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    CRM PPT Vol 1

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    Henna Punjabi
    This document provides an overview of customer relationship management (CRM) including definitions, features, objectives, benefits, barriers, evolution, service level agreements, relationship development strategies, and components. CRM is defined as a business strategy designed to optimize profitability, revenue, and customer satisfaction. Key features include easy integration, central databases, and positive impact on customer satisfaction. Objectives are turning prospects into advocates and minimizing customer defections. Benefits are better customer service and increased revenue for organizations.

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    Download as PDF, TXT or read online from Scribd

    CRM PPT Vol 1

    Uploaded by

    Henna Punjabi
    28 views18 pages
    This document provides an overview of customer relationship management (CRM) including definitions, features, objectives, benefits, barriers, evolution, service level agreements, relationship development strategies, and components. CRM is defined as a business strategy designed to optimize profitability, revenue, and customer satisfaction. Key features include easy integration, central databases, and positive impact on customer satisfaction. Objectives are turning prospects into advocates and minimizing customer defections. Benefits are better customer service and increased revenue for organizations.

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    powerpoint pointers on customer relationship management

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    crm ppt vol 1

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    This document provides an overview of customer relationship management (CRM) including definitions, features, objectives, benefits, barriers, evolution, service level agreements, relationship development strategies, and components. CRM is defined as a business strategy designed to optimize profitability, revenue, and customer satisfaction. Key features include easy integration, central databases, and positive impact on customer satisfaction. Objectives are turning prospects into advocates and minimizing customer defections. Benefits are better customer service and increased revenue for organizations.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    28 views18 pages

    CRM PPT Vol 1

    Uploaded by

    Henna Punjabi
    This document provides an overview of customer relationship management (CRM) including definitions, features, objectives, benefits, barriers, evolution, service level agreements, relationship development strategies, and components. CRM is defined as a business strategy designed to optimize profitability, revenue, and customer satisfaction. Key features include easy integration, central databases, and positive impact on customer satisfaction. Objectives are turning prospects into advocates and minimizing customer defections. Benefits are better customer service and increased revenue for organizations.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 18

    CUSTOMER RELATIONSHIP

    MANAGEMENT
    TYBMS

    BY HENNA PUNJABI

    Compiled by Henna Punjabi


    DISCLAIMER
    These pointers only for last minute revision
    purpose. They are not complete notes. These
    pointers have to be supplemented with books
    and notes. Please do not consider this as full
    and final notes for reference.

    Compiled by Henna Punjabi


    WHAT IS CRM ?
    Definition
    1. A business strategy designed to optimize
    profitability, revenue and customer
    satisfaction. – Gartner
    2. A business strategy that aims to understand
    / appreciate, manage and personalize the
    needs of the organization’s current and
    potential customers. - PWC

    Compiled by Henna Punjabi


    Features (pls. refer print outs)
    1. Easy integration
    2. Ease of use
    3. Adaptability
    4. Central Database
    5. Positive impact on customer satisfaction
    6. Easy reporting & overviews
    7. Makes The Sales Process Simpler and Easier
    8. Creates A Better Customer Experience
    Compiled by Henna Punjabi
    Features
    9. Customer segmentation
    10. Helps C-Level Executives Make Better Business
    Decisions
    11. Multiple-User Settings
    12. Sales Force Automation
    13. Data Backup System
    14. Document Sharing
    15. Wide Range of Reports
    16. Expensive
    17. Effective time management
    Compiled by Henna Punjabi
    OBJECTIVES (pls. refer print outs)
    1. Turning prospects into advocates
    2. Minimizing customer defections
    3. Having a profitable customer relationship
    4. Using cross selling opportunities without
    annoying customers
    5. To foster customer satisfaction & loyalty

    Compiled by Henna Punjabi


    OBJECTIVES
    6. To increase business efficiency
    7. Effective time management
    8. To increase sales and reduce operational
    costs
    9. To offer better customer service
    10. Cross Selling

    Compiled by Henna Punjabi


    Benefits of CRM to consumers
    1. Improve customer services
    2. Increased personalized service or one to one
    service
    3. Responsive to customer’s needs
    4. Customer segmentation
    5. Improve customization of marketing
    6. Multichannel integration
    7. Time saving
    8. Improve customer knowledge

    Compiled by Henna Punjabi


    Benefits of CRM to organization
    1. Better Customer service
    2. More customers and revenue
    3. Simplified marketing / sales
    4. CRM saves you time and money
    5. CRM savess you effort
    6. Boost your customer interaction
    7. Increases revenue and slashes costs

    Compiled by Henna Punjabi


    Benefits of CRM to organization
    8. Forecasting & reporting
    9. Operational efficiency
    10.Better relationships in the workplace
    11.Coordination & Customization
    12.Scalability
    13.Advanced security

    Compiled by Henna Punjabi


    Barriers to CRM
    1. Lack of guidance
    2. Employee problems
    3. Inaccurate data
    4. Integration problem

    Compiled by Henna Punjabi


    Evolution of CRM
    (pls. refer print outs)
    - Ledger
    - Rolodex
    1. The 1980s or The Origins Stage
    2. The 1990s or The Expansion Stage
    3. The 2000s or The Modern CRM Stage
    4. The 2010 and beyond: Cloud-Social-Mobile-
    Integrated CRM software

    Compiled by Henna Punjabi


    Evolution of customer
    1. Customers as Strangers
    2. Customers as Acquaintances
    3. Customers as Friends
    4. Customers as Partners

    Compiled by Henna Punjabi


    Compiled by Henna Punjabi
    SERVICE LEVEL AGREEMENTS
    -SLAs
    A tool for formalizing a relationship with
    customers and is mainly used for enterprise
    customers and high value customers.

    Compiled by Henna Punjabi


    Relationship Development Strategies
    1. Organizational Pervasive approach
    2. Managing customer emotions
    3. Brand building

    Compiled by Henna Punjabi


    Components of CRM
    1. Informationn (identification data,
    marketing data, list data, overlay data)
    2. Process : (touchpoints, interactions)
    3. Technology : (Software, networking,
    databases, security)
    4. People : (training, measurements and
    rewards)

    Compiled by Henna Punjabi


    THANK YOU

    Compiled by Henna Punjabi

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