Presented by:-
Chandan Kr Singh
Sparshi Jain
Garima Bhardhwaj
CHANDAN
“ By Entering into your premises, the customer
is giving an opportunity to serve him, but you
are not doing any favor by serving him”.
- Mahatma Gandhi
4CHANDAN
CHANDAN
1)
2)
3)
4)
5)
CHANDAN
6)
7)
8)
9)
CHANDAN
a)
b)
CHANDAN
Direct
interactio
n
Klosk
ATM
Web
/chatvoice voice
Multi-channel synchronization integration
Provider
DirectAgent
BrokerIntermediant Partners
Distribution channel synchronization integration
Operational
CRM
CHANDAN
marketing salesService/
support
Application Integration
Collaborative
CRM
CHANDAN
Analytical
business
Intelligence
Customer
activity data
mart
Customer
data mart
Product
data mart
Customer generic data warehouse
Analytical
CRM
CHANDAN
GoalsStrategies Plans Objectives Tactics
Profitability Establish long
term customer
relationships
Invest in CRM
technologies
Achieve 60%
customer
retention
Implement 24/7
call centre
CRM G-SPOT
CRM requires a cultural change with organizations.
CRM can be enabled by technology, but this alone will not deliver business benefits – change management is vital.
The customer experience needs to be consistently enhanced.
Its an ongoing business process and will create sustainable competitive advantage.
Remember “ If you aren't listening to your
customer, your competitors will.”
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