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W H A T I S A C R M
A N D D O E S Y O U R B U S I N E S S
N E E D O N E ?
O U T L I N E
WHAT IS A CRM Definition
Types
TYPES OF CRM Operational
Analytical
Collaborative
CONCLUSION 8 Benefits
References
Contact
W H A T I S A C R M
CRM is an acronym for Customer Relations Management (CRM). It is an activity that
businesses execute, in order to manage their dealings with current and prospective
customers.
There are 3 general types of CRM:
• Operational CRM
• Analytical CRM
• Collaborative CRM
The choice of which type to use depends on industry, product/service and whether your
business sells direct to consumer (B2C) or has commercial activities with other businesses
(B2B).
We will explore the various types on the following slides. 
O P E R A T I O N A L C R M
Operational CRM optimizes business processes by making:
• Sales automation (Technique of using software to automate the business tasks of sales,
including order processing & contact management),
• Marketing automation (Technique of using software to automate the business tasks of
marketing, including email & social media),
• and Service automation (Allowing customers to request, manage and adjust services
through self-service technology) more efficient .
The main purpose of this type of CRM is:
• Lead Generation,
• Lead Conversion into contacts,
• Capturing of all required and additional details
• and to provide consistent service throughout the customer life-cycle.
A N A L Y T I C A L C R M
Analytical CRM is a data-driven decision making tool that enables executive management,
marketing, sales and support personnel to optimize how they engage with and serve
customers.
Data analysis is the main function of this type of CRM application. It denotes the systematic
electronic analysis of collated customer data. Customer data is defined as contact data,
customer properties and information derived from both online and offline behavior.
this helps the business to make betters decisions leading to understanding campaign
effectiveness, increase in sales and  to improve quality of support and build stronger
customer relationships.
C O L L A B O R A T I V E C R M
Collaborative CRM, sometimes called as Strategic CRM, enables an organization to share
customers’ information among various business units like sales team, marketing team,
technical and support team.
Collaborative CRM helps to unite all groups to aim only one goal. The customer interaction
data of an organization is integrated and synchronously shared to enhance customer
satisfaction and loyalty for maximized profitability and revenue.
B E N E F I T S O F C R M ( 4 / 8 )
1. Better customer relationships:  The more you know, and remember about customers the more your
they know you care about them.
2. Improved ability to cross-sell: The more you know about your clients' needs and wants the better able
you are to provide the solution to their next problem. 
3. Increased team correlation: Shared information across the organization (vertically and horizontally)
results in cohesion, innovation and synergy.
4. Improved efficiency in serving clients: When everyone in the organization is using the CRM to record
their customer interactions, EVERY client interaction, then others' are able to serve the client with the
knowledge of what has been previously discussed with the client.
B E N E F I T S O F C R M ( 8 / 8 )
5. Greater staff satisfaction: The more knowledge your employees have the more empowered and
engaged they are.
6. Increased revenue and profitability. When the entire organization uses the CRM productivity
increases, sales cycles decrease, you have the ability to provide additional products and services to
customers and customer satisfaction increases.
7. Cost savings. While the start-up of a CRM software is expensive and time-consuming, over time the
benefits far outweigh the costs. Members of the sales team are able to better schedule meetings with
prospects in the same geographic area. Customer-service is better able to resolve a client's concern.
8. Less customer attrition. When a client is engaged with only one member of a professional services
firm, the risk of attrition is 40%. When five or more partners are involved in a client relationship, the risk
of attrition falls to less than 5%.
R E F E R E N C E S
techonestop.com
en.wikipedia.org/wiki
searchsalesforce.techtarget.com
www.techopedia.com
www.study.com
www.managementstudyguide.com
www.insightsfromanalytics.com
www.magnasocial.co
THANK YOU FOR YOUR TIME, WE HOPE
YOU ENJOYED THIS SLIDE -
INFO@MAGNA-SOCIAL.COM

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What is a CRM?

