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A Presentation on

Presented By,Shahrukh Habib Garima Wadhawan

Nishant Dubey Nithish Chandran

Tarun Gaur Kamaldeep Deb Barman

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The Business in India as well as South Asia is in the lookout fRenaissance.

For Some, search ends on cost reduction, re-engineering, market exproductivity improvement.

The others are experimenting with remedies as customer orientatiservice, quick product launches and niche development.

For instance, Aditya Birla Group, RPG, Netcraft have tuned intdoing a new way of business and effecting Corporate Renaissance.

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CRM can be viewed in four principal ways:

It is a contemporary response to the emerging climate of unprecedentedchurn, waning brand loyalty and low profits.

CRM makes organization Customer-Centric

CRM embraces IT into Business

CRM is a certain way to increase value to the customer and profitabilityorganization.

So What CRM is all about ? ? ?

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CRM is the IT face of the business processes that aim to establish emutually beneficial relationships with the customers in order to dr

retention, value and profitability up.

The term CRM can be an acronym for:

Caring Relations Management

Continuous Relations Management

Creative Relations Management

Customer Return Management

Customer Retention Management

Cost Reduction Management

Cost Return Management

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CRM is a tool for delivering a variety of marketing dreams like:

Dream to target and serve customers on individual basis.

Dream to enjoy long term customer relationship with customer.

Dream to get rid of the channels of the wasteful barriers and disto

Dream to reduce marketing cost progressively

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Six steps to CRM Strategy

Keep Updating the customer profile

Approach them with a mix of innovative products/services, custogrowth opportunities.

Cover them with an IT architecture to feed their aspirants.

Boldly choose the target customers for the 1st wave of CRM

Rank/Cluster them in accordance to cost, revenue, profit prelationship intention

Calculate the lifecycle of your customers.

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o Banking, Telecom, Firms, Pharmaceuticals and other companies understand and anticipate customer behavior to improve retention.

o CRM vendors stand to benefit companies in trimming the custexpenses, improve online strategies and increase transactions.

o CRM vendors like Siebel Systems, ORACLE, PeopleSoft, Cognos are receiving huge orders in India

o

Due to increase penetration of internet as technology platform foBusiness Strategies.

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1. Move Myths to REALITY

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1. Move Myths to REALITY.

2. Match Your CRM Needs with Customer Needs.

3. CRM and Customer Retention.

4. Involve the Right Customers in CRM Design and Implem

5. Keep Introducing CRM enhancements regularly.6. Constantly Measure the Return on CRM.

7. Make CRM an Enterprise Mission.

8. Validate CRM output with Intellectual Asset.

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