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CRM
- 3. Performs core Corporate activities and increases customer service augmenting Corporate Image.Enterprise Resource Planning
- 5. Why ERP? For Management – to know what is happening in the company To shun the geographical gaps To satisfy the customers with high expectations To be Competitive & for survival Enterprise Resource Planning
- 9. Customer Relationship Management Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support.
- 10. Why Need CRM Every company do CRM – one way or other. Few Facts : why need CRM Not a single point of contact Communication Gap Getting a new customer cost 5 times then retaining existing customer 1% increase in sale with existing customer will boost profit by 17% while 3% in other case
- 11. Goals of CRM The idea behind CRM to gain insight into the behavior of customers and the values of those customers. If it works as hoped then business can :- Provide better customer services Make call center more efficient Cross sell product more effectively Helps sales staff close deals faster Simplify marketing & sales process Discover new customers Increase customer revenue
- 12. Types of CRM Operational CRM which provides support to front office, business processes including sales, marketing and service. Operational CRM processes customer data for a variety of purposes: Managing campaigns Enterprise Marketing Automation Sales Force Automation Sales Management System Analytical CRM which analyses the customer data for various purposes such as design and execution of targeted marketing campaigns to optimize marketing effectiveness, design and execution of specific customer campaign, analysis of customer behavior to aid product and service decision making, management decision, prediction of probability of customer defection. Continue….
- 13. Consumer Relationship CRM covers aspects of a company's dealing with customers handled by the Consumer Affairs and Customer Relations contact centers within a company. Representatives handle in-bound contact from anonymous consumers and customers. Sales Intelligence CRM is similar to Analytical CRM, but is intended as a more direct sales tool. Features include alerts sent to sales staff regarding: Cross-selling/Up-selling/Switch-selling opportunities Customer Drift Sales performance Customer trends Customer margins Customer alignment
- 15. Gain support for Top Level Management
- 16. Training
- 17. Commit to your CRM Software
- 19. The Current State of Customer Relationship Management
- 20. The Current Model of CRM
- 21. Contd..
- 22. CRM Sales Force Automation Vendors Sales Force SAP Oracle
- 23. Top Vendors 1. SAP 2. Oracle 10. Sales Force
- 25. Consistent Comprehensive, multi-channel selling solution
- 33. Data can be utilized for:
- 37. Cross-selling, up-selling and add-on selling
- 38. Changes to products and services
- 40. Data is only as good as is input
- 43. Processes
- 46. Marketing
- 48. Policies and Processes require changing in advance
- 51. Retail Outlets in Punjab, Haryana, Rajasthan
- 52. End users- Farmers
- 53. With a base of 5000 customers and more
- 55. It's difficult to profile and target customers for marketing campaigns
- 58. ABSENCE OF real-time accurate information and data
- 60. IMPACT AFTER IMPLEMENTATION RETENTION OF CUSTOMERS. CONSUMER SATISFACTION DETAILED ANALYSIS RESULTED IN INCREASED MARKET SHARE EFFIECIENT MANAGEMENT CONTROL CHANGE OF IMAGE
- 62. Customer satisfaction up by 15%
- 63. Customized reports, track sales and trends
- 68. Easy to learn and use and well integrated with systems
- 70. Manual Records
- 71. Customer Surveys
- 73. Spreadsheets/ Databases
- 76. Electronic Data Interchange
- 77. E-Commerce
- 79. The Future Model of CRM
- 80. Thank You
Editor's Notes
- Performs core Corporate activities and increases customer service augmenting Corporate Image Facilitates company-wide integrated information systems, covering all functional areas.
- CRM is the function of building a long standing relationship with customers. Over the years, businesses have found it easier and cheaper to retain a certain customer as oppose to obtaining new ones. This idea of building strong healthy relationships with customers essentially increases a businesses profits by reducing the costs included in obtaining a new customer base.
- -CRM is a combination of policies, processes, and strategies implemented by an organization to unify its customer interactions and provide a means to track customer information. CRM uses the collection of customer data, (such as demographics and income levels), to attract new customers, while forming stronger bonds with current customers. (THE COLLECTION PROCESS IS DONE VIA *SLIDES*)-CRM software system can only be effective and mature if a company has dedicated employees constantly updating the customer information database. Front office customer interactions are the first step to collecting customer information. Employees will input customer demographic info, the more detailed the better, into the CRM software system. Once a profile is created for a customer, all different sectors of a corporation can add information regarding future interactions with that particular customer onto that customers profile. -With the accumulation of information from different customers over time, companies can then begin to analyze their data in order to improve their customer service and define targeted markets for certain products, as previously mentioned.
- Geography no longer an advantage; resources and processes only offer a short gain;
- DocuShare Developers Network SupportCPX allows process management functions as well
- MSP also known as Microsoft SharePoint Products and Technologies ; WSS =which is included with Windows Server and available as a free download for those with Windows Server licenses. BI that allow you to track key performance indicators and build BI dashboards into your team site. MySites= which are individual mini-sites that can be set up to show who in your company you’re connected to, what your tasks and skills are, your contact information, and more.
- Customer complaints cut by 25%
- Alignment with businessstrategy