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    Customer Relationship Management

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    Saroj Nepal
    Customer relationship management (CRM) involves processes, techniques, and technologies used by businesses to monitor and evaluate customer experiences and data over time to strengthen customer service, loyalty, and increase revenue. CRM systems allow businesses to analyze customer information and forecasts to provide different levels of service depending on customer value. While CRM can help businesses retain customers and gain millions in revenue, challenges include communication problems, lack of coordination, inadequate system integration, and need for staff training.

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    Customer Relationship Management

    Uploaded by

    Saroj Nepal
    247 views12 pages
    Customer relationship management (CRM) involves processes, techniques, and technologies used by businesses to monitor and evaluate customer experiences and data over time to strengthen customer service, loyalty, and increase revenue. CRM systems allow businesses to analyze customer information and forecasts to provide different levels of service depending on customer value. While CRM can help businesses retain customers and gain millions in revenue, challenges include communication problems, lack of coordination, inadequate system integration, and need for staff training.

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    customer relationship management

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    Customer relationship management (CRM) involves processes, techniques, and technologies used by businesses to monitor and evaluate customer experiences and data over time to strengthen customer service, loyalty, and increase revenue. CRM systems allow businesses to analyze customer information and forecasts to provide different levels of service depending on customer value. While CRM can help businesses retain customers and gain millions in revenue, challenges include communication problems, lack of coordination, inadequate system integration, and need for staff training.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    247 views12 pages

    Customer Relationship Management

    Uploaded by

    Saroj Nepal
    Customer relationship management (CRM) involves processes, techniques, and technologies used by businesses to monitor and evaluate customer experiences and data over time to strengthen customer service, loyalty, and increase revenue. CRM systems allow businesses to analyze customer information and forecasts to provide different levels of service depending on customer value. While CRM can help businesses retain customers and gain millions in revenue, challenges include communication problems, lack of coordination, inadequate system integration, and need for staff training.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 12
    At a glance
    Powered by AI
    The key takeaways are that CRM is used by businesses to monitor and evaluate customer experiences and data to strengthen customer service, encourage loyalty and increase revenue. It discusses different business models for CRM like basic transactors, pleasant transactors, customer satisfiers and relationship optimizers.

    The different business models for CRM discussed are basic transactors, basic connectors, pleasant transactors, customer satisfiers and relationship optimizers. Each have varying understanding of individual customers and emphasis on long term relationships.

    Some challenges faced in implementing CRM include communication problems due to lack of coordination, inadequate technological integration and issues related to staff education and training.

    Customer Relationship

    Management

    1
    What is CRM
     Customer relationship management (CRM)
    is a collection of processes, techniques, and
    technology that businesses use to monitor
    and evaluate customer experiences and
    data over the course of their relationship
    with them. The aim is to strengthen
    customer service interactions, encourage
    customer loyalty, and increase revenue.

    2
    Example of CRN
    Executives
    Summary Customer Business strategy/
    Analysis Process Change

    Customer/Opportunity Detailed Customer


    Information Forecasts Information

    Sales Team Management Input

    Management Input Sales Management


    Business Process Change

    Source: Smart Sales, ProSoft Technologies 3


    Importance of customer
     According to a new report on the
    electronic industry, a corporation loses
    an amount of $500,000 for every 1% of
    consumers lost.
     By increasing CRM capacities by 10%, a
    typical $1 billion company could gain
    $40 million in income.

    4
    Business Models for CRM
    BASIC TRANSACTORS-
     poor understanding of individual

    customers or desires-
     Focus on a high-quality service or

    product rather than a long-term


    customer relationship.-
     Make use of a mass marketing strategy.

    Source: http://www.crmcommunity.com
    5
    Business Models for CRM
     BASIC CONNECTORS
     Individual consumers or interests are
    only vaguely recognized.
     provides all customers with the same
    quality of service
     Departmental technologies and
    infrastructure are in place, with an
    emphasis on quality.

    6
    Business Models for CRM
    PLEASANT TRANSACTORS
     Recognize individual consumers' desires

    and interests.
     Place a premium on customer

    satisfaction.
     There is a lack of resources to provide

    reliable service around the organization.

    7
    Business Models for CRM
     CUSTOMER SATISFIERS
     Customers must be satisfied in order for
    sales sources to continue.
     An enterprise-wide emphasis on individual
    consumer profitability or lifetime value is
    limited.
     some real-time customer status
    identification through points of contact

    8
    Business Models for CRM
     RELATIONSHIP OPTIMIZERS
     Vary how each customer is treated
    around the company based on their
    value proposition.
     capture the customer's entire history
    through all platforms and goods
     cooperate on product creation and
    distribution with customers

    9
    Marketing Steps
     Mass marketing
     Target marketing
     Relationship marketing
     Customer relationship marketing

    10
    Challenges for CRM
     Communication problem.
     Widespread use due to a lack of
    coordination.
     Inadequate technological integration
     Staff Education and training issue

    11
    Thank you

    Any Queries?
    12

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