1. CUSTOMER RELATIONSHIP
MANAGEMENT

2. What is CRM?
Customer relationship management (CRM) is a technology
for managing all your company's relationships and
interactions with customers and potential customers. The
goal is to improve business relationships. Helps companies
stay connected to customers, streamline processes, and
improve profitability.

3. What is the purpose of CRM?
CRM helps focus on organization's relationships with individual people (customers, service users,
colleagues, or suppliers) throughout your lifecycle with them, including finding new customers, winning their
business, and providing support and additional services.
Gives everyone a better way to manage the external interactions and relationships that drive success. A
CRM tool lets you store customer and prospect contact information, identify sales opportunities, record
service issues, and manage marketing campaigns, all in one central location and make information about
every customer interaction available to anyone at your company who might need it.
With visibility and easy access to data, it's easier to collaborate and increase productivity. CRM can help
companies of all sizes drive business growth, and it can be especially beneficial to a small business, where
teams often need to find ways to do more with less.

4. What does a CRM system
do?
Helps to find new customers, win their business, and keep them happy by organizing customer
and prospect information. CRM systems start by collecting a customer's website, email,
telephone, social media data, and more, across multiple sources and channels.
It may also automatically pull in other information, such as recent news about the company's
activity, and it can store personal details, such as a client's personal preferences on
communications. The CRM tool organizes this information to give you a complete record of
individuals and companies overall, so you can better understand your relationship over time.
CRM connect to other business apps that help you to develop customer relationships. CRM
solutions today are more open and can integrate with your favorite business tools, so that
information flows both ways to give you a true 360-degree view of your customer.

5. What is the CRM process?
The CRM process is a strategy for keeping every customer interaction personalized and
meaningful.Consumers today expect a personalized customer experience catering to
them as individuals. In order to meet these expectations, you have to understand
what your audience wants and needs, and you must understand how to deliver
on these requirements better than your competition.
A CRM system provides the data
and functionalities your team needs to
execute this strategy and ultimately turn
leads into customers.​​

6. To understand the steps in the CRM process, you have to understand
the customer lifecycle. It is one of the first concepts you learn as a sales rep to
understand how a person becomes a loyal customer.​The CRM cycle involves
marketing, customer service and sales activities. It starts with outreach and customer
acquisition and ideally leads to customer loyalty.​There are five key stages in the CRM
cycle:​
1.Reaching a potential customer​
2.Customer acquisition​
3.Conversion​
4.Customer retention​
5.Customer loyalty​
What is the CRM process
cycle?

7. Importance of
CRM
.
By intelligently storing and managing your customers’
information, a CRM system increases the number of leads
coming in, helping your marketing team find new customers
faster. It supports your sales teams in closing more deals
faster. It also enhances Customer Service.
When your data is organized and managed by a CRM platform, you have a more
comprehensive understanding of your customers, which, in turn, leads to more
aligned messaging. Activities can be digitized and automated, which helps you target
your marketing efforts, speed sales cycles, and deliver better, more efficient customer
service. Finally, with a fully integrated CRM, data silos are removed, making cross-
departmental collaboration easy so that you can present a united front to customers.

8. • Sending out a thank you when a customer makes a purchase.
• Upsell or cross-sell a client if they purchase a particular product.
• Offering a birthday greeting with a promo code.
• Notifying current customers when a new product has been launched.
• Offering “just in time” ordering.
• Sending an email to people that abandon purchases in their shopping cart
without buying.
• Notifying customers when an item on their wish list goes on sale.
Examples Of CRM

9. Advantages Of CRM
• Better customer service
• Increased sales
• Improved customer retention
• Detailed analytics
• Higher productivity and efficiency
• Higher productivity and efficiency
• Managed communications with prospective leads
• Managed communications with prospective leads
• Automated sales reports
• More accurate sales forecasting
• More accurate sales forecasting

10. THANK
YOU !
AKAANSHA
DWIVEDI
SINCLAIR COMMUNITY
COLLEGE
akaansha.dwivedi@sinclair.edu