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Customer Relationship Management System

Customer Relationship Management System. What I am going to discuss?. CRM introduction Functioning targets and roles Aspects of CRM Architecture Strategies Pitfalls. WHAT IS CRM?.

britanni-farmer
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Customer Relationship Management System

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  1. Customer Relationship Management System

  2. What I am going to discuss? • CRM introduction • Functioning targets and roles • Aspects of CRM • Architecture • Strategies • Pitfalls

  3. WHAT IS CRM?

  4. 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.

  5. People Customer acquisition CRM Relationship Loyalty Process Value Retention Technology

  6. Why CRM is required ?

  7. Customer focus Primary Concern of any business Revenue generation Satisfaction  Delight Experience

  8. High acquisition cost Low retention cost Relationship building Long term gains

  9. Product delivery Satisfaction Customer-centric Management Measure and manage Customer profitability

  10. Other element-Communication component C U S T O M E R

  11. Communication channel Mobile Web Call center Fax Email Face to face Company CUSTOMER INTERACTION Customer

  12. FUNCTIONING TARGETAND ROLES

  13. C R M Functioning targets

  14. Role of CRM system • Relationship building • Customer service and support • Built loyalty in customers • Personalization • Management and quality related service. • Customer-focused organization • Identifying high value customers

  15. Still, why to spend on Customer-retention rather than customer acquisition ???

  16. Acquisition or Retention

  17. Any Questions? Thank you

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