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Crm

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Chandanapriya Sathavalli
Chandanapriya Sathavalli

CRM (Customer Relationship Management) is a methodology used to develop strong relationships with customers by learning about their needs and behaviors. It involves carefully managing detailed customer information and all customer touchpoints. The goals of CRM are to attract new customers, improve customer service, build customer loyalty, and provide quicker responses to customers. CRM frameworks provide guidance on objectives, resources, roles, processes, timelines, and analyze customer data to enhance relationships.

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CRM (Customer Relationship Management) Presented by Chandana 08/23/10 息 YIIT- confidential and proprietary
CRM(Customer Relationship Management) CRM is a methodology used to learn more abt customers needs and behaviours in order to develop strong relationships with customers. It (CRM) is the process of carefully managing detailed information about individual customers and all customer touch points to maximize customer loyalty. 08/23/10 息 YIIT- confidential and proprietary
How can u figure out what customer want from you in terms of service? 08/23/10 息 YIIT- confidential and proprietary
The kind and level of service that you must deliver depends on: Who the customer is What the customer expectations are What experience they had with you and other entities What your strategy is What role customer service play 08/23/10 息 YIIT- confidential and proprietary
Standardization: Pin down the service and to be able to standardize it. So that it can be consistently delivered. Customization: Differ Service from customer to customer. The value of service asrelationship-building tool is its customizability. 08/23/10 息 YIIT- confidential and proprietary
Some customer may require and deserve better service than the others. In some situations, u will want to be able to provide service that will impress customer so as to make an emotional connections. Whenever your employees can say to a customer, "Let me take care of that for you," you are delivering a higher level of service than the customer was expecting. 08/23/10 息 YIIT- confidential and proprietary
CRM gives a framework for the activities. It decides on: What to do - the objectives What is required to do it - the resources Who should do it - the people How to do it - the process How long to do it - the time frame 08/23/10 息 YIIT- confidential and proprietary
Benefits of Implementing CRM Attracting new customers. Quicker and more efficient response to customer leads and customer information. Simplification of marketing and sales processes . Understanding customer needs. Better customer service. Building customer loyalty. 08/23/10 息 YIIT- confidential and proprietary
Basic Architechture of a CRM: 08/23/10 息 YIIT- confidential and proprietary
Architecture of CRM: There are three parts of application architecture of CRM: Operational - automation to the basic business processes (marketing, sales, service) Analytical - support to analyze customer behavior, implements business intelligence alike technology Collaborative - ensures the contact with customers (phone, email, fax, web, sms, post, in person) 08/23/10 息 YIIT- confidential and proprietary
Operational CRM means supporting the "front office" business processes, which include customer contact (sales, marketing and service). Operational CRM provides the following benefits: Delivers personalized and efficient marketing, sales, and service through multi-channel collaboration. Sales people and service engineers can access complete history of all customer interaction with your company, regardless of the touch point. Operational CRM: 08/23/10 息 YIIT- confidential and proprietary
