New

Brand
Customer
Relationship
Management

Present By

Muhammad Anas khan

 CHAPTER 1
OUTLINE
What is CRM ?
 (CRM) is a technology for
managing all your company's
relationships and interactions
with customers and potential
customers. The goal is simple:
Improve business
relationships.
Purpose of CRM ?
• Focus of CRM is on creating
value for the customer and
the company over the longer
term.
• Gain Competitive Advantage
Why is CRM Important?
CRM helps businesses build a
relationship with their customers that,
in turn, creates loyalty and customer
retention. Since customer loyalty and
revenue are both qualities that affect a
company's revenue, CRM is a
management strategy that results in
increased profits for a business
 CHAPTER 1

Information Technology and CRM Benefits of CRM

• Phone calls, emails, mobile phone text

•Reduce cost
messages, or WAP services
•Increase customer satisfaction
• Cookies
• Loyalty cards •long term profitability and

• An other method is Face to face sustainability

•Better knowledge of customers
 CHAPTER 1

Types of customers

• Stranger's (Not profit Not loyal)

• Butterfly (Profitable but not Loyal)
• True friends (loyal and Profitable)
• Barnacles ( loyal but not profitable)
 Customer
CHAPTER 2
Service
 Customer service is the support you offer your
What is Customer Service ? customers — both before and after they buy and use
your products or services that helps them have an
easy and enjoyable experience with you

• On the phone
Where is customer service delivered ? • Face to face interaction
• Tasking orders
• Social media
• Email
How is excellent Customer Service delivered? Tips for Good Customer Service

• Appearance • Smile and be friendly

• Attitude • Use a customer’s name if you know it

• Use Empathy • Welcome the customer to your business

• Friend line • Introduce yourself

• Response-ability Ask “How may I help you?”

Listen!
Focus on the customer and value them
Four common traits of great Customer Service Handling an angry customer
providers

• Keep calm
• Listen carefully to the complaint
• Repeat the complaint back to make sure you
• Empathy
understand the problem
• Responsiveness • Apologize that it happened
• Acknowledge the customer’s feelings
• Motivation
• Explain what action you will take to correct
• Assurance the problem
• Thank the customer for bringing the problem
to your attention
 CRM Strategy
CHAPTER 3
  A CRM strategy is your game plan for how to
CRM Strategy improve the relationship between your
customers and your sales, marketing and
customer service teams
Strategy Development
a

Customer Value Added
Customer value added approach is based on
providing products and services to customers that
are a greater value than they could expect from
purchases from competitive companies in similar
markets.”

• Identify customer values

• Identify competitors’ offers
• Build customer values into firm’s offer to obtain
firm’s interim offer
Steps for Implementing CVA • Compare firm’s interim offer to competitors offer
• Identify value gaps
Ladder of Loyalty
 “Customer-centricity involves aligning
organizational resources for effectively
Customer-Centricity
responding to the ever-changing needs of
customers, while building mutually
profitable relationships.”
THANK
YOU