CRM made simplePresented By Vinayak Pai
Agenda•   What is meaning of CRM?•   How does CRM help?•   What happens when CRM is properly implemented?•   What does CRM...
What is meaning of CRM?• CRM stands for Customer Relationship Management• Customer can be client , passenger , patient ,  ...
How does CRM Help?• CRM helps in building long and everlasting customer  relation
What happens when CRM is implemented properly?                                      Retain                                ...
What does CRM consist of?    Customer                    Consulting     Service  LeadsManagement                          ...
Example of CRM StrategiesName                 Industry       CRM StrategyJet Airways          Airlines       JP MilesBriti...
Vertical v/s CRM StrategyVertical                          CRM StrategyReal Estate                       Leads Management ...
• For more queries on CRM , please email me  on vinayak.pai@relationext.com
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Crm made simple

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This presentation is to de-mystify customer relationship management or what is called as CRM. You can also write to me on vinayak.pai@relationext.com if you have any queries on this presentation. Your feedback will help in improving this presentation so please do contribute.

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Crm made simple

  1. 1. CRM made simplePresented By Vinayak Pai
  2. 2. Agenda• What is meaning of CRM?• How does CRM help?• What happens when CRM is properly implemented?• What does CRM consist of?• Examples of CRM strategy Implementations• Verticals v/s CRM strategy
  3. 3. What is meaning of CRM?• CRM stands for Customer Relationship Management• Customer can be client , passenger , patient , customer , buyer , salesperson , employee
  4. 4. How does CRM Help?• CRM helps in building long and everlasting customer relation
  5. 5. What happens when CRM is implemented properly? Retain Customers Target Gain Customer Marketing Insight Comms. Acquire New Increased Increase Spend Customers & Frequency Revenue Differentiate Build Brand vs. Competition Loyalty Build Relationship Copyright Relationext Consulting 5
  6. 6. What does CRM consist of? Customer Consulting Service LeadsManagement Sales Process Management Analytics Loyalty Campaign Database ManagementManagement Management Connecting all Customer’s Touch-points 6
  7. 7. Example of CRM StrategiesName Industry CRM StrategyJet Airways Airlines JP MilesBritish Airways Airlines Air MilesShoppers Stop Retail First Citizen ClubFuture Group Retail Payback CardWestside Retail Club WestTesco Retail Club CardTaj Hotels Hotels Taj InnerCircleICICI Prudential Insurance Grand PerksCitibank Card Credit Cards Citi PointsOberoi Realty Real Estate The Elite Club
  8. 8. Vertical v/s CRM StrategyVertical CRM StrategyReal Estate Leads Management , Referral Management , Employee RetentionInsurance Leads Management , Referral Management , Loyalty ProgramsFinancial Planning Leads Management , Database Management , Campaign ManagementRetail Database Management , Campaign Management , Loyalty ProgramsTravel Leads Management , Database Management , Campaign Management , Loyalty ProgramsBPO Employee Retention
  9. 9. • For more queries on CRM , please email me on vinayak.pai@relationext.com

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