ºÝºÝߣ

ºÝºÝߣShare a Scribd company logo

Crm bhaskar

•Download as PPT, PDF•
•
Vikesh Kumar
Vikesh Kumar

CRM is an important part of marketing management that focuses on customer relationships and retention rather than just acquisition. It has evolved from simply acquiring new customers to retaining customers for life. CRM is important across many industries like hospitality, education, telecom, banking, and retail. In retail specifically, implementing CRM strategies like loyalty programs can help retailers focus on their most profitable 20% of customers to drive 80% of sales. CRM involves acquiring, enhancing, retaining, building trust with, and valuing customers.

1 of 12
Download to read offline
CUSTOMER RELATIONSHIP MANAGEMENT Presented by-: Bhaskar Pratap Singh
INTRODUCTION CUSTOMER RELATIONSHIP MANAGEMENT CRM is a powerful functional area of Marketing Management. It is therefore desirable that one should have a relook at the concept of marketing in some of its evolutionary phases with the change in focus from products to relationships during the past 50years. Marketing and the Marketing communication mix are changing. New opportunities new threats, new tools and innovations are emerging. The worlds more than 650crore consumers and probably 50crore industrial buyers are becoming increasingly accessible. Marketing has moved from – Customers acquisition ( winning new customers ) to Customers retention ( keeping customers for life )
Customer There is only one boss. The customer! He can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else. ------------- Sam Walton, founder of Wal-Mart Our greatest asset is customer! Treat each customer as if they are only one! --------- LAURICE LEITAO Customer is king Know your customer……to capture & retain them! If, we don’t take of our customers someone else will!
Phases & Determents of CRM ACQUIRE ENHANCE RETAIN TRUST VALUE
Hospitality opts for CRM :-
Education sector opts for CRM o Student Relationship Management (SRM)
Telecom sector opts for CRM Customer service is Key to sales and loyalty Customer service become the differentiator
Banking sector opts for CRM
Retail sector opts for CRM Retail sector is Indian’s largest industry; this sector is valued at $200 billion account for over 10% of the country’s GDP and around 8% of the country’s employment. Modern retail has entered India as seen in sprawling shopping centers. According to Pareto’s principle 80% of sales from 20% of the customers. But this would happen if the retailer has the 20% as its most profitable customer and not just normal customer.
The following are the some of the examples where retail malls are following Pantaloon touch with its loyal customers through mailers, SMS, telephone informing them about their developments and promotions. Shoppers stop known as the ‘first citizen card’ where customer can enjoy reward points for every purchase.
CONCLUSION
Crm bhaskar

More Related Content

Crm bhaskar

  • 1. CUSTOMER RELATIONSHIP MANAGEMENT Presented by-: Bhaskar Pratap Singh
  • 2. INTRODUCTION CUSTOMER RELATIONSHIP MANAGEMENT CRM is a powerful functional area of Marketing Management. It is therefore desirable that one should have a relook at the concept of marketing in some of its evolutionary phases with the change in focus from products to relationships during the past 50years. Marketing and the Marketing communication mix are changing. New opportunities new threats, new tools and innovations are emerging. The worlds more than 650crore consumers and probably 50crore industrial buyers are becoming increasingly accessible. Marketing has moved from – Customers acquisition ( winning new customers ) to Customers retention ( keeping customers for life )
  • 3. Customer There is only one boss. The customer! He can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else. ------------- Sam Walton, founder of Wal-Mart Our greatest asset is customer! Treat each customer as if they are only one! --------- LAURICE LEITAO Customer is king Know your customer……to capture & retain them! If, we don’t take of our customers someone else will!
  • 4. Phases & Determents of CRM ACQUIRE ENHANCE RETAIN TRUST VALUE
  • 6. Education sector opts for CRM o Student Relationship Management (SRM)
  • 7. Telecom sector opts for CRM Customer service is Key to sales and loyalty Customer service become the differentiator
  • 9. Retail sector opts for CRM Retail sector is Indian’s largest industry; this sector is valued at $200 billion account for over 10% of the country’s GDP and around 8% of the country’s employment. Modern retail has entered India as seen in sprawling shopping centers. According to Pareto’s principle 80% of sales from 20% of the customers. But this would happen if the retailer has the 20% as its most profitable customer and not just normal customer.
  • 10. The following are the some of the examples where retail malls are following Pantaloon touch with its loyal customers through mailers, SMS, telephone informing them about their developments and promotions. Shoppers stop known as the ‘first citizen card’ where customer can enjoy reward points for every purchase.