Analytical CRM: In analytical CRM, data gathered within operational CRM and/or other sources are analyzed to segment customers or to identify potential to enhance client relationship. 08/23/10 息 YIIT- confidential and proprietary
Collaborative CRM provides the following benefits: Enables efficient productive customer interactions across all communications channels Enables web collaboration to reduce customer service costs Collaborative CRM : Collaborative CRM facilitates interactions with customers through all channels (personal, letter, fax, phone, web, e-mail) and supports co-ordination of employee teams and channels. 08/23/10 息 YIIT- confidential and proprietary
Related aspects: Many inter-related aspects Front office operation Back office operations Business relationships 08/23/10 息 YIIT- confidential and proprietary
Direct interaction with customers Face to face meetings Phone calls E-mail Online services Front office: 08/23/10 息 YIIT- confidential and proprietary
Back office: Operations that ultimately affect the activities of the front office Billing Maintenance Planning Marketing Advertising Finance 08/23/10 息 YIIT- confidential and proprietary
Business relationships: Interaction with other companies and partners Suppliers/vendors Retail outlets/distributors Industry networks (lobbying groups, trade assn) 08/23/10 息 YIIT- confidential and proprietary
Business strategy perspective: Three key phases 1. Customer Acquisition 2. Customer Retention 3. Customer Extension 08/23/10 息 YIIT- confidential and proprietary
Customer Acquisition: Attracting our customer For the first purchase We have acquired our customer Growth Aim is to increase the number of customers that purchase from us for the FIRST TIME 08/23/10 息 YIIT- confidential and proprietary
Customer Retention: Re-purchase Our customer returns and buys for a second time This is most likely to be the purchase of a similar product or service. Growth Aim is to increase the number of customers that purchase from us REGULARLY 08/23/10 息 YIIT- confidential and proprietary
Customer Extension: Additional, supplementary purchases Our customers are regularly purchasing We introduce products and services to our loyal customers different from original purchase Once purchased, our goal is to retain them as customers for the extended products or services Growth Aim is to increase the number of customers that purchase ADDITIONAL products 08/23/10 息 YIIT- confidential and proprietary
Pizza example: Subconscious Expectations Pizza with specified toppings Take 10 minutes Come in a packed box Remain warm till you reach home Charges standard and acceptable price Pizza will taste reasonably good You will come back if all the above are met 08/23/10 息 YIIT- confidential and proprietary
Exceeded expectations Deliver on all expectations Give you a garlic bread FREE ! 08/23/10 息 YIIT- confidential and proprietary You will tell everyone about it. Degree of confidence determines tolerance If using first time, and even one expectation is not met You will never go again
08/23/10 息 YIIT- confidential and proprietary If you go regularly Rapport with employees You forgive if they mess up with one or two expectations. If they continue to do the same u will stop going there and search for other shop.
CRM is a business philosophy based on TRUST and VALUE. 08/23/10 息 YIIT- confidential and proprietary

