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CRM is not a technology any more than accountancy is a technology A technique for building a profitable and sustainable business based on your customer relationships In Summary : “Getting new customers and keeping the ones you have “ Why should you care about CRM?: Why should you care about CRM? High Cost of direct sales CRM can help increase sales force productivity and in turn contain or decrease the cost of sale Increased competition CRM puts you in better control Need for better information - With CRM you know more about what is happening with your people and your customers CRM Strategies: CRM Strategies Customer Acquisition Gain the greatest number of new “Best” customers as early in their “lifespan” as possible. Customer Retention Retain and expand your business and relationships with your customers through up-selling, cross-selling and servicing. Customer Loyalty Offer programs to ensure that your customers happily buy what you offer only from you. Customer Evangelism Enable loyal customers to become a volunteer sales force. Cost Reduction Reduce costs related to marketing, sales, customer service and support. CRM People: CRM People “Customers” Visitors, Members, Ticket Buyers, Users, Consumers, VIPs, Advisors, Strategic Partners, Sponsors … Users Management, Employees Suppliers Services - Consultants CRM / Customer Development Experts Products Software, Hardware, Connectivity What does a good relationship look like?: What does a good relationship look like? Remember the golden rule : If you don’t look after your customers, someone else will The customer feels that you understand their needs and requirements The customer feels that they are important and not just another number You respond quickly and efficiently to your customers’ needs. Functions of Customer Relationship Management: Functions of Customer Relationship Management Direct functions (are the basic requirements of a company that are necessary to survive in the competitive marketplace) Profit; Indirect functions (are the actions necessary to convince the customer to participate in various marketing activities). Innovation: Three ‘dimensions’ of CRM: Three ‘dimensions’ of CRM Integrated Customer Data Operational Collaborative Analytic PowerPoint Presentation: Operational CRM Operational CRM provides support to "front office" business processes, including sales, marketing and service. Each interaction with a customer is generally added to a customer's contact history, and staff can retrieve information on customers from the database as necessary. Examples: Campaign management, e-marketing. PowerPoint Presentation: Applications that analyze customer data generated by operational CRM applications (and many other sources) to provide information about customers that can be used to build profitable relationships Examples: Develop customer profiles; analyze customer or product profitability. Analytic CRM PowerPoint Presentation: Collaborative CRM Collaborative CRM is used where customers “self serve”. This can include a variety of channels, such as internet, email, automated phone. A good example of collaborative CRM is web page Personalization. Collaborative CRM uses the output of analytic CRM….. Integrating CRM : Integrating CRM Analyze and design for your supply chain Implement an interconnected solution – from front to back office Collect prospect and pre-sales info Analyze customer preferences and purchasing patterns Increase efficiencies Customer Relationship Process: Customer Relationship Process New customer buys Customer information card filled in Information is entered into ACT! ACT! reminder for Courtesy Call 30 days later Phone call/SMS/Voicemail/Email when new stock arrives or at pre-sale time When customer returns,salesperson consults ACT!For det ails Why Microsoft CRM 3.0?: Why Microsoft CRM 3.0? Targeted for heavy Outlook users Full functionality web version for remote access Extremely easy customization; adaptability to your operational processes Manages marketing, sales, and service activities Organizes all of the common document types Directly integrates with Microsoft Workflow Microsoft CRM 3.0 Modules: Microsoft CRM 3.0 Modules The Relationship between IT &CRM: The Relationship between IT &CRM Implementation: Implementation Sales planning , lead management, revenue and product forecasting Product configuration and pricing, order entry and fulfillment Retail and trade marketing & distribution Field personnel deployment, service inventory optimization, repair and returns integration Agent and dealer management Marketing campaigns and telesales, customer response management. Customer Relationship Management (CRM): Customer Relationship Management (CRM) CRM Goals, Benefits and Value : CRM Goals, Benefits and Value Collect customer related data Create detailed profiles of individual customers Increased customer satisfaction increased market share and profit margin Improved quality communication and networking Better stand against global competition Improved customer service and support Thank You: Thank You We Welcome Your Feedback… You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.