jalees ppt

8/18/2019 JALEES PPT

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DEFINITION OF CRM :

CRM is a business s trategy directed to u nderstand,anticipate and respond to the needs of an enterprise'scurrent and potential customers in order to grow the

relationship value. This denition can be dened by veviews.


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TYPES OF CRMTypes of CRM are:

1. Analytical CRM. Colla!orati"e CRM

#. Operational CRM

$. %eo&rap'ic CRM

(. Sales Intelli&ence CRM

ANALYTICAL CRM:-

Analytical CRM is )esi&ne) to analy*e )eeply t'e c+sto,er-s infor,ation an) )ataan) +n rap or )isclose t'e essential con"ention an) intension of !e'a"io+r of

c+sto,ers on 'ic' capitali*ation can !e )one !y t'e or&ani*ation


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.COLLABORATIVE CRM:- Colla!orati"e CRM )eals it' sync'roni*ation an) inte&ration of c+sto,er

interaction an) c'annels of co,,+nications li/e p'one0 e,ail0 fa 0 e! etc.it' t'e intent of referencin& t'e c+sto,ers a consistent an) syste,atic ay.

OPERATIONAL CRM:- Operational CRM is ,ainly foc+se) on a+to,ation0 i,pro"e,ent an)

en'ance,ent of !+siness processes 'ic' are !ase) on c+sto,er2facin& orc+sto,er s+pportin&.

GEOGRAPHICAL CRM:- %eo&rap'ic CRM 3%CRM4 co,!ines &eo&rap'ic infor,ation syste, an)

tra)itional CRM. %eo&rap'ic )ata can !e analy*e) to pro"i)e a snaps'ot of potential c+sto,ers in a re&ion or to plan ro+tes for c+sto,er "isits.


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SALES INTELLIGENCE CRM:- Top2perfor,in& sales or&ani*ations are

,eetin& t'e c'allen&es of i)entifyin& t'e ,ost li/ely !+yers of t'eir pro)+cts

an) ser"ices t'ro+&' t'e )eploy,ent of sales intelli&ence sol+tions t'at

intro)+ce a i)e "ariety of )ata strea,s to t'eir front2line staff. 5y e,po erin&

t'eir sellers it' !etter infor,ation a!o+t t'eir prospect co,panies0 ,ar/ets an)

in)i"i)+als0 t'ese fir,s are a!le to ,a i,i*e t'eir c'ances of 'ittin& 6+ota0 an)

at t'e sa,e ti,e create efficiencies it'in t'e sales operations en"iron,ent


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T7E P8RPOSE OF CRM :

T'e foc+s of CRM is on creatin& "al+e for t'e c+sto,er

an) t'e co,pany o"er t'e lon&er ter,.

9'en c+sto,ers "al+e t'e c+sto,er ser"ice t'at t'ey

recei"e fro, s+ppliers0 t'ey are less li/ely to loo/ to

alternati"e s+ppliers for t'eir nee)s .

CRM ena!les or&anisations to &ain co,petiti"ea)"anta&e- o"er co,petitors t'at s+pply si,ilar pro)+cts

or ser"ices .


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97Y IS CRM IMPORTANT ?

To)ay-s !+sinesses co,pete it' ,+lti2pro)+ct

offerin&s create) an) )eli"ere) !y net or/s0 alliances

an) partners'ips of ,any /in)s. 5ot' retainin&

c+sto,ers an) !+il)in& relations'ips it' ot'er "al+e2a))in& allies is critical to corporate perfor,ance.

T'e a)option of C.R.M. is !ein& f+elle) !y a

reco&nition t'at lon&2ter, relations'ips it' c+sto,ers

are one of t'e ,ost i,portant assets of an or&anisation.


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97Y DID CRM DE;E


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97AT DOES CRM IN;O


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IMP


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IDENTIFICATION OF STRATEGICALLY SIGNIFICANT CUSTOMER :

Strate&ically si&nificant c+sto,ers nee) to satisfy at least one of

t'ree con)itions :

C+sto,ers it' 'i&' life2ti,e "al+es 3i.e. c+sto,ers t'atill repeate)ly +se t'e ser"ice in t'e lon&2ter, e.&. N+rses

in a 'ospital li!rary4

C+sto,ers 'o ser"e as !enc',ar/s for ot'er c+sto,ers e.&.

