Welcome to your CRM Session

Customer Relationship Management is The formation of a bond between the organization and our stakeholders.

What is CRM?

It helps you to straight and strengthen the quality of your ELD experiences.

Help marketing departments identify and target their best customers, manage campaigns as well as discover qualified leads.

Give us information needed to improve customer service and also to better understand customer needs.

Why do we AIESEC should do CRM?

• Mass Marketing Individual marketing

• Product Life Cycle Customer Life Cycle

• Customer Satisfaction Customer Loyalty

• Product differentiation Customer differentiation

CRM Creates A Shift In Thinking?

Difference Between Marketing & CRMTraditional Marketing CRM

Goal: Expand customer base, increase market share by mass marketing

Goal: Establish a profitable, long-term, one-to-one relationship with customers; understanding their needs, preferences,

expectations

Product oriented view Customer oriented view

CRM StrategiesCustomer Acquisition• Gain the greatest number of new “Best” customers as early in their

“lifespan” as possible.

Customer Retention• Retain and expand your business and relationships with your customers

through up-selling, cross-selling and servicing.

Customer Loyalty• Offer programs to ensure that your customers happily buy what you offer

only from you.

E-Marketing in CRM• E-mail Marketing: Alerts, E-Newsletter Management

• E-Surveying: Progressive Profiling Management

• Viral Marketing: Tell-a-Friend Management

• E-Commerce: Memberships, Event Registration Management

Satisfaction Measurement

Retrieving Lost Customers• Customers leave for a variety of reasons

– Boredom – Move to a new location– No longer have a need for the product– Prefer competing products

• Customer win-back - Process of rejuvenating lost relationships with customers

Situations

How to Evaluate Your System Higher Response Rates

Increased Sales

Customer Retention

ROI Justification

RecappingKNOW Understand market and

consumers’ needs and preferences.

Exploit customer intelligence, Perform segmentation

TARGET ( Offer is developed ) Define market strategies Use channel integration

SERVICERetain customers by: Loyalty programs Communication Service forces

SELL Acquire customers Use sales force effectively Develop marketing programs

Qs & As

Thank You