CRM made simple

Presented By Vinayak Pai

Agenda

• What is meaning of CRM?• How does CRM help?• What happens when CRM is properly implemented?• What does CRM consist of?• Examples of CRM strategy Implementations• Verticals v/s CRM strategy

What is meaning of CRM?

• CRM stands for Customer Relationship Management

• Customer can be client , passenger , patient , customer , buyer , salesperson , employee

How does CRM Help?

• CRM helps in building long and everlasting customer relation

What happens when CRM is implemented properly?

Copyright Relationext Consulting 5

Retain Customers

Target Marketing Comms.

Increase Spend & Frequency

Build Brand Loyalty

Build Relationship

Differentiate vs. Competition

Acquire New Customers

Gain Customer Insight

Increased Revenue

What does CRM consist of?

6

Connecting all Customer’s Touch-points

Campaign Management

Loyalty Management

Database Management

ConsultingCustomer Service

Sales Process Management

Leads Management

Analytics

Example of CRM Strategies

Name Industry CRM Strategy

Jet Airways Airlines JP Miles

British Airways Airlines Air Miles

Shoppers Stop Retail First Citizen Club

Future Group Retail Payback Card

Westside Retail Club West

Tesco Retail Club Card

Taj Hotels Hotels Taj InnerCircle

ICICI Prudential Insurance Grand Perks

Citibank Card Credit Cards Citi Points

Oberoi Realty Real Estate The Elite Club

Vertical v/s CRM Strategy

Vertical CRM Strategy

Real Estate Leads Management , Referral Management , Employee Retention

Insurance Leads Management , Referral Management , Loyalty Programs

Financial Planning Leads Management , Database Management , Campaign Management

Retail Database Management , Campaign Management , Loyalty Programs

Travel Leads Management , Database Management , Campaign Management , Loyalty Programs

BPO Employee Retention

• For more queries on CRM , please email me on vinayak.pai@relationext.com