1. CRM IN FMCG SECTOR
BY:
PiYush Ojha
12BsP1927
sec-B

2. Advantage of CRM in FMCG
sector
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Understanding customers behaviors.
Effective communication and sharing of
information the whole company
Gaining market insight to accelerate
innovation process
Develop customer center process
Creating competitive advantage
Customer satisfaction
Customer retenstion and loyalty

3. Implementing CRM in FMCG
sector
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we arrange clear goals and which could pave
way for future process and successful
application of CRM according to reality.
Business process automation
On-line information communication
Process standardization
Summarize experience model
Available information accumulation

4. potential needs and max value
of customers
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Support market event, convert market event to
opportunity
Sales representative and manager could apply
scheduling, approving and visiting
management
Evaluate sales workers and managers by
performance system
Create report supporting decision-making
analysis
Consider FMCG product as application
foundation platform

5. Challenge facing the consumer
good industry
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Trend towards concentration
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Diversification of sales channel
Decreasing efficiency of traditional
advertisement initiatives
Falling brand recognition verses increasing
price consciousness
create an unified view of supply channel
holders
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6. Approaches in fMCG sector
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The customer life-cycle
Multi channel CRM
Visit and route planning
Refunding management
Campaign management
Point of sale (POS)
Activity and action management

7. Conti…
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CRM for FMCGs has evolved from a customer
facing application to a customer-centric
strategy that manages the complete cycle
from customer needs to product delivery.
Increase wallet-share by brand building
Trade promotion to maximize product sales
Profiling information plus transaction and
feedback data.

8. k
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a
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T
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