Customer Relationship Management


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Customer Relationship Management:

Customer Relationship Management The basis of Company-Customer Relationships Presented By Namrata Agrawal Email:


CRM includes the Methodologies, Technology and Capabilities that help an enterprise manage customer relationships. The main objective is to keep the customers happy by giving more reliable systems, process and procedures. CRM allows a business to acquire customers, service the customers, increase value of the customers to the company, retain good customers and identify which customers can be retained or given a higher level service. Introduction Company Customer


Some of the methods connected with CRM are automated, and the purpose of this is to create marketing strategies which are targeted towards specific customers. The strategies used will be dependent on the information that is contained within the system. Customer relationship management is commonly used by corporations, and they will focus on maintaining a strong relationship with their clients. Introduction

The History Of CRM :

Customer relationship management is a concept that became very popular during the 1990s . It offered long term changes and benefits to businesses that chose to use it . The reason for this is because it allowed companies to interact with their customers on a whole new level. The History Of CRM

The History Of CRM :

The History Of CRM During this time, it was referred to as being database marketing. Customer relationship management is the system that is responsible for introducing things such as frequent flyer gifts and credit card points.

The History Of CRM :

The History Of CRM

Statistics for CRM:

In 2006, the global CRM software market was worth just under $3.6 billion in license revenue alone and is forecast to reach $6.6 billon by yearend 2012. CRM license revenue and maintenance revenue together are expected to surpass the $10 billion mark globally by yearend 2012, with maintenance revenue reaching approximately $3.6 billion. The report, “Economic Outlook: Customer Relationship Management,” attributes growth to increasing deployment of CRM in new vertical segments as well as new flexibility in modes of deployment. Statistics for CRM

Importance Of CRM:

Customer Relation Management, or CRM, has taken on a special significance in these difficult economic times. By keeping the customer loyal through the use of CRM, a company can cut costs and increase their bottom line. It is far easier and more economical to retain a customer, than to venture off to find new ones. Importance Of CRM

CRM Implementation:

CRM implementation does not simply mean installing and implementing a software package. It primarily involves a change in the management’s philosophy towards the customer. All the procedures and polies which relate to customers need to be restructured and improved. CRM Implementation

CRM Implementation:

CRM Implementation

CRM Architecture:

CRM Architecture

Operational CRM:

Operational CRM means supporting the front office business processes, which include customer contact like sales, marketing and service. Tasks resulting from these processes are forwarded to employees responsible for them, as well as the information necessary fir carrying out the tasks and interfaces to back-end applications are being provided. Also activities with customers are being documented for further reference. Operational CRM

Benefits of Operational CRM:

Gives personalized and efficient marketing, sales and service. Enables the organization to have a reverse view of the customer while interacting with them. Sales people and service staff can access complete history of all customer interaction with the company. Benefits of Operational CRM

Operational CRM:

Operational CRM

Analytical CRM:

Analytical CRM supports organizational back-office operations and analysis. . It deals with all the operations and processes that do not directly deal with customers. Hence, there is a key difference between operational CRM and Analytical CRM. Analytical CRM is designed to analyze deeply the customer’s information and data and unwrap or disclose the essential convention and intension of behavior of customers on which capitalization can be done by the organization. Analytical CRM

Areas Covered By Analytical CRM:

Areas Covered By Analytical CRM

Collaborative CRM:

Collaborative CRM deals with synchronization and integration of customer interaction and channels of communications like phone, email, fax, web etc. with the intent of referencing the customers a consistent and systematic way. The idea is not only enhancing the interactions but also to increase and improve customer retention and liberty. Collaborative CRM entangles various departments of organization like sales, marketing, finance and service and shares the customer information among them to highlight better understanding of customers. Collaborative CRM

Advantages of Collaborative CRM:

Enables valued customer interaction across the channels. Entangles web or online collaboration to cut down service cost of customers. Integrates customer interaction with call centers to enable multi-channel interaction with customers and helps them make understand the overall process vales. Describes a view of integrated customer’s details during interaction to server them in a better way. A dvantages of Collaborative CRM

Pareto's Law ('The Pareto Principle'):

Pareto's Law is commonly known as the 80:20 rule. Typically in any organization: 20% of customers account for 80% of your turnover 20% of customers account for 80% of your profits 20% of customers account for 80% of your service and supply problems Thus CRM acts as a way in which a company can manage high-low satisfied customers. Pareto's Law ('The Pareto Principle ')

Benefits Of CRM:

Benefits Of CRM

Some Real Time Users Of CRM:

Some Real Time Users Of CRM

Top 5 On-Demand CRM Softwares :

Top 5 On-Demand CRM Softwares

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