In a 'ospital li!rary cons+ltants 'o teac' on aca)e,ic

co+rses

C+sto,ers 'o inspire c'an&e in t'e s+pplier


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INFORMATION TEC7NO


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INFORMATION TEC7NO


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CRM #of $ar%- &Fro' off(!%) #olu (o'# :

Many call centres +se CRM soft are to store all of t'eir

c+sto,er s )etails. 9'en a c+sto,er calls0 t'e syste, can !e +se) toretrie"e an) store infor,ation rele"ant to t'e c+sto,er. 5y ser"in& t'e

c+sto,er 6+ic/ly an) efficiently0 an) also /eepin& all infor,ation on

a c+sto,er in one place0 a co,pany ai,s to ,a/e cost sa"in&s0 an)

also enco+ra&e ne c+sto,ers .


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FACE2TO2FACE CRM :

CRM can also !e carrie) o+t in face2to2face interactions

it'o+t t'e +se of tec'nolo&y

Staff ,e,!ers often re,e,!er t'e na,es an) fa"o+rite

ser"icesBpro)+cts of re&+lar c+sto,ers an) +se t'is infor,ation

to create a personalise) ser"ice for t'e,.

For e a,ple0 in a 'ospital li!rary yo+ ill /no t'e na,e of

n+rses t'at co,e in often an) pro!a!ly re,e,!er t'e area t'at

t'ey or/ in.

7o e"er0 face2to2face CRM co+l) pro"e less +sef+l 'en

or&anisations 'a"e a lar&e n+,!er of c+sto,ers as it o+l) !e

,ore )iffic+lt to re,e,!er )etails a!o+t eac' of t'e,.


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5ENEFITS OF CRM :

5enefits of CRM incl+)e

1. Re)+ce) costs0 !eca+se t'e ri&'t t'in&s are !ein& )one 3ie.0

effecti"e an) efficient operation4 .. Increase) c+sto,er satisfaction0 !eca+se t'ey are &ettin&

e actly 'at t'ey ant 3ie. ,eetin& an) e cee)in&

e pectations4 .#. Ens+rin& t'at t'e foc+s of t'e or&anisation is e ternal .

$. %ro t' in n+,!ers of c+sto,ers .


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Ma i,isation of opport+nities 3e&. increase) ser"ices0referrals0 etc.4

Increase) access to a so+rce of ,ar/et an) co,petitor

infor,ation.7i&'li&'tin& poor operational processes


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REFERENCES1. Liz Shahnam. What’s really CRM? CRM Today. [Online] [Accessed

November 2008]

2. Adrian Payne. Customer relationship management. Craneld n

[Online] [Accessed J une 20 06, no longer available on line]

3. Francis B uttle. The S .C.O.P.E of Customer R elationship Marketing.

Macquarie Graduate School of Management. [Online] [Accessed Ju ne 2006 ,

no longer ava ilable on line]

4. Manchester Business School. 2003.

Customer Relationship M anagement: Where do you start?

5. Brian Woolf. What i s l oyalty? T he W ise M arketer. [Online] [Accessed J une

2006, no l onger a vailable o nline]

6. Wikipedia. Customer Relationship Management . [Online] [Accessed

November 2008]

http://www.crm2day.com/what_is_crm/http://www.crm2day.com/what_is_crm/http://promise.pbwiki.com/f/MBSPPT-1.ppthttp://en.wikipedia.org/wiki/Customer_relationship_managementhttp://en.wikipedia.org/wiki/Customer_relationship_managementhttp://en.wikipedia.org/wiki/Customer_relationship_managementhttp://promise.pbwiki.com/f/MBSPPT-1.ppthttp://www.crm2day.com/what_is_crm/


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USEFUL RESOURCES

If you wish to learn more about CRM, thefollowing resources m ay be of use t o you :

1. CRM Guru

2. CRM Knowledge Base3. CRM Today website

4. InsightExec: Customer Management Community

5. http://crm.dynamics.com/en-us/home

http://www.crmguru.com/http://crm.ittoolbox.com/http://www.crm2day.com/http://www.insightexec.com/http://crm.dynamics.com/en-us/homehttp://crm.dynamics.com/en-us/homehttp://www.insightexec.com/http://www.insightexec.com/http://www.crm2day.com/http://crm.ittoolbox.com/http://www.crmguru.com/


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Thanking

You

Wish You a Good Luck

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