CUSTOMER RELATIONSHIP

MANAGEMENT (CRM)

BY
NAZISH KHALID

AGENDA

What is CRM?
Workflow of CRM
Views of CRM
Activities involved
Why organizations need CRM?
Benefits of CRM
Impacts of CRM
CRM in Pakistan
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WHAT IS CRM?
Process of creating and maintaining
relationship with business
customers and managing each
customers information.

WORKFLOW OF CRM

Collecting customer data and information

Analyzing data to predict customer
behavior
Applying the results of analysis
Measuring results
Repeating the process

5 views of Crm
Marketing
automation

Sales
automation

E-commerce

Customer
self-service

Service and
service
fulfillment

Marketing Automation

Sales Automation

designed to get the right mix of the companys

products and services in front of each customer at
the right time.
Collaborative tools that enable all parties to the
transaction to interact with one another

Service and Service Fulfillment

Involves the customer retention and maintaining

the needs of the customer you already have.

Customer Self-Service

e-CRM. Capabilities that can be directly invoked

by the customer on the internet via PC and
wireless devices.

E-Commerce

capabilities such as shopping, marketplace,

transaction and payment processing, and ecommerce security

ACTIVITIES INVOLVED
Web, Email, Wireless
24x7
Visual

Call Centre
Convenient
Immediate

Field Sales

Customers

Hands-on

Resellers
Local
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WHY ORGANIZATIONS NEED CRM?

To increase profit
To improve customer services
To increases customer satisfaction
To reduce cost
To reduce staff stress
Enables instant market research

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To grow your business

Growth in no of customers
Long term profitability &
sustainability

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BENEFITS OF CRM
Reduced
expenses
Increased
market
share

Effective
sales

Increase
sales
revenue

CRM
Making
New
customer

Improved
services

Increase in
profit
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CRM IMPACTs On organization

Shifts the focus from product to

customer
Streamlines the offer to what the
customer requires, not what the
organization can make
Competition for effective CRM
process is created

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Establishes and maintains

customer rapport
Produces positive feelings in the
organization and the customers

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Crm in Pakistan

Govt. agencies
political parties
Banking sector
Soneri bank
Cellular networks
Ufone

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Telecommunication networks
PTCL
Service providers
McDonalds

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SUMMARY

Meaning of customer relationship

management
How CRM operates
Different views of CRM
Activities undertaken by companies
to generate CRM

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Advantages and benefits of CRM

Effects of CRM on an organizations
activities
CRM operations in Pakistan

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