1. CRM (Customer Relationship Management) Presented by Chandana 08/23/10 © YIIT- confidential and proprietary

3. How can u figure out what customer want from you in terms of service? 08/23/10 © YIIT- confidential and proprietary

9. Basic Architechture of a CRM: 08/23/10 © YIIT- confidential and proprietary

10. Architecture of CRM: There are three parts of application architecture of CRM: • Operational - automation to the basic business processes (marketing, sales, service) • Analytical - support to analyze customer behavior, implements business intelligence alike technology • Collaborative - ensures the contact with customers (phone, email, fax, web, sms, post, in person) 08/23/10 © YIIT- confidential and proprietary

11. Operational CRM means supporting the "front office" business processes, which include customer contact (sales, marketing and service). Operational CRM provides the following benefits: • Delivers personalized and efficient marketing, sales, and service through multi-channel collaboration. • Sales people and service engineers can access complete history of all customer interaction with your company, regardless of the touch point. Operational CRM: 08/23/10 © YIIT- confidential and proprietary

12. Analytical CRM: In analytical CRM, data gathered within operational CRM and/or other sources are analyzed to segment customers or to identify potential to enhance client relationship. 08/23/10 © YIIT- confidential and proprietary

13. Collaborative CRM provides the following benefits: • Enables efficient productive customer interactions across all communications channels • Enables web collaboration to reduce customer service costs Collaborative CRM : Collaborative CRM facilitates interactions with customers through all channels (personal, letter, fax, phone, web, e-mail) and supports co-ordination of employee teams and channels. 08/23/10 © YIIT- confidential and proprietary

25. CRM is a business philosophy based on TRUST and VALUE. 08/23/10 © YIIT- confidential and proprietary