Customer Relationship Management

Customer Relationship
Management
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Agenda
 What is Customer Relationship Management?

 Benefits of CRM
 Main components of CRM
 CRM process
 What does Customer Relationship Managers do?
 Examples of CRM
What is Customer Relationship
Management?
What is Customer Relationship Management?
Customer relationship management (CRM) is a collection

of approaches, methodologies, and technologies used by
businesses to manage and analyze customer interactions
and data over the course of their relationship. The goal is
to improve customer service relationships, increase sales,
and encourage client retention.
Benefits of CRM
Benefits of CRM
 Better knowledge of customers

 Better segmentation
 Better customer retention
 Better anticipation of needs
 Better and speedier communication
Main components CRM
Main components CRM
People Management:
• Putting the appropriate people in the right place at the
right time.
• A successful people strategy is implemented first, followed
by a workforce analysis.
• The skills and development of the workforce are examined
as part of the workforce analysis.
Main components CRM
Lead Management
• Keeping track of sales leads and their distribution.
• Benefits are reaped by sales, call centers and marketing industries
• Market campaigns, customized forms, mailing lists, and other
activities are all part of lead management.
• Study of purchase patterns, patterns of the customers
Main components CRM
Sales force automation

• The most critical component of CRM is sales force automation (SFA).
• The software system includes forecasting, tracking potential customers,
interacting with customers, and processing sales.
• Perform correct management, activity management, document
management, order management, sales analysis and product
configuration.
Main components CRM
Customer Service
• Focuses on comparing customer data and gaining
knowledge about their buying habits.
• CRM also makes this data available to any department that
requires it.
• As a result, sales, marketing, and personnel departments
can improve their consumer understanding.
Main components CRM
Marketing
• It refers to the various promotional actions that go into
promoting a product.
• It could be directed towards the whole public or a specific
demographic.
• CRM aids in the improvement of marketing effectiveness by
analyzing possible targeted clients.
Main components CRM
Work flow automation

• The work flow process primarily entails the simplification of
processes, which ultimately aids in cost reduction.
• Workflow automation saves time and energy by eliminating the
need for several individuals to perform the same task again and
over.
• Also reduces paper work
Main components CRM
Business Reporting
• To determine the company's specific condition at any
given time.
• Business reporting provides the benefit of rapid access to
information at any given time.
• It also ensures the accuracy of data. This CRM feature aids
in the exporting of reports to various platforms and the
comparison of past data.
Main components CRM
Analytics
• The information obtained from the data is utilized to study
market trends.
• Historical and current data aid in producing charts and
diagrams, allowing for more comprehensive trend
analysis.
• To forecast company situations at any given time.
CRM Process
CRM Process
Identifying Target Market and
Value proposition
Defining Overall Strategy
Deciding on Customer
Handling
Selection of a Software for

Performance Management
Re-engage Customers
What does Customer Relationship
Managers do?
What does Customer Relationship Managers do?
 Maintaining lucrative connections with key customers is essential.
 Oversee the consumer relations handled by your team.
 Quickly and effectively resolve consumer problems.
 To enhance sales, keep customers informed about new products.
 Understanding and meeting the demands of key customers.
 To plan strategically, meet with the organization's managers.
 Know who your competitors are and adjust your approach accordingly.
Examples of CRM
1. Apple’s CRM growth strategy

2. Amazon’s CRM growth strategy
Summary

Customer Relationship Management

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Customer Relationship

 What is Customer Relationship Management?

Customer relationship management (CRM) is a collection

 Better knowledge of customers

Sales force automation

Work flow automation

Defining Overall Strategy

Selection of a Software for

1. Apple’s CRM growth strategy

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