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    CRM & TQM: by Nagesh S. Yenpreddiwar Y.Shireesha Victor Basu Roy

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    Nichherla Jyoti
    This document discusses CRM (customer relationship management) and TQM (total quality management). It defines CRM as an integrated approach to managing customer interactions across sales, marketing, support and other functions. The goals of CRM are to attract new customers, retain existing ones, and reduce marketing and service costs. TQM is defined as a management approach focused on continuous improvement through prevention of mistakes and inspection. It aims to meet customer needs by integrating all organizational functions. The document also discusses the benefits and key elements of both approaches, including improved customer satisfaction, efficiency and financial performance for CRM, and error reduction and organizational excellence for TQM. It outlines their complementary relationship with marketing strategies and customer feedback.

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    CRM & TQM: by Nagesh S. Yenpreddiwar Y.Shireesha Victor Basu Roy

    Uploaded by

    Nichherla Jyoti
    98 views25 pages
    This document discusses CRM (customer relationship management) and TQM (total quality management). It defines CRM as an integrated approach to managing customer interactions across sales, marketing, support and other functions. The goals of CRM are to attract new customers, retain existing ones, and reduce marketing and service costs. TQM is defined as a management approach focused on continuous improvement through prevention of mistakes and inspection. It aims to meet customer needs by integrating all organizational functions. The document also discusses the benefits and key elements of both approaches, including improved customer satisfaction, efficiency and financial performance for CRM, and error reduction and organizational excellence for TQM. It outlines their complementary relationship with marketing strategies and customer feedback.

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    This document discusses CRM (customer relationship management) and TQM (total quality management). It defines CRM as an integrated approach to managing customer interactions across sales, marketing, support and other functions. The goals of CRM are to attract new customers, retain existing ones, and reduce marketing and service costs. TQM is defined as a management approach focused on continuous improvement through prevention of mistakes and inspection. It aims to meet customer needs by integrating all organizational functions. The document also discusses the benefits and key elements of both approaches, including improved customer satisfaction, efficiency and financial performance for CRM, and error reduction and organizational excellence for TQM. It outlines their complementary relationship with marketing strategies and customer feedback.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    98 views25 pages

    CRM & TQM: by Nagesh S. Yenpreddiwar Y.Shireesha Victor Basu Roy

    Uploaded by

    Nichherla Jyoti
    This document discusses CRM (customer relationship management) and TQM (total quality management). It defines CRM as an integrated approach to managing customer interactions across sales, marketing, support and other functions. The goals of CRM are to attract new customers, retain existing ones, and reduce marketing and service costs. TQM is defined as a management approach focused on continuous improvement through prevention of mistakes and inspection. It aims to meet customer needs by integrating all organizational functions. The document also discusses the benefits and key elements of both approaches, including improved customer satisfaction, efficiency and financial performance for CRM, and error reduction and organizational excellence for TQM. It outlines their complementary relationship with marketing strategies and customer feedback.

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    CRM & TQM

    By
    Nagesh S. Yenpreddiwar
    Y.Shireesha
    Victor Basu Roy
    What is CRM?
    An integrated approach to identifying, acquiring and
    maintaining customers. siebel.com
    CRM is a broadly recognized, widely-implemented
    strategy for managing a company’s interactions with
    customers, clients and sales prospects.
    It involves using technology to organize, automate, and
    synchronize business processes—principally sales
    activities, but also those for marketing, customer service,
    and technical support.
    Goals of CRM..
    The overall goals are to find, attract, and win new clients,
    nurture and retain those the company already has, entice
    former clients back into the fold, and reduce the costs of
    marketing and client service.
    What it does...
    Builds a database that describes the customers and the

    relationship they hold with the company. whatis.com


     Provides enough detail so that the company can offer
    the client the product/service that matches their need the
    best. whatis.com
    May contain information about their past purchases, who
    is involved with the account and a summary of all
    conversations.
    Benefits of CRM
    Research has shown that companies that create satisfied,
    loyal customers have more repeat business, lower
    customer-acquisition costs and stronger brand value.
    Siebel.com
    It also equals better financial performance. Siebel.com
    CRM may...
    Help marketing departments identify and target their best
    customers, manage campaigns as well as discover
    qualified leads. whatis.com

    Improve sales and streamline existing processes. whatis.com

    Form individualized relationships with customers.


