CRM
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Transcript of CRM
- 1. Information Technology presentation
2. What is ERP?
ERP is a solution, which
- Facilitates company-wide integrated Information systems, covering all functional areas.
3. Performs core Corporate activities and increases customer
service augmenting Corporate Image.Enterprise Resource
Planning
4. Information Islands
http://www.open-source-erp-site.com
5. Why ERP?
For Management to know what is happening
in the company
To shun the geographical gaps
To satisfy the customers with high expectations
To be Competitive & for survival
Enterprise Resource Planning
6. 7. Customer Relationship Management
8. 9. Customer Relationship Management
Customer relationship management (CRM)is a widely-implemented
strategy for managing a companys interactions withcustomers,
clients and sales prospects. It involves using technology to
organize, automate, and synchronize business
processesprincipallysalesactivities, but also those
formarketing,customer service, andtechnical support.
10. Why Need CRM
Every company do CRM one way or other.
Few Facts : why need CRM
Not a single point of contact
Communication Gap
Getting a new customer cost 5 times then
retaining existing customer
1% increase in sale with existing customer
will boost profit by 17% while 3% in other case
11. Goals of CRM
The idea behind CRM to gain insight into the behavior of customers
and the values of those customers.If it works as hoped then
business can :-
Provide better customer services
Make call center more efficient
Cross sell product more effectively
Helps sales staff close deals faster
Simplify marketing & sales process
Discover new customers
Increase customer revenue
12. Types of CRM
Operational CRM which provides support to front office, business
processes including sales, marketing and service. Operational CRM
processes customer data for a variety of purposes:
Managing campaigns
Enterprise Marketing Automation
Sales Force Automation
Sales Management System
Analytical CRM which analyses the customer data for various
purposes such as design and execution of targeted marketing
campaigns to optimize marketing effectiveness, design and execution
of specific customer campaign, analysis of customer behavior to aid
product and service decision making, management decision,
prediction of probability of customer defection.
Continue.
13. Consumer Relationship CRM covers aspects of a company's dealing
with customers handled by the Consumer Affairs and Customer
Relations contact centers within a company. Representatives handle
in-bound contact from anonymous consumers and customers.
Sales Intelligence CRM is similar to Analytical CRM, but is
intended as a more direct sales tool. Features include alerts sent
to sales staff regarding:
Cross-selling/Up-selling/Switch-selling opportunities
Customer Drift
Sales performance
Customer trends
Customer margins
Customer alignment
14. CRM Implementation
- Choose a Vendor
15. Gain support for Top Level Management 16. Training 17. Commit to your CRM Software 18. Ensure IT and Management Coordination