CRM Life Cycle Phases And Project Management PowerPoint Presentation Slides
1 like1,558 views
The document outlines the phases of the CRM life cycle and the significance of customer initiatives in project management. It includes various components of customer relationship management such as customer perception, transaction vs. relationship marketing, and the costs of customer retention. The document also features dashboards and metrics related to sales, customer interactions, and project management to enhance overall customer engagement and decision-making.
CRM Life Cycle Phases And Project Management PowerPoint Presentation Slides
- 1. CRM Life Cycle Phases and Project Management Your Company Name
- 2. Agenda WWW.COMPANY.COM 2 01 Agenda This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 02 Agenda This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 04 Agenda This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 03 Agenda This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 3. Importance of Customer Initiatives WWW.COMPANY.COM 3 2017 2018 2019 2020 2021 2022 Reduce costs Leverage investments Enhance products & services Enhance executive decision making Reach the customer Participate in global village Remain in business Increase revenue Optimize resources & minimize costs Decision Support Initiatives Customer Initiatives Operational Initiatives Financial Initiatives
- 4. WWW.COMPANY.COM 4 Customer is the Focus CustomerStrategy This slide is 100% editable. Adapt it to your needs and capture your audience's attention. People This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Systems This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Process This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Structure This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 5. Core vs Extended Customer Service WWW.COMPANY.COM 5 Core Service Satisfies Caring Service Delights Customer Expectation Perceived Value Customer Expectation Perceived Value Failing E Unsatisfactory D Satisfactory C Out Standing A Exceeds Expectations B
- 6. Customer Perceived Value WWW.COMPANY.COM 6 Customer Perceived Value Total Customer Benefit Product benefit Services benefit Personnel benefit Image benefit Total Customer Cost Monetary cost Time cost Energy cost Psychological cost
- 7. Emphasis on Customer Transaction WWW.COMPANY.COM 7 Service’s Customer Understanding And Analysis Service’s Long –Team Customer Relationship Service’s Transactions Customer Interactions CHANNELS CHANNELS CUSTOMER TRANSACTION ▪ This slide is 100% editable. Adapt it to your needs and capture your audience's attention. ▪ This slide is 100% editable. Adapt it to your needs and capture your audience's attention. ▪ This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 8. Transaction Vs Relationship Marketing WWW.COMPANY.COM 8 TRANSACTION One- Time Managing Brands Mass Communication Market Share Profitability Of Transaction Brand Equity RELATIONSHIP Ongoing Managing People Individual Communication Customer Share Profitability Of Longevity Customer Share Equity
- 9. Why Customers Move Away WWW.COMPANY.COM 9 45% 15% 20% 7% 13% 02 Competition 04 Miscellaneous 05 New Associations 01Perceived Indifference 03 Product Dissatisfaction
- 10. Economics of Customer Retention WWW.COMPANY.COM 10 Cost of retaining current customer Cost of acquiring new customer Cost of retaining current customer 8X 25-50X 35-70X This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 11. CRM Model WWW.COMPANY.COM 11 01 03 04 02 Differentiate Based On Customer Needs, Characterist-ics And Behaviors Develop Products, Services, Channels To Meet Customers Needs Retain Valuable Customers Interact With Customers And Prospective Customer Understand Customers’ Needs Customize By Customer Segment Acquire Customers And Prospective Customer Deliver Increased Value To Customer Acquire & Retain This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Understand & Differentiate This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Interact & Deliver This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Develop & Customize This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 12. Customer Lifecycle Management WWW.COMPANY.COM 12 01 02 0304 CRM Customer Retention And Referrals For New Customers Customer Equity Leverage Through Cross Selling , And Up Selling Customer Need Assessment And Acquisition Customer Development Through Personalization And Customization
- 13. Stages of CRM WWW.COMPANY.COM 13 Collecting Information Storing Information Accessing Information Analyzing Customer Behavior Marketing More Effectively Enhancing The Customer Experience
- 14. CRM Components WWW.COMPANY.COM 14 Staff Customer Customer sales Customer marketing Customer field service Customer service Customer analysis & reporting Self-serve channels Customer interaction center Various System
- 15. Process of E-CRM 15 Campaign Management Actions & Alarms Management Customer Satisfaction Multi-Channel Customer Database Workflow Analysis Customer History Mobile Client SFA Sales Document Generation Planning Prospects Management & Sales Action Sales Administration Indicators Segmentation Targeting Customer Mail E-mail Fax Web Visit Phone
- 16. Close Order Process Define Expectations Deliver on Expectations SupportNegotiate Marketing Prospecting Web Qualify Design Engineer Specify Propose QuoteCollections Receivables CRM Process Customer Relationship Management
- 17. Basic CRM and Enhanced CRM www.company.com 17 Service Delivery Order Quote Meet Repurchase Support Lead Prospect Quality Get Quote @
- 18. CRM Capabilities CRM Marketing Support Orders Sales • Deliver Products • Produce invoices • Manage cases • Conduct trainings • Provide service • Develop knowledge base. • Assign Leads • Qualify Leads • Convert Leads • Track Opportunities • Run campaign • Generate leads • Form a database WWW.COMPANY.COM 18
- 19. CRM Dashboard (Pipeline by Sales Stage) WWW.COMPANY.COM 19 Blank Quality Develop Propose Close 01 02 03 04 05 $24,070,000,00 $11,830,000,00 $18,030,000,00 $7,090,000,00 $36,020,000,00
- 21. Let’s Have a Break, We'll Come Back After 15 Minutes Coffee Break!
