new crm presentation
DESCRIPTION
CRM presentation for beginnersTRANSCRIPT
Presentation on
Customer Relationship Management System
By- Atul Chaudhary
SEMSEOGURUS.COM | UNIT OF 1SOLUTIONS
o CRM introductiono Functioning targets and roleso Aspects of CRMo Architectureo Strategieso 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
Rela
tionsh
ip
Retention
Loyalt
y
Why CRM is required ?
Customer focus
Primary Concern of any businessRevenue 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
Other element-Communication component
Communication channel
Customer
Company
CUSTOMER INTERACTION
Mobile
Web
Call center
Fax
Face to face
FUNCTIONING TARGETAND
ROLES
C R MFunctioning
targets
1. Relationship building2. Customer service and support3. Built loyalty in customers4. Personalization5. Management and quality related service.6. Customer-focused organization7. 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
Building blocks of CRM
Lead Management
Campaign Management
Customer profiling
Call center
Field service
Web serviceActivity management
Opportunity management
Contact management
Manager view Service viewSupport viewMarketing viewSales view
Web Windows Wireless
C R M software
Web/intranet/extranet
Project management
Support view PIMROI
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
IncreaseSearch
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 testedMore visible and ease of controlFast and flexible serviceReasonable prices and quick paybackHigh 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- www.semseogurus.com
Contact- +1 315 642 4191 Mail- [email protected]
Any Questions?
Thank you