This PPT will give you the basic knowledge on CRM

1. C R MCUSTOMER RELATIONSHIP MANAGEMENT

2. INTRODUCTION
 The CRM is a strategy which helps employees of an
organization to analyze customer information and get to
know their customers better. With knowledge of their
customers they can serve them better.

3. Employee
Attitude
Customer
Attitude
Business
Results
Competition Risk
Innovative Ideas Technology
Business
Performance

4. DEFINITION
 “An integrated effort to identify, maintain, and build up a
network with individual consumers and to continuously
strengthen the network for the mutual benefit of both
sides, through interactive, individualized and value added
contacts over a long period of time”-by Shani and Chalasani
(1992) .

6. IMPEMENTATION OF CRM

9. CRM PEOPLE
Customer Segments
Users
Suppliers

10. 4 PRINCIPLES BEHIND CRM
 Customer Centricity
 Various Clients
 Long-Term Process
 Customer Life Value

11. STRATEGIES OF CRM

12. ASPECTS OF CRM
1. Active CRM
2. Operational CRM
3. Collaboration CRM
4. Analytical CRM

13. ACTIVE CRM
• centralized database
• Ordering the information
• All ways putting information in a right place

14. OPERATIONAL CRM
 Support of Customer
processes
 Involving sales
and Service agents

15. COLLABORATION
 Interactions
between the depart-
ments.
 Discusses the
progress

16. ANALYTICAL CRM
 Analyses what’s happening
 Making the steps to reach
the customer

17. TYPES OF CRM TAINING

18. BENEFITS OF CRM
 Provides better Customer Service
 Increase Customer Revenues
 Discover new Customers
 Simplify Marketing and Sales Process
 Helps to develop better communication channel
 Facilitates cross-selling and up-selling
 Track the customer contacts

19. CRM FAILURES
 Implementation costs
 Fail to Meet Expectations
 Initiatives driven by technology
 Poorly implemented
 Lack of communication b/w everyone in customer
relationship chain
 Technology being implemented without proper support
 Lack of training to the staff

20. CRM PROVIDERS

21. CASE STUDY
 The hotel industry uses technology
 Develop sophisticated websites
 To enable online booking
 To collect information
 To use the data they have collected to offer loyalty
packages to profitable customers.

22. CONCLUSION
The Organization is turning to Develop

23. By giving a hand to get success

24. Giving value to Customers

25. THANK YOU