Group 8:

Shivani Gupta
Customer Rajat Tripathi
Relationship Upendra Sharma
Management
Rishi Patel
Hritik Kurhadkar
Akriti Patil
Who is the most important
person in our Business?
CUSTOME
R
What happens
when we don’t
know our
customer….
What is
CRM
• CRM builds client relationships, customer
loyalty and brand value through marketing
strategies
• Businesses can develop long-term
relationships with customers with CRM
• CRM helps streamline corporate
performance
• It involves carefully managing detailed
information about individual customers and
all customer interactions to maximize loyalty
EVOLUTION OF
CRM
• Initially, there were Door-to-Door
sales forces to approach the
customers
• Then, Mass marketing replaced the
intimacy of a direct sales force
• Later, Targeted marketing evolved.
Use of direct mail and
telemarketing
• Latest is Customer Relationship
Management (CRM), the next step
in Evolution. A concept supported
by latest technologies
Types of Customer
Relationship
Management
PURPOSE OF
CRM
The focus of CRM is on creating value for the customer and the company over
the longer term

When customers value the customer service that they receive from suppliers,
they are less likely to look to alternative suppliers for their needs

CRM enables organizations to gain 'competitive advantage' over competitors that

supply similar products or services
PRINCIPLE OF CRM
 Develop a Understand and
Communicate
customer-centric segment your
often and clearly
culture customer base

Collaborate Regularly review

Establish clear
across different your CRM
CRM goals
departments. strategy
CHALLENGES
 DATA QUALITY AND RESISTANCE TO CHANGE BALANCING
INTEGRATION ISSUES AMONG EMPLOYEES AUTOMATION WITH
PERSONALIZATION
ADVANTAGE
S
01 02 03
It allows for more It can speed up the It increases staff
effective sales and sales conversion productivity, lowers
marketing process time costs
and boosts morale
DIS-ADVANTAGES
 1 2 3
Staff over-reliance on CRM may Security concerns associated with The excess initial time and
diminish customer loyalty through a centralised data productivity cost of implementation
bad experience
FUTURE TRENDS
AI AND MACHINE PREDICTIVE ANALYTICS OMNI-CHANNEL
LEARNING IN CRM FOR CUSTOMER INSIGHTS CUSTOMER ENGAGEMEN
T
THANK
YOU