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    Presentation On Customer Relationship Management System: By-Atul Chaudhary

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    salmanali123
    The document discusses customer relationship management (CRM) systems. It defines CRM as managing detailed customer information and interactions to maximize customer loyalty. It outlines the key components of a CRM system including people, processes, technology. It discusses the benefits of CRM such as improved customer retention, acquisition and relationships. Finally, it proposes that the company can develop a customized CRM system for clients to help improve customer service and gain a competitive advantage.

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    Presentation On Customer Relationship Management System: By-Atul Chaudhary

    Uploaded by

    salmanali123
    155 views39 pages
    The document discusses customer relationship management (CRM) systems. It defines CRM as managing detailed customer information and interactions to maximize customer loyalty. It outlines the key components of a CRM system including people, processes, technology. It discusses the benefits of CRM such as improved customer retention, acquisition and relationships. Finally, it proposes that the company can develop a customized CRM system for clients to help improve customer service and gain a competitive advantage.

    Original Description:

    CRM

    Original Title

    Crm

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    The document discusses customer relationship management (CRM) systems. It defines CRM as managing detailed customer information and interactions to maximize customer loyalty. It outlines the key components of a CRM system including people, processes, technology. It discusses the benefits of CRM such as improved customer retention, acquisition and relationships. Finally, it proposes that the company can develop a customized CRM system for clients to help improve customer service and gain a competitive advantage.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    155 views39 pages

    Presentation On Customer Relationship Management System: By-Atul Chaudhary

    Uploaded by

    salmanali123
    The document discusses customer relationship management (CRM) systems. It defines CRM as managing detailed customer information and interactions to maximize customer loyalty. It outlines the key components of a CRM system including people, processes, technology. It discusses the benefits of CRM such as improved customer retention, acquisition and relationships. Finally, it proposes that the company can develop a customized CRM system for clients to help improve customer service and gain a competitive advantage.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 39

    Presentation

    on
    Customer Relationship
    Management System

    By- Atul Chaudhary
    SEMSEOGURUS.COM | UNIT OF 1SOLUTIONS
    o CRM introduction
    o Functioning targets and roles
    o Aspects of CRM
    o Architecture
    o Strategies
    o Pitfalls


    What I am going to discuss?
    WHAT IS CRM?
    The process of managing the detailed
    information about individual customers
    and carefully managing all the customers
    touch point with the aim of maximizing
    customer loyalty.

    People
    Process
    Technology
    CRM
    Customer acquisition
    Value
    R
    e
    l
    a
    t
    i
    o
    n
    s
    h
    i
    p

    Retention
    L
    o
    y
    a
    l
    t
    y

    Customer focus
    Relationship building
    Management
    Why CRM is required ?
    Customer focus
    Primary Concern of any business Revenue generation
    Satisfaction Delight Experience
    Relationship building
    High acquisition cost Low retention cost
    Long term gains
    Management
    Product delivery Satisfaction
    Measure and manage Customer profitability
    Customer-centric
    Marketing
    Management
    Order Processing
    Customer servicing
    Inside sales
    Outside sales
    Sales support
    Other element-Communication component
    Communication channel
    Customer
    Company
    CUSTOMER
    INTERACTION
    Mobile

    Web

    Call center





    Fax

    Email

    Face to face
    FUNCTIONING TARGET
    AND
    ROLES
    Omnipresence
    1 to 1
    marketing
    Real time
    updates
    Better analysis
    Buying
    Patterns &
    Demographics
    Revenue
    enhancement
    Single
    customer view
    Cost
    reductions
    C R M
    Functioning
    targets
    1. Relationship building
    2. Customer service and support
    3. Built loyalty in customers
    4. Personalization
    5. Management and quality related service.
    6. Customer-focused organization
    7. Identifying high value customers
    Role of CRM system
    Still, why to spend on
    Customer-retention
    rather than customer
    acquisition ???

    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
    Acquisition or Retention
    ASPECTS OF CRM
    Front office business support

    Contact history is recorded

    No communication gap

    E.g.- call centers, BPO


    Direct communication

    Cost reduction

    Service improvement

    E.g.- mail, internet



    Analysis of customer data

    Design and target marketing campaigns

    Product and service decision making

    Management decisions


    ARCHITECTURE
    CRM
    Find
    Catch Keep
    Building blocks of CRM

    Lead Management
    Campaign Management
    Customer profiling
    Call center
    Field service
    Web service
    Activity management
    Opportunity management
    Contact
    management
    Manager view Service view Support view Marketing view Sales view
    Web Windows Wireless
    C R M software
    Web/intranet/extranet
    Project management
    Support view PIM ROI
    Sales Forecasting Opportunity Management
    Automation
    ERP/back office
    Legacy applications
    Other applications
    Customer database
    Customer touch points
    CRM SYSTEM
    CRM STRATEGIES
    Acquisition
    Retention
    Loyalty
    Evangelism
    Cost Reduction
    CRM strategies
    ACQUISITION
    Profiling
    Buying pattern
    Communication
    Search
    RETENTION
    Improving customer satisfaction
    Need analysis
    1to 1 communication
    Updating
    LOYALTY
    Increase
    Search
    Capture
    EVANGELISM
    brand promoter
    sales promoter
    Cost
    REDUCTION
    Lower inventory
    Speedier delivery
    Marketing cost reduction
    Change Management
    Poor communication
    Weak Leadership
    No strategic focus on business value.
    Sloppiness to Process and People issue.
    Information handling

    Pitfalls of CRM system
    CRM helps in
    Customer life cycle
    Customer life-time value

    By implementing a right CRM system, you
    can improve your customer interaction and
    retain the customer for long, thus
    increasing your market share both in terms
    of capital and customer.
    Concluding in the end..
    We can analyze your requirements and can
    develop and implement a CRM system catering
    to your needs.

    Better fit customized CRM system.

    Lower cost and more flexibility than other
    consultancy offering proprietary solutions.

    Experienced staff and management.
    UG Software Technologies can help you.
    o Lower cost

    o High ROI

    o Stability

    o Security

    o Higher customization
    Adding advantage with open source software solutions
    Reliable, implemented and tested
    More visible and ease of control
    Fast and flexible service
    Reasonable prices and quick payback
    High customer satisfaction
    Why to choose us?
    Gain Competitive advantage by
    acquiring our customized CRM
    SYSTEM and become a LEADER in
    your Industry.
    COMPETITIVE EDGE
    Contact us-


    SEMSEOGURUS | unit of 1solutions
    Website- www.semseogurus.com
    Contact- +1 315 642 4191
    Mail- [email protected]
    Any Questions?

    Thank you

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