Customer Relationship Management

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Present by1 :-

Contents
Introduction Why need CRM Goals of CRM Types of CRM Implementation Type of CRM Web Based CRM Benefits of CRM Cost Calculations Q&A Thank you !!! Appendix A - Market Capitalization Appendix B CRM Definition
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Introduction
Customer Relationship Management (CRM) is the term given to the concepts that a company employs to manage its relationship with their customer.

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Why Need CRM

Every company do CRM one way or other. Few Facts : why need CRM
Not a single point of contact Communication Gap Getting a new customer cost 5 times then retaining existing customer 1% increase in sale with existing customer will boost profit by 17% while 3% in other case

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Goals of CRM
The idea behind CRM to gain insight into the behavior of customers and the values of those customers. If it works as hoped then business can :Provide better customer services Make call center more efficient Cross sell product more effectively Helps sales staff close deals faster Simplify marketing & sales process Discover new customers Increase customer revenue
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Types of CRM
Operational CRM which provides support to front office, business processes including sales, marketing and service. Operational CRM processes customer data for a variety of purposes: Managing campaigns Enterprise Marketing Automation Sales Force Automation Sales Management System Analytical CRM which analyses the customer data for various purposes such as design and execution of targeted marketing campaigns to optimize marketing effectiveness, design and execution of specific customer campaign, analysis of customer behavior to aid product and service decision making, management decision, prediction of probability of customer defection.

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Types of CRM
Consumer Relationship CRM covers aspects of a company's dealing with customers handled by the Consumer Affairs and Customer Relations contact centers within a company. Representatives handle in-bound contact from anonymous consumers and customers. Sales Intelligence CRM is similar to Analytical CRM, but is intended as a more direct sales tool. Features include alerts sent to sales staff regarding: Cross-selling/Up-selling/Switch-selling opportunities Customer Drift Sales performance Customer trends Customer margins Customer alignment

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Types of CRM
Collaborative CRM covers aspects of a company's dealings with customers that are handled by various departments within a company, such as sales, technical support and marketing. Collaborative CRM's ultimate goal is to use information collected by all departments to improve the quality of services provided by the company. Campaign Management combines elements of Operational and Analytical CRM. Campaign management functions include: Target groups formed from the client base according to selected criteria Sending campaign-related material (e.g. on special offers) to selected recipients using various channels (e.g. e-mail, telephone, SMS, post) Tracking, storing, and analyzing campaign statistics, including tracking responses and analyzing trends
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Implementation type of CRM

Two Category to implement CRM : REMOTELY HOSTED :Smooth running Free upgrade Secure Application Continuous Support

LOCALLY HOSTED :Complete Control Customize in our own way

Possible misuse of data

Technical Support Security concerns Problematic upgrade

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Web Based CRM

Web based CRM are different from traditional CRM in look and feel. Benefits : Low implementation Cost Rapid Development Accessibility Instant Information Sharing Light Weight Features : Power Dialing Voice Messaging Fax / email Customization

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Benefits of CRM
Vision Growth improved Improve customer Sales & satisfaction Service By knowing what customer demands Single Point communication With Customer Profit

Expand the market & attract new partners Develop additional streams of revenue

Increate the number of opportunity

Long term profitability

Customize Knowledge Email base Marketing Reporting

Sustainable Income

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Cost Calculations
CRM Cost Includes :Hardware Cost Software Cost Professional Services Approx Cost :- 0.5 M $ or 2.5 Cr Rs

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Q&A

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Thank you !!

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Appendix A Market Capitalization

Vendor Oracle SAP Salesforce Amdocs Microsoft Others.. % Share 16.3% 25.3% 8.3% 5.2% 4.1% 40.6%

*Data as per year 2006-07

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Appendix B CRM Definition

CRM is an IT-enabled business strategy, the outcomes of which optimize profitability, revenue and customer satisfaction by organizing around customer segments, fostering customersatisfying behaviors and implementing customer-centric processes. - Gartner Group CRM is a business strategy to select and manage customers to optimize long term value CRMGuru.Com "CRM is an enterprise wide mindset, mantra and set of business processes and policies that are designed to acquire, retain and service customers. - Scott Fletcher, VP, i2.

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