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21 March 2012 1customer relationship management



21 March 2012 2

Presented By,Group -10

Members:Sharatha [ 11pba106]Shweta [ 11pba119]Victor [ 11pba130]Baskar [ 11pba133]Joshva [ 11pba151]

customer relationship management



SYNOPSIS

3

NEED FOR CRMTRADITIONAL MARKETING VS CRM

WHAT IS CRM?

BENEFITS OF CRMCRM PROCESSES AND SYSTEMSCOMPONENTS OF CRM

BULDING CUSTOMER TRUSTPITFALLS IN CRM

RECAPREFERENCE

21 March 2012 customer relationship management



NEED FOR CRM

•Customers are one of themost important assets of anorganisation.• Retaining customers andbuilding relationships

21 March 2012

4

customer relationship management



Traditional marketing vs CRM

Traditional Marketing CRM

Goal: Expand customer base,increase market share bymass marketing

Goal: Establish a profitable,long-term, one-to-onerelationship with customers;understanding their needs,preferences, expectations

Product oriented view Customer oriented view

Mass marketing / massproduction Mass customization, one-to-one marketing




“CRM is the core business

strategy that integrates internal

processes and functions, andexternal networks, to createand deliver value to targeted

customers at a profit. It isgrounded on high-qualitycustomer data and enabled by

information technology.” Francis Buttle (2004)




CRM focuses on

creating value for thecustomer and the

company over thelonger term.

.Custome

rRetentio

n

Customer

Extension

1.CustomerAcquisitio

n




BENEFITS OF CRM:

Reduced Costs.Increased Customer Satisfaction.Maximisation Of Opportunities.Long Term Profitability And

Sustainability .Increase in Revenue GrowthSolve Problems Quicker




BENEFITS OF CRM:

Gain A 360-degree View Of YourCustomer While You AreInteracting With Them

Reports Help Identify CommonSupport Issues, Evaluate CustomerNeeds, Track Processes And

Measure Service Performance




COMPONENTS

OF

CUSTOMER RELATIONSHIP

MANAGEMENT

Presented by

S.BHASKAR11PBA 133




CONTENTS

1. Management People

2. Lead Management

3. Sales Force Automation

4. Customer Service

5. Marketing

6. Workflow Automation

7. Business Reporting

8. Analytics




People management

• Use of people atthe right time inthe right place

effectively.

• People skills mustmatch their job

profile.




Sales Force Automation

• It is a software solution which includes forecasting,tracking potential interactions and processing of sales.




Customer Service

• Collection of customer data and purchasing pattern.

• Service will be provided to the customer according to

their data available.




Marketing

• It’s a promotional activity to reach out the product to

the customers.

• Selling and advertising are parts of it.




Work Flow Automation

•Cutting costs and streamlining process.

• Prevents people from repetition of same job.

• Integrates people and process towards common

objective.




Business Reporting

• Ability to identify the exact position of your companyat any given point of time.




Analytics

• It is a study of data so that information can be used to

study market trends.




THANK YOU




“The approach of identifying,

establishing, maintaining, and

enhancing lasting relationships

with customers.”

“The formation of bonds between

a company and its customers.”

21

What is CRM?




PROCESS OF BUILDING CRM

• Identify

•

Differentiate

• Interact

• Customise




Different stages of CRM

implementation

• Scenario analysis

• Purpose definition

•

Planning• Process design

• Technology and vendor selection

• Solution development• Implementation

• Measurement




Enhancing the relationship

• Assess customer satisfaction;

• Take action to ensure satisfaction;

• Maintain open, two-way communication;and

•

Work to add value and enhance mutualopportunities.




Developing the relationship

•

Select an appropriate offering;

• Customise the relationship;

•Link the solutions with the customer’s needs;

• Discuss customer concerns;

• Summarize the solution to confirm benefits; and

• Secure commitment.




26

Thank you friends

By:

Victor antony (11pba130)21 March 2012 customer relationship management



Build Customer Trust

Presented By

J. Arun Joshua 11PBA15121 March 2012 27customer relationship management



“Customer trust is powerful”

INTRODUCTION

You can charge higher prices.

Offer a different feature.

Customers will still buy from you.




Here are five suggestions on

how you can earn more trust.

1.Build trust in your company.2. Build trust in your products & services.

3. Build trust in you.

4. Build trust in your marketing.5. Build trust in your industry.


1 B ild t t i



1.Build trust in your company.

Make sure all sales representatives carry colour

copies of Certificate of your company.

These certificates are "silent sellers."

City business license,

HVAC license, Better Business Bureau certificate.


2 B ild t t i d t & i



2. Build trust in your products & services.

Testimonial letters are a great way to

Build trust in your products & services.

Make colour copies, put them in

plastic page protectors, and, again,

have all the sales reps carry them and

frame them for your office walls, too.




3. Build trust in you.

Meet the customer at correct time.

Don’t lapse in your judgment.


4 Build trust in your marketing



4. Build trust in your marketing.

Materials,Sales presentations,

Press releases,

Advertising,Business cards,

Web sites.

This applies to all your marketing-




Press releases

Sales

Presentations


5 Build trust in your industry



5. Build trust in your industry.

Persuading your customers to trust

your industry.Show the good side or the progress in your

industry.




HAPPY

SELLING !!!!!!!!!!!!




Pitfalls In Customer Relationship Management




Don‟t Have MultipleSpreadsheets

• Don’t let salesteam create individualspreadsheets to store

customer data.• While it may seem

easy, employees andsenior management

can lose countless ofhours trying toorganize and analyzethe information.




Don‟t lump everyone intogether• Segment the customers

by

• industry,

• geography,• number of employees,

• or other criteria

•to better target themarketing and salesefforts to gainmaximum results.




Don‟t just look at revenuenumbers• “Clients that

offer the mostrevenue now may

not necessarily bethe mostprofitable

companies in thefuture.”




Don‟t lose potentially goodleads• Without proper

follow-up, potentialclients are likely tomove on to your

competitors.• New employees may

not know if acustomer is upset

with the company forsome reason, and mayfurther damage therelationship.




Don‟t ignore the so-called“80/20 rule”

• In most businessesabout 20 percent ofcustomers areresponsible for 80

percent of theirrevenue.

• This will help todecrease the time

spent on ineffectiveactivities andincrease additionalsales.




Your Customers MightMisbehave — You Can‟t!

•

Remain theprofessional,especially insituations where a

detractor becomesaggressive.• You always have

time to craft a

response thataddresses an issueand reflects well on you and your

business.21 March 2012 43customer relationship management



Don‟t Sabotage Your Efforts • Attaching unrealistic

ROI goals ortimelines to your

social CRM efforts, you’ll waste theopportunity thatSCRM representstoday and dampenenthusiasm for it inthe future.




Social Media: The Long View•

Since social media iseverywhere, CRM has no

other course but to

accommodate and use it.

•

By extending SCRM, it isan opportunity to make

sales and service

processes more

effective, get closer tothe customer, and make

businesses more

productive, responsive,and profitable.


“In the world of internet customer service it



In the world of internet customer service, itis important to remember your competitor is

only a mouse click away.”

Done By,

Sharatha 11pba106I MBA „A‟




RE

C

AP

•CRM•CRM PROCESSES

AND SYSTEMS•COMPONENTS OFCRM•

BENEFITS OF CRM•




REFERENCE:

http://en.wikipedia.org/wiki/Cust

omer_relationship_management

http://www.authorstream.com

http://www.siebel.comCustomer RelationshipManagement: Key components forIT success




QUERIES?

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