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PRESENTED  BY
OVER VIEW <ul><li>Introduction of CRM </li></ul><ul><li>Definition </li></ul><ul><li>Need of CRM </li></ul><ul><li>Importa...
Introduction of CRM <ul><li>Customer Relationship Management  is a concept that gives a wider idea about how companies man...
NEED FOR CRM <ul><li>To meet the changing expectations of customer due to: </li></ul><ul><li>(a) social and demographic fa...
CRM involves <ul><li>Shifting the focus from product to customer </li></ul><ul><li>Considering the offer to what the custo...
IMPORTANCE OF CRM <ul><li>PARETO’S LAW </li></ul><ul><li>80:20  RULE </li></ul><ul><li>20% of customer account for 80% of ...
PROCESS <ul><li>Whenever there is sales or service related interaction with customers,  </li></ul><ul><li>all of these inf...
REQUIREMENTS  <ul><li>Requirements for effective CRM   </li></ul><ul><li>Service order management </li></ul><ul><li>Servic...
Electronic Customer Relationship  Management <ul><li>Latest paradigm in the world of CRM </li></ul>
NEED OF e-CRM <ul><li>Due to the introduction of new technology </li></ul><ul><li>Due to globalization </li></ul><ul><li>(...
DIFFERENCE BETWEEN CRM AND e-CRM CRITERION CRM eCRM CUSTOMER CONTACTS TRADITIONAL MEANS-RETAIL STORE,TELEPHONE OR FAX THRO...
CRITERION CRM eCRM CUSTOMIZATION  AND PERSONALIZATION DIFFERENT PEOPLE REQUIRE DIFFERENT INFORMATION BUT PERSONALIZED VIEW...
Process of eCRM
BENEFITS OF e-CRM  <ul><li>Convenience  </li></ul><ul><li>Improvement in overall quality of customer experience </li></ul>...
<ul><li>More effective marketing. </li></ul><ul><li>Improved customer service and support. </li></ul><ul><li>Through ECRM ...
PITFALLS <ul><li>Huge money is required to implement ECRM. </li></ul><ul><li>Highly knowledge requiring process. </li></ul...
FAILURE OF e-CRM  IN BUSINESS <ul><li>REASONS </li></ul><ul><li>Quick implementation of e-CRM without proper study. </li><...
EXAMPLES OF FAILURES <ul><li>Cisco </li></ul><ul><li>Bain & Co. </li></ul><ul><li>Report of Forrester Research </li></ul><...
SOLUTIONS <ul><li>Developing customer focused business strategy </li></ul><ul><li>BPR (Business Process Reengineering) </l...
 
 
CONCLUSION <ul><li>CRM is- to listen and learn, not tell and sell.  </li></ul><ul><li>ECRM boosts the energy in company. <...
<ul><li>Websites : </li></ul><ul><li>wikipedia.org </li></ul><ul><li>ephany.com </li></ul><ul><li>Books : </li></ul><ul><l...
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customer relationship management

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customer relationship management