    whatis.com
    Give employees information needed to improve customer
    service and also to better understand customer needs.
    It also...
    Is a fast way to identify and handle potential problems.
    Wikipedia.org
    Tracks all points of contact between a customer and the
    company. Wikipedia.org
    Provides all employees with product specs, product use
    information and technical assistance. Wikipedia.org
    CRM quickly manages the scheduling of follow-up sales
    calls to assess the satisfaction of customers and their
    repurchase probabilities (when and how much). Wikipedia.org
    CRM leads to...
    Identifying prospects and helps them become customers.
    Brillianceweb.com
    Closing sales more effectively and efficiently.
    Brillianceweb.com
    Allowing customers to perform business transactions
    quickly and easily. Brillianceweb.com
    Providing better service and support following a sale.
    Brillianceweb.com
    The Players
    The Top 11 CRM Manufactures Are:
    Company Product name
    1. Microsoft Microsoft Dynamics CRM 3.0
    2. Sage Software SalesLogix CRM
    3. SAP America Inc. SAP Business One CRM
    4. Parature Inc. Parature
    5. Entellium Entellium CRM
    6. Pivotal corp. Pivotal CRM
    7. Maximizer Software Maximizer Enterprise CRM
    8. Netsuite Inc. NetSuite CRM+
    9. Oncontact Software Oncontact V
    10. ADAPT Software Applications ADAPT crm
    11. Exact Software North America e-Synergy
    2020software.com
    TQM-INTRODUCTION

    Total Quality Management is a management approach that


    originated in the 1950’s and has steadily became more
    popular since the early1980’s
    HISTORY
    TQM originated in the United States. W. Edwards
    Deming and Joseph M. Juran are the two people who
    developed it.
    TQM IS NOT A DESTINATION BUT A JOURNEY
    TOWARDS IMPROVEMENT
    Definition
    TQM is a method by which management employees control
    continuous improvement of the production of goods and
    services. It is a combination of tools aimed at increasing
    business and reducing losses due to wasteful practices.

    TQM is a management philosophy that seeks to integrate


    all organizational functions to focus on meeting customer
    objectives.

    . TQM is “DO THE RIGHT THINGS, RIGHT THE


    FIRST TIME, EVERY TIME”.
    PRINCIPLES OF TQM
     Management commitment
     Employee Empowerment
     Customer Focus
     Partnership with suppliers
     Performance measures
     Ethics
     Integrity
     Trust
     Training
     Teamwork
     Leadership
     Communication
     Recognition
    CONCEPT OF CONTINUOUS
    IMPROVEMENT BY TQM
    There are three major mechanisms of prevention:
    Preventing mistakes from occurring.
    Inspection at source or by next operation.
    Stopping production until the process is corrected.
    KEY ELEMENTS
     FOUNDATION- It includes : ethics , integrity and
    trust
     BUILDING BRICKS- It includes : training , team
    work and leadership
     BUILDING MORTAR- It includes: communication
     ROOF – It includes : recognition
    ADVANTAGES OF TQM
    Eliminating errors and doing things right the first time
    saves time and resources.

    Creates an organizational atmosphere of excitement and


    sense of accomplishment through the rewarding of
    creativity.
    RELATIONSHIP-TQM & MARKETING
    APPROACH
     It is a two way process in which both the TQM systems & the
    marketing section of a company, serve complementary to each other.

     TQM, when adapted by the companies, leads to a better product or


    service quality line which makes it very easy for the marketing
    section to find long lasting customer- base for the company.

     Marketers , on the other side, bring in feedbacks & inputs from


    various customers which helps the company to develop more
    efficient TQM methods to raise the quality standards of their
    products for better market value giving them an edge over
    competitors.
    RELATIONSHIP-TQM & MARKETING
    APPROACH
     TQM adds to the team building process of the marketing section as it
    requires full efforts from everyone in the organization to maintain the
    quality standards.

     Vizag Steel is the best example for the application of TQM,as its
    customer complaint rates have gone down from 0.27 to 0.13 (of total
    sales) & the net sales increase has gone up to 3 times which is due to
    the application of TQM methods.
    RELATIONSHIP-CRM & MARKETING
    APPROACH
     CRM basically decreases the pressure of the marketing section of a company
    by maintenance of the customer database on a person to person basis in an
    orderly format.

     Hence, enhancing the approachability of agents to customers on a timely basis


    and increase in the customer retention and loyalty as well.

     Based on the CRM models, agents understand the value of the customer for
    the company and customize market offerings, services and programs
    accordingly.

    It also reduces the cost of marketing as the target customer database
    can easily be accessed by the marketing agents of the company.
    RELATIONSHIP-CRM & MARKETING
    APPROACH
    A proactive or an accountable marketing strategies can definitely bring in more
    customer base for the company while keeping the present customer-base satisfied.

    This can help in building up more strategic measures by the company to bring
    advancement in its CRM methods.

    CRM implementation has improved the quality and availability of information


    available in markets today making the task of marketing and sales agents a very
    easy one.

    Harrah's Entertainment Inc., in Las Vegas, boosted its market share by six
    percentage points and increased net income by 12.4 percent, even during the
    difficult post-9/11 market in 2002 by applying the CRM model which helped the
    casino to target the highly specific customer segments.
    Conclusion

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