PHILIPPINE CHRISTIAN UNIVERSITY

GRADUATE SCHOOL DEPARTMENT

LOGISTIC OPERATION AND CHAIN MANAGEMENT

DR. MARIA THERESA B. VIBAR, JD, MBA, PhD

CUSTOMER
Presentation 2023 RELATIONSHIP
MANAGEMENT

RIZZA M. MALIGMAT, CPA, CTT

MBA Student
 Content
01 Discuss the strategic importance
of CRM

02 Describe the components of a

CRM initiative

03 Calculate customer lifetime value

 Overview
Customer the integr ation of sales, mar keting,

Relationship 01 service and suppor t strategy, process,

people and technology

Management
to m axim ize customer acquisition,
value, r elationships, retention and
loyalty.
.
02

Customer s, Data and Database at the

03 Center of your Organization

( Customer- centr icity)
 Strategies

Customer Acquisition

Customer Retention

Customer Loyalty
Customer Evangelism
CRM
STRATEGIES
Cost Reduction

Improve Productivity
Enhance your e-business
strategies
 CRM Goals, Benefits and Value
 Increased Hard / Soft Results
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
 Decreased Hard / Soft Results
Internal: Costs, Time, Errors, Employee Defection, Frustration, Fear, Uncertainty, Doubt
External: Customer Issues, Complaints, Attrition, Churn Dissatisfaction….
E

THE CUSTOMER
“Customers”
Suspects, Visitors, Prospects, Subscribers, Patrons, Members, Ticket
Buyers, Users, Consumers, VIPs, Volunteers, A nnual / Major Donors,
Advisors, Advocates, Legislators, Strategic Partners, Sponsors …

Users
Management, Employees, Visitors

Suppliers
Ser vices - Consultants
CRM / Customer Development Experts
Products - Technology
Soft ware, Hardware, Connecti vity
 IT / Co n sulta n t
Support, Budget, Time

Ap p lic a tio n/Da ta In te g ra tio n

Accounting, Financial, Other Systems
.

Po in t So lu tio n s v s. Su ite
Homegrown, Packaged or Hosted,
Toolkit

CRM
Technology / Op e ra tin g Sy ste ms

Infrastructure
Windows 9x…, Mac,
Unix, Linux, Browser
 Why Organizations
Must Adopt CRM?
 Organizations are struggling to do more with less.
 Rising competition
 The need for new services continues to grow.
 Organizations are finding it tougher to sustain sales,
as traditional marketing models are not working as
well.
CUSTOME RS  Must add and integrate additional customer
 Information and communication channels to respond
to demand
.
 The “New Consumer” / “Buyer-
Centric” market demands it.
 Customer Lifetime Value
The typical formula used to calculate
customer lifetime value is Customer
lifetime value = customer value x
average customer lifespan.

Multiply how much that customer spends each

year multiplied by the number of years you
CUSTOME RS
can reasonably expect them to stay with you.
 The factors affecting a location decision in operations management
are Customer Proximity, Business Area, Availability of skilled
labor, Free Trade Zone/Agreement, Suppliers and Environmental
policies
Customer Proximity: Facility locations are selected closer to the customer as to reduce
transportation costs and decrease time in reaching the customer.

Business Area: The presence of other similar manufacturing units around makes the
Location business area conducive for facility establishment.
Decision
Availability of Skill Labor: Education, experience, and skill of available labor are another
important, which determine facility location.

Free Trade Zone/Agreement: Free-trade zones promote the establishment of manufacturing

facilities by providing incentives in custom duties and levies. On another hand free trade
agreement is among countries providing an incentive to establish business, in a particular,
country.

Suppliers: Continuous and quality supply of raw materials is another critical factor in
determining the location of the manufacturing facility.

Environmental Policy: In the current globalized world pollution, control is very important,
therefore understanding of environmental policy for the facility location is another critical
factor.
 THE BEST KEY
PERFORMANCE
S TA N D A R D I S . .
THANK
YOU HIGH
RIZZA M. MALIGMAT C U S TO M E R
S AT I S FA C T I O
0906-342-2027

N R AT I N G !