CRM is a strategy for managing interactions with customers that involves using technology to organize, automate, and synchronize business processes like sales, marketing, customer service, and technical support. It aims to learn more about customers, satisfy existing customers and develop stronger relationships, find and attract new customers, and increase usage and adoption rates. Some key challenges in implementing CRM include changes in customer requirements, complexity of tools and workflows, poor leadership, communication, and usability issues.

1. Customer relationship
management

2. Customer relationship management (CRM) is a widely-
implemented strategy for managing a company’s
interactions with customers, clients and sales
prospects.
(Source: Wikipedia)
What is CRM?

3. IT describes company’s wide-business strategy including
customer-interface departments as well as other
departments. It involves using technology to organize,
automate & synchronize business processes:
o Sales activities
o Marketing
o Customer service
o Technical support
What is CRM? (cont.)

4. o Learn more about clients‘
o Satisfy existing clients & develop stronger relationships
o Find, attract, and win new clients
o Bring back former clients
o Opening up channels such as direct sales, online sales, franchises, use of
agents, etc.
o Quality and efficiency
o Decrease in overall costs (specially marketing & client service)
o Fix your targeted clients
o Decision support and adapt your business as per the needs of your
customers
o Enterprise alertness
o Customer Attention
Business benefits

5. o Sales force automation
o Marketing
o Customer service and support
o Appointment
o Analytics
o Integrated/Collaborative
o Small business
o Social media
o Non-profit and membership-based
Modules/Types of CRM solution

6. o Stage 1 - Collecting information
o Stage 2 - Storing information
o Stage 3 - Accessing information
o Stage 4 - Analyzing customer behavior
o Stage 5 - Marketing more effectively
o Stage 6 - Enhancing the customer experience
o Stage 7 - Increasing usage and adoption rates
How to implement CRM

7. o Changes: Customer requirement changes. It is always a big
challenge to adopt the system with customer changeable
behavior.
o Complexity: Tools and workflows can be complex, especially for
large businesses.
o Weak leadership: Weak leadership could cause problems for any
CRM implementation plan.
o Poor communication: Poor communication can prevent sales.
o Poor usability: With a difficult interface for a user to navigate,
implementation can be fragmented or not entirely complete.
Challenges

8. o Fragmentation: Often, poor usability can lead to implementations
that are fragmented — isolated initiatives/ thinking by individual
departments to address their own needs.
o Business reputation: Poor usability and fragmentation can make
your business reputation a question.
o Security concerns: Security concern is always a big issue of all
programs.
o Complete solution: Sometimes complete solution is a risky strategy.
It is better to break down the CRM project into manageable pieces.
o Rigid rules: Avoid adopting rigid rules which cannot be changed.
Rules should be flexible to allow the needs of individual customers
to be met.
Challenges (cont.)

9. YOU
Who can development CRM?

10. o Minimum technical knowledge
o Know excel/ word /database etc.
What knowledge is required?

11. Vendor Revenue
(in US million $)
Share (%)
SAP 2,055 22.5
Oracle 1,475 16.1
Salesforce.com 965 10.6
Microsoft 581 6.4
Amdocs 451 4.9
Others 3,620 39.6
Total 9,147 100
Top Vendors
* Data collected after 2009

12. Md. Zikrul Ahsan
Web Editor
banglanews24.com
Thank You