1. CUSTOMER RELATIONSHIP
MANAGEMENT
as an enabler of customer centric strategy

2. FEATURING….
WHAT IS CRM?
1
AS AN ENABLER OF CUSTOMER
CENTRIC STRATEGY
2
RELATIONSHIP BETWEEN
IT AND CRM
3
4 IMPLEMENTATION
CASE IN POINT
5
FUTURE
6

3. WHAT IS CRM …..
CRM is the business strategy that aims to
understand, anticipate, manage and
personalize the needs of an organization's
current and potential customers.

6. CRM AS AN ENAblER…..
 Attracting new customers.
 Generating more business from existing
customers.
 Retaining profitable customers.

7. RELATIONSHIP BETWEEN IT AND CRM

9. ADVANTAGES
 Better Customer
 Shared or distributed
Retention
data
 Loyal customers
 Cost reduction
 More repeat business
 Better Customer
 More new business
Service
 More Profit
 Increased Customer
Satisfaction

10. CRM IMPLEMENTATION
 Remember that Culture is King
 Set Realistic Goals
 Obtain and Maintain Senior Management
Support
 Analyze Working Processes
 Select the Right Software Partner

11. CHARACTERIZATION
OF CRM MATURITY

12. A CASE IN POINT-BHARTI AIRTEL
WHY CRM?
System was run manually.

 only 40 percent of customer issues were getting
resolved-
 Now about 90 percent,To manage the expectations of
the customers
 provide them with innovative products and services in
a manner which makes them loyal.
WHICH CRM ?
 Bharti is using the Oracle CRM platform.
 Provide AirTel services anywhere and at any time.
 Same quality of service no matter whichever call centres
she contacts

13. A CASE IN POINT-BHARTI AIRTEL
VALUE DERIVED?
 AirTel is now able to give its customers more value for
money.
 Able to provide customers different schemes and
services depending on airtime usage.
 Managed to segregate their workflow with the help of
the CRM tool.

14. A CASE IN POINT-BHARTI AIRTEL
THE BREAK-UP

15. FUTURE
 The Internet will continue to be exploited to
gather and attract data from customers.
 Analytical technologies will be used more often
to generate, anticipate or directed customer
behavior.
 Real time integration of data.

16. PRESENTED BY:
GROUP 2
AMITANSHU SRIVASTAVA
ALOK KUMAR
ABHISHEK SAXENA
A N PANIGRAHI
Amar Tiwari
ANKUR GOLCHA