CRM

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This PPT will give you the basic knowledge on CRM

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CRM

  1. 1. C R MCUSTOMER RELATIONSHIP MANAGEMENT
  2. 2. INTRODUCTION  The CRM is a strategy which helps employees of an organization to analyze customer information and get to know their customers better. With knowledge of their customers they can serve them better.
  3. 3. Employee Attitude Customer Attitude Business Results Competition Risk Innovative Ideas Technology Business Performance
  4. 4. DEFINITION  “An integrated effort to identify, maintain, and build up a network with individual consumers and to continuously strengthen the network for the mutual benefit of both sides, through interactive, individualized and value added contacts over a long period of time”-by Shani and Chalasani (1992) .
  5. 5. IMPEMENTATION OF CRM
  6. 6. CRM PEOPLE Customer Segments Users Suppliers
  7. 7. 4 PRINCIPLES BEHIND CRM  Customer Centricity  Various Clients  Long-Term Process  Customer Life Value
  8. 8. STRATEGIES OF CRM
  9. 9. ASPECTS OF CRM 1. Active CRM 2. Operational CRM 3. Collaboration CRM 4. Analytical CRM
  10. 10. ACTIVE CRM • centralized database • Ordering the information • All ways putting information in a right place
  11. 11. OPERATIONAL CRM  Support of Customer processes  Involving sales and Service agents
  12. 12. COLLABORATION  Interactions between the depart- ments.  Discusses the progress
  13. 13. ANALYTICAL CRM  Analyses what’s happening  Making the steps to reach the customer
  14. 14. TYPES OF CRM TAINING
  15. 15. BENEFITS OF CRM  Provides better Customer Service  Increase Customer Revenues  Discover new Customers  Simplify Marketing and Sales Process  Helps to develop better communication channel  Facilitates cross-selling and up-selling  Track the customer contacts
  16. 16. CRM FAILURES  Implementation costs  Fail to Meet Expectations  Initiatives driven by technology  Poorly implemented  Lack of communication b/w everyone in customer relationship chain  Technology being implemented without proper support  Lack of training to the staff
  17. 17. CRM PROVIDERS
  18. 18. CASE STUDY  The hotel industry uses technology  Develop sophisticated websites  To enable online booking  To collect information  To use the data they have collected to offer loyalty packages to profitable customers.
  19. 19. CONCLUSION The Organization is turning to Develop
  20. 20. By giving a hand to get success
  21. 21. Giving value to Customers
  22. 22. THANK YOU

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