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7/29/2019 crm.......ppt-1.ppt
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MADE BY: ADITI
GOYAL
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1. NEED
2. WANT/DESIRE
3. DEMAND
4. MARKET
5. MARKETING.
BASIC KEY TERMS
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NEED,WANT/DESIRE,DEMAND
NEED: It is a basic necessity without which a
person cannot exist. E.g.:-Water, Food, Air, etc..
WANTS/DESIRE : It is something that you decideto get but without which you can survive and
exist. Eg.:- Car , A.C , etc..
DEMAND :Is that want of us for which we havepurchasing power for it.
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MARKET & MARKETING
MARKET: A market is public gathering held for
buying and selling merchandise(product).A place
where goods are offered for sale.
MARKETING: It is an organizational function and
set of processes for creating, communicating, and
delivering value to the customer and for
managing customer relationship in way thatsbenefits the organization and its stake holder.
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MARKETING MIX OF 7Ps
1. PLACE
2. PRODUCT
3.PRICE
4. PROMOTION
5. PHYSICAL
EVIDENCE
6. PEOPLE
7. PROCESS.
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Customer Relationship Management
CRM is a comprehensive strategy and process
of acquiring, retaining, and partnering with
selective customer to create superior value for
the company and the customer.
CRM processes that help form individualized
relationships with customers (to improve
customer satisfaction) and provide the highest
level of customer service to the most
profitable customers.
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Why does the organization need CRM?
The ultimate purpose of CRM, like any organizationalinitiative, is to increase profit.
CRM not only improves the service to customers but also a
good CRM capability will also reduce costs, wastage, and
complaints.
Its a opening lines of communications with your customers
gives you direct constant market reaction to your products,
services and performance, far better than any market survey.
Good CRM also helps you grow your business: customers stay
with you longer; referrals to new customers increase from
increasing numbers of satisfied customers.
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Components of CRM
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Characteristics of excellent CRM
The following characteristics areassociated with delivery of excellentCRM:
Reliability
Responsiveness Safety
Courtesy
Consideration
Communication Recognizing the customer
Competence
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Benefits of effective CRM
Reduced costs.
Increased customer satisfaction, because
they are getting exactly what they want
(i.e.., exceeding expectations).
Growth in numbers of customers .
Maximization of opportunities (eg.,
increased services, referrals, etc.).
Increased access to a source of market
and competitor information.
Long term profitability and sustainability.
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Types of CRM
1. Operational CRM: Its also known as Front office CRM.E.g.- to sales, marketing and service staff.
2. Analytical CRM: Its also known as Back office CRM.
E.g.- Hr manager.
3. Collaborative CRM: It is an approach to (CRM) in whichthe various departments of a company, such as sales,
technical support, and marketing, share any information they
collect from interactions with customers by using Personal
interaction, letter, fax, phone, Internet, e-mail etc. Forexample, Customer feedback gathered from a technical
support session could inform marketing staff about products
and services that might be of interest to the customer.
http://searchcrm.techtarget.com/definition/CRMhttp://searchcrm.techtarget.com/definition/CRM7/29/2019 crm.......ppt-1.ppt
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