1. Customer Relationship Management

2. CRM
-an upright concept or strategy to solidify relations with customers and at the same time reducing cost and enhancing productivity and profitability in business.

3. What is an ideal crm?
-a centralized collection of all data sources under an organization and provides an atomistic real time vision of customer information

4. OPPORTUNITY OF BUSINESS
A CRM system is not only used to deal with existing customers but is also useful in acquiring new customers
ORIGIN OF CRM
Originated in earl 1970s when the business units had a manifestation that it would be advisable to become 'customer emphatic' rather than 'product emphatic'

5. “The true business of every company is to make and keep customers”
-Peter Drucker
Originally based on 3 principles:
shielding the current customers
fostering new customers
enhancing asset value of all the customers

6. Importance of CRM
it consists of historical view and analysis of all the acquired or to be acquired customers
helps in reduced searching and correlating customers and to foresee customer needs effectively and increase business

7. Features of CRM
Customer Needs - an organization can never assume what a customer actually needs
Customer response - is the reaction by the organization to the queries and activities of the customer
Customer satisfaction - is the measure of how the needs and responses are collaborated and delivered

8. Customer loyalty - is the tendency of the customer to remain in the business
Customer retention - is a strategic process to keep or retain existing customers
Customer Complaints - indicates the act of dissatisfaction by the customer
Customer Service - the process of delivering information and services regarding all the products and brands

9. scope
The development and maintenance of mutually beneficial long-term relationship with strategically significant markets.

10. Strategically Significant Markets:
Customers with high life time value
Customers who serve as benchmarks for other customers
Customers who inspire change in the supplier

11. INFORMATION FLOWS:
Front office contacts
Back office operations
Business contacts
FUNCTIONAL AREAS
Sales
Marketing
Human Resource

12. TYPES OF CRM
Operational CRM
Collaborative CRM
Analytical CRM

13. Operational CRM
Generally refers to services that allow an organization to take care of their customers
Mainly focused on automation, improvement, and enhancement of business processes which are based on customer-facing or customer-supporting

14. Marketing Automation Sales Automation Service Automation
MAJOR AUTOMATION
APPICATION
Marketing Automation
Sales Automation
Service Automation

15. MARKETIN G
AUTOMATION
Main purpose is to find out the best way to offer products and approach potential customers
Major module is campaign management
Enables business to decide effective channel/s to reach up to potential customers

16. SALES AUTOMATION Helps an organization to automate sales process
Main purpose is to set standard within organization to acquire new customers and deal with existing customers
It organizes information in such a way that the business can meet customers’ needs and increase sales more efficiently and effectively

17. SERVICE
AUTOMATION
Enables business to retain customers by providing best quality of service and building strong relationship
It includes issue management to fix customers’ problems, customer call management to handle incoming/outgoing calls, service label management to monitor quality of service based on key performance indicators

18. Operational
crm
Refers to services that provide support for various “Front-office” business processes in helping organizations to take care of their customers
Main purpose is to generate leads, convert them into contacts, capture all required details, and provide service throughout customer lifecycle
Data centres; Data aggregation systems; Websites

19. collaborative
CRM
A highly effective method of communication as it covers direct interaction with customers
Sometimes called as “Strategic CRM”
Enables an organization to share customers’ information among various business units like Sales team, Marketing team, and Technical and Support Team
Overall, the primary purpose is to improve the quality of customer service to gain loyalty and acquire new customers to increase sales
Web pages; ; Automated Voice response

20. ANALYTICAL CRM
Supports the organizational “Back-office” operations and analysis.
Helps Top Management, Marketing, Sales, and Support personnel to determine the better way to serve customers
Data analysis is the main function

21. Features of Analytical CRm
Gather customer’s information, coming from different channels and analyze data in a structured way
Help organization to set business methodology in Sales, Marketing, and Support to improve customer relationship and loyalty
Improve the CRM system effectiveness and analyze key performance indicators, set by business

22. Advantages of CRM Increased customer satisfaction
Ensuring that the focus of the organization is external
Growth in numbers of customers

23. Advantages of CRM Maximization of opportunities
Increased access to a source of market and competitor information
Highlighting poor operational processes
Long term profitability and sustainability

24. disadvantages of CRM Record Loss
Require additional work inputting data
Require continuous maintenance, information updating, and system upgrading
Difficult to integrate with other management information systems.

25. Information Technology and CRM
-Technological approaches involving the use of databases, data mining and one-to-one marketing can assist organizations to increase customer value and their own profitability.

26. Tools/Technologies used by businesses:
1. Phone calls, mobile phone text messages or s. Having access to customers contact details and their service or purchase preferences through databases etc. can enable organizations to alert customers to new, similar or alternative services or products.

27. Tools/Technologies used by businesses:
2. Collaborative Chat If customers have questions about a product or shipping details, a live collaborative chat function enables them to click on a live customer service icon that brings up a chat box.

28. Tools/Technologies used by businesses:
3. Loyalty Cards Customers are offered product discounts, coupons, points toward merchandise or some other reward in exchange for their voluntary participation in the program.

29. Tools/Technologies used by businesses:
4. Call Center CRM software These are software solutions that help call center agents access the right information and knowledge about a customer's history to improve the overall customer experience

30. Tools/Technologies used by businesses:
5. Social CRM Social media presents an open forum for customers to share experiences with a brand, whether they're airing grievances or promoting products.

31. WORK SYSTEM HOW CRM WORKS FOR ?
World largest restaurant Chain with over 18k outlets in 120 countries.
Its revenue is growing at 35% to 40% year-on-year.

32. 1- Attracting Customers Streetwise Menu
WORK SYSTEM
Steps taken for better CRM:
1- Attracting Customers
Streetwise Menu
Change of tagline to avoid customer defection
Youth-theme Décor

33. Vouchers and online Orders Free Home Delivery Free wifi
WORK SYSTEM
Steps taken for better CRM:
2-Retain Customer
Promotional Gifts
Vouchers and online Orders
Free Home Delivery
Free wifi

34. 3-Solve Grievances and Build Customer Loyalty
WORK SYSTEM
Steps taken for better CRM:
3-Solve Grievances and Build Customer Loyalty
Catering Customer Feedbacks
Mobile App
KFC Fast track

35. WORK SYSTEM
KFC has chosen Acumatica Cloud ERP which allows to centralize decision making across multiple locations and multiple systems.
Acumatica Cloud ERP  often called Cloud-based ERP, enables a company’s accounting, operations management and reporting to run in the cloud.

36. WORK SYSTEM
Each Transaction with the customer is recorded and analyzed for buying pattern.

37. WORK SYSTEM
Helps small businesses deal with the vital task of managing contacts , organizations, partners, vendors, and suppliers.
Typical Features of a CRM software:
Flexible Calendaring and Events
Automatic Address Book
Insightly Notes, Evernotes, and Comments
Lightning Fast Search
Custom Fields and Filters
File Sharing

38. WORK SYSTEM
Other CRM softwares: