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MANAGEMENT
CRM - IT
CRM domains:
1.Technological
2.Non-technological domains.
10.Cost reduction
11.Increases revenue.
Types of CRM solutions
1. Web based-These are outsourced solutions-
cloud computing
2. Non-Web Based/Software
Types of Softwares
2.Mobile CRM
How CRM is used in ATMs
other real time example for crm
CRM Implementation:
Stage 1 - Collecting information-About the customers
Stage 2 - Storing information - In a common data baseStage 3 -
Accessing information-Assesing information in the most useful
format,setting privacy etc.Stage 4 - Analysing customer behaviour-
Using tools to analyse and setting sales strategies.Stage 5 -
Marketing more effectively-Understanding customers' needs,
desires, reward and target your most valuable customers.Stage 6 -
Enhancing the customer experience-Customer's problems can be
identified and resolved quickly,so staff will have more time for other
customers.
CRM Tools and their Market Share