaging. It products are well-known for
their quality and reliability. They include cameras, printers, color copiers, lenses, camcorders and
other kinds of equipment.

32. Travelex
Travelex is well-known to those who are looking for a non-banking company which turns out to be provider of foreign
exchange service all over the world. The main benefit of this company is the fact that it managed to offer customers
innovative products at the most reasonable price.
These are good examples of true CRM success stories. In case you also want to create a prosperous business that
will suit all your customer’s requirements and needs, you should follow these steps:
1.It is necessary to adopt rules which will let you ensure that you have found the most suitable solutions for your
company.
2.You should identify all prior objectives before you start using CRM strategy. In addition don’t forget to integrate
current business processes with a chosen strategy.
3.Make sure that all your measurements are undertaken by data quality issues. It must be done before implementing
CRM solutions.
4.Try to do your best in order to understand the needs and problems of your clients.
5.You should be able to bring in all necessary additional resources in case of necessity.
6.Cleanse all the information before it is entered.
7.Create collaboration between several departments.
8.Male sure that CRM implementation is totally safe.
9.Be always ready to benefit from consultants.
10.Proceed with measurements and expertise in order to make CRM as effective as possible.
examples