  1. 1. PRESENTED BY
  2. 2. OVER VIEW <ul><li>Introduction of CRM </li></ul><ul><li>Definition </li></ul><ul><li>Need of CRM </li></ul><ul><li>Importance of CRM </li></ul><ul><li>Process </li></ul><ul><li>Requirement for effective CRM </li></ul><ul><li>ECRM </li></ul><ul><li>Problem definition </li></ul><ul><li>What is ECRM ? </li></ul><ul><li>Need of ECRM </li></ul><ul><li>Difference between CRM and e-CRM. </li></ul><ul><li>How it actually takes place ? </li></ul><ul><li>Benefits </li></ul><ul><li>Pitfalls </li></ul><ul><li>Failure of ECRM in e-business </li></ul><ul><li>Reasons </li></ul><ul><li>Solutions </li></ul><ul><li>Proven Success & Conclusion </li></ul>
  3. 3. Introduction of CRM <ul><li>Customer Relationship Management is a concept that gives a wider idea about how companies manage their relations with customers. </li></ul><ul><li>It includes capture ,storage & analysis of </li></ul><ul><li>customer information. </li></ul>
  4. 4. NEED FOR CRM <ul><li>To meet the changing expectations of customer due to: </li></ul><ul><li>(a) social and demographic factors. </li></ul><ul><li>(b) economic situations. </li></ul><ul><li>(c) educational standards. </li></ul><ul><li>(d) competitors product </li></ul><ul><li>(e) experience. </li></ul><ul><li>To manage the dissatisfied customers. </li></ul>
  5. 5. CRM involves <ul><li>Shifting the focus from product to customer </li></ul><ul><li>Considering the offer to what the customer require, not what the organization can make. </li></ul><ul><li>Integrating the customers. </li></ul>
  6. 6. IMPORTANCE OF CRM <ul><li>PARETO’S LAW </li></ul><ul><li>80:20 RULE </li></ul><ul><li>20% of customer account for 80% of turn over </li></ul><ul><li>20% of customer account for 80% of profit </li></ul><ul><li>20% of customer account for 80% of all your problems </li></ul>
  7. 7. PROCESS <ul><li>Whenever there is sales or service related interaction with customers, </li></ul><ul><li>all of these information are collected ,stored in appropriate place and </li></ul><ul><li>then analyzed properly to take decisions . </li></ul><ul><li>whenever there is a opportunity Sales team collects the relevant data regarding that perspective deal and draw their own conclusions about : </li></ul><ul><li>Perspective customer </li></ul><ul><li>Expected budget </li></ul><ul><li>Total spending </li></ul><ul><li>Product interested in </li></ul><ul><li>Key players in the deal & their key characteristics </li></ul><ul><li>Important dates etc. </li></ul>
  8. 8. REQUIREMENTS <ul><li>Requirements for effective CRM </li></ul><ul><li>Service order management </li></ul><ul><li>Service contract management </li></ul><ul><li>Planned service management </li></ul><ul><li>Warranty management </li></ul><ul><li>Knowledge management </li></ul>
  9. 9. Electronic Customer Relationship Management <ul><li>Latest paradigm in the world of CRM </li></ul>
  10. 10. NEED OF e-CRM <ul><li>Due to the introduction of new technology </li></ul><ul><li>Due to globalization </li></ul><ul><li>(to satisfy the customers at global level) </li></ul><ul><li>Sometimes customer itself prefer to do online purchasing. </li></ul><ul><li>Basically ECRM is concerned with attracting & keeping economically valuable customers & eliminating less profitable ones. </li></ul>
  11. 11. DIFFERENCE BETWEEN CRM AND e-CRM CRITERION CRM eCRM CUSTOMER CONTACTS TRADITIONAL MEANS-RETAIL STORE,TELEPHONE OR FAX THROUGH INTERNET,E-MAIL,WIRELESS,MOBILE AND PDA TECHNOLOGIES SYSTEM INTERFACE WORKS WITH BACKEND APPLICATION THROUGH ERP SYSTEM DESIGNED FOR FRONTEND AS WELL AS BACKEND APPLICATIONS THROUGH ERP, DATA WAREHOUSE, DATA-MART SYSTEM IT REQUIRES PC CLIENTS TO DOWNLOAD VARIOUS APPLETS AND APPLICATIONS. HERE, BROWSER IS THE CUSTOMERS PORTAL TO eCRM
  12. 12. CRITERION CRM eCRM CUSTOMIZATION AND PERSONALIZATION DIFFERENT PEOPLE REQUIRE DIFFERENT INFORMATION BUT PERSONALIZED VIEWS FOR DIFFERENT AUDIENCE ARE NOT POSSIBLE HERE. PERSONALIZED VIEWS BASED ON PURCHASE AND PREFERENCE ARE POSSIBLE SYSTEM FOCUS SYSTEM IS DESIGNED AROUND PRODUCT AND JOB FUNCTIONS. HERE,APPLICATIONS ARE DESIGNED AROUND ONE DEPARTMENT OR BUSINESS UNIT. SYSTEM IS DESIGNED AROUND THE CUSTOMERS NEED. ENTERPRISE WIDE PORTALS ARE DESIGNED AND NOT LIMITED TO A SINGLE DEPARTMENT. SYSTEM MAINTENANCE AND MODIFICATIONS IMPLEMENTATION IS LONGER AND COSTLY SYSTEM IMPLEMENTATION REQUIRE LESS TIME AND COST
  13. 13. Process of eCRM
  14. 14. BENEFITS OF e-CRM <ul><li>Convenience </li></ul><ul><li>Improvement in overall quality of customer experience </li></ul><ul><li>Increased profitability </li></ul><ul><li>According to Anderson consulting a typical $1b </li></ul><ul><li>company can gain up to $130 million through ECRM. </li></ul><ul><li>Another study shows that 10% gain in repeat </li></ul><ul><li>customers can add about 10% in the company’s profit. </li></ul><ul><li>Increased customer loyalty </li></ul><ul><li>It include personalization concept of time </li></ul><ul><li>saving. </li></ul><ul><li>collaborative filtering personalization s/w </li></ul>
  15. 15. <ul><li>More effective marketing. </li></ul><ul><li>Improved customer service and support. </li></ul><ul><li>Through ECRM right tools helps sending right orders to right customers at right time. </li></ul><ul><li>Greater efficiency and cost reduction. </li></ul>
  16. 16. PITFALLS <ul><li>Huge money is required to implement ECRM. </li></ul><ul><li>Highly knowledge requiring process. </li></ul><ul><li>Results are not according to expectations. </li></ul><ul><li>Sales and Marketing are reluctant to adopt new automated CRM system. </li></ul>
  17. 17. FAILURE OF e-CRM IN BUSINESS <ul><li>REASONS </li></ul><ul><li>Quick implementation of e-CRM without proper study. </li></ul><ul><li>Initial scope too broad. </li></ul><ul><li>Complexity of system. </li></ul><ul><li>Lack of user-friendliness. </li></ul><ul><li>e-CRM fails if implementation takes more than 90 days. </li></ul>
  18. 18. EXAMPLES OF FAILURES <ul><li>Cisco </li></ul><ul><li>Bain & Co. </li></ul><ul><li>Report of Forrester Research </li></ul><ul><li>Berkeley Enterprise Partners warns that 70% of projects don’t produce + ve returns </li></ul><ul><li>2 out of 5 respondents said –e CRM projects are “potential flops” according to Data Ware House Institute Survey. </li></ul>
  19. 19. SOLUTIONS <ul><li>Developing customer focused business strategy </li></ul><ul><li>BPR (Business Process Reengineering) </li></ul><ul><li>By: outsourcing </li></ul><ul><li>changing work process </li></ul><ul><li>Training </li></ul><ul><li>Change in Technology </li></ul><ul><li>Providing security </li></ul>
  20. 22. CONCLUSION <ul><li>CRM is- to listen and learn, not tell and sell. </li></ul><ul><li>ECRM boosts the energy in company. </li></ul><ul><li>Strongest tool in retaining the customers </li></ul>
  21. 23. <ul><li>Websites : </li></ul><ul><li>wikipedia.org </li></ul><ul><li>ephany.com </li></ul><ul><li>Books : </li></ul><ul><li>CRM made easy(CIO magazine) </li></ul><ul><li>The truth about CRM </li></ul><ul><li>CRM makes online shopping easy(magazine) </li></ul>

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