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    Mba Customer Relationship Management

    Uploaded by

    AbhiShek ParaShar
    This document discusses customer relationship management (CRM). It defines CRM as a business strategy designed to increase profits through solidifying customer satisfaction and loyalty. The document outlines the history and goals of CRM, how it works, its applications and components. It discusses the advantages of CRM, such as increased customer satisfaction and revenues, and the disadvantages, like significant investment. The conclusion emphasizes providing personal attention to high-level customers.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Mba Customer Relationship Management

    Uploaded by

    AbhiShek ParaShar
    492 views18 pages
    This document discusses customer relationship management (CRM). It defines CRM as a business strategy designed to increase profits through solidifying customer satisfaction and loyalty. The document outlines the history and goals of CRM, how it works, its applications and components. It discusses the advantages of CRM, such as increased customer satisfaction and revenues, and the disadvantages, like significant investment. The conclusion emphasizes providing personal attention to high-level customers.

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    This document discusses customer relationship management (CRM). It defines CRM as a business strategy designed to increase profits through solidifying customer satisfaction and loyalty. The document outlines the history and goals of CRM, how it works, its applications and components. It discusses the advantages of CRM, such as increased customer satisfaction and revenues, and the disadvantages, like significant investment. The conclusion emphasizes providing personal attention to high-level customers.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    492 views18 pages

    Mba Customer Relationship Management

    Uploaded by

    AbhiShek ParaShar
    This document discusses customer relationship management (CRM). It defines CRM as a business strategy designed to increase profits through solidifying customer satisfaction and loyalty. The document outlines the history and goals of CRM, how it works, its applications and components. It discusses the advantages of CRM, such as increased customer satisfaction and revenues, and the disadvantages, like significant investment. The conclusion emphasizes providing personal attention to high-level customers.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 18

    www.studymafia.

    org
    Seminar
    On
    Customer
    Relationship
    Management
    Submitted To: Submitted By:
    www.studymafia.org www.studymafia.org
    Content
    •Introduction
    •What Is CRM?
    •Who provides CRM?
    •History of CRM
    •Why CRM?
    •Goals and Objectives
    •Benefits of CRM
    •How CRM Works!
    •CRM Applications
    •Key Elements of CRM
    •CRM and its Components – Why are they essential?
    •Advantages of CRM
    •Disadvantages of CRM
    •Conclusion
    •References
    INTRODUCTION
    • Customer Relationship Management (CRM) is growing in
    importance due to the challenging business environment faced
    by organizations throughout the world today.
    • If customer relationships are the heart of business success,
    then CRM is the valve the pumps a company's life blood.
    What Is CRM?
    • CRM, or Customer Relationship Management, is a company-
    wide business strategy designed to reduce costs and increase
    profitability by solidifying customer satisfaction, loyalty, and
    advocacy.
    Who provides CRM?
    • Traditional giants such as IBM, Oracle and PeopleSoft
    • Siebel Systems, which now has a 21% share of the CRM
    market
    • E.piphany
    • e-mail specialist Kana Communications, NetGenesis
    • instant chat provider LivePerson.com, Broadbase, Quintus and
    Firepond
    • plus many others.
    History of CRM

    • 1980s: Database marketing emerges. ezinearticles.com


    • 1980s: Database helped larger organizations rather then
    small who only got survey type info. ezinearticles.com
    • 1990s: CRM appears as a two-way communication
    device. ezinearticles.com
    • 1990s: CRM leads to programs such as frequent flyer
    miles and bonus points on credit cards. ezinearticles.com
    • 2000s: Internet has helped expand from stagnant database
    and allows off-site information storage. ezinearticles.com
    Goals and Objectives

    1. Customer Satisfaction
    2. Run an Efficient Business
    3. Produce Better Marketing Campaigns
    4. Gaining New Customers
    5. Boost Sales
    Benefits of CRM

    • Increased customer satisfaction


    • Identify new selling opportunities
    • Increased market share and profit margin
    • Increased revenues
    • More effective reach and marketing
    • Improved customer service and support
    • Improved response time to customer requests for information
    • Enhanced customer loyalty
    • Improved ability to meet customer requirements
    • Improved quality communication and networking
     
    How CRM Works!

    • To make sure that all of your customers receive the most


    personal attention possible, we at Straight Marketing make the
    process and implementation of CRM easy and professional.
    • Suppose you were bombarded with a customer’s telephone
    calls every day, wanting to know the status and progress of the
    services you are providing.
    CRM Applications
    Three Types of CRM
    • Operational CRM
    • Collaborative CRM
    • Analytical CRM
    Purpose

    • providing services and products that are exactly what your customers want
    • offering better customer service
    • cross selling products more effectively
    • helping sales staff close deals faster
    • retaining existing customers and discovering new ones
    • make call centers more efficient
    • simplify marketing and sales processes.
    CRM and its Components
    • People Management
    • Lead Management
    • Sales Force Automation
    • Customer Service
    • Marketing
    • Workflow Automation
    • Business Reporting
    • Analytics
    Advantages of CRM

    • While company is quickly growing, customers are more


    satisfied as well
    • Service provided in a better way, and a quicker way
    • Sales force automated
    • Integrated customer information
    • Certain processes eliminated
    • Operation cost cut, and time efficient
    • Brand names more quickly established
    • Lets you pick and choose the functionality that you want
        
    Disadvantages of CRM

    -Organizational wise change of priority to customers.


    - Significant investment of time and money
    - Threatens management’s control/power struggle
    - Heightens people’s resistance to change
    - Inappropriate integration leads to disaster
    CONCLUSION
    •  For higher level customers that require personal assistance in
    the CRM process (like the relationship with a major client),
    keep in touch on a personal basis.
    • Don’t rely solely on an email newsletter as a means of
    engaging with these types of customers.
    • Personal & professional attention is more than likely what
    they pay for, and that’s what these customers should get.
    References

    • www.google.com
    • www.wikipedia.com
    • www.studymafia.org
    Thanks

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