Brief about CRM
- 1. G Seeta
- 2. Origin of CRM The belief that customers are the real assets. The maturation of one-to-one transaction advent. Extensive use of software and technologies to maintain useful information and no manual labor. The realization of the benefits of utilizing information proactively and not reactively.
- 3. What is CRM? Customer relationship management (CRM) refers to the practices, strategies and technologies that companies use to manage, record and evaluate customer interactions in order to drive sales growth by deepening and enriching relationships with their customer bases.
- 4. CRM systems help you to gain a complete understanding of your customer CRM is not just a system – It’s a philosophy CRM will protect your vital customer data Access to CRM data in the office and on the road WHY CRM?
- 5. CRM gives a 360 degree view of your customer CRM can help to identify potential leads
- 6. CRM allows you to track the full customer life-cycle CRM Is not just for sales CRM can be customizable to your business Improves sales forecasting and opportunity management
- 8. Unclear goals will result in selecting a wrong vendor Support from the executive board is a must. Implement the tool based on the priorities Why CRM fails ?
- 9. Over customization Insufficient training Poor/dirty data Team dynamics plays a crucial role
- 10. Contineous monitoring triggers results CRM implementation is never complete There is usually no one single reason for failure of a CRM implementation. In most cases when a CRM implementation fails, we see several of these conditions.
- 11. Recommendations from people they know- 92% Consumer opinions posted online- 70% Editorial contents such as newspaper articles- 58% Branded websites- 58% Emails signed up for- 50% Customer Behaviour
- 12. Selecting and implementing CRM systems is a hugely complex task with difficulties at every stage. It will take longer than you expect, it will cost more than youexpect and you will never be the same afterwards.
- 13. THANK YOU..!
Editor's Notes
- #6: Up selling, downselling, buying pattrns….. From d demographics