Role Of It In CRM

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Role Of It In CRM

  1. 1. ROLE OF IT CRM IN Contributed by :- Katyayini Mishra
  2. 2. INTRODUCTION <ul><li>DEFINITION :- CRM IS A BROAD CONCEPT USED BY COMPANIES TO MANAGE THEIR RELATIONSHIP WITH CUSTOMERS,INCLUDING CAPTURE, STORAGE & ANALYSIS OF CUSTOMER INFORMATION </li></ul><ul><li>CRM COVERS DIRECT INTERACTION WITH CUSTOMER FOR FEEDBACK,ISSUE- </li></ul><ul><li>-REPORTING etc.THROUGH WEBPAGES,E-MAIL,SMS etc. </li></ul>
  3. 3. <ul><li>CRM ALSO KNOWN AS RELATIONSHIP MARKETING,CUSTOMER MANAGEMENTetc, </li></ul><ul><li>CRM CONCERNED WITH CREATION ,DEVELOPMENT &ENHANCEMENT OF INDIVIDUALISED CUSTOMER RELATIONSHIP WITH CAREFULLY TARGETED CUSTOMERS & CUSTOMER GROUPS RESULTING IN MAXIMIZING THEIR TOTAL CUSTOMER LIFE-TIME VALUE </li></ul>
  4. 4. ROLE OF CRM IN <ul><li>IT ADDS CUSTOMER LOYALTY TO BUSINESS’S BOTTOM-LINE </li></ul><ul><li>ALLOWS CUSTOMERS TO GET CURRENT INFORMATION AT ANY TIME FROM ANY SOURCE. </li></ul><ul><li>HELPS IN CREATING APPROPRIATE STRATEGIC VISION FOR FUTURE,MAKING APPROPRIATE CHOICE OF APPLICATION,CREATIVELY USING ANALYTICAL TECH. TO EXPLOIT THE DATA,CHOOSING RIGHT VENDOR FOR SUPPLY OF THE TECH.SOLUTION. </li></ul>ORGANITION
  5. 5. ROLE OF IT IN CRM <ul><li>ROLE OF IT VIA E-COMMERCE IN CRM. </li></ul><ul><li>PROVIDING COMPLETE PRODUCT INFORMATION. </li></ul><ul><li>PROVIDING AN EASY ORDERING AND BILLING PROCESS. </li></ul><ul><li>PROVIDING SERVICE AFTER SALES. </li></ul><ul><li>INTEGRATING INFORMATION INTO ONE’S WEBSITE. </li></ul>
  6. 6. <ul><li>PERSONALIZING THE WEB INTERFACE. </li></ul><ul><li>IT PLAYS PIVOTAL ROLE TO PLAY IN ENABLING COMPANIES TO MAXIMIZE PROFITABLITY THROUGH MORE PRECISE TARGETING OF MARKET SEGMENT & MICRO SEGMENT WITHIN. </li></ul><ul><li>IT ASSIST IN MANAGING THE DATA REQUIRED TO UNDERSTAND CUSTOMER SO THAT APPROPRIATE CRM STRTAGIES CAN BE ADOPTED. </li></ul>
  7. 7. <ul><li>TO DETERMINE ECONOMIES OF CUSTOMER ACQUISITION,RETENTION & LIFE TIME VALUE. </li></ul><ul><li>PLAY GREAT ROLE IN CUSTOMER LOYALTY PROG. </li></ul>
  8. 8. ADVANTAGES OF IT IN CRM <ul><li>USING CRM & INTERNET , NOT ONLY SUPPORT ONLINE CUSTOMER BUT ALSO IMPROVE RELATIONSHIP WITH TRADITIONAL CUSTOMER. </li></ul><ul><li>IT FACILITATES GLOBAL REACH OF SERVICES THROUGH INTERNET. </li></ul>
  9. 9. <ul><li>ENABLES BOTH CUSTOMER & EMPLOYEES TO BE MORE EFFECTIVE IN GETTING & PROVIDING SERVICES </li></ul><ul><li>BY GETTING ALL THE INFORMATION , CRM PLANS TO </li></ul>
  10. 10. DISADVANTAGES OF IT IN CRM <ul><li>LOSS OF HUMAN CONTACTS & PERSONAL INTERACTION </li></ul><ul><li>THERE ARE TREMENDOUS INVESTMENT COST IN IT FOR FINE,OFTEN WITH UNCERTAIN PAYBACK. </li></ul><ul><li>IT MAY DOES NOT UNDERSTAND THE MARKETING OBJECTIVE&ANALYSIS ON WRONG DATA RESULT IN WASTE OF TIME&MONEY. </li></ul>
  11. 11. <ul><li>IT THREATENS PRIVACY OF CUSTOMERS IN MANY WAYS. </li></ul><ul><li>CUSTOMER MAY NOT WELCOME TECH. </li></ul>

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