21 March 2012
customer relationship management
Presented By, Group -10 Members:
Sharatha Shweta Victor Baskar Joshva
[ 11pba106] [ 11pba119] [ 11pba130] [ 11pba133] [ 11pba151]
21 March 2012
customer relationship management
SYNOPSIS
NEED FOR CRM TRADITIONAL MARKETING VS CRM WHAT IS CRM? BENEFITS OF CRM CRM PROCESSES AND SYSTEMS COMPONENTS OF CRM BULDING CUSTOMER TRUST PITFALLS IN CRM RECAP REFERENCE
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NEED FOR CRM
Customers are one of the most important assets of an organisation. Retaining customers and building relationships
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Traditional marketing vs CRM
Traditional Marketing Goal:Expand customer base, increase market share by mass marketing CRM Goal:Establish a profitable, long-term, one-to-one relationship with customers; understanding their needs, preferences, expectations Customer oriented view Mass customization, one-toone marketing
Product oriented view Mass marketing / mass production
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CRM is the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. It is grounded on high-quality customer data and enabled by information technology. Francis Buttle (2004)
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1. Customer Acquisitio n
2. Custome r Retentio n
Custome r Extensio n
CRM focuses on creating value for the customer and the company over the longer term.
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BENEFITS OF CRM:
Reduced Costs. Increased Customer Satisfaction. Maximisation Of Opportunities. Long Term Profitability And Sustainability . Increase in Revenue Growth Solve Problems Quicker
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BENEFITS OF CRM:
Gain A 360-degree View Of Your Customer While You Are Interacting With Them Reports Help Identify Common Support Issues, Evaluate Customer Needs, Track Processes And Measure Service Performance
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COMPONENTS OF CUSTOMER RELATIONSHIP MANAGEMENT
Presented by [Link] 11PBA 133
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CONTENTS
1. 2. 3. 4. 5. 6. 7. 8. Management People Lead Management Sales Force Automation Customer Service Marketing Workflow Automation Business Reporting Analytics
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People management
Use of people at the right time in the right place effectively. People skills must match 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
Its 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 company at 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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What is CRM?
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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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 mutual opportunities.
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Developing the relationship
Select an appropriate offering; Customise the relationship; Link the solutions with the customers needs; Discuss customer concerns; Summarize the solution to confirm benefits; and Secure commitment.
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Thank you friends
By: Victor antony (11pba130)
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Build Customer Trust
21 March 2012
Presented By J. Arun Joshua
customer relationship management
11PBA151
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INTRODUCTION
Customer trust is powerful
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.
[Link] 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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[Link] 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. 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. Dont lapse in your judgment.
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4. Build trust in your marketing.
This applies to all your marketingMaterials, Sales presentations, Press releases, Advertising, Business cards, Web sites.
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Sales Presentations
Press releases
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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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Dont Have Multiple Spreadsheets
Dont let sales team create individual spreadsheets to store customer data. While it may seem easy, employees and senior management can lose countless of hours trying to organize and analyze the information.
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Dont lump everyone in together
Segment the customers by industry, geography, number of employees, or other criteria to better target the marketing and sales efforts to gain maximum results.
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Dont just look at revenue numbers
Clients that offer the most revenue now may not necessarily be the most profitable companies in the future.
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Dont lose potentially good leads
Without proper follow-up, potential clients are likely to move on to your competitors. New employees may not know if a customer is upset with the company for some reason, and may further damage the relationship.
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Dont ignore the so-called 80/20 rule
In most businesses about 20 percent of customers are responsible for 80 percent of their revenue. This will help to decrease the time spent on ineffective activities and increase additional sales.
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Remain the professional, especially in situations where a detractor becomes aggressive. You always have time to craft a response that addresses an issue and reflects well on you and your business.
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Your Customers Might Misbehave You Cant!
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Dont Sabotage Your Efforts
Attaching unrealistic ROI goals or timelines to your social CRM efforts, youll waste the opportunity that SCRM represents today and dampen enthusiasm for it in the future.
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Social Media: The Long View
Since social media is everywhere, CRM has no other course but to accommodate and use it. By extending SCRM, it is an opportunity to make sales and service processes more effective, get closer to the customer, and make businesses more productive, responsive, and profitable.
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In the world of internet customer service, it is important to remember your competitor is only a mouse click away.
Done By, Sharatha 11pba106 I MBA A
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R E C A P
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CRM CRM PROCESSES AND SYSTEMS COMPONENTS OF CRM BENEFITS OF CRM
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REFERENCE: [Link] omer_relationship_management [Link] [Link] Customer Relationship Management: Key components for IT success
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QUERI ES?
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