Customer Relationship Management (CRM)
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Transcript of Customer Relationship Management (CRM)
Customer Relationship Management (CRM)
By
Rajdeep Singh Bundela
DEFINITION AND MEANING OF CRM
Customer relationship management (CRM) is a system for managing a company's interactions with current and future customers. It often involves using technology to organize, increase sales, marketing, customer service, and technical support.
Process of C.R.M.
The purpose of CRM
The focus of CRM is on creating value for the customer and the company over the longer term” .
CRM enables organisations to gain
‘competitive advantage’ over competitors that
supply similar products or services .
Why is CRM important?
1. Sales Strategy
2. Promotion
3. Customer Service Improvement
4. Make a long-term relationships
5. Take a feedback
Step of CRM
Information Technology in CRM :
Technology plays a imp. role in CRM .
Technology can be used to keep a record of
customers names and contact details in addition to
their history of buying products or using services.
This information can be used to target customers in a
personalised way and offer them services to meet their
specific needs.
Challenges in CRM
• Richness of customer data.
• Integrated view of customer information.
• Feedback mechanism from customer.
• Intelligence at operational touch points.
• Consistence of communication.
References
What is CRM ? – Internet Customer Relationship Management -
Wikipedia. CRM image – Internet