CRM
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Transcript of CRM
C R MCUSTOMER RELATIONSHIP MANAGEMENT
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.
EmployeeAttitude
Customer Attitude
Business Results
Competition Risk
Innovative Ideas Technology
Business Performance
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) .
IMPEMENTATION OF CRM
CRM PEOPLE
Customer Segments
Users
Suppliers
4 PRINCIPLES BEHIND CRM
Customer Centricity Various Clients Long-Term Process Customer Life Value
STRATEGIES OF CRM
ASPECTS OF CRM
1. Active CRM
2. Operational CRM
3. Collaboration CRM
4. Analytical CRM
ACTIVE CRM
• centralized database• Ordering the information• All ways putting information in a right place
OPERATIONAL CRM Support of Customer
processes Involving sales
and Service agents
COLLABORATION Interactions
between the depart-
ments. Discusses the
progress
ANALYTICAL CRM Analyses what’s happening Making the steps to reach
the customer
TYPES OF CRM TAINING
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
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
CRM PROVIDERS
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.
CONCLUSION
The Organization is turning to Develop
By giving a hand to get success
Giving value to Customers
THANK YOU