Who I am?• Who I am?• My presentation style as story telling• Not sales presentation• No table of content in advanced
It is 6-7 times more expensiveto gain a new customer thanretain an existing customer.Harvard Business ReviewA five percent improvementin customer retention ratescan yield a 25 percent to100 percent increase inprofits.The Loyalty EffectCorporations loseapproximately half of theircustomers within five years.The Loyalty Effect
• Lost opportunities due to lack of timely, accurateinformation• Lost repeat sales due to customer alienation andmediocre customer service levels• Lost productivity due to inefficient systems• Errors in transactions due to data multi-entry• Limited visibility into customer-centric businessprocessesKey Business Concerns
Pyramid of Customer LoyaltyPartnerAdvocateSupporterClientCustomerProspectTarget ProspectCustomerKeepingCustomerCatchingCustomer Development
A good customer...• Ensures you a flow of revenue and profits.• Recommends you to friends, relatives, and colleagues• Makes you the “favored supplier” in family/company• Tries out your new products.• Keeps you in business!
It’s easy, CRM is Customer RelationshipManagement