Download - Crm final ppt
PAST, PRESENT AND FUTURE OF CUSTOMER
RELATIONSHIP MANAGEMENT
DEFINITION AND MEANING OF CRM
BARTER SYSTEM
HISTORY OF CRM
1960 :ERA OF MASS MARKETING
1970 :SEGMENTATION AND CUSTOMISATION
1980 :NICHE MARKETING AND SFA
1990 :RELATIONSHIP MARKETING, TELEMARKETING AND CALLCENTERS
MONOPOLY MARKET
SINGLE SELLER
SELLER’S MARKET
NO CLOSE SUBSTITUTES
BARRIERS TO ENTRY
FIRM AND INDUSTRY ARE SAME
PRESENT OF CRM
∫ PROMOTION CAMPAIGN
∫ FEEDBACK SERVICES
∫ UPGRADE SERVICES
∫ BRAND
∫ EVENTS
CONSUMER PROTECTION ACT 1986BANKING OMBUDSMAN
CRM SOFTWARE
CONSUMER RIGHTS
1. RIGHT TO BE PROTECTED2. RIGHT TO BE INFORMED3. RIGHT TO BE ASSURED
4. RIGHT TO BE HEARD
5. RIGHT TO SEEK REDRESSAL
6. RIGHT TO CONSUMER EDUCATION
OBJECTIVES OF CRM
INCREASE IN CUSTOMER SERVICE
INCREASE EFFICIENCY
LOWERING MARKETING COST
AIDING THE DEPARTMENT
CONCEPTUAL UNDERSTANDING OF RELATIONSHIP MARKETING
PRODUCT VS CUSTOMER CENTRIC
IMPORTANCE OF CRM
☺ FORSEE CUSTOMER NEEDS ☺ DETAILS OF A CUSTOMER☺ GROUPING CUSTOMERS☺ ACQUIRING NEW CUSTOMERS☺ COST EFFECTIVE☺ HANDY DETAILS☺ CUSTOMER SATISFACTION☺ CUSTOMER LOYALTY
SATISFIED CUSTOMERS
FUTURE OF CRM
RETENTION RATE
INCREASED SALES
REDUCED COSTS
SIGNIFICANT ROLE
TECHNOLOGY
CUSTOMER INFORMATION
INTERACTIVE
CUSTOMER INDIVIDUALITY
GLOBALISATION
CRM IN INDIA
A. INTRODUCTION
B. LITERATURE REVIEW
C. TECHNOLOGY SELECTION
D. EMPLOYEE EMPOWERMENT
E. CUSTOMER KNOWLEDGE STRATEGY
CASE STUDY
BIBLIOGRAPHY
http://www.jrosenfield.com/articles/CRM-History.htmhttp://estebankolsky.com/2009/09/a-brief-history-of-scrm/http://www.managementstudyguide.com/origin-of-crm.htmhttp://www.youtube.com/watch?v=g-OP8xZmAJMhttp://www.youtube.com/watch?v=Zwrk13lwzHk
PEARLENE (24)
NIHARIKA(30)
KHYATI(38)
SANAYA(40)
KRISHMA(42)
VATSAL(50)