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SYNOPSIS
NEED FOR CRM TRADITIONAL MARKETING VS CRM WHAT IS CRM? BENEFITS OF CRM CRM PROCESSES AND SYSTEMS COMPONENTS OF CRM BULDING CUSTOMER TRUST PITFALLS IN CRM RECAP REFERENCE
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CRM is the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. It is grounded on high-quality customer data and enabled by information technology. Francis Buttle (2004)
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1. Customer Acquisitio n
2. Custome r Retentio n
Custome r Extensio n
CRM focuses on creating value for the customer and the company over the longer term.
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BENEFITS OF CRM:
Reduced Costs. Increased Customer Satisfaction. Maximisation Of Opportunities. Long Term Profitability And Sustainability . Increase in Revenue Growth Solve Problems Quicker
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BENEFITS OF CRM:
Gain A 360-degree View Of Your Customer While You Are Interacting With Them Reports Help Identify Common Support Issues, Evaluate Customer Needs, Track Processes And Measure Service Performance
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CONTENTS
1. 2. 3. 4. 5. 6. 7. 8. Management People Lead Management Sales Force Automation Customer Service Marketing Workflow Automation Business Reporting Analytics
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People management
Use of people at the right time in the right place effectively. People skills must match their job profile.
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Customer Service
Collection of customer data and purchasing pattern. Service will be provided to the customer according to their data available.
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Marketing
Its a promotional activity to reach out the product to the customers. Selling and advertising are parts of it.
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Business Reporting
Ability to identify the exact position of your company at any given point of time.
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Analytics
It is a study of data so that information can be used to study market trends.
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THANK YOU
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What is CRM?
The approach of identifying, establishing, maintaining, and enhancing lasting relationships with customers.
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INTRODUCTION
Customer trust is powerful
You can charge higher prices. Offer a different feature. Customers will still buy from you.
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Here are five suggestions on how you can earn more trust.
1.Build trust in your company. 2. Build trust in your products & services. 3. Build trust in you. 4. Build trust in your marketing. 5. Build trust in your industry.
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Sales Presentations
Press releases
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Remain the professional, especially in situations where a detractor becomes aggressive. You always have time to craft a response that addresses an issue and reflects well on you and your business.
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In the world of internet customer service, it is important to remember your competitor is only a mouse click away.
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R E C A P
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REFERENCE: http://en.wikipedia.org/wiki/Cust omer_relationship_management http://www.authorstream.com http://www.siebel.com Customer Relationship Management: Key components for IT success
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QUERI ES?
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