1-3-1 Customer Relationship Management (CRM) Iftikhar Nadeem Senior Consultant, E-Business Solutions Center for Economics & Management Systems Research Institute, KFUPM

1-4-2 Customer Relationship Management (CRM) Defining CRM Managing customer life cycle CRM architecture CRM infrastructure Challenges in implementing CRM

1-4-3 CRM It is an integrated marketing, sales, and service strategy that depends on coordinated actions. It provides a clear business framework for managing customer relationships

1-4-4 Goals of CRM Framework Use existing relationships to grow revenue Use integrated information for excellent service Introduce more repeatable sales processes and procedures Create new value and instill loyalty Implement a more proactive solution strategy

1-4-5 Managing Customer Life Cycle Acquire Differentiation Innovation convenience Enhance Bundling Reduce cost Customer service Retain Adaptability Listening New products

1-4-6 The CRM Architecture AcquireEnhanceRetain Direct marketingCross-selling & up-selling Proactive service Sales force automationCustomer support Integrated CRM Applications Customer Life Cycle Partial Functional Solutions Complete Integrated Solution

1-4-7 The CRM Infrastructure Customer content Customer contact information End-to-end business process The extended enterprise or partners Frond-office and back-office systems

1-4-8 Challenges in Implementing CRM Lack of incentive program to promote CRM Lack of cross functional integration Globalization Traditional organization structure Lack of local solutions