More Related Content

Crm

  • 1. CRM (Customer Relationship Management) Presented by Chandana 08/23/10 息 YIIT- confidential and proprietary
  • 2. CRM(Customer Relationship Management) CRM is a methodology used to learn more abt customers needs and behaviours in order to develop strong relationships with customers. It (CRM) is the process of carefully managing detailed information about individual customers and all customer touch points to maximize customer loyalty. 08/23/10 息 YIIT- confidential and proprietary
  • 3. How can u figure out what customer want from you in terms of service? 08/23/10 息 YIIT- confidential and proprietary
  • 4. The kind and level of service that you must deliver depends on: Who the customer is What the customer expectations are What experience they had with you and other entities What your strategy is What role customer service play 08/23/10 息 YIIT- confidential and proprietary
  • 5. Standardization: Pin down the service and to be able to standardize it. So that it can be consistently delivered. Customization: Differ Service from customer to customer. The value of service asrelationship-building tool is its customizability. 08/23/10 息 YIIT- confidential and proprietary
  • 6. Some customer may require and deserve better service than the others. In some situations, u will want to be able to provide service that will impress customer so as to make an emotional connections. Whenever your employees can say to a customer, "Let me take care of that for you," you are delivering a higher level of service than the customer was expecting. 08/23/10 息 YIIT- confidential and proprietary
  • 7. CRM gives a framework for the activities. It decides on: What to do - the objectives What is required to do it - the resources Who should do it - the people How to do it - the process How long to do it - the time frame 08/23/10 息 YIIT- confidential and proprietary
  • 8. Benefits of Implementing CRM Attracting new customers. Quicker and more efficient response to customer leads and customer information. Simplification of marketing and sales processes . Understanding customer needs. Better customer service. Building customer loyalty. 08/23/10 息 YIIT- confidential and proprietary
  • 9. Basic Architechture of a CRM: 08/23/10 息 YIIT- confidential and proprietary
  • 10. Architecture of CRM: There are three parts of application architecture of CRM: Operational - automation to the basic business processes (marketing, sales, service) Analytical - support to analyze customer behavior, implements business intelligence alike technology Collaborative - ensures the contact with customers (phone, email, fax, web, sms, post, in person) 08/23/10 息 YIIT- confidential and proprietary
  • 11. Operational CRM means supporting the "front office" business processes, which include customer contact (sales, marketing and service). Operational CRM provides the following benefits: Delivers personalized and efficient marketing, sales, and service through multi-channel collaboration. Sales people and service engineers can access complete history of all customer interaction with your company, regardless of the touch point. Operational CRM: 08/23/10 息 YIIT- confidential and proprietary
  • 12. Analytical CRM: In analytical CRM, data gathered within operational CRM and/or other sources are analyzed to segment customers or to identify potential to enhance client relationship. 08/23/10 息 YIIT- confidential and proprietary
  • 13. Collaborative CRM provides the following benefits: Enables efficient productive customer interactions across all communications channels Enables web collaboration to reduce customer service costs Collaborative CRM : Collaborative CRM facilitates interactions with customers through all channels (personal, letter, fax, phone, web, e-mail) and supports co-ordination of employee teams and channels. 08/23/10 息 YIIT- confidential and proprietary
  • 14. Related aspects: Many inter-related aspects Front office operation Back office operations Business relationships 08/23/10 息 YIIT- confidential and proprietary
  • 15. Direct interaction with customers Face to face meetings Phone calls E-mail Online services Front office: 08/23/10 息 YIIT- confidential and proprietary
  • 16. Back office: Operations that ultimately affect the activities of the front office Billing Maintenance Planning Marketing Advertising Finance 08/23/10 息 YIIT- confidential and proprietary
  • 17. Business relationships: Interaction with other companies and partners Suppliers/vendors Retail outlets/distributors Industry networks (lobbying groups, trade assn) 08/23/10 息 YIIT- confidential and proprietary
  • 18. Business strategy perspective: Three key phases 1. Customer Acquisition 2. Customer Retention 3. Customer Extension 08/23/10 息 YIIT- confidential and proprietary
  • 19. Customer Acquisition: Attracting our customer For the first purchase We have acquired our customer Growth Aim is to increase the number of customers that purchase from us for the FIRST TIME 08/23/10 息 YIIT- confidential and proprietary
  • 20. Customer Retention: Re-purchase Our customer returns and buys for a second time This is most likely to be the purchase of a similar product or service. Growth Aim is to increase the number of customers that purchase from us REGULARLY 08/23/10 息 YIIT- confidential and proprietary
  • 21. Customer Extension: Additional, supplementary purchases Our customers are regularly purchasing We introduce products and services to our loyal customers different from original purchase Once purchased, our goal is to retain them as customers for the extended products or services Growth Aim is to increase the number of customers that purchase ADDITIONAL products 08/23/10 息 YIIT- confidential and proprietary
  • 22. Pizza example: Subconscious Expectations Pizza with specified toppings Take 10 minutes Come in a packed box Remain warm till you reach home Charges standard and acceptable price Pizza will taste reasonably good You will come back if all the above are met 08/23/10 息 YIIT- confidential and proprietary
  • 23. Exceeded expectations Deliver on all expectations Give you a garlic bread FREE ! 08/23/10 息 YIIT- confidential and proprietary You will tell everyone about it. Degree of confidence determines tolerance If using first time, and even one expectation is not met You will never go again
  • 24. 08/23/10 息 YIIT- confidential and proprietary If you go regularly Rapport with employees You forgive if they mess up with one or two expectations. If they continue to do the same u will stop going there and search for other shop.
  • 25. CRM is a business philosophy based on TRUST and VALUE. 08/23/10 息 YIIT- confidential and proprietary