3. CRM Customer Relationship Management is a term applied to processes implemented by a company to handle its contact with its customers. CRM software is used to support these processes,storing information on current and prospective customers. Information in the system can be accessed and entered by employees in different departments, such as sales,marketing,customer service,trainning,professional development,performance management,human resource development and compensation. CRM is not just a technology but rather a comprehensive,customer- centric approach to an organisation’s philosophy of dealing with its customers.This includes policies and processes, front-of -house customer service,emplyee trainning,marketing systems and information management.Hence,it is important that any CRM implementation considerarions stretch beyond technology toward broader organisational requirements

4. CRM ConsistsCRM Consists  Identifying target markets,pusuing them,and generating quality follow ups  Improving telesales,sales management,optimization of information and the existing marketing processes  Providing customer delight by the formation of individualised customer relationship  Providing customer information to employees to help them build effective relationship between the company,its customer base and its distribution partners

5. CRM And ITCRM And IT  Customer touch points are vital since each business has a marketing orientation and focuses upon the customer current and future needs,This is the inteface between organisation and its customers.For example To buy a new car the dealership is a contact point You go home and look at the car manufacturer’s website and then send the company an e-mail.  Applications are essentialy the software that support the process.Incidentally,this is what some would call CRM-but we know better. Applications serve Marketing (e.g. data mining software and permission marketing), Sales (e.g. monitoring Customer Touch points),and Service(e.g.Customer care)  Data Stores contain data on every aspect of the customer, and the Customer Life Cycle(CLC).For Example.an Oganisation keeps data on the products you buy. When you buy them and Where they are sent.

6. Customer Touch Points ( Retail,Wholesale, Email,Telephone,TV, Websites,Video ) Applications (Marketing,Sales,Services) Data Sources (everything about your customer)

7. Top CRM Software vendorTop CRM Software vendor  SAP  Oracle  Salesforce.com  Amdocs  Microsoft

8. Digital MarketingDigital Marketing  Digital Marketing is the practice of promoting products and services using digital distribution channels to reach consumers in a timely,relevant,personal and cost-effective manner  Digital Marketing Models- Pull vs. Push  Digital Marketing is the achieving marketing objectives through use of electronic communications technology It is further subcategorised on basis of communication channels Internet marketing Mobile marketing

9. Digital Marketing ModelsDigital Marketing Models Pull Pull digital marketing technologies involve the user having to seek out and directly grab(or pull) the content.Web site/blogs and streaming media(audiio and video) are good examples of this. In each of these examples.users have a specific link(URL) to view the content. Push Push digital marketing technologies involve both the marketer(creator of the message) as well as the recipients (the user).Email,SMS,RSS ae examples of Push digital marketing.In each of these examples,the marketer has to send (push) the messages to the users(subsribers) in order for the message to be received.

10. Internet MarketingInternet Marketing  Internet marketing is the process of growing and promoting an organisation using online media.  It includes advertising products,services,public relations,social media,market research,email marketing, and direct sales.

11. Mobile MarketingMobile Marketing The ability to reach a specific target audience. Information about how the user responded to a marketing message. Proof that a message has been received by the user’s handset

12. Mobile Marketing ToolsMobile Marketing Tools Mobile marketing via SMS Mobile marketing via MMS Mobile Web Marketing Mobile marketing via Bluetooth

29. Future of Mobile MarketingFuture of Mobile Marketing  According to a survey conducted by a mobile marketing provider,approximately 89% of major brands are planning to market their products through text and multimedia mobile messaging by 2013

33. Reach Scope Interactivity Immediacy Demographics and targeting Adaptivity and closed loop marketing

34. Effects of IT Enabled Marketing On IndustriesOn Industries Music Industry Agriculture Sector Banking Industry Health Industry Automobile Industry Designing Industry