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    Mba Customer Relationship Management

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    mohit kumar
    This document provides an introduction to customer relationship management (CRM). It defines CRM as a business strategy designed to increase profitability through solidifying customer satisfaction and loyalty. The document outlines the goals of CRM, how it works, its key components, advantages like increased customer satisfaction and revenues, and disadvantages such as significant investment costs. It also describes the three types of CRM and how CRM helps companies provide better customer service and sales.

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

    Mba Customer Relationship Management

    Uploaded by

    mohit kumar
    24 views15 pages
    This document provides an introduction to customer relationship management (CRM). It defines CRM as a business strategy designed to increase profitability through solidifying customer satisfaction and loyalty. The document outlines the goals of CRM, how it works, its key components, advantages like increased customer satisfaction and revenues, and disadvantages such as significant investment costs. It also describes the three types of CRM and how CRM helps companies provide better customer service and sales.

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    Mba Customer Relationship Management Ppt

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    This document provides an introduction to customer relationship management (CRM). It defines CRM as a business strategy designed to increase profitability through solidifying customer satisfaction and loyalty. The document outlines the goals of CRM, how it works, its key components, advantages like increased customer satisfaction and revenues, and disadvantages such as significant investment costs. It also describes the three types of CRM and how CRM helps companies provide better customer service and sales.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    24 views15 pages

    Mba Customer Relationship Management

    Uploaded by

    mohit kumar
    This document provides an introduction to customer relationship management (CRM). It defines CRM as a business strategy designed to increase profitability through solidifying customer satisfaction and loyalty. The document outlines the goals of CRM, how it works, its key components, advantages like increased customer satisfaction and revenues, and disadvantages such as significant investment costs. It also describes the three types of CRM and how CRM helps companies provide better customer service and sales.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 15

    CENTRAL UNIVERSITY OF

    HARYANA
    (MAHENDRAGARH)
    Session (2021-
    23)

    Submitted by:
    Submitted To:
    MOHIT
    Dr. Vivek
    211244
    balyan
    TOPIC
    INTRODUCTION

    CUSTOMER RELATION
    MANAGEMENT
    Content
    •Introduction
    •What Is 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
    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.
    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.
    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
    Thanks

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