Swami Vivekananda Institute of

Modern Science
Paper name Customer Relationship management
Papercode BBA 403
Department BBA
Semester 4th Sem
Roll no. 26405021087
Reg no. 212642005010061
Topic:
CPM is an element
of strategic CRM Presented by
SanjayKumar Giri
 Add Company Name

What is
strategic CRM?
Strategic CRM is a type of CRM in which the
business puts the customers first. It collects,
segregates, and applies information about
customers and market trends to come up with
better value proposition for the customer. The
business considers the customers' voice
important for its survival.
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What is definition of
customer portfolio?
Customer portfolio management (CPM) aims to
optimize business performance – whether that
means sales revenues, customer profitability, or
something else – across the entire customer
base. CPM practices in the business-to-business
context are very different from those in the
business-to-consumer context.
Why is portfolio management so
important to CRM?
By segmenting customers into portfolios, an
organization can better understand the relative
importance of each customer to the company's
total profit. Such an understanding will help
companies retain valuable customers create
additional value with these customers through
relationship development.
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 The details associated
with customer portfolio
may include
Company's name.
Point of contacts and associates.
Industry and domain.
Products or services being used.
Ticket size, average revenue and billing
“Creating the right mix of investments for
information.
effective use of limited resources while Type of relationship.
providing the maximum business benefit is
Potential upsells or cross-sells
the ultimate challenge for business
organizations” (Gabas-Varini, 2003). opportunities.
Any other detail.
Thank you for
listening