Isas -

Project

NIIT O.P. ROAD

Management way:
1) Definition
2) Types of Customers
3) Trigger Points
4) Know Thyself
5) Trust Building Factors
6) Styles of Communication
7) Self Management
8) Social Awareness
9) Creating Service Oriented Culture
 Consumer Relationship Management is the way
in which we give the service to the customer that
makes him more attached with the Company and
feels proud to be associated with the team so that
he may tell others to become our customers.
These bondage can be known as Customer
Relationship Management.
 CUSTOMERS

INTERNAL EXTERNAL

FAMILY MEMBERS END USER OF OUR

STAFF / PEERS PRODUCT
DEALERS
RETAILERS OWN COMPETITORS
 ARE WE CREATING AN EMOTIONAL
VALUE ?

EMOTIONAL VALUE IS THE EXPERIENCE THAT

AN INTERNAL CUSTOMER GET, WHEN HE / SHE
INTERACTS WITH HIS / HER COLLEAGUES / PEERS

WE NEED TO CREATE A WORK ENVIRONMENT IN

OUR ORGANISATION, SO THAT THE STAFF FEELS
HAPPY TO WORK & THEY FEEL A SENSE OF PRIDE
- THEY LOVE TO COME THE OFFICE.
 THE STARTING POINT
(A) (B) (C)
EMOTIONAL ACCURATE SELF SELF
AWARNESS ASSESSMENT CONFIDENCE

SELF - AWARNESS

A) RECOGNISING ONE’S EMOTIONS & EFFECT

B) KNOWING ONE’S STRENGTH
C) A STRONG SENSE OF ONE’S SELF - WORTH
 “KNOW THYSELF”
NAME :

ORGANISATION :

JOB TITLE :

MAJOR RESPONSIBILITIES :

POSITIVE ASPECT OF JOB :

NEGATIVE ASPECT OF JOB :

PERSONAL STRENGTH AS A COMMUNICATOR :

AREAS TO IMPROVE AS COMMUNICATOR :

 TRUST BUILDING FACTORS
1) RELIABILITY : WHAT I SAY I’II DO & WHAT I DO
ARE THE SAME.

2) CANDOR : WHAT I SAY & WHAT I MEAN ARE

THE SAME.

3) OPENNESS : I’II TELL YOU WHO I AM & WHAT

I’M ABOUT - SHARE FEELINGS &
IDEAS.

4) ACCEPTANCE: WHO YOU ARE IS OK WITH ME. I

DON’T WISH TO CHANGE YOU.
NON - JUDGEMENTAL OF OTHERS.
 STYLES OF COMMUNICATION

1) ASSERTIVE : ?

2) RESOPONSIVE : ?

3) FACILITATING : ?

4) CONTROLLING : ?

5) ADVOCATING : ?

6) ANALYZING : ?
SELF-CONTROL TRUSTWORTHINESS

SELF - MANAGEMENT

INTEGRITY ADAPTABLITY

INNOVATION
 COMMUNICATION
INFLUENCE LEADERSHIP

CONFLICT SOCIAL
MANAGEMENT CO-OPERATION
AWARNESS

CHANGE TEAM
CATALYST CAPABILITIES
BUILDING
BONDS
HOLISTIC - VIEW “ALL”

INTER DEPENDANCE LEVEL “WE”

INDEPENDANT LEVEL “1”

DEPENDANT LEVEL “YOU”

 CREATING A SERVICE ORIENTED CULTURE
• GIVE BEST SERVICES TO YOUR CUSTOMER
• SERVICE MUST BE FROM THE BOTTOM OF THE HEART.
• STOP BLAMING EACH OTHER
• SHOW RESPECT & CONCERN FOR PEOPLE
• SHARE KNOWLEDGE
• SHARE IDEAS
• LISTEN WITH EMPATHY
• ACCEPT PEOPLE AS THEY ARE
• DO NOT TRY TO CHANGE ANYBODY. ADJUST WITH
EVERY ONE.
• HAVE CARE - CONCERN - COMMITMENT & CO-
OPERATION WITH PEOPLE
“Before Buying a product
the customer, first buys
YOU”

