CRM presentation for beginners

1. Presentation on Customer Relationship Management System By- Atul Chaudhary SEMSEOGURUS.COM | UNIT OF 1SOLUTIONS

3. WHAT IS CRM?

5. People Process Technology Customer acquisition Value Relationship Retention Loyalty CRM

6. Why CRM is required ?

7. Primary Concern of any business Revenue generation Satisfaction  Delight  Experience Customer focus

8. High acquisition cost Low retention cost Long term gains Relationship building

9. Product delivery  Satisfaction Measure and manage Customer profitability Customer-centric Management

10. Other element - Communication component

11. Communication channel Customer Company Mobile Web Call center Fax Email Face to face CUSTOMER INTERACTION

12. FUNCTIONING TARGET AND ROLES

13. C R M Functioning targets

16. Acquisition or Retention Acquisition of Customer Retention of Customer 3% increase in profits 17% increase in profits Cost is very high Cost is very low Life cycle is short Life cycle is long Short term profit Long term profit Unpredictable value chain building Value chain building

17. ASPECTS OF CRM

22. ARCHITECTURE

23. Building blocks of CRM Lead Management Campaign Management Customer profiling Call center Field service Web service Activity management Opportunity management Contact management

24. Project management Support view PIM ROI Sales Forecasting Opportunity Management Automation CRM SYSTEM Manager view Service view Support view Marketing view Sales view Web Windows Wireless C R M software Web/intranet/extranet ERP/back office Legacy applications Other applications Customer database Customer touch points

25. CRM STRATEGIES

27. ACQUISITION Profiling Buying pattern Communication Search

28. RETENTION Improving customer satisfaction Need analysis 1to 1 communication Updating

29. LOYALTY Increase Search Capture

30. EVANGELISM brand promoter sales promoter

31. Cost REDUCTION Lower inventory Speedier delivery Marketing cost reduction