1. Customer Loyalty and Technology as CRM tool
Presented by:
AmitDubey201034
JeetPradhan 201070
Rahul Pathak201072PankajShukla201095
Ajit Singh 201096

2. What is CRM?
End-to-end customer management
Process enabled by set of technologies
Process designed to integrate all customer interactions through all channels
Like all processes organisational change is needed
CRM systems need information and applications support
CRM processes should be consistent and repeatable
3. Illusion of Customer Relationship Management
Customers are not outsiders.
We are all customers of utilities, service providers, financial institutions, government agencies.
CRM is about how WE want to be treated by our service providers.
When we talk about customers (THEM), we mean us
How do you want to be treated by your service providers?
That is exactly how your customers want to be treated by you.
4. Customer Service and Customer Satisfaction
Poor customer service is still pervasive despite awareness of the need for and benefits of improved customer service.
Many organisations have not changed their business processes to deliver improved customer service and provide what customers want.
Improved customer service means optimising end-to-end processes from the customer viewpoint

Involves linking multiple internal processes to get cross-functional view from customer perspective