Professional Documents
Culture Documents
Management
From:
Dr. Harjit Singh
1
About CRM
2
Why CRM?
It typically costs 5-10 times as much to acquire a
new customer as it does to retain an existing one.
“Some companies can boost profits by almost
100% by retaining just 5% more of their
customers.” Harvard Business Review (Reicheld & Sasser)
Most companies lose 50% of their customers in
5 years (Harvard University)
70% of repeat purchases are made out of
indifference to the seller, NOT loyalty….
3
Determinants of CRM
1. Trust and
2. Value it offers…
4
Determinants of CRM
In addition to trust and value, salespeople must:
5
CRM Objectives
6
CRM Benefits
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CRM Benefits Contd..
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Role of salespeople in relationship
building
In identifying potential customers and their needs;
By presenting true image of the company
By offering what customers need ; not what company wants to sell
By handling customers’ complaints
By informing company about customers’ new demands, liking etc
9
Types of CRM
2. Analytical CRM
3. Collaborative CRM….
4. http://www.tutorial-
reports.com/software/crm/operational.php
10
CRM Strategies
1. Customer Acquisition
2. Customer Retention
Retain and expand your business and relationships with your
customers through up-selling, cross-selling and servicing.
3. Customer Loyalty
Offer programs to ensure that your customers happily buy what you
offer only from you.
4. Customer Evangelism
Enable loyal customers to become a volunteer sales force.
5. Cost Reduction
Reduce costs related to marketing, sales, customer service and
support.
6. Improve Productivity
7. Enhance your e-business strategies…...
11
CRM Goals, Benefits and
Value
CRM Increases
Internal: Revenue, Margins, Profitability, Results, ROI,
ROA, Conversion Rates, Knowledge, Strategy, Efficiency,
Effectiveness, Creativity, Products, Innovation, Morale,
Customer Focus…
External: Customer Acquisition, Up-selling, Cross-selling,
Personalization, Interaction, Feedback, Service,
Satisfaction, Loyalty, Evangelism, Relationships, Value,
Understanding…
CRM Decreases
Internal: Costs, Time, Errors, Employee Defection,
Frustration, Fear, Uncertainty, Doubt…
External: Customer Issues, Complaints, Attrition,
Dissatisfaction…
12
Implementation of CRM
To implement CRM, following factors need to be given due
consideration:
1. Easy interaction between customers and company,
2. Easy access to information about company like content of
customization, advantages of the company, benefits doled
out to the customers.
3. Abundant supply of customer information
4. Customers' information should be updated always
5. Have cordial relationship with other companies targeting the
same customer segment…..
13
CRM for Whom?
Companies that do not have repeat business
from customers will not gain much from CRM.
Companies having walk-in customers not
providing multiple sales and service channels
will not benefit much from CRM.
Again if maintaining long term relationship
with customer is not a priority for the
company, it will be wise not to invest in
CRM…..
14
CRM for Whom?
15
Technical Functionalities
Multiple communication channel - This is one
major factor of CRM, which enables business to be
responsive to the needs and desires of its
customers. The various communication channels
are:
1. Web channel - This supports a number of customer service
and customer account management activities. Customers can
verify and browse product descriptions and also report problems
through this channel.
2. Fax channel - Company can use this channel to generate
fax that is sent directly to customers, while customers use this to
submit requests for information and contact.
3. Interactive TV channel - Cable TV companies interact with
customers through this channel.
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17
CRM Failure Reasons
Absence of a clear transitional process i.e.. a step by step awareness, a clear
funding strategy, and attainable goals is a must rather than introducing
sweeping changes all at once.
The main focus of business is on products' sale and geographical segmentation
of market but not on customer segments.
Key performance measurements are not tracked. Data integration,
interdepartmental communication, and good supervision of these processes are
critical to success.
Weak functional organization of a company can cause customer and employees'
confusion.
Short term interests are often given importance. Ethics must be given priority
over financial gains. A customer focussed company must be prepared to make
recommendations in favor of customers even at the cost of short term interests
of the company.
The financial measures of success are often inadequate. In a customer centric
model the branding, research, and development must align with development,
compensation, budgeting, and incentive policies.
Other new technology and solutions are introduced without implementing the
necessary framework.
18
Future of CRM