E-Business presentation on ….

Customers Relation Management (CRM)

Submitted To Sir Umair
Chaudhary
Arooj Azeem
Submitted By (L1360)
What is CRM?
 C RM is a technology for
managing all your
company’s relationship and
interactions with customers.
The goal is simple: improve
business relationship. A
CRM system helps
companies stay connected
to customers, streamline
process (well- organized),
and improve profitability
Example:

Examples of CRM include platforms

designed to manage marketing, sales,
customer service and support, linked to
helping all companies operate more
efficiently. Through the CRM system,
businesses can analyze customer
interactions and improve their customer
relationships
 What is the process of CRM?

 The CRM process is a strategy

to keep every customer
conversation personal and
meaningful, consisting of five
key steps.

 Generate Brand Awareness

 Acquire leads

Converts Leads into customers
 Provide superior support service

Drive up sells
Marketing Activity

 The four activities that comprise CRM

are as follows.

 Customer Selection
 Customer Acquisition
 Customer Retention
 Customer Extension
 What is CRM Model?

A CRM model is a framework for

how your company will manage
these customer relationship from
acquisition to retention. The
better you understand potential
and current customers, solve their
pain points, and build
trust/rapport, the more likely
they’ll stick around.
Build quality customer relationships and increase their
loyalty to your company.

Understand customer wants/needs and personalize the

customer experience.

Create a competitive advantage as you serve customers

better than your competitors.
Life Time value modeling

 Life Time Value (LTV) promotes long-term

customers relationship concept rather than focusing
on immediate profit.
 Life Time Value is important for businessman with
long-term or subscribing customers.
 It makes the relationship with customers deep
through interaction and product transaction
 Establish the true value
 Make decisions about products and offers
 Make decisions about the value of e-CRM
Thank you