K. P. B.

Hinduja College of
Commerce

Self Financing Section

Second Year Banking & Insurance

S.Y.B.B.I.
CRM
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Subject:

Customer Relationship Management

Submitted To:

Prof.

Submitted To:

prnv007
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Topic of Presentation

An Overveiw of Customer
Relationships Management

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 Customer Relationship Management

 Definition.

Why CRM?

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 Customer Relationship Management

 Types of CRM solution

 Outsourced solutions

 Off-the-shelf solutions

 Bespoke software

 Managed solutions YOUR LOGO

 Customer Relationship Management

How to implement a CRM solution?

 Stage 1 - Collecting information

 Stage 2 - Storing information

 Stage 3 - Accessing information

 Stage 4 - Analysing customer behaviour

 Stage 5 - Marketing more effectively

 Stage 6 - Enhancing the customer experience YOUR LOGO

 Customer Relationship Management

Benefits of Implementing a CRM Solution

 Systemization

 Information Share

 Planning

 Project Sponsor

 Project Manager

 Top Seller YOUR LOGO

 Customer Relationship Management

Potential drawbacks of CRM

 Poor communication

 Weak leadership

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 Customer Relationship Management

Goals of CRM
 retain
 acquire
  Get other
  Re-price or reconfigure

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 Customer Relationship Management

How to Measure CRM Success

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 Customer Relationship Management

Impact of CRM in India

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The Success Mantra For Effective Customer Relationships
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Management
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 A Customer
wants to be taken
Seriously

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 Hope
your relations with
your Customer
Relations
Improve

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