- 22. CRM Dashboard (Opportunity by Rating) WWW.COMPANY.COM 22 CountallOpportunity 20 28 42 10 30 50 Cold Hot Warm Rating Open Opportunity
- 23. CRM Dashboard (Current Lead Status) WWW.COMPANY.COM 23 0 5 10 15 20 25 30 Carol Doe Tom Parker Peter Smith Tony John John Clark Jonson Carol New Assigned In Process Converted Recycled
- 24. CRM Dashboard (Leads by Source) WWW.COMPANY.COM 24 31% 29% 25% 15% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Advertisement This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Email Campaign This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Exhibition This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Online Site
- 25. CRM Dashboard (Deals by Expected Close Date) WWW.COMPANY.COM 25 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Deals by Expected Close Date 0 4 8 12 16 20 24 Jul Aug Sep 40% 30% 15%
- 26. CRM Dashboard (Lead Acquisition & Deal Acquisition) WWW.COMPANY.COM 26 Lead Acquisition 40 Touched Leads 20% 60 Day 90 Day30 Day Deal Acquisition 60 Day 90 Day30 Day 60 New Deals 30%
- 27. 0 5 10 15 20 25 30 35 40 45 50 Customer 1 Customer 2 Customer 3 Customer 4 Customer 5 Customer 6 Customer 7 Customer 8 Customer9 Customer 10 CRM Dashboard (Top Customers) WWW.COMPANY.COM 27 TopCustomers
- 28. CRM Dashboard Template WWW.COMPANY.COM 28 Open Tickets 15% Closed Tickets 8% New Orders 20% New Clients 35% 0 2 4 6 8 10 Sun Mon Tue Wed Thu Fri Sat Week Income
- 29. CRM Dashboard (KPIs) WWW.COMPANY.COM Active Subscribers This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Revenue This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Acquisition This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 50% 30% 15% 5% Subscriber 1 Subscriber 2 Subscriber 3 Subscriber 4 0 20 40 60 80 100 14-Aug 15-Aug 16-Aug 17-Aug 2016 2017 K K K K K K 0 20 40 60 80 100 Week 1Week 2Week 3Week 4Week 5Week 6 2015 2016 2017
- 30. CRM (Sales Rep Dashboard) WWW.COMPANY.COM This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 80% 20% 80-Proposal 20-Negotiation Opportunities Est. Close Next 25 Days 0 2 4 6 8 1 2 3 4 Actual vs Goal Sum(Actual Money) ($) Sum(Target Money) ($) 5-Negotiation 4-Proposal 1-Identity 2-Qualification 3-Develop 01 02 03 04 05 65 58 47 35 20 Opp Duration by Pipeline
- 31. CRM Dashboard (Project Management) 35% 24% 16% 13% 12% Crime Horror Adventure Fact Children's Books Project Types 55% 15% 12% 10% 8% X Large Large Medium Small X Small Project Size Total Projects 25 Projects on Hold 40 Overdue Projects 10 Available Resources 40% Schedule 70
- 32. CRM Dashboard (Sales Dashboard Template) WWW.COMPANY.COM 32 Month over month closing trend This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Total lead ownership This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Lead Owner Breakdown This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Sales by product March 2017 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. $0.0 $1.0 $2.0 $3.0 $4.0 $5.0 $6.0 $7.0 $8.0 $9.0 $10.0 Product A Product C Product C 0% 50% 100% Lest Converted Open Jeff Smith Peter Clark John Daniel $0.0 $1.0 $2.0 $3.0 $4.0 $5.0 $6.0 $7.0 $8.0 $9.0 $10.0 Product A Product B Product C Product D Product E Revenue Profit Quanity Jeff Smith John Daniel Peter Clark 5% 59% 36%
- 33. CRM Dashboard (This Year Sales Vs. Last Year Sales) WWW.COMPANY.COM 33 Sales Given in Fiscal Month This Year Sales $0 $10 $20 $30 $40 $50 $60 $70 $80 $90 $100 Jan Feb Mar Apr May Last Year Sales $0 $10 $20 $30 $40 $50 $60 $70 $80 $90 $100 Jan Feb Mar Apr May
- 34. CRM (Marketing Dashboard) WWW.COMPANY.COM 34 Leads Per Week $0 $20 $40 $60 $80 $100 $120 1 Week 2 Week 3 Week 4 Week Leads This Week (Query) Target (40) 56%0 100 20 10 30 40 80 90 70 60 50
- 35. CRM Dashboard (Intranet Dashboard) WWW.COMPANY.COM 35 6/2015 5/20162/2017 0 2 4 6 8 10 12 2015 2016 2017 Country 1 Country 2 Country 3 2015 2016 2017 40k 30k 20k 10k 0k 2015 2016 2017 0k 20k 30k Page views This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Country This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Events Count This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Page views This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 36. Bar Graph
