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    CRM

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    Swathi Ajay
    CRM refers to managing detailed customer information and all customer touchpoints with the goal of maximizing customer loyalty. It involves collecting customer data through various methods like software and employee training. CRM is used to improve customer service, increase sales efficiency, and discover new customers to optimize satisfaction and increase revenues.

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    CRM

    Uploaded by

    Swathi Ajay
    169 views39 pages
    CRM refers to managing detailed customer information and all customer touchpoints with the goal of maximizing customer loyalty. It involves collecting customer data through various methods like software and employee training. CRM is used to improve customer service, increase sales efficiency, and discover new customers to optimize satisfaction and increase revenues.

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    Crm

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    CRM refers to managing detailed customer information and all customer touchpoints with the goal of maximizing customer loyalty. It involves collecting customer data through various methods like software and employee training. CRM is used to improve customer service, increase sales efficiency, and discover new customers to optimize satisfaction and increase revenues.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    169 views39 pages

    CRM

    Uploaded by

    Swathi Ajay
    CRM refers to managing detailed customer information and all customer touchpoints with the goal of maximizing customer loyalty. It involves collecting customer data through various methods like software and employee training. CRM is used to improve customer service, increase sales efficiency, and discover new customers to optimize satisfaction and increase revenues.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 39

    CRM-Customer relationship management

    Definition the process of managing the detailed information about individual customer and carefully managing the entire customer touch points with the aim of maximizing the customer loyalty

    MEANING

    CRM is a methods that companies use to interact with customers. The methods include employee training and special purpose CRM software. There is an emphasis on handling incoming customer phone calls and email/although the information collected by CRM software may also be used for promotion and surveys such as those polling customer satisfaction

    BENEFITS OF CRM
    Provides

    better customer service Make call centers more efficient Cross sell products more effectively Have sales staff close deals faster Simplify marketing and sales processes Discover new customer Increase customer revenues

    OBJECTVE OF CRM
    Optimize To

    customer satisfaction

    discover new customer and increase customer revenue

    ASPECTS OF CRM Front operations direct interaction with customers.eg face to face meetings ,phone calls, e mails, online services etc
    Back

    office operations operations that ultimately affect the activities of the front office
    Business

    relationships interaction with other companies and parters,such as suppliers/vendors and retail out lets/distributors

    Analysis

    key CRM data can be analyzed in order to plan target marketing campaigns conceive business strategies and judge the success of CRM activities EVOLUTION OF RELATIONSHIP CONCEPT Pure transactions Repeated transactions/simple transactions Long term buyer-seller relationships Strategic partnerships Strategic alliances and joint ventures and network organizations

    LEVELS OF RELATIONSHIP BUILDING

    Basic

    marketing Reactive marketing Accountable marketing Pro active marketing Partnership marketing

    DRIVERS OF CUTOMER EQUITY Value equity sub drivers are quality price - convenience Brand equity and customers brand awareness customers attitude towards the brand and the customers perception of brand ethics

    Relationship equity loyalty programmes special treatment programmes community building programmes knowledge building programmes

    TYPES/ARCHITECTURE OF CRM There are several different approaches to CRM with different software packages focusing on different aspects. In general customer service, campaign management and sales force automation form the core of the system

    OPERATIONAL CRM Operational CRM provides support to front office business processes.e.g to sales, marketing and service staff Operational CRM processes customer data for a variety of purposes managing campaigns enterprise marketing automation sales force automation sales management system

    ANALYTICAL

    CRM Analytical CRM analyses customer data for a variety of purposes designing and executing targeted marketing campaigns designing and executing campaigns
    analyzing

    customer behavior in order to make decisions relating to products and services


    management

    information system

    SALES

    INTELLIGENCES CRM It is similar to analytical CRM -Cross selling /Up selling / switch-selling opportunities -customer drift -sales performance -customer trends -customer margins -customer alignment

    CAMPAIGN MANAGEMENT -Target groups formed from the client base according to selected criteria
    -Sending

    campaign related material

    --tracking

    storing and analyzing campaign statistics including tracking responses and analyzing trends

    Collaborative

    CRM

    Collaborative CRM covers aspects of a company's dealings with customers that are handled by various departments within a company, such as sales,technincal support and marketing. Collaborative CRMs ultimate goal is to use information collected by all departments to improve the quality of service provided by the company.CRM facilitates communication between customers suppliers and partners by using new information system such e mail, link and data bank

    Customer

    relationship CRM CRS covers aspects of a company's dealing with customers handled by the consumer affairs and customer relations contact centers within a company Simple CRM Simple CRM system breakdown the traditional CRM system to focus on the core values

    Social CRM Beginning in 2007 the rapid growth in social and social networking forced CRM products companies to integrate social features in to their traditional CRM systems. It includes the capabilities of messaging, sentiment analysis and other analytics

    Sales

    force management - It is information system used in marketing and management that help automate some sales and sales force management functions - SFA system part of company's CRM system, automatically records all the stages in the sales process -SFA includes contact management system

    -Sales lend tracking system -Sales forecasting order management and product knowledge FEATURES OF SFM -Pipe line visibility -Data central for consolidated sales information -Territory management -Strong forecasting capabilities -Solid analytic tools

    CRM IN MARKETING
    Cross selling Up selling Customer retention Behavior prediction Channel optimization Personalization Event based marketing

    Why we need CRM It cost 67% to find a new customer than to maintain existing customers Stages in the development of CRM
    -Pre

    relationship stage -The early stage -The development stage -The long term stage -The final stage

    CRM Supports

    sales marketing customer service HR development

    FUNCTIONS OF CRM DIRECT FUNCTIONS profit volume INDIRECT FUNCTIONS innovation market access

    CRM STRATEGY
    LEVERAGE PROCESS

    CRM STRATEGY

    PLAN

    INTERACT

    CRM IN INDIA CRM enabled companies are modi xerox tata telecom tvs electronics hp india In india the foundation of CRM in Newdelhi founded with the purpose of assisting and improving CRM practices Founding members are Tata telecome,escotel,modi xerox global groupware

    CRM focused on banks insurance providers and telecomes

    CRM-Customer relationship management


    Definition the process of managing the detailed information about individual customer and carefully managing the entire customer touch points with the aim of maximizing the customer loyalty

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