CUSTOMER RELATIONSHIP MANAGEMENT

2.  CRM
is the development and
maintenance of mutually beneficial
long-term relationships with
strategically significant customers

3. 
CRM is concerned with the creation, development
and enhancement of individualised customer
relationships with carefully targeted customers and
customer groups resulting in maximizing their total
customer life-time value

5. 



Cross-selling is the action or practice of selling among or
between clients, markets, traders, etc. or the action or practice
of selling an additional product or service to an existing
customer.
Cross-selling is the action or practice of selling among or
between clients, markets, traders, etc. or the action or practice
of selling an additional product or service to an existing
customer.
Upselling (sometimes "up-selling") is a sales
technique whereby a seller induces the customer to purchase
more expensive items, upgrades, or other add-ons in an
attempt to make a more profitable sale.
For example, suggesting a premium brand of alcohol when a
brand is not specified by a customer

8. Stage six: Enhancing the customer experience
Stage five: Marketing more effectively
Stage four: Analysing Customer behaviour
Stage three: Accessing information
Stage two: Storing information
Stage one: Collecting information

9.  There
are following types of CRM
 1.OPERATIONAL CRM
 2. SFA
 3.Analytical CRM
 4.COLLABORATIVE CRM
 5.GEOGRAPHIC CRM

10. 
Subconscious Expectations




Pizza with specified toppings
Take 10 minutes
Come in a packed box
Remain warm till you reach home
 Charges – standard and acceptable price
 Pizza will taste reasonably good

You will come back if all the above are
met.

11. 
If you go regularly
 Rapport with employees
 You forgive if they mess up with one or two
expectations

Degree of confidence determines
tolerance
 If using first time, and even one expectation is
not met
 You will never go again

12.  Exceeded
expectations
 Give you a garlic bread FREE !
 You
will tell everyone about it

13. 
Excellent customer service is about being aware of
customer needs and reacting to them effectively.

CRM helps you to understand, anticipate and respond to
your customers' needs in a consistent way, right across
organization.

CRM will help your business if you view it as a set of
tools that let you do more for, and get more from, your
customer.

Keeps all your customer information in one place.

Know and understand your customers.

Know your best revenue opportunities.

Spot the best sales campaigns.

14. STRENGHT
S
THREATS
SWOT
ANALYSIS
OF CRM
OPPORTUNITI
ES
WEAKNESS
ES

15. Customer relationship management (CRM) is a widely
implemented strategy for managing a company’s interactions
with customers, clients and sales prospects.
