Customer Relationship Management

CUSTOMER RELATIONSHIPMANAGEMENT,[object Object],PRESENTED BY,[object Object],Harish K.,[object Object],Lakshmaiah Shetty P.,[object Object],Mishaal Hamza,[object Object]

What is CRM?,[object Object],[object Object]

CRM is a management approach a model that puts a customer at the core of a company processes and practices.

CRM leverages cutting edge technology integrated strategic planning up-close and personal marketing techniques and Organization development tools to build internal external relationships that increase profit margins and productivity within a company.,[object Object]

CRM Components,[object Object],CRM’s can be broken down into three key components.,[object Object],Front Office Operations (sales, marketing, service etc),[object Object],Interaction With Customers (email, letters, phone, meetings, fax etc),[object Object],Enhance Company Relationship with Customer,[object Object]

Evolution Of CRM,[object Object]

The Customer Relationship,[object Object],Target,[object Object],Find,[object Object],Understand,[object Object],Attract,[object Object],Qualify,[object Object],Close,[object Object],Learn from,[object Object],Develop,[object Object]

Need For CRM,[object Object],[object Object], (a) social and demographic factors.,[object Object], (b) economic situations.,[object Object], (c) educational standards.,[object Object], (d) competitors product,[object Object], (e) experience.,[object Object],[object Object]

A relatively small percentage of customers may generate most of the profits.

Marketing cost and efforts are less for existing customers.

Dissatisfied customers tell others about their experiences.

Slowing the rate of defection grows the customer base.

Reducing costs (e.g. through self-service).,[object Object]

CRM Process Framework,[object Object],Formation,[object Object],Management & Governance,[object Object],Performance,[object Object],Team Structure,[object Object],Purpose,[object Object],-increases effectiveness,[object Object],-improve efficiency,[object Object],Role Specification,[object Object],Planning Process,[object Object],Programs,[object Object],-Account Mgmt,[object Object],-Retention Mktg.,[object Object],-Co-op Agreement,[object Object],-Strategic Partnership,[object Object],Relationship Performance,[object Object],-Strategic,[object Object],-Financial,[object Object],-Marketing,[object Object],[object Object]

loyaltyProcess Alignment,[object Object],Monitoring Process,[object Object],Communication,[object Object],Employee Motivation,[object Object],Partners,[object Object],-Criteria,[object Object],-Process,[object Object],Employee Training,[object Object],Evolution,[object Object],-Enhancement,[object Object],-Improvement,[object Object]

Service Quality Model,[object Object],Past Experience,[object Object],Word - of- Mouth Communications,[object Object],Personal Needs,[object Object],Expected Service,[object Object],Perceived Service,[object Object],Service Delivery,[object Object],Customer,[object Object],External Communications to Customers,[object Object],Service Provider,[object Object],Service quality specifications,[object Object],Management perceptions of Customer Expectations,[object Object]

Service Quality Gaps,[object Object],Gap 1 : Not knowing what customers expect ,[object Object],Gap 2 : Not selecting the right service design standards,[object Object],Gap 3 : Not delivering to Service Standards,[object Object],Gap 4 : Not matching Performance to Promises ,[object Object],Gap 5 : Perceived Service and Expected Service,[object Object]

Gap Analysis Grid,[object Object],SATISFACTION,[object Object], Low High,[object Object],IMPORTANCE,[object Object],Current company strength,[object Object],Unnecessary strengths - possible over skill,[object Object],Attributes that need attention - area where priorities should be focused,[object Object],Low Priority,[object Object],High,[object Object],Low ,[object Object]

The Key Stages of CRM,[object Object],Culture,[object Object],State,[object Object],Stage,[object Object],Satisfaction Based,[object Object],Re-active,[object Object],Meet customer needs ,[object Object],Respond to complaints,[object Object],Minimal evaluation of customer service levels,[object Object],Performance Based,[object Object],Pro-Active,[object Object],Evaluate customer perception,[object Object],Identify customer retention factors,[object Object],Very Pro-Active,[object Object],Commitment Based,[object Object],Evaluate multiple customer needs,[object Object],Continuous inbound/outbound flow and feedback,[object Object],Continuous improvement,[object Object]

Electronic Customer Relationship Management,[object Object],Latest paradigm in the world of CRM,[object Object]

NEED OF e-CRM,[object Object],[object Object]

To satisfy the customers at global level.(Sometimes customer itself prefer to do online purchasing.),[object Object],[object Object],[object Object]

Process of e-CRM,[object Object]

Benefits Of e-CRM ,[object Object],[object Object]

Customer Relationship Management

Customer Relationship Management

Recommandé

Contenu connexe

Tendances

Tendances(20)

Similaire à Customer Relationship Management

Similaire à Customer Relationship Management(20)

Dernier

Dernier(20)

Customer Relationship Management