Introduction to Marketing & CRM

Presented by:

Sunil Manohar jaisawal-55

Surya Shekhar Panda-56

Marketing Marketing is the process of planning and executing

the conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy individual and organizational goals.

Source: AMA

Components of marketing• Marketing is a process• It involves a mix of product, pricing, promotion,

and distribution• It is about exchange• It is intended to satisfy individual and

organizational needs

What is Internet Marketing?

Internet marketing is the process of building and maintaining customer relationships through online activities to facilitate the exchange of ideas, products, and services that satisfy the goals of both parties.

Components of internet marketing

• A Process• Building and Maintaining Customer Relationship• Online• Exchange• Satisfaction of Goals of both Parties

The Seven Stage Cycle Of internet Marketing

Corporate, Business-unit, and Marketing Strategy

Corporate, Business-unit, and Marketing Strategy

Role of Marketing

Organizational Resources

Effective match

Customer Satisfaction

Specification of Target Market

Organizational Objectives

The Internet Marketing Mix

Building and Nurturing Customer Relationships

• A relationship can be defined as a bond or connection between the firm and its customers.

• Customer relationship management (CRM) – Focuses on providing and maintaining quality service for

customers, by effectively communicating and delivering products, services, information and solutions to address customer problems, wants and needs

The four stages of customer relationships