Presentation
on
Customer Relationship
Management System
By- Atul Chaudhary
[Link] | UNIT OF 1SOLUTIONS
o CRM introduction
o Functioning targets and roles
o Aspects of CRM
o Architecture
o Strategies
o Pitfalls
What I am going to discuss?
WHAT IS CRM?
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.
People
Process
Technology
CRM
Customer acquisition
Value
R
e
l
a
t
i
o
n
s
h
i
p
Retention
L
o
y
a
l
t
y
Customer focus
Relationship building
Management
Why CRM is required ?
Customer focus
Primary Concern of any business Revenue generation
Satisfaction Delight Experience
Relationship building
High acquisition cost Low retention cost
Long term gains
Management
Product delivery Satisfaction
Measure and manage Customer profitability
Customer-centric
Marketing
Management
Order Processing
Customer servicing
Inside sales
Outside sales
Sales support
Other element-Communication component
Communication channel
Customer
Company
CUSTOMER
INTERACTION
Mobile
Web
Call center
Fax
Email
Face to face
FUNCTIONING TARGET
AND
ROLES
Omnipresence
1 to 1
marketing
Real time
updates
Better analysis
Buying
Patterns &
Demographics
Revenue
enhancement
Single
customer view
Cost
reductions
C R M
Functioning
targets
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
Still, why to spend on
Customer-retention
rather than customer
acquisition ???
Acquisition of Customer
Retention of Customer
3% increase in profits
17% increase in profits
Cost is very high
Cost is very low
Life cycle is short
Life cycle is long
Short term profit
Long term profit
Unpredictable value chain building
Value chain building
Acquisition or Retention
ASPECTS OF CRM
Front office business support
Contact history is recorded
No communication gap
E.g.- call centers, BPO
Direct communication
Cost reduction
Service improvement
E.g.- mail, internet
Analysis of customer data
Design and target marketing campaigns
Product and service decision making
Management decisions
ARCHITECTURE
CRM
Find
Catch Keep
Building blocks of CRM
Lead Management
Campaign Management
Customer profiling
Call center
Field service
Web service
Activity management
Opportunity management
Contact
management
Manager view Service view Support view Marketing view Sales view
Web Windows Wireless
C R M software
Web/intranet/extranet
Project management
Support view PIM ROI
Sales Forecasting Opportunity Management
Automation
ERP/back office
Legacy applications
Other applications
Customer database
Customer touch points
CRM SYSTEM
CRM STRATEGIES
Acquisition
Retention
Loyalty
Evangelism
Cost Reduction
CRM strategies
ACQUISITION
Profiling
Buying pattern
Communication
Search
RETENTION
Improving customer satisfaction
Need analysis
1to 1 communication
Updating
LOYALTY
Increase
Search
Capture
EVANGELISM
brand promoter
sales promoter
Cost
REDUCTION
Lower inventory
Speedier delivery
Marketing cost reduction
Change Management
Poor communication
Weak Leadership
No strategic focus on business value.
Sloppiness to Process and People issue.
Information handling
Pitfalls of CRM system
CRM helps in
Customer life cycle
Customer life-time value
By implementing a right CRM system, you
can improve your customer interaction and
retain the customer for long, thus
increasing your market share both in terms
of capital and customer.
Concluding in the end..
We can analyze your requirements and can
develop and implement a CRM system catering
to your needs.
Better fit customized CRM system.
Lower cost and more flexibility than other
consultancy offering proprietary solutions.
Experienced staff and management.
UG Software Technologies can help you.
o Lower cost
o High ROI
o Stability
o Security
o Higher customization
Adding advantage with open source software solutions
Reliable, implemented and tested
More visible and ease of control
Fast and flexible service
Reasonable prices and quick payback
High customer satisfaction
Why to choose us?
Gain Competitive advantage by
acquiring our customized CRM
SYSTEM and become a LEADER in
your Industry.
COMPETITIVE EDGE
Contact us-
SEMSEOGURUS | unit of 1solutions
Website- [Link]
Contact- +1 315 642 4191
Mail- info@[Link]
Any Questions?
Thank you