- 37. Stacked Column 200 180 140 120 100 80 60 40 30 370 270 260 230 206 170 140 110 80 0 50 100 150 200 250 300 350 400 450 500 550 600 2010 2011 2012 2013 2014 2015 2016 2017 2018 Dollars(Inthousands) Product 01 Product 02
- 38. 0 10 20 30 40 50 60 70 80 FY 01 FY 02 FY 03 FY 04 FY 05 FY 06 FY 07 FY 08 Inpercentage Product 01 Product 02 70% 25% Stacked Line Chart
- 39. Pie Chart 30% 25% 20% 10% 15% Product 01 Product 02 Product 05 Product 03 Product 04
- 40. Stacked Line Chart 9,000 11,000 13,000 15,000 5,000 7,000 9,000 11,000 13,000 15,000 2015 2016 2017 2018 Highest Product 01 Product 02
- 41. Area Chart 0 10 20 30 40 50 60 70 80 90 100 FY 12FY 11FY 10FY 09FY 08FY 07FY 06FY 05FY 04FY 03FY 02FY 01 InPercentage Product 01 Product 02
- 42. Bar Chart 0 50 100 150 200 250 300 350 400 450 500 550 600 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Dollars(Inthousands) Year 2017 600
- 43. Scatter Bubble Chart 12 10 30 50 48 43 25 23 $0.00 $10.00 $20.00 $30.00 $40.00 $50.00 $60.00 0% 10% 20% 30% 40% 50% Inprice Highest Sale Product 01 Product 02
- 44. 0 1 2 3 4 5 6 7 8 9 10 0 10 20 30 40 50 60 70 80 90 100 FY 01 FY 02 FY 03 FY 04 FY 05 FY 06 FY 07 FY 08 GrowthRate(%) MarketSize(RMB100Million) In Years Product 01 Product 02 Product 03 Combo Chart
- 45. Radar Chart 0 5 10 15 20 25 30 35 02-05-2018 06-05-2018 07-05-2018 09-04-2018 11-05-2018 12-05-2018 Product 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Product 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 48. WWW.COMPANY.COM 48 Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Meet Our Team
- 50. Comparison WWW.COMPANY.COM 50 70 45 25 95 Male (In Percentage) 85 75 35 90 Female (In Percentage)
- 51. Financial WWW.COMPANY.COM 51 40% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Minimum 50% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Medium 60% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Maximum
- 52. Quotes WWW.COMPANY.COM 52 It’s not just about being better. It’s about being different. You need to give people a reason to choose your business. …Tom Abbott
- 53. Dashboard WWW.COMPANY.COM 53 60% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. HIGH SPEED 0 100 20 10 30 40 80 90 70 60 50
- 55. Timeline www.company.com 55 2014 2015 StartSTART This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 56. Timeline(Continued…) 56 2014 2015 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. END
- 57. Post It Notes www.company.com 57 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 02 03 04
- 58. Newspaper www.comany.name 58 Today’s NewsThis slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 59. Puzzle WWW.COMPANY.COM 59 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 60. Target WWW.COMPANY.COM 60 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 61. Circular WWW.COMPANY.COM 61 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 62. Venn WWW.COMPANY.COM 62 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 63. Lego WWW.COMPANY.COM 63 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 02 03
- 64. Matrix WWW.COMPANY.COM 64 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. HighLow Low High
- 65. WWW.COMPANY.COM 65 This slide is 100% editable. This slide is 100% editable. This slide is 100% editable. This slide is 100% editable. This slide is 100% editable. This slide is 100% editable. Mind Map
- 66. WWW.COMPANY.COM 66 Hierarchy Name Here Designation Name Here Designation Name Here Designation Name Here Designation Name Here Designation Name Here Designation
- 67. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Bulb&Idea
- 68. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. MagnifyingGlass
- 69. Funnel WWW.COMPANY.COM 69 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 02 03
- 70. Address # street number, city, state Email Address: emailaddress@123.com Contact Numbers: 0123456789 Thank You