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Presented By,Group -10
Members:Sharatha [ 11pba106]Shweta [ 11pba119]Victor [ 11pba130]Baskar [ 11pba133]Joshva [ 11pba151]
customer relationship management
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SYNOPSIS
3
NEED FOR CRMTRADITIONAL MARKETING VS CRM
WHAT IS CRM?
BENEFITS OF CRMCRM PROCESSES AND SYSTEMSCOMPONENTS OF CRM
BULDING CUSTOMER TRUSTPITFALLS IN CRM
RECAPREFERENCE
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NEED FOR CRM
•Customers are one of themost important assets of anorganisation.• Retaining customers andbuilding relationships
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Traditional marketing vs CRM
Traditional Marketing CRM
Goal: Expand customer base,increase market share bymass marketing
Goal: Establish a profitable,long-term, one-to-onerelationship with customers;understanding their needs,preferences, expectations
Product oriented view Customer oriented view
Mass marketing / massproduction Mass customization, one-to-one marketing
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“CRM is the core business
strategy that integrates internal
processes and functions, andexternal networks, to createand deliver value to targeted
customers at a profit. It isgrounded on high-qualitycustomer data and enabled by
information technology.” Francis Buttle (2004)
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CRM focuses on
creating value for thecustomer and the
company over thelonger term.
.Custome
rRetentio
n
Customer
Extension
1.CustomerAcquisitio
n
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BENEFITS OF CRM:
Reduced Costs.Increased Customer Satisfaction.Maximisation Of Opportunities.Long Term Profitability And
Sustainability .Increase in Revenue GrowthSolve Problems Quicker
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BENEFITS OF CRM:
Gain A 360-degree View Of YourCustomer While You AreInteracting With Them
Reports Help Identify CommonSupport Issues, Evaluate CustomerNeeds, Track Processes And
Measure Service Performance
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COMPONENTS
OF
CUSTOMER RELATIONSHIP
MANAGEMENT
Presented by
S.BHASKAR11PBA 133
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CONTENTS
1. Management People
2. Lead Management
3. Sales Force Automation
4. Customer Service
5. Marketing
6. Workflow Automation
7. Business Reporting
8. Analytics
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People management
• Use of people atthe right time inthe right place
effectively.
• People skills mustmatch their job
profile.
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Sales Force Automation
• It is a software solution which includes forecasting,tracking potential interactions and processing of sales.
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Customer Service
• Collection of customer data and purchasing pattern.
• Service will be provided to the customer according to
their data available.
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Marketing
• It’s a promotional activity to reach out the product to
the customers.
• Selling and advertising are parts of it.
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Work Flow Automation
•Cutting costs and streamlining process.
• Prevents people from repetition of same job.
• Integrates people and process towards common
objective.
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Business Reporting
• Ability to identify the exact position of your companyat any given point of time.
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Analytics
• It is a study of data so that information can be used to
study market trends.
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THANK YOU
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“The approach of identifying,
establishing, maintaining, and
enhancing lasting relationships
with customers.”
“The formation of bonds between
a company and its customers.”
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What is CRM?
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PROCESS OF BUILDING CRM
• Identify
•
Differentiate
• Interact
• Customise
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Different stages of CRM
implementation
• Scenario analysis
• Purpose definition
•
Planning• Process design
• Technology and vendor selection
• Solution development• Implementation
• Measurement
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Enhancing the relationship
• Assess customer satisfaction;
• Take action to ensure satisfaction;
• Maintain open, two-way communication;and
•
Work to add value and enhance mutualopportunities.
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Developing the relationship
•
Select an appropriate offering;
• Customise the relationship;
•Link the solutions with the customer’s needs;
• Discuss customer concerns;
• Summarize the solution to confirm benefits; and
• Secure commitment.
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Thank you friends
By:
Victor antony (11pba130)21 March 2012 customer relationship management
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Build Customer Trust
Presented By
J. Arun Joshua 11PBA15121 March 2012 27customer relationship management
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“Customer trust is powerful”
INTRODUCTION
You can charge higher prices.
Offer a different feature.
Customers will still buy from you.
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Here are five suggestions on
how you can earn more trust.
1.Build trust in your company.2. Build trust in your products & services.
3. Build trust in you.
4. Build trust in your marketing.5. Build trust in your industry.
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1 B ild t t i
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1.Build trust in your company.
Make sure all sales representatives carry colour
copies of Certificate of your company.
These certificates are "silent sellers."
City business license,
HVAC license, Better Business Bureau certificate.
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2 B ild t t i d t & i
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2. Build trust in your products & services.
Testimonial letters are a great way to
Build trust in your products & services.
Make colour copies, put them in
plastic page protectors, and, again,
have all the sales reps carry them and
frame them for your office walls, too.
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3. Build trust in you.
Meet the customer at correct time.
Don’t lapse in your judgment.
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4 Build trust in your marketing
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4. Build trust in your marketing.
Materials,Sales presentations,
Press releases,
Advertising,Business cards,
Web sites.
This applies to all your marketing-
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Press releases
Sales
Presentations
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5 Build trust in your industry
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5. Build trust in your industry.
Persuading your customers to trust
your industry.Show the good side or the progress in your
industry.
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HAPPY
SELLING !!!!!!!!!!!!
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Pitfalls In Customer Relationship Management
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Don‟t Have MultipleSpreadsheets
• Don’t let salesteam create individualspreadsheets to store
customer data.• While it may seem
easy, employees andsenior management
can lose countless ofhours trying toorganize and analyzethe information.
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Don‟t lump everyone intogether• Segment the customers
by
• industry,
• geography,• number of employees,
• or other criteria
•to better target themarketing and salesefforts to gainmaximum results.
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Don‟t just look at revenuenumbers• “Clients that
offer the mostrevenue now may
not necessarily bethe mostprofitable
companies in thefuture.”
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Don‟t lose potentially goodleads• Without proper
follow-up, potentialclients are likely tomove on to your
competitors.• New employees may
not know if acustomer is upset
with the company forsome reason, and mayfurther damage therelationship.
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Don‟t ignore the so-called“80/20 rule”
• In most businessesabout 20 percent ofcustomers areresponsible for 80
percent of theirrevenue.
• This will help todecrease the time
spent on ineffectiveactivities andincrease additionalsales.
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Your Customers MightMisbehave — You Can‟t!
•
Remain theprofessional,especially insituations where a
detractor becomesaggressive.• You always have
time to craft a
response thataddresses an issueand reflects well on you and your
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Don‟t Sabotage Your Efforts • Attaching unrealistic
ROI goals ortimelines to your
social CRM efforts, you’ll waste theopportunity thatSCRM representstoday and dampenenthusiasm for it inthe future.
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Social Media: The Long View•
Since social media iseverywhere, CRM has no
other course but to
accommodate and use it.
•
By extending SCRM, it isan opportunity to make
sales and service
processes more
effective, get closer tothe customer, and make
businesses more
productive, responsive,and profitable.
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“In the world of internet customer service it
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In the world of internet customer service, itis important to remember your competitor is
only a mouse click away.”
Done By,
Sharatha 11pba106I MBA „A‟
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RE
C
AP
•CRM•CRM PROCESSES
AND SYSTEMS•COMPONENTS OFCRM•
BENEFITS OF CRM•
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REFERENCE:
http://en.wikipedia.org/wiki/Cust
omer_relationship_management
http://www.authorstream.com
http://www.siebel.comCustomer RelationshipManagement: Key components forIT success
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QUERIES?