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Concept & Content of CRM

Done by:
Sagar Kudale
Roll No.9075
What is CRM
CRM (customer relationship management) is an information industry
term for methodologies, software, and usually Internet capabilities that
help an enterprise manage customer relationships in an organized way.
History of CRM
• 1960
ERA OF MASS MARKETING

• 1970
SEGMENTATION AND CUSTOMISATION
• 1980
NICHE MARKETING AND SFA
• 1990
RELATIONSHIP MARKETING, TELEMARKETING AND
CALL CENTERS
Objectives of CRM
•
•
•
•

Building Customer Loyalty
Increase in Customer Service
Increase efficiency
Lowering Marketing Cost
The Players
The Top 11 CRM Manufactures Are:
Company

Product name

1. Microsoft
Microsoft Dynamics CRM 3.0
2. Sage Software
SalesLogix CRM
3. SAP America Inc.
SAP Business One CRM
4. Parature Inc.
Parature
5. Entellium
Entellium CRM
6. Pivotal corp.
Pivotal CRM
7. Maximizer Software
Maximizer Enterprise CRM
8. Net suite Inc.
NetSuite CRM+
9. Oncontact Software
Oncontact V
10. ADAPT Software Applications
ADAPT crm
11. Exact Software North America
e-Synergy
Four implementation tasks for creating
and managing customer relationships
• IDIC
– Identify
– Differentiate
– Interact
– Customize
Benefits of CRM
•
•
•
•
•

Reduced costs
Increased customer satisfaction
growth in numbers of customers
long term profitability and sustainability
Helpful to beat competition
Future of CRM


RETENTION RATE



INCREASED SALES



REDUCED COSTS



SIGNIFICANT ROLE



TECHNOLOGY



TECHNOLOGY



CUSTOMER INFORMATION
Crm PPT 2013

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Crm PPT 2013

  • 1. Concept & Content of CRM Done by: Sagar Kudale Roll No.9075
  • 2. What is CRM CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way.
  • 3. History of CRM • 1960 ERA OF MASS MARKETING • 1970 SEGMENTATION AND CUSTOMISATION
  • 5. • 1990 RELATIONSHIP MARKETING, TELEMARKETING AND CALL CENTERS
  • 6. Objectives of CRM • • • • Building Customer Loyalty Increase in Customer Service Increase efficiency Lowering Marketing Cost
  • 7. The Players The Top 11 CRM Manufactures Are: Company Product name 1. Microsoft Microsoft Dynamics CRM 3.0 2. Sage Software SalesLogix CRM 3. SAP America Inc. SAP Business One CRM 4. Parature Inc. Parature 5. Entellium Entellium CRM 6. Pivotal corp. Pivotal CRM 7. Maximizer Software Maximizer Enterprise CRM 8. Net suite Inc. NetSuite CRM+ 9. Oncontact Software Oncontact V 10. ADAPT Software Applications ADAPT crm 11. Exact Software North America e-Synergy
  • 8. Four implementation tasks for creating and managing customer relationships • IDIC – Identify – Differentiate – Interact – Customize
  • 9. Benefits of CRM • • • • • Reduced costs Increased customer satisfaction growth in numbers of customers long term profitability and sustainability Helpful to beat competition
  • 10. Future of CRM  RETENTION RATE  INCREASED SALES  REDUCED COSTS  SIGNIFICANT ROLE  TECHNOLOGY  TECHNOLOGY  CUSTOMER INFORMATION