Its for our class room assignment.

1. Customer Relationship Management Presented by Mr. Vivek Kumar Varshney Mr Deepak Sahu MrBinit Kumar Patel

2. Definition…… “Management of relationship with customers” CRM refers to the methodologies and tools that help businesses manage customer relationships in an organized way.

3. Definitions contd………… CRM is “the development and maintenance of mutually beneficiallong-term relationships with strategically significant customers” (Buttle, 2000) CRM is “an IT enhanced value process, which identifies, develops, integrates and focuses the various competencies of the firm to the ‘voice’ of the customer in order to deliver long-term superior customer value, at a profit to well identified existing and potential customers”. (Plakoyiannaki and Tzokas, 2001)

4. CRM..... Term applied to processes implemented by a company to handle its contact with its customers CRM is a software-based approach to handling customer relationships Store information on current and prospective customers

5. Stages in the development of customer relationship The pre-relation stage the event that triggers a buyer to seek a new business partner The early stage experience is accumulated between the buyer and seller although a great degree of uncertainties and distance exists. The development stage increased level of transactions lead to a higher degree of commitment and the distance is reduced to a social exchange. the long term stage characterized by the companies’ mutual importance to each other. The final stage the interactions between the company and customer becomes institutionalized.

7. Building service partnerships

8. Empowering employees

10. Customer loyalty

11. Quality products

14. Technology integration

16. Information

20. Distribution

21. Infomediation (distribution of information)

22. Characterization of CRM maturity

23. CRM cube

24. ‘customer’- the center of the value chain

25. Relationship between CRM and IT

26. CRM Cycle

27. CRM tactics and resourceallocation over the product lifecycle

29. Make call centers more efficient

30. Cross-sell products more effectively

31. Have sales staff close deals faster

32. Simplify marketing and sales processes

33. Discover new customers

35. Major CRM Players