1. Customer Relationship
Management in MIS
By: RANJANI

2. Customer relationship management

3. Real world case

4. Summary

5. Avaya

6. Avaya IP

7. Major Clusters in CRM
Contact and account
management
Sales
Marketing fulfillment
Customer service and support
Retention and loyalty
programmes

8. Three phases of CRM
Acquire
Enhance
Retain

9. Benefits and challenges to CRM
It allows a business to identify and target their
best customers.
It makes possible real time customization and
personalization of products based on
customer needs.
It also keeps a track of a customers when he
contacts the company.

10. CRM failures
Lack of understanding and preparation.

11. Thank you