 A person or organization

that buys goods or

services from a store or
business.

Tagabili/ Mamimili
The way in which
two or more
concepts, objects, or
people are
connected.
Or the state of being
connected.
Relasyon
The process of
dealing with and
controlling
things or people .

Pamamahala
It is a business strategy directed to
understand, participate and respond
to the needs of an enterprise’s
current and potential customers in
order to grow the relationship
value.
Analytical CRM is design to analyze
deeply the customer’s information data
and unwrap or disclose the essential
convention and intension of behavior of
customers on which capitalization can be
than by the organization.
Collaborative CRM
deals with
synchronization and
integration of
customer interaction
and channels of
communications like
phone, email, fax.
Web etc.
 Operational CRM is
mainly focused on
automation,
improvement and
enhancement of
business processes
which are based on
customer-facing or
customer
supporting.
 Operational CRM is
mainly focused on
automation,
improvement and
enhancement of
business processes
which are based on
customer-facing or
customer
supporting.
 The purpose of CRM is on creating
value for the customer and the company
over the longer term.
 When the customer values value the
customer service that they receive
suppliers, they are less likely to look to
alternative suppliers for their needs.
 CRM enables organization to gain
“competitive advantage” over
competitors that supply similar
products or services.
SOCIAL MEDIA
Business use social
media to create a two
way conversation
with customers.
E-MAIL MARKETING

Creating an effective and e-

mail marketing program
further enhances the
customer relationship by
providing personalized and
individualized
communication between the
retailer and the consumer.
 CUSTOMER
COMMUNITIES

Online customer forums

or communities assist
retailers in monitoring
consumer attitudes,
beliefs and preferences.
Retailers may discover
new product ideas in
these communities or
enlist feedback from
community participants.
Mobile CRM

Retailers are now

tapping into the
mobile technology
market. By using
strategies unique to
mobile devices.
The priority should be to capture the
information you need to identify your
customers and categorize their behavior.
Those businesses with a website and online
customer service have an advantage as
customers can enter and maintain their own
details when they buy.
The most effective way to store
and manage your customer
information is in a relational
database - a centralized customer
database that will allow you to run
all your systems from the same
source, ensuring that everyone
uses up-to-date information.
With information collected and
stored centrally, the next stage is
to make this information available
to staff in the most useful format.
Using data mining tools in
spreadsheet programs, which analyze
data to identify patterns or
relationships, you can begin to profile
customers and develop sales
strategies.
Many businesses find that a small
percentage of their customers generate a
high percentage of their profits. Using
CRM to gain a better understanding of
your customers' needs, desires and self-
perception, you can reward and target your
most valuable customers.
 Just as a small group of customers are
the most profitable, a small number of
complaining customers often take up a
disproportionate amount of staff time. If
their problems can be identified and
resolved quickly, your staff will have
more time for other customers.