Customer Relationship Management

1. M01L05 Slide: 1

2.  Product Focus  Customer Focus
M01L05 Slide: 2
No longer do trademarks (which were associated with Products) play as strong of
a role as customer relationships (which are associated with a company).
Value is now added both in a product delivered to a customer
along with the relationship established with the customer.

3.  Help an organization
provide better
customer service
 Empower a company to
have better call centers
 Enhance frequency of
product cross selling
 Close deals faster
 Etc., etc., etc.
Concentrated Value due to
Increased CRM
Cross
selling of
products
Close
deals
faster
Better
customer
service
M01L05 Slide: 3

4.  Help an organization
provide better
customer service
 Empower a company to
have better call centers
 Enhance frequency of
product cross selling
 Close deals faster
 Etc., etc., etc.
Concentrated Value due to
Increased CRM
Cross
selling of
products
Close
deals
faster
Better
customer
service
M01L05 Slide: 4
Think for a minute about how customer
relationship management has changed
just in your lifetime. Come up with some
specific examples of what you have
noticed.

5. M01L05 Slide: 5
Thanks to technology, data can be
tracked and gathered allowing a
business to focus heavily on the
relationships they generate with
customers.

6. Reporting
•What did the
customer buy
•How many bought
•How much did
they spend
•Etc.
Analyzing
•Why were sales
quotas not met
•Why was
production so low
•Why did revenue
drop so much
•Why did revenue
increase so much
•Etc.
Predicting
•What customers
are going to leave
•Who are the best
people to send a
mailing to
•What will the
lifetime
profitability of a
customer be
•What transactions
might be
fraudulent
•Etc.
M01L05 Slide: 6
Technology has played and
will continue to play a huge
role in this evolution.
As Neumont students,
you will play a huge role
in this evolution!
CRM is evolving even as we speak. One of the up and
coming terms you need to understand is SCRM… see
next slide

7. M01L05 Slide: 7
Thanks to #Igers, #F4F, #SMH, you
will see CRM information being
collected more easily and it will let
you know if you are GTG!
Trust me, you are being tracked!

8. M01L05 Slide: 8

9. Chart of the Evolution of CRM
M01L05 Slide: 9
Using today’s technology,
those who can predict the
next evolution of customer
relationship management
and implement it into a
business will have
unprecedented
opportunities to impact the
world by adding value.
TAKE THE
CHALLENGE,
BE THAT PERSON!