1. Customer relationship management (CRM) is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support

2. CRM systems for marketing track and measure campaigns over multiple channels, such as email, search, social media, telephone and direct mail. These systems track clicks, responses, leads and deals. CRM systems can be used to create, assign and manage requests made by customers, such as call center software which helps direct customers to agents. CRM software can also be used to identify and reward loyal customers over a period of time.

3. CRM systems can automatically suggest suitable appointment times to customers via e-mail or the web. These can then be synchronized with the representative or agent's calendar. CRM often makes use of social media to build up customer relationships. Some CRM systems integrate social media sites like Twitter, LinkedIn and Facebook to track and communicate with customers sharing their opinions and experiences with a company, products and services.

4. Customer Relationship Management is the newest and the most innovative innovations of recent time in order to provide better service to customer. CRM is always a helpful tool for the management and customer service stuffs which cope up with customer concerns and issues. CRM involves accumulating a lot of data about the customer. And when all the data of customer are being captured, it is then used to facilitate customer service transaction by making the information needed to resolve the issue or concern readily available in order to deal with the customers.

5. CRM system’s generated reports are also invaluable to your advertising and marketing planners, as they will be able to pinpoint which ideas and which don’t. CRM system is the main reason where you will be able to release to release advertisements or plan marketing campaigns more in tune with your target market as well as the target audiences. CRM also leads to more responses to your advertisement and a more effective marketing campaign.

6. However, it might not be easy as it seems to produce successful integration of CRM Customer Relationship Management system in your company. It might give you an insight, why CRM systems fail in companies because most companies it difficult and they fail to prepare for CRM review systems.

7. By doing this, means that most companies fail to integrate all the departments that needs to be shared the information for it, to get the effective results. Furthermore, CRM units scattered all over the company’s departments is often more effective than just making one big CRM department. This will ensure that each department will get the information and data that they need.

8. In order to expand your business a CRM review system plays the important role. Through CRM systems, which are capable of handling enormous amounts of data, apart from that, it will also help you a lot in coping with increased numbers of customers and data. With a CRM customer relationship management installed and properly utilized, and by doing this, it assures all data will be maximized and also ensures that your business will be successful and your customers a lot more satisfied than before.

9. Relationship selling Relationship selling is all about building a friendship or relationship with your prospects and listening to their needs. Once you've built that relationship, shown you care, and earned their trust, you are on the road to making them a customer.

10. Why Relationship Selling? 1.Raises the level of ‘Exchange’ 2.Builds a ‘Brand Reputation’ in the market – what are you known for? 3.Creates a Competitive Advantage 4.Creates a ‘Barrier to Entry’ into your market 5.Raises ‘Switching Costs’ within your market 6.Constant source of new business referrals 7.More pleasant way to do ‘business’

11. Building Customer Relationship

12. Relationship Selling Competencies Competency 1.Prepare 2.Target 3.Connect 4.Assess 5.Solve 6.Commit 7.Assure 8.Manage Description Planning & Preparation Prospecting Connect with all client types Interviewing & fact finding skills How you can solve the problem Confirm / Close the sale After sale communication Manage your own processes

13. Trust Trust is a Magic word. It means people believe what you say about yourself It means you have an obligation to those who gave you their trust Make small agreements Keep them

14. CRM CYCLE

15. Significance of CRM Helps the organization to interact with the customers Assists in taking feedbacks and opinions Creates strong bonding and relation with customers Helps in increasing the brand image of the organization Increases profits by satisfying the customers

16. Implementation of CRM CRM is an enterprise application that is used by virtually everyone across the firm. When deployed in an organization, CRM solutions aggregate vast amounts of information to create a pool of knowledge that can be used to prospect new business, validate leads, analyze processes and more. Following are five simple steps that can help put your organization on the path to CRM success.

17. 1. The success of a CRM implementation rests on the shoulders of a workforce that is willing to share information about clients and contacts. However, this “collaborative” mentality flies in the face of the culture within some professional services firms. For better or worse, many professional services practitioners are skeptical of sharing contact information for fear of losing opportunities to generate work that they can produce themselves.

18. 2. One of the greatest mistakes a management team can make is to force-feed new technology across the organization. This is particularly true with a CRM implementation. As firm management prepares for a CRM rollout, planning and patience are critical. Working with the implementation team from the software developer, management should agree upon a plan of phasing software use across the firm.

19. 3. Successful CRM implementations start and end at the top. Firms simply cannot achieve success without full management buy-in, nor can management set the process in motion and walk away. As a rule, successful CRM implementations are characterized as those in which management leads by example. Rolling- out a CRM solution takes hard work, but the benefits are substantial.

20. 4. The process of fitting a CRM solution into a professional services organization provides a wonderful opportunity to evaluate processes and procedures across the firm. Working with the implementation team from the software provider, firm management should review, analyze and evaluate the firm’s procedures as well as all of the data sources that will be migrated into the CRM solution.

21. 5. While teaming with the right solution provider is important to every software implementation, it is absolutely critical when dealing with a CRM solution. The way CRM is utilized by a professional services firm differs greatly from the way CRM is used by a product-oriented organization. Therefore, it is critical for services-based organizations to choose a software provider that specializes in professional services solutions.

22. Types of CRM Operational CRM – It consists of the following functions – – Marketing automation – Sales force automation – Service automation

23. Analytical CRM This is a CRM type that maintains the analysis and operations of an organizational back- office. Here, the sales are not done directly to the customers. This type is made in a mode to analyze critically the information, the demographics and anything else relating to the customers. The sole aim of analytical CRM towards the organization is developing, supporting and enhancing the decision- making in the organization.

24. Strategic CRM The role of this CRM type is to focus and improve the knowledge of the customer and utilize it in enhancing and customizing the customers’ interactions in sustaining a strong relationship with them.