Customer relationship management crm system concepts
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Customer Relationship Management ( CRM ) System Concepts PowerPoint PPT Presentation


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Customer Relationship Management ( CRM ) System Concepts. Overview. Presenter : Alexander Jejelava , Director of Corporate Solutions Department. Objective. Overview of Bank’s major objectives related to Customer Relations

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Customer Relationship Management ( CRM ) System Concepts

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Customer relationship management crm system concepts

Customer Relationship Management (CRM) System Concepts

Overview

Presenter: Alexander Jejelava,

Director of Corporate Solutions Department


Objective

Objective

  • Overview of Bank’s major objectives related to Customer Relations

  • Demonstration of the System’s functionality connected with business objectives


Main objectives of customer relationship management

Main objectives of customer relationship management

  • Improving customer loyalty, achievement of long-term and productive partnership

  • Improving sales activity and measuring the results

  • Replacing individual approaches with the sales system

  • Achieving unified high quality of service throughout the company

  • Measuring marketing returns


Improving customer loyalty

Improving customer loyalty

  • Complete customer information database

    • General and contact information

    • Products/Services sold

    • Problems, requests and complaints

    • Past revenues

    • Competitors’ activity

    • Customer interdependencies

    • Centralized storage and updates


Improving customer loyalty continues

Improving customer loyalty (continues)


Improving customer loyalty continues1

Improving customer loyalty (continues)


Improving customer loyalty continues2

Improving customer loyalty (continues)

  • Complete information about the products – improving cross-selling

    • Product literature

    • Competitors’ products

    • Centralized storage and update

  • Management Reports

    • Sales by customer groups and other dimensions


Improving sales activity and measuring the results

Improving sales activity and measuring the results

  • Lead and Opportunity Management

    • Leads and lead sources

    • Separation of lead-generation and lead-processing processes

    • Detailed information about lost and cancelled opportunities

  • Detailed logging of customer interactions

    • E-mail

    • Phone calls

    • Appointments

    • Letters

    • Tasks


Lead and opportunity management

Lead and opportunity management


Lead and opportunity management1

Lead and opportunity management


Creating the sales system

Creating the sales system

  • Easing staff turnover implications

    • Easy transfer of customer-related information, collective memory

    • Knowledge accumulation in the company instead of individual salesmen

    • Standardization of sales business processes

  • Improving sales efficiency with existing staff qualifications

    • Product literature

    • Customer history

    • Knowledge base

    • Information about competitors and their products


Improving service quality

Improving service quality

  • Customer information request processing standardization

  • Complaint and problem escalation

    • Parallel control

    • Statistics of problem creation and solution

  • Better understanding of customer complaints and requests through careful analysis


Improving service quality1

Improving service quality


Measuring marketing returns

Measuring marketing returns

  • Lead sources

    • Lead generation by source

    • Customers by lead source

    • Sales by lead source

  • Product performance

    • Won/Lost opportunities by product

  • Information about competitors’ activity


Improving management control

Improving management control

  • Detailed information about customers

  • Powerful reporting

  • New parameters of planning and control

  • Closing the gap between top management and customers


Questions and answers

Questions and Answers


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