02 ajay singh - customer relationship management

7/31/2019 02 Ajay Singh - Customer Relationship Management

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SUBMITTED TO:

MRS. MAHIMA RAI

SUBMITTED BY:

MR. AJAY SINGH


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INTRODUCTION

PURPOSE OF CRM

KEY PRINCIPLE OF CRM

CRM PROGRAMES AND ACTIVITIESTOOLS FOR CRM

IMPIMANTATION OF CRM

CRM RELATED CONCEPTS

PROBLEMS AND DRAWBACKS OF CRMCONCLUSION

THANKS


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INTRODUCTION

Customer relationship management (CRM) is a

business strategy to acquire and manage the most

valuable customer relationships.

CRM requires a customer-centric business philosophy

and culture to support effective marketing, sales and

service processes.

CRM applications can enable effective customerrelationship management, provided that an enterprise

has the right leadership, strategy and culture.


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Provide product information, product useinformation, and technical assistance.

Identify how each individual customer definesquality, and then design a service strategy.

Provide a fast mechanism.Provide a mechanism to track all points of contactbetween a customer and the company.

Help to identify potential problems quickly, before

they occur.Provide a user-friendly mechanism for registeringcustomer complaints.


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Provide a fast mechanism for handling problemsand complaints.

Provide a fast mechanism for correcting servicedeficiencies.

Use internet cookies to track customer interestsand personalize product offerings accordingly.

Use the Internet to engage in collaborativecustomization or real-time customization.

Provide a fast mechanism for managing andscheduling maintenance, repair, and on-goingsupport.

The CRM program can be integrated into other

cross-functional systems.


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Differentiate Customers.

Differentiating Offerings.

Keeping Existing Customers.

Maximizing Life time value.

Increase Loyalty.


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One-to-one Marketing-Meeting and satisfyingeach customers need uniquely and individually.

Continuity Marketing Programs-Take the

shape of membership and loyalty card programswhere customers are often rewarded for theirmember and loyalty relationships with themarketers.

Partnering Programs-partnering relationshipsbetween customer and marketers to serve end userneeds.


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Operational - automation to the basic businessprocesses (marketing, sales, service)

Analytical - support to analyze customerbehavior, implements business intelligence aliketechnology

Collaborative - ensures the contact withcustomers (phone, email, fax, web, sms, post, inperson)


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Customer database.

Call Centre.

Systems Integration.

Data Mining for CRM.


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STAGE ONE-COLECTIVE INFORMATION

STAGE TWO-STORING INFORMATION

STAGE THREE-ACCESING INFORMATION

STAGE FOUR- ANALYSING CUSTOMERBEHAVIOR

STAGE FIVE- MARKETING MORE

EFFECTIVELYSTAGE SIX- ENHANCING THE CUSTOMEREXPERIENCE


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Knowledge Management.

Regain Management.

CRM in Supply Chain Management(SCM).

CRM-ERP Integration.


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Customer focus- Organizational culture is not

customer focused, with limited involvement of customerfacing personnel in the design and implementation phase

Organizational Management-Lack of support and

understanding form senior management, lack of CRMunderstanding, lack of communications and changingbusiness needs

Project Management -Misalignment between projectand business requirements, with unrealistic goals,timelines, coupled with a lack of planning andinsufficient reporting and control


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Team Members-Lack of support, incentives, andlack of technical knowledge

Data & Warehouse Requirements-Poor qualitydata, inconsistent data between different systems

Technical Factors-Short term solution focus notaligned to long term architectural infrastructuregrowth, no prototyping or testing, misunderstandingtechnical requirements.


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A strategy defined around producing value to fulfillbusiness needs.

A collaborative value chain of all institutions andprocesses needed to fulfill business needs.

A set of measurements that reflects how successful(or unsuccessful) the collaborative value chain has

been in fulfilling customers needs and the ability toadjust the processes to improve the rate of success.

A system that provides insight into customers so that

improvements can be made.Access to all the services customer need for news,information, purchases, business, delivery, and on toinfinity, from wherever customer are in whatever

circumstances.


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02 ajay singh - customer relationship management

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