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