4/22/2014
Present by1 :-
Contents
Introduction Why need CRM Goals of CRM Types of CRM Implementation Type of CRM Web Based CRM Benefits of CRM Cost Calculations Q&A Thank you !!! Appendix A - Market Capitalization Appendix B CRM Definition
2
4/22/2014
Introduction
Customer Relationship Management (CRM) is the term given to the concepts that a company employs to manage its relationship with their customer.
4/22/2014
Communication Gap
Getting a new customer cost 5 times then retaining existing customer 1% increase in sale with existing customer will boost profit by 17% while 3% in other case
4/22/2014
Goals of CRM
The idea behind CRM to gain insight into the behavior of customers and the values of those customers. If it works as hoped then business can :-
Types of CRM
Operational CRM which provides support to front office, business processes including sales, marketing and service. Operational CRM processes customer data for a variety of purposes: Managing campaigns Enterprise Marketing Automation Sales Force Automation Sales Management System Analytical CRM which analyses the customer data for various purposes such as design and execution of targeted marketing campaigns to optimize marketing effectiveness, design and execution of specific customer campaign, analysis of customer behavior to aid product and service decision making, management decision, prediction of probability of customer defection.
4/22/2014
Continue. 6
Types of CRM
Consumer Relationship CRM covers aspects of a company's dealing with customers handled by the Consumer Affairs and Customer Relations contact centers within a company. Representatives handle in-bound contact from anonymous consumers and customers. Sales Intelligence CRM is similar to Analytical CRM, but is intended as a more direct sales tool. Features include alerts sent to sales staff regarding: Cross-selling/Up-selling/Switch-selling opportunities Customer Drift Sales performance Customer trends Customer margins Customer alignment
4/22/2014
Continue. 7
Types of CRM
Collaborative CRM covers aspects of a company's dealings with customers that are handled by various departments within a company, such as sales, technical support and marketing. Collaborative CRM's ultimate goal is to use information collected by all departments to improve the quality of services provided by the company. Campaign Management combines elements of Operational and Analytical CRM. Campaign management functions include: Target groups formed from the client base according to selected criteria Sending campaign-related material (e.g. on special offers) to selected recipients using various channels (e.g. e-mail, telephone, SMS, post) Tracking, storing, and analyzing campaign statistics, including tracking responses and analyzing trends
4/22/2014 8
4/22/2014
4/22/2014
10
Benefits of CRM
Vision Growth improved Improve customer Sales & satisfaction Service By knowing what customer demands Single Point communication With Customer Profit
Expand the market & attract new partners Develop additional streams of revenue
Sustainable Income
4/22/2014
11
Cost Calculations
CRM Cost Includes :-
4/22/2014
12
Q&A
4/22/2014
13
Thank you !!
4/22/2014
14
4/22/2014
15
4/22/2014
16