u Customer Relationship Management

u Customer Relationship Management (CRM) is a strategy that focuses on building strong

relationships with customers and potential customers for creating and maintaining a loyal
customer base.

u CRM works across all departments to harmonize customer-centric thinking.

u It reduces costs, increases efficiency and improves customer satisfaction.

u CRM Objectives

To simplify marketing and sales process -

With innovative Lead management portal, you can ensure that the right lead is distributed to the
right sales person at the right time.. With the integrated customer service module, even your customer
support people now become qualified lead generators with up-selling and cross-selling opportunities.

Increasing sales effectiveness-

Make your sales teams more effective by automating tedious repetitive tasks. Leads get entered into
the system only once.. With CRM, your sales people can automate a big chunk of their daily tasks such
as sending out e-mails, generating reports, organizing leads and so on.

With CRM's Mobile access, your sales people have instant access to customer information when
they need it, without being tethered to a computer. The Lead portal can route leads to the best-suited
sales person, increasing your chances of closing the deal

Access to customer information-

With CRM, all of your customer information is in one centralized location and is constantly updated
every time an activity happens with a prospect or customer. So now you have up to the minute tracking
of all your prospects and customers. With all your opportunities tracked down to the stage that it is in,
you can forecast your sales pipeline with a lot more accuracy.

Reduce Customer Support Time –

CRM enables your service agents to answer all customer inquiries quickly, accurately and consistently
by phone, e-mail, chat or in person. With FAQs and the knowledge base you can help your customers
help themselves. By offloading maximum customer interactions to these self-service channels, you can
significantly reduce your customer support costs.

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Product vs. Brand

Products exist to expand choice.

Brands exist to simplify choice.
A product occupies functional territory.
A brand occupies mental and emotional
territory.
A product is something made in a factory.
A brand is something that is bought by a
customer.

A product can easily be copied by a competitor.

A brand is unique.

A product can be quickly outdated.

A successful brand is timeless.

A product does something.

A brand stands for something in someone’s
mind, in addition to doing something.

A product is defined by it’s heaviest users.

A brand, by the attraction of what it stands
for, defines it’s users.

Products seek out their customers.

Brands are sought out by their customers.

No products unless people pay.

No brand unless people believe.

A brand exist to make the buying decision easier and more satisfying
for the customer.