Customer relation management is the strategy used by the

companies to manage their relationship with customers. It

uses data analysis about customer’s history with a company
to improve business relationships with customers focusing
on their retention and sales growth.
 TO ATTRACT NEW CUSTOMERS

 TO INCREASE PROFITABILITY

 TO PROVIDE BETTER SERVICES

 HELPFUL FOR THE STAFF

 COMPETITIVE ADVANTAGE

 BRINGS LOYALITY
 SALESFORCE AUTOMATION

 MARKETING

 HUMAN RESOURCE
MANAGEMENT

 LEAD MANAGEMENT

 CUSTOMER SERVICE

 BUSINESS REPORTING
 Technology plays a very important role in CRM.
 Technology can be used to keep the records of customers regarding their names
, their preferences and their buying profiles.
 This information can be used to target customers in a personalized way and
provide them better services.
 This personalized communication increases customers loyalty to the provider.

EXAMPLE : When tickets are purchased online then they access the complete
information regarding customers. Then website then regularly informs customers
regarding similar events or etc.
 CRM can also be done face to face without the use of technology.
 Mainly the business or organization remember the name of the customer and use that
information further for their use.
 However it is very difficult when there are large number of customers because it will be very
difficult to remember the information of each and every customer.

FOR EXAMPLE: Shopkeepers generally remember the information of their customers

without even using any kind of technology.
 OPERATIONAL CRM
 ANALYTICAL CRM
 COLLABORATIVE CRM
It refers to services that allow an organization to take care of the customers.
It basically includes making contact with customers by collecting all the
required details of the customers.
FOR EXAMPLE: Contact/Call Centre's/Website
Operational CRM further includes:
 SALES AUTOMATION: The main purpose behind this is to increase the
sales of the product. The various standards are being set and in order to
achieve that standards•
 MARKETING AUTOMATION: Marketing automation is a software that
allows companies to target customers with messages. The main reason
behind this is to increase the sales.
FOR EXAMPLE: Through Emails, Websites, and Social Media
 SERVICE AUTOMATION: Service automation is the delivery of a
service .It means that we as a user can decide when to take advantage of
the specific service. It means that we don’t need to depend on anyone for
the service.
FOR EXAMPLE: UBER and Netflix
It helps top management ,marketing, sales and support personnel to
determine the better way to serve customers .It helps top
management to take better decisions about customers.

FOR EXAMPLE: Purchase and return history ,brand preferences

etc. more information regarding customers is being collected
It is also known as strategic CRM because it enables
organization to share customers information among various
business units like sales team ,marketing etc.

FOR EXAMPLE: Feedback from support team could be

useful for marketing team
 Customer Buying Profile

 Customer Buying
Preferences

 Customer Profile
Information
 Best information about
customers
 Increase in sales
 Ensures customer satisfaction
 Good hold on customers
 Confusing procedure
 Overflow of information
 Crm costs
 Poor communication
 Increase in sales and revenue

 Better relationship with customers

 Better knowledge about customers

 Loss of personal information

 Less understanding

 Time consuming task

 Single view of customer data

 SOCIAL MEDIA

 EMAIL MARKETING

 CUSTOMER
COMMUNITIES

 MOBILE CRM
Cloud computing is a new IT model where both the hardware and software
services are provided to the customers on demand through the network. It is a
model in which the CRM software, tools and organizations customers’ data is
stored in the cloud and is delivered further via the use of internet.
EXAMPLE OF CLOUD COMPUTING: GOOGLE,
YAHOO, PICASSA, FACEBOOK ETC.
 Earlier the physical presence in the organization was very
necessary but now the recent development in CRM
systems has been the move to CLOUD COMPUTING.
Earlier the software was installed on thousands of
computers or mobiles but now the benefits of moving data
can be easily taken.
 WORK FROM ANYWHERE
 REDUCE COSTS
 AUTOMATIC SOFTWARE UPDATES
 FASTER COLLABORATION
 FASTER DEVELOPMENT.
 REAL GROWTH
 LESS SUPERVISION
 POOR OBJECTIVES

 POOR CRM STRATEGY

 TAKING IT AS A SOFTWARE ONLY

 LESS USER INVOLVEMENT

 USERS DON’T TRUST DATA IN

CRM
 PROVIDE CRM TRAINING
TO EMPLOYEES

 TRACK CUSTOMER
BEHAVIOR

 KEEP DATA UP TO DATE

 QUICK RESPONSE TO
CUSTOMER COMPLAINT

 MAKE THE SOFTWARE

EASTY TO USE FOR
CUSTOMERS
 Role of customer relationship management in the company is
satisfactory. Nowadays CRM is being used in almost all kinds of
organizations. It helped in improving the relationships of the customers
with the organization .It enables the organization to know more about
their customers. Moreover with help of crm we can verify the loyalty of
the customers. Customer Relationship management brings together
various departments like sales, marketing etc. which help in improving
their relationships also.