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By: Muhammad Adeel
What is CRM?
CRM (Customer Relationship Management)
are the concepts used by organizations to
manage their relationships with customers.
“The approach of identifying, establishing,
maintaining, and enhancing lasting
relationships with customers.”
History of CRM
 1980s: Database marketing emerges.
 1980s: Database helped larger organizations rather
then small who only got survey type info.
 1990s: CRM appears as a two-way communication
device.
 1990s: CRM leads to programs such as frequent flyer
miles and bonus points on credit cards.
 2000s: Internet has helped expand from stagnant
database and allows off-site information storage.
 2000s: Used most frequently in financial services, high
tech corporations and the telecommunications
industry.
CRM ASPECTS
Basically CRM is Based on three Aspects..
Operational Aspects
 Operational aspect of CRM is automation to
Customer’s processes including front office sales /
service and marketing representative.
 Any customer interaction is recorded by CRM, so
that any one can retrieve the customer information
at anytime without having to interfere about
interaction history
Collaborative Aspects
 Direct interaction with customers without
interference of sales representative. Cost reduction
and better customer services through automated
voice response, email feedbacks, SMS, IVR etc
Analytical Aspects
 Analysis of Customer Data for purposes like
optimizing marketing effectiveness, customer
retention, behavioral analysis, decision making.
CRM leads to…
 Identifying prospects and helps them become
customers.
 Closing sales more effectively and efficiently.
 Allowing customers to perform business
transactions quickly and easily.
 Providing better service and support following a
sale.
Key Features of CRM
A typical CRM consists of three sub
Modules:
 Sales
 Marketing
 Customer Services
SALES
It improve sales and streamline existing processes.
MARKITING
It helps in marketing departments identify and target
their best customers, manage campaigns as well as
discover qualified leads.
CUSTOMERS SERVICES
Form individualized relationships with customers.
Benefits of CRM
Research has shown that companies that
create satisfied, loyal customers have more
repeat business, lower customer-acquisition
costs and stronger brand value.
Which equals to better financial performance.
CRM Companies in Share Market 2013
Top CRM Companies
Famous Companies Info…
 Salesforce has greater market share in the West and the
South compared to the Midwest and the Northeast.
 While Microsoft Dynamics CRM is number 2 in overall CRM
market share, it’s greatest relative share is in organizations
with 100 or fewer employees.
 Microsoft Dynamics CRM stacks up better against Salesforce
in the Midwest and the Northeast.
 Oracle and SAP considered as standalone systems by CRM
buyers,
 Vtiger and SalesLogix and ACT! are hanging tough in five
and six overall positions.
At the End….
Choosing the right CRM helps Client interaction and
understanding efficient initiating process of better
service and customer retention.
CRM - Customer Relationship Managemennt

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CRM - Customer Relationship Managemennt

  • 1.
  • 3. What is CRM? CRM (Customer Relationship Management) are the concepts used by organizations to manage their relationships with customers. “The approach of identifying, establishing, maintaining, and enhancing lasting relationships with customers.”
  • 4. History of CRM  1980s: Database marketing emerges.  1980s: Database helped larger organizations rather then small who only got survey type info.  1990s: CRM appears as a two-way communication device.  1990s: CRM leads to programs such as frequent flyer miles and bonus points on credit cards.  2000s: Internet has helped expand from stagnant database and allows off-site information storage.  2000s: Used most frequently in financial services, high tech corporations and the telecommunications industry.
  • 5. CRM ASPECTS Basically CRM is Based on three Aspects..
  • 6. Operational Aspects  Operational aspect of CRM is automation to Customer’s processes including front office sales / service and marketing representative.  Any customer interaction is recorded by CRM, so that any one can retrieve the customer information at anytime without having to interfere about interaction history
  • 7. Collaborative Aspects  Direct interaction with customers without interference of sales representative. Cost reduction and better customer services through automated voice response, email feedbacks, SMS, IVR etc Analytical Aspects  Analysis of Customer Data for purposes like optimizing marketing effectiveness, customer retention, behavioral analysis, decision making.
  • 8. CRM leads to…  Identifying prospects and helps them become customers.  Closing sales more effectively and efficiently.  Allowing customers to perform business transactions quickly and easily.  Providing better service and support following a sale.
  • 9. Key Features of CRM A typical CRM consists of three sub Modules:  Sales  Marketing  Customer Services
  • 10. SALES It improve sales and streamline existing processes. MARKITING It helps in marketing departments identify and target their best customers, manage campaigns as well as discover qualified leads. CUSTOMERS SERVICES Form individualized relationships with customers.
  • 11. Benefits of CRM Research has shown that companies that create satisfied, loyal customers have more repeat business, lower customer-acquisition costs and stronger brand value. Which equals to better financial performance.
  • 12. CRM Companies in Share Market 2013
  • 14. Famous Companies Info…  Salesforce has greater market share in the West and the South compared to the Midwest and the Northeast.  While Microsoft Dynamics CRM is number 2 in overall CRM market share, it’s greatest relative share is in organizations with 100 or fewer employees.  Microsoft Dynamics CRM stacks up better against Salesforce in the Midwest and the Northeast.  Oracle and SAP considered as standalone systems by CRM buyers,  Vtiger and SalesLogix and ACT! are hanging tough in five and six overall positions.
  • 15. At the End…. Choosing the right CRM helps Client interaction and understanding efficient initiating process of better service and customer retention.