1. CUSTOMER RELATIONSHIPCUSTOMER RELATIONSHIP
MANAGEMENTMANAGEMENT
PRESENTATION 1
E-BUSINESS(ITS450)
PREPARED BY:
•LATIFAH BT IBRAHIM
•NUR SYAFIQAH BT MOHD KHAZALI

2. WHATIS CRM?WHATIS CRM?
Customer Relationship Management (CRM) refers to
the methodologies and tools(software) usually
internet capabilities that help businesses and
enterprises manage customer relationships in an
organized way for example an enterprise might
build a database about its customers that described
relationships in sufficient detail.

3. 4 ASPECTS OFCRM4 ASPECTS OFCRM

4. •Marketing
Helping an enterprise to enable its marketing
departments to identify and target their best
customers, manage marketing campaigns and
generate quality leads for the sales team.
•Sales
Assisting the organization to improve telesales,
account, and sales management by optimizing
information shared by multiple employees, and
streamlining existing processes (for example, taking
orders using mobile devices)

5. •Services
Allowing the formation of individualized
relationships with customers, with the aim of
improving customer satisfaction and maximizing
profits and identifying the most profitable
customers and providing them the highest level of
service.
•Management
Providing employees with the information and
processes necessary to know their customers,
understand and identify customer needs and
effectively build relationships between the
company, its customer base, and distribution
partners.

6. HOWDOES CRMWORKS?HOWDOES CRMWORKS?
 CRM processes help identify and target their
best customers, generate quality sales leads,
and plan and implement marketing campaigns
with clear goals and objectives.
CRM processes help form individualized
relationships with customers in order to improve
customer satisfaction and provide the highest
level of customer service to the most profitable
customers.

7. CRM processes provide employees with the
information they need to know their customers'
wants and needs, and build relationships
between the company and its customers.

8. WHY CRMIS NEEDED?WHY CRMIS NEEDED?
Market now has become so competitive, so
we need strategies to compete with others.
To increase your sales by helping you to find
new techniques that will help you in your
market.
To increase profit and become more
successful as a business as well.

9. In dealing the business with customers
situations as well as dealing with business to
business situations as well.
Help you to go in the direction that you want
to go as a company and it will help you to
acquire new customers, develop the ones you
have, and retain important customers as well
in order to build up profit for the company.

10. HOWTO DEVELOPAHOWTO DEVELOPA
GREATCRMSTRATEGY?GREATCRMSTRATEGY?
Take some time to consider various aspects of
CRM, including customer demands, new
technologies that are available, and the
organizational design of your company.
Doing a review of the workflow and business
practices of your company .

12. THANK YOU