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    Customer Relationship Management (1)

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    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
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    10 views19 pages

    Customer Relationship Management

    Uploaded by

    suskr

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 19

    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:

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    Submitted By: 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


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    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

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    Customer Relationship Management


    Benefits of Implementing a CRM Solution

    Systemization

    Information Share
    Planning

    Project Sponsor
    Project Manager

    Top Seller
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    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 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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