Customer relationship management

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2. CUSTOMER RELATIONSHIP
MANAGEMENT (CRM)…
BY
NAZISH KHALID
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3. AGENDA
 What is CRM?
 Workflow of CRM
 Views of CRM
 Activities involved
 Why organizations need CRM?
 Benefits of CRM
 Impacts of CRM
 CRM in Pakistan
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4. WHAT IS CRM?
“Process of creating and maintaining
relationship with business
customers and managing each
customer’s information.”
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5. WORKFLOW OF CRM
 Collecting customer data and information
 Analyzing data to predict customer
behavior
 Applying the results of analysis
 Measuring results
 Repeating the process
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7. 5 views of Crm
Marketing
automation
Customer
self-service
Service and
service
fulfillment
E-commerce
Sales
automation
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8.  Marketing Automation
 …designed to get the right mix of the company’s
products and services in front of each customer at
the right time.
 Sales Automation
 Collaborative tools that enable all parties to the
transaction to interact with one another
 Service and Service Fulfillment
 Involves the customer retention and maintaining
the needs of the customer you already have.
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9.  Customer Self-Service
 e-CRM. Capabilities that can be directly invoked
by the customer on the internet via PC and
wireless devices.
 E-Commerce
 capabilities such as shopping, marketplace,
transaction and payment processing, and e-
commerce security
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10. ACTIVITIES INVOLVED
Web, Email, Wireless
• 24x7
• Visual
Call Centre
• Convenient
• Immediate
Field Sales
• Hands-on
Resellers
• Local
Customers
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12. WHY ORGANIZATIONS NEED CRM?
 To increase profit
 To improve customer services
 To increases customer satisfaction
 To reduce cost
 To reduce staff stress
 Enables instant market research
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13.  To grow your business
 Growth in no of customers
 Long term profitability &
sustainability
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14. BENEFITS OF CRM
CRM
Reduced
expenses
Increased
market
share
Improved
services
Increase in
profit
Making
New
customer
Increase
sales
revenue
Effective
sales
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16. CRM IMPACTs On organization
 Shifts the focus from product to
customer
 Streamlines the offer to what the
customer requires, not what the
organization can make
 Competition for effective CRM
process is created
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17.  Establishes and maintains
customer rapport
 Produces positive feelings in the
organization and the customers
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19. Crm in Pakistan
 Govt. agencies
…political parties
 Banking sector
…Soneri bank
 Cellular networks
…Ufone
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20.  Telecommunication networks
…PTCL
 Service providers
…McDonalds
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23. SUMMARY
 Meaning of customer relationship
management
 How CRM operates
 Different views of CRM
 Activities undertaken by companies
to generate CRM
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24.  Advantages and benefits of CRM
 Effects of CRM on an organizations
activities
 CRM operations in Pakistan
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