CUSTOMER

RELATIONSHIP
MANAGEMENT
By:
Miguel Ragos
Lari Jean Pascua
Dayna Ochea
What is CRM or Customer Relationship
Management?

CUSTOMER RELATIONSHIP MANAGEMENT

IS A COMBINATION OF POLICIES AND PROCESSES.

PROVIDED AND IMPLEMENTED BY AN ORGANIZATION TO
UNIFY ITS CUSTOMER INTERACTIONS AND PROVIDE A
MEANS TO TRACK CUSTOMER INFORMATION. IT INVOLVES
THE USE OF TECHNOLOGY IN ATTRACTING NEW AND
PROFITABLE CUSTOMERS, WHILE FORMING A TIGHTER
BONDS WITH EXISTING ONES.
 4 ASPECTS OF CRM

 FRONT OFFICE OPERATION.

- direct interaction with customers.
e.g. Face to Face meeting, Phone calls,
e-mail, online service and etc.
 BACK OFFICE OPERATION

- operations that ultimately affect the

activities of the front office.
e.g. Billing, Maintenance,
Planning,Marketing, Advertising, Finance,
Manufacturing, etc.
 BUSINESS REALATIONSHIP.
- Interaction with other companies and
partners, such as suppliers/vendors and retail
outlets/distributers, industry networks
(lobbying group, trade associations.
-This external networks supports front
and back office activities.
 ANALYSIS.
- Key CRM data can be analysed in order to plan
target-marking campaigns, conceive business strategies,
and judge the success of CRM activities. (e.g. Market
share,number and types of customers, revenue,
profitability.)
 “DICK LEE”
CRM Leader of High
yield methods

“CRM adds value to customers

in ways that add value back to the
company.”
TYPES/VARIATIONS OF CRM

CUSTOMER
SERVICE

CAMPAIGN
MANAGEMENT
SALES FORCE
AUTOMATION
(SFA)
 OPERATION CRM

 Operation CRM provides support to “front

office” business process.(e.g. to sales,
marketing and service staff. Interactions
with customers are generallystored in
customers contact histories, and staff xcan
retrieve customers iformation as necessary.
 4 OPERATIONAL CRM PROCESSES
CUSTOMERS DATA FOR A VARIETY OF
PURPOSE.

Sales Management
System
Sales Force
Automation
Enterprise Marketing
Automation

Managing Campaigns
 ANALYTICAL CRM
Analytical CRM analyses customers
data for a variety of purpose:
 Designing and Executing targeted
marketing
campaigns.
 Designing and executing campaigns. E.g.
Customers acquisition, cross-selling.
 Analysing customers behaviour in order to
make decision relating to products and
service. (e.g. pricing, product development.)
 Management Information System. (e.g.
financial forecasting and customer profitability analysis.)
SALES INTELLIGENCE CRM
-is similar to analytical CRM, but is intended as more
direct sales tool.
 Features include alerts sent to sales staff regarding:

Cross-selling/Up-selling/ Customers Trends

Switch-selling
opportunities
Sales
Customers Drift Intelligence Customers Margins

CRM

Sales Performace Customers Alignment

CAMPAIGN MANAGEMENT
- combine elements of Operation and
Analytical CRM.

Target group formed from the client

base according to selected criteria.

Campaign
Sending campaign-related material.
Management (e.g. on special offers) to selected
Functions recipientss using various channels.
(e.g. e-mail, telephone, SMS, post)

Tracking storing, and analysing

campaign, statistics including tracking
responses and analysing trends.
 COLLABORATIVE CRM

Collaborative CRM covers aspects of the

company's dealing with customers that are handled by
various department within a company, such as sales,
technical support and marketing. Staff members from
different departments can share information collected
when interacting with customer.

COLLABORATIVE CRM's ultimate goal is to

use informationcollected by all dapartment to improve
the quality of service provided by the company.
Thank you!
PRESENTATION

BY: MICHELLE G. DELMONTE

RECORD MANAGEMENT
IF A PERSON'S NAME IS PART OF A TITLE,
USE THE FIRST LETTER OF THE FIRST
NAME

• Ex. Bob Anders Corporation would be filed und

A. Its part of the title.When someone refers to t
company they”ll say “ Bob Andes Corporation”
maybe “ Bob Anders”
 f you're filing by the actual persons name instead of a
company, most system will do it by the last name. So the
header look like this. Anders, Bob. Then he would go under
A.
 IGNORE THE ARTICLE “THE”

• Most system ignore “The” because its so common.

Pretend it isn't there, and file them under C for Candenton
SO HOW SHOULD THE COMPLETED FILE BATCH
APPEAR?
Like this:

 88 Company LLC
 Bob Anders Corporation
 The Camdenton Association
 Planters Welding
 Plant Management Co.
 W.L Logistics
 W.W Lampe
 These are very simplified rules, and no doubt your
company will have its own quirks.But the basics
will usually apply, wether you're using paper files
or electronic ones.

When setting up a filing system, remember that

everyone who needs to access it should no how to
find whatever they need. So keep it simple,
intuitive and smart.
 RECORDS TECHNOLOGY

• On line coursework for record technicians, also called

information technicians are commonly available. These
programs instruct students in how to create and maintain
electronic records that hold imformation.
THANK YOU
AND
GOD BLESS