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  • Introduction To:: Relationship Management (RM) Workplace

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    manojbhatia1220
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    This document discusses relationship management in the workplace and factors that affect relationship building such as demographic, psychographic, socio-cultural, and political factors. It also discusses factors that affect relationship management in the workplace like communication skills, policies, work culture, HR practices, appraisal systems, and emotional intelligence. The document defines customer relationship management and describes its core features as helping identify best customers, forming individualized relationships to improve customer satisfaction, and providing customer information to employees. Examples of effective CRM implementations are also provided.

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    Relationship Management

    Original Title

    Relationship Management

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    This document discusses relationship management in the workplace and factors that affect relationship building such as demographic, psychographic, socio-cultural, and political factors. It also discusses factors that affect relationship management in the workplace like communication skills, policies, work culture, HR practices, appraisal systems, and emotional intelligence. The document defines customer relationship management and describes its core features as helping identify best customers, forming individualized relationships to improve customer satisfaction, and providing customer information to employees. Examples of effective CRM implementations are also provided.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    47 views9 pages

    Introduction To:: Relationship Management (RM) Workplace

    Uploaded by

    manojbhatia1220
    This document discusses relationship management in the workplace and factors that affect relationship building such as demographic, psychographic, socio-cultural, and political factors. It also discusses factors that affect relationship management in the workplace like communication skills, policies, work culture, HR practices, appraisal systems, and emotional intelligence. The document defines customer relationship management and describes its core features as helping identify best customers, forming individualized relationships to improve customer satisfaction, and providing customer information to employees. Examples of effective CRM implementations are also provided.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 9

    Introduction to:

    Relationship management (RM) Workplace

    Factors that affect Relation Building

    Demographic Psychographic

    Socio-Cultural factors
    Political factors

    Factors that affect RM at workplace


    Communication skills of Employees Policies Work culture HR practices Appraisal system EQ of Employees

    Types of RM at workplace

    Customer Relationship Management (CRM) Supplier Relationship Management (SRM)

    Employee Relationship Management (ERM)

    What is customer relationship management (CRM)?


    Customer Relationship Management (CRM) refers to the methodologies and tools that help businesses manage customer relationships in an organized way

    Customer Relationship Management

    Core Features of CRM

    Helps to identify and target their best customers leading to generation of quality sales leads

    Helps to form individualized relationships with customers (to improve customer satisfaction)

    Core Features of CRM (contd.)

    It provides employees with the information they need to know their customers Customer relationship management tools include software and browser-based applications that collect and organize information about customers Constant innovation is the key to effective CRM

    Examples of effective CRM

    Kotak Mahindra (Service Sector) Pantaloons (Retail Sector)

    Airlines (Aviation Industry)

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