MIS in CRMPresented to : Sir Asim Rajwana

Sign: …..………………………..

Presented by : Muhammad ImranSaqib yousafMuhammad Azhar

Approved By:

Sir Shahid Hussain Dharala

Sign: …………………………………………

Sir G.R Pasha

Sign: ………………………………………

The Role of MIS in CRM

What is CRM?CRM is a system for managing a company's interactions

with current and future customers. It often involves using technology to organize, automate and synchronize sales,

marketing, customer service, and technical support.

customer-centric customer loyalty

Major Clusters in CRM Contact and account management SalesMarketing fulfillment Customer service and support Retention and loyalty programs

Four phases of CRM Acquire

Enhance

Retain

Recovery

Customer retention A low-cost way to increase revenue.

Retention is cheaper than acquisition.

Must be voluntary.

Must lead to long-term relationships.

Relationships

Attempting to know the customer. Commitment and Communication “Clients should call you only once. After that, you should proactively

call them.” –Richard Buckingham.

Referrals & Recovery

Powerful tool that results from customer satisfaction or dissatisfaction.

“Referral clients are already sold, before they even call you.” –Richard Buckingham Empower employees so that they may deal with mistakes as they occur.

Types of CRM Operational CRM :CRM automation of Business processes involving customers. e.g. Sales Force

Automation, Customer service automation, Customer Touchpoints- all sources by which the customers interact with the company

Analytical CRM :is the synthesis & interpretation of operational Data to identify opportunities, optimize customer interactions and manage business performance. e.g. Data warehousing and Data marts

Collaborative CRM: CRM provide interactions between customers, staff and business partners through web technologies. e.g. interactive voice technology, computer telephony and web conferencing

Bottom-lineThe use of information-enabled systems for enhancing individual customer relationships to ensure long-term customer loyalty and

retention

Front office operationsMeetings, phone calls, emails, online services.

Back office operationsBilling, maintenance, planning, marketing, advertising, finance, manufacturing.

Business relationshipsInteraction with companies and partners, suppliers, vendors and retail outlets, distributors.

Four tools CRM Complaint Resolution

Feedback

Guarantees

Corrective Action

Complaint Resolution Three types of complaints: Regulatory, Employee, Customer

Compensation Ease of Resolution

Feedback Customer Data

Customer Behavior

Data-gathering

Analyzing Data

Guarantees Customer Rights Guarantee Design:

• Unconditional• Meaningful• Communicable• Painless to invoke

Corrective Action The way a firm reacts to a problem so that the problem never reoccurs.

CRM-Related Terms

eCRMCRM that is Web-based

ECRMEnterprise CRM

PRMPartner relationship management

cCRMCollaborative CRM

SRMSupplier relationship management

mCRMMobile CRM

xCRMMore hybrids to com

Benefits and challenges to CRM

It allows a business to identify and target their best customers. It makes possible real time customization and personalization of products based on customer needs. It also keeps a track of a customers when he contacts the company.

•Tools for Customer Service •Personalized Web Pages•FAQs•Tracking Tools•Chat Rooms•E-mail and Automated Response•Help Desks and Call Centers•Troubleshooting Tools

•Customer Service• Providing Search and Comparison

Capabilities• Providing Free Products and Services• Providing Technical and Other

Information and Service• Allowing Customers to Order

Customized Products and Services Online• Letting Customers Track Accounts or

Order Status

The role of MIS, e-commerce in CRM

The key term in CRM is relationship building a level of interaction between an organization and the customer

that will allow them to have a feeling of autonomy. while allowing the company to control the experiences while visiting the web site.

Personalizing the Web interface

convey a sense of partnership in between the company and its product and the customer? to provide advanced features such as making previous order information available, suggesting new products based on previous orders and many more. when a customer log on to a website and the site welcomes the customer with his name on the website. This is an excellent tool to increase the moral of the customer.

Providing complete product information

Best website provides complete product information, ranging from pictures of the items in questions to complete specifications.

With the use of CRM the web would be able to offer products according to the customers need. With CRM and IT.

One can streamline the site by offering products based on customer provided information, including interest and geographic location.

Integrating information into ones website

Numerous sites already on the Internet that might have information about the product category

Integrate the company’s site with the web, rather than trying to build a silo of information.

The site can even offer services like comparing two similar product features and suggesting the idle option for the customer.

Easy ordering and billing process Electronic shopping cart model has been used effectively

Allowing customers to browse a web site and add items of interest to their cart

The ease of ordering and billing process is an essential feature of any CRM enabled site

Customer should always have the ability to quickly see their orders and to review information related to their orders

Providing service after sales Using mis successful CRM is keeping your customers satisfied and interested after sale

Will ensure that the customer will return in the future

Company should provide at a minimum, email tracking for the customers with regard to delivery and to keep track the product with the help of many IT enabled tools

Customers can get an exact summary of the location and status of their order.

Some of the Successful features of CRM using MIS

Company information:

Company history Essential customer contact us links. This simple link neatly integrates a wide variety of promotional and informational needs

Online help information Encapsulate information about store policies, shopping online, and how to obtain information on the order. Using CRM strategy and the Internet, you can also improve the relationship with traditional customers

The Internet can be used not only to support online customers, but also to support your brick and mortar consumers.

The possibilities of selling online, few are making this an integral part of their overall sales process.

Advantages of MIS in CRM

Provide Better Customer Service

Simplified Marketing and Targeting

Learning Curve

Staff Resistance

Disadvantages of MIS in CRM

Handling Operations

Security and Hardware Problems

Too Much Consolidation

examplesBell Canada

This company has already become one of the leading in communicational field in Canada. It

managed to gain more than 28 millions of customers. It is mostly oriented on their resident and

business clients and is aimed to provide them with the best communication service.

One of he main advantages of this company is the fact that it is able to offer customers all

necessary solutions which are very easy to use. Bell Canada is targeted to improve business

enterprise and offers all necessary facilities and tools which include internet, telephone, digital

television, voice over IP and wireless.

DHL

This company is a well-known delivery network that is famous all over the world. The main goal of

this company is to proceed with fast and secured shipping to different countries around the globe.

Nowadays DHL has its offices in more than 220 countries. It makes it possible to lend enterprise a

hand while meeting their transportation needs.

Canon

Canon is considered to be one of the first companies in IT field. It provides its customers with all

necessary tools which help them to store information as well as acquire it. In addition Canon takes

leading position when it comes to networking and digital imaging. It products are well-known for

their quality and reliability. They include cameras, printers, color copiers, lenses, camcorders and

other kinds of equipment.

Travelex

Travelex is well-known to those who are looking for a non-banking company which turns out to be provider of foreign

exchange service all over the world. The main benefit of this company is the fact that it managed to offer customers

innovative products at the most reasonable price.

These are good examples of true CRM success stories. In case you also want to create a prosperous business that

will suit all your customer’s requirements and needs, you should follow these steps:

1.It is necessary to adopt rules which will let you ensure that you have found the most suitable solutions for your

company.

2.You should identify all prior objectives before you start using CRM strategy. In addition don’t forget to integrate

current business processes with a chosen strategy.

3.Make sure that all your measurements are undertaken by data quality issues. It must be done before implementing

CRM solutions.

4.Try to do your best in order to understand the needs and problems of your clients.

5.You should be able to bring in all necessary additional resources in case of necessity.

6.Cleanse all the information before it is entered.

7.Create collaboration between several departments.

8.Male sure that CRM implementation is totally safe.

9.Be always ready to benefit from consultants.

10.Proceed with measurements and expertise in order to make CRM as effective as possible.

examples