CUSTOMER ONLY

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“Customer Only” @ Shristi

A CRM Initiative

What is CRM?

CRM is a business approach that integrates people, processes and technology to maximize the relations of an organization with all types of customers. It entails acquiring and developing knowledge about one’s customers and using this information across the various touch points to balance revenue and profits with maximum customer satisfaction

CRM is a Customer and Competitive Necessity

☺Typically costs 5-10 times as much to acquire a new customer as it does to retain an existing one.

☺ “Some companies can boost profits by almost 100% by retaining just 5% more of their customers.” Harvard Business Review”

☺ Most companies lose 50% of their customers in 5 years

☺ The web customer is ‘only 1 click away from your competition’.

CRM Mantra “Customer Engagement”

Elements of “Customer Only”

• Proactive

• Reactive

• Loyalty/Rewards

Proactive

Dedicated CRM Team

Continues Customer Interaction

Regular client updates via mail, website & social media

Build databases for customer mapping and segmentation

Dedicated CRM Team

I AM YOUR PERSONALI AM YOUR PERSONAL

Dedicated CRM Team

Continues Customer Interaction

Regular Client Updates

We have reached theThird slab this month

Social Media Marketing

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The Leap Process

Build Client Databases

Database Mapping & Segmentation

Repeatcustomers

Target Marketing = Profits

Reactive☀One point of contact for client concerns

☀ Redressal of customer grievances within a stipulated time

☀ Coordinating across the departments to address customer complaints/ concerns

Loyalty/Awards

Create Categories of Customers & upgrade them

Reward the customers based on Categories

Create Categories of Customers Using Databases/ERP Reports

Based on…………1.The quality & Quantity of Sales

2.Their Payment Records (on or off time)

3.The referrals they provide leading to conversions

Categories Of Customers

Upgrade the Customer

Rewards based on Categories• Advance notice of launches with special

pricing

• Complementary Invites to events sponsored by the company

• Cash back or catalogue based exclusive rewards for referrals leading to conversions

Above all CRM is all about………..

End Result of “Customer Only" Initiative