Customer Relationship Management

Customer Relationship Management

Shoaib Manzoor - 23Abdul Rehman - 54Jahanzaib Hassan - 55Salma Muhammad yar - 49Sohaib Riaz - 07Tariq Mumtaz - 28Tayyab Usman - 48Muhammad Navaz - 18

BSIT MORNING 2012-2016GROUP 4

Anum NaazRoll No 32

History of CRM Earlier

applications of CRM

Todays CRM

CRM methodology enables the organization to understand the customers' needs and behavior better. It introduces reliable processes and procedures for interacting with customers and develop stronger relationships with them.

AbdulRehmanRoll No 54

winning new customers

Satisfying Customers

3. Create a single view of the customer

Central System for capturing information

Generation Of lead

Jahanzeeb HassanRoll No 55

Develop better communication channels Collect customer related data Create detailed profiles of individual customers Increased customer satisfaction Access to customer account history, order

information, and customer information at all touch points

Identify new selling opportunities Increased market share and profit

margin Increased revenues More effective reach and marketing Improved customer service and support

Salma Muhammad YarRoll No 49

Operational CRM

Filtered Customer knowledgeStrengthened Customers knowledge

Analytical CRM

Segmentation Of Customers

Based on RFM Customer segmentation

VIPMain CustomersOrdinary customersScattered Customers

Increase Customer Loyalty

Collaborative CRM

Implementation of CRM

Sohaib Riaz

Roll NO 07

Factors Easy Interaction

Easy access to information

Abundant supply of customer information

Growth with customers

CRM Software Process of Implementing CRM

Strategic decision makingChoose an Project ManagerProject team commitmentUsed phased approach

Company Types that must use CRM Banking

Finance

Airlines and Hotels

Insurance

Tariq Mumtaz

Roll No 28

Multiple Commination channel

Web Channel Fax Channel Email Interactive TV

Channel IVR(Integrated voice

Response)

Database Workflow and

assignment Scalability

Tayyab UsmanRoll No 48

customer satisfaction Economy Technology

Muhammad NawazRoll No 18

Any Question??