1. Customer Relationship Management System

2. o CRM introduction o Functioning targets and roles o Aspects of CRM o Architecture o Strategies o Pitfalls What I am going to discuss?

3. WHAT IS CRM?

4. The process of managing the detailed information about individual customers and carefully managing all the customers ‘touch point’ with the aim of maximizing customer loyalty.

5. People Process Technology CRM Customer acquisition Value Relationship Retention Loyalty

6. Customer focus Relationship building Management Why CRM is required ?

7. Customer focus Primary Concern of any businessRevenue generation Satisfaction  Delight  Experience

8. Relationship building High acquisition costLow retention cost Long term gains

9. Management Product delivery  Satisfaction Measure and manage Customer profitability Customer-centric

10. MarketingManagementOrder ProcessingCustomer servicingInside salesOutside salesSales support Other element - Communication componentOther element - Communication component

11. Communication channel Customer Company CUSTOMER INTERACTION Mobile Web Call center Fax Email Face to face

12. FUNCTIONING TARGET AND ROLES

13. Ubiquity 1 to 1 marketing Real time updates Better analysis Buying Patterns & Demographics Revenue enhancement Single customer view Cost reductions C R M Functioning targets

14. 1.Relationship building 2.Customer service and support 3.Built loyalty in customers 4.Personalization 5.Management and quality related service. 6.Customer-focused organization 7.Identifying high value customers Role of CRM system

15. Still, why to spend on Customer-retention rather than customer acquisition ???

16. Acquisition of CustomerRetention of Customer 3% increase in profits17% increase in profits Cost is very highCost is very low Life cycle is shortLife cycle is long Short term profitLong term profit Unpredictable value chain building Value chain building Acquisition or Retention

17. Any Questions? Thank you