  • 1. W H A T I S A C R M A N D D O E S Y O U R B U S I N E S S N E E D O N E ?
  • 2. O U T L I N E WHAT IS A CRM Definition Types TYPES OF CRM Operational Analytical Collaborative CONCLUSION 8 Benefits References Contact
  • 3. W H A T I S A C R M CRM is an acronym for Customer Relations Management (CRM). It is an activity that businesses execute, in order to manage their dealings with current and prospective customers. There are 3 general types of CRM: • Operational CRM • Analytical CRM • Collaborative CRM The choice of which type to use depends on industry, product/service and whether your business sells direct to consumer (B2C) or has commercial activities with other businesses (B2B). We will explore the various types on the following slides. 
  • 4. O P E R A T I O N A L C R M Operational CRM optimizes business processes by making: • Sales automation (Technique of using software to automate the business tasks of sales, including order processing & contact management), • Marketing automation (Technique of using software to automate the business tasks of marketing, including email & social media), • and Service automation (Allowing customers to request, manage and adjust services through self-service technology) more efficient . The main purpose of this type of CRM is: • Lead Generation, • Lead Conversion into contacts, • Capturing of all required and additional details • and to provide consistent service throughout the customer life-cycle.
  • 5. A N A L Y T I C A L C R M Analytical CRM is a data-driven decision making tool that enables executive management, marketing, sales and support personnel to optimize how they engage with and serve customers. Data analysis is the main function of this type of CRM application. It denotes the systematic electronic analysis of collated customer data. Customer data is defined as contact data, customer properties and information derived from both online and offline behavior. this helps the business to make betters decisions leading to understanding campaign effectiveness, increase in sales and  to improve quality of support and build stronger customer relationships.
  • 6. C O L L A B O R A T I V E C R M Collaborative CRM, sometimes called as Strategic CRM, enables an organization to share customers’ information among various business units like sales team, marketing team, technical and support team. Collaborative CRM helps to unite all groups to aim only one goal. The customer interaction data of an organization is integrated and synchronously shared to enhance customer satisfaction and loyalty for maximized profitability and revenue.
  • 7. B E N E F I T S O F C R M ( 4 / 8 ) 1. Better customer relationships:  The more you know, and remember about customers the more your they know you care about them. 2. Improved ability to cross-sell: The more you know about your clients' needs and wants the better able you are to provide the solution to their next problem.  3. Increased team correlation: Shared information across the organization (vertically and horizontally) results in cohesion, innovation and synergy. 4. Improved efficiency in serving clients: When everyone in the organization is using the CRM to record their customer interactions, EVERY client interaction, then others' are able to serve the client with the knowledge of what has been previously discussed with the client.
  • 8. B E N E F I T S O F C R M ( 8 / 8 ) 5. Greater staff satisfaction: The more knowledge your employees have the more empowered and engaged they are. 6. Increased revenue and profitability. When the entire organization uses the CRM productivity increases, sales cycles decrease, you have the ability to provide additional products and services to customers and customer satisfaction increases. 7. Cost savings. While the start-up of a CRM software is expensive and time-consuming, over time the benefits far outweigh the costs. Members of the sales team are able to better schedule meetings with prospects in the same geographic area. Customer-service is better able to resolve a client's concern. 8. Less customer attrition. When a client is engaged with only one member of a professional services firm, the risk of attrition is 40%. When five or more partners are involved in a client relationship, the risk of attrition falls to less than 5%.
  • 9. R E F E R E N C E S techonestop.com en.wikipedia.org/wiki searchsalesforce.techtarget.com www.techopedia.com www.study.com www.managementstudyguide.com www.insightsfromanalytics.com www.magnasocial.co
  • 10. THANK YOU FOR YOUR TIME, WE HOPE YOU ENJOYED THIS SLIDE - INFO@MAGNA-SOCIAL.COM