-JOE GIRRARD
(World’s Best
Sales-man)
Software way:
1. What exactly is CRM ?
2. Overview
3. History of CRM
4. Advantages
5. Universal Applications
6. Types of CRM
7. How to choose the best ?
8. Solving Business Needs
9. Mutual Relationship between CRM & ERP
 C.R.M. consist of the processes a
company uses to track and organize
its contacts with its current and
prospective customer.
 C.R.M. is the business strategy that aims
to understand, anticipate, manage and
personalize the needs of an
organization’s current and potential
customers.
 C.R.M. is all about strategies to create a
customer centric philosophy to focus on
customer and to track their information
through customer interaction.
 C.R.M. is used in mid 90’s which was
referred as a software for managing
business related to customer relationship
and management solutions.
 Provide better customer service.
 Increase customer revenues.
 Discover new customers .
 “Cross sell” and “Up sell” products
more effectively.
 CRM can be implemented having even
one customer
 constitute an organization having around
10 employees.
 Medium enterprises are enterprises
having 11-100 employees.
 CRM helps large corporate in increasing
their up selling and cross selling
opportunities and enables a company to
do it more effectively and efficiently.
 . It helps employees make the right
decisions whenever required.
 Helps sales staff close deals faster.
 Make call centers more efficient.
 Simplify marketing and sales processes.
 CRM application tends more to profit
small industries than large ones.
 It has become a strategy that works
towards increasing the relationship that
the customer has with the organization
 CRM works for a small entrepreneur, a
100 employee firm and a million dollar
corporation as well.
 Fundamentally its application
transcends to almost all industries.
o Operational CRM – It provides support to “front
office ” business process eg – sales, marketing
and service staff.

o Sales force automation – It refers to automating

all the business task related to sales application .
o eCRM or web based CRM – With the trend of
upcoming internet there is foundation of ECRM
today.
Levels of eCRM –
1. Foundational services

2. Customer centered service

3. Value added service .

o It should be customer oriented .
o It should be able to learn the customer
preferences and accordingly retain customer .
o It is important to choose CRM that assist sales
function most .
o CRM software must have an FAQ system
o CRM software should be in ones own language to
make usage easier
Business Needs How CRM Solves them
1 . Looking for phone  CRM software collects
numbers, names and all the contact
addresses…. information in individual
records in one central
location.
 With CRM system you
2 . Too much of paper
work .. can attach all your
internal letters &
documents and scan it
directly to the client
record.
3 . Poor communication -
4. To know where everyone is
today , tomorrow and next
week ?
5. Too many database ..
 It captures all communications
from a client whether it be a
phone call, email , fax, sms text
or documents is paramount for
effective customer service.
 Through CRM a centralised
diary system is kept so that
everyone knows where everyone
is at any time .so organization
can directly generate the
timesheet .
The CRM System has the
capability of updating all of your
systems just by keying in to one
centralised database.
o For example:
For many companies this is their present
situation: Imagine a system in place where the
lines of communication and information requests
are somewhat scrambled.
 Suppose following issues faced …
 Customer calls, old system doesn't get
recorded into the account , so don't know past
order
 Customer Service does not have marketing
information
 Management does not have real time
performance information
o Everyone is connected into one system
o People have the information they need to do
their jobs
o Data duplication is eliminated
o Data security is strongly enhanced
o Retaining existing customers and
discovering new ones
o Offering better customer service ‘

o Building a relationship with your customer

o Thus, business can increase their revenues

easily….
o These two technologies are very different in
focus but they have mutual relationship .
o CRM faces outwards to the customer base.
Where it deals with external environment
and predict the sales .
o And it coordinates the information within the
departments of organization.
o So here ERP (enterprise resource planning) comes..
o ERP is an internal system that coordinates
information between various departments,
So it has control over the management.
Created By

Amishi Gaur