Cutomer Relationship Management

L.S. Raheja College of Arts and Commerce

Introduction

to CRM…

Project ByRamkuwar 21Vaibhav 10David 24Sagar 25Atul 33

SYBBI

What is CRM?

What is CRM?

• CRM is a philosophy and a business strategy when is supportive by technology to improve human inter-action in the business environment.

• CRM refers to all marketing activities directed towards establishing, developing and maintaining a successful relationship.

1

• Purpose

2

• Partners

3

• CRM Programs

Formation

Program Type Mass Markets DistributorsBusiness To

Business Markets

Continuity Marketing

1. After marketing2. Loyalty programs3. Cross selling4. Up selling

Continuous Replenishment

Special sourcing arrangement

One to one Marketing

1. Permission market2. Personalization

Customer business development

Key account Program

Co-marketing 1. Affinity partnering2. Co-branding

1. Logistic partnering2. Joint marketing

1. Strategic partnering2. Co-design3. Co-development

CRM Programs

What is Automatic Call Distribution? (ACD)

Automatic Call Distribution

A programmable telephone system used in incoming call centres which automatically answers, queues , and distributes calls to agents.

ACD system and automatic call distributor can route calls based on dialled phone and the time of day.

A basic ACD system processes incoming telephone calls on a ‘FIRST COME FIRST SERVE BASIS’

Types of ACD

1) Stand Alone ACD

2) Hybrid ACD

3) Soft ACD

4) Centrex ACD

Components of ACD

1) Call Processing Features

2) Agent Features

3) Supervisor Features

Traditional Approach VS Web Enabled Approach

• Customer Contact• After Sales Services• Complaint Handling• Account Management• Customer Care and Customer

Satisfaction

• Customer Database• EOPS• Sales Force Automation• Call Center

Traditional Approach Web Enabled Approach

Impact of Globalisation onCRM

Definition of Global Company:-A multinational Company operates in a number of companies satisfying the individual taste and needs. The Global Corporation operates with constancy as if the entire world is a single entity.

Market Segmentation

Product Life Cycle

Competitive Environment

Cultural Differences

Today CRM

CRM aims to generate maximum value by streamlining relationship with customers in terms of cash flows, profitability and service requirements. As a concept in marketing the management of customer value is attracting a lot of attention from marketing firms in today’s dynamic and competitive environment. Especially in the service industry, where relationship forms the basis for profitability. CRM gives a 3600 view of the people, process and technology that help the company in achieving a sound market position.

Conclusion

Questions??

A Project by United Boys…

Professor-in-chargeProf.Farzin Daruwalla

SYBBI (Banking & Insurance)[Semester III]

THANK YOU!!!