CUSTOMER RELATIONSHIP

MANAGEMENT
EVERY GREAT BUSINESS STARTS WITH A
GREAT RELATIONSHIP.
EVERY GREAT RELATIONSHIP STARTS
WITH A CUSTOMER.

What is CRM?
Customer relationship management is a strategy

used to learn more about customer needs and

behaviors in order to develop stronger relationships
with them.
It involves using technology to organize, automate
and synchronize
Sales
Marketing
Customer service and
Technical support.

SOME CRM DEFINITIONS

A way to identify, acquire and retain customers, a

business greatest asset

-Siebel
A comprehensive business model for increasing
revenues and profits by focusing on customers
-Martin Walsh
A widely implemented model for managing a
companies interaction with customers, clients and
sales prospects
-Wikipedia

VALUE DISCIPLINE MODEL.

Operational Excellence
Customer Intimacy
Product Leadership

Companies that push the boundaries of one value

discipline while meeting industry standards in the

other two gain such a lead that competitors find it
hard to catch up.
Companies that pursue the same value discipline

have remarkable similarities, regardless of their

industry.

GOALS OF CRM

Increasing Efficiency
Lowering Operational Costs
Aiding The Marketing Department

Increase In Customer Service

Introducing Consistent, Replicable Channel

Processes And Procedures

Using Existing Relationship To Grow Revenue

COMPONENTS OF CRM
People Management
Lead Management
Sales Force Automation
Customer Service

Marketing
Workflow Automation
Business Reporting
Analytics

FUNCTIONS OF CRM
OPERATIONAL

MARKETING
AUTOMATION
SALES FORCE
AUTOMATION
CUSTOMER SERVICE
AND SERVICE
AUTOMATION

ANALYTICAL

DATA WAREHOUSE

DATA MINING