Customer Relationship Management Model PowerPoint Presentation Slides
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The document outlines a comprehensive customer relationship management model, detailing various strategies and components necessary for effective customer interaction and retention. It emphasizes the importance of understanding customer needs, developing personalized services, and utilizing data for decision-making. Additionally, it includes insights on CRM stages, dashboards for tracking progress, and the significance of customer initiatives for business growth.
Customer Relationship Management Model PowerPoint Presentation Slides
- 2. www.company.com 2Agenda 09:00 am - 09:30 am This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Agenda 10:00 am - 10:30 am This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Agenda 10:30 am - 11:00 am This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Agenda 11:00 am - 11:30 am This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Agenda 11:30 am - 12:00 pm This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Agenda
- 3. Importance of Customer Initiatives www.company.com 3 2017 2018 2019 2020 2021 2022 Reach the customer Participate in global village Enhance executive decision making Enhance products & services Leverage investments Reduce costs Remain in business Increase revenue Optimize resources & minimize costs Customer initiatives Decision support initiatives Operational initiatives Financial Initiatives
- 4. Customer is the Focus www.company.com 4 Customer This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Strategy 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. Process 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
- 5. Core Vs Extended Customer Service Out Standing A Exceeds Expectations B Satisfactory C Unsatisfactory D Failing E 0 10 20 30 40 50 60 70 80 90 100 Core Service Satisfies Caring Service Delights Customer Expectation Perceived Value Customer Expectation Perceived Value www.company.com 5
- 6. www.company.com 6Customer Perceived Value 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 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.
- 7. 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. www.company.com Emphasis on Customer Transaction
- 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 40% 10% 18% 12% 20% Perceived Indifference 01 Miscellaneous 02 New Associations 04 Product Dissatisfaction 05 Completion 03
- 10. www.company.com 10 0.8x 0.4x 0.3x Cost Of Retaining Current Customer Cost Of Retaining Current Customer Cost Of Acquiring New Customer Adapt it to your needs and capture your audience's attention. Adapt it to your needs and capture your audience's attention. Adapt it to your needs and capture your audience's attention. Economics of Customer Retention
- 11. www.company.com 11 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. 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 CRM Model
- 12. Customer Lifecycle Management www.company.com 12 Customer Retention and Referrals For New Customers Customer Need Assessment and Acquisition Customer Development Through Personalization and Customization Customer Equity Leverage Through Cross Selling , and Up Selling 01 02 0304 CRM
- 13. Stages of CRM Collecting Information Storing Information Accessing Information Analyzing Customer Behavior Marketing More Effectively Enhancing The Customer Experience Stage 01 Stage 02 Stage 03 Stage 04 Stage 05 Stage 06 www.company.com 13
- 15. Process of E-CRM Customer knowledge Quality of Service Customer Retention Process Optimization Customer Database Workflow Analysis Customer History Customer Satisfaction Multi-Channel Customers Phone Mail Web Visit E-mail Fax Actions & Alarms Management Customer Support Service Request Management Satisfaction Inquiry Sales Department Mobile Client SFA Sales Document Generation Planning Prospects Management & Sales Action Sales Administration Campaign Management Call Center Marketing Department Indicators Segmentation Targeting www.company.com 15
- 16. CRM Process www.company.com 16 Marketing Prospecting Web Qualify Design Engineer Specify Propose Quote Collections Receivables Deliver on Expectations Define Expectations Close Order Process Negotiate Support Customer Relationship Management
- 17. www.company.com 17Basic CRM and Enhanced CRM Get Quote CRM on Demand Basic CRM Meet Support Lead Prospect Quality Repurchase Service Delivery Order Quote
- 18. CRM Capabilities www.company.com 18 • Run campaigns • Generate leads • Form a database • Assign leads • Qualify leads • Convert leads • Track opportunities • Deliver products • Produce invoices • Manage cases • Conduct trainings • Provide service • Develop knowledge base. CRM Sales Support Marketing Orders
- 19. CRM Dashboard (Pipeline by Sales Stage) www.company.com 19 $24,070,000,00 $11,830,000,00 $18,030,000,00 $7,090,000,00 $36,020,000,00Total Quality Develop Propose Close 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.
- 20. $350.0 $1.0 $700.0 $470.0 Actual Target CRM Dashboard (Actual Vs. Target Revenue) www.company.com 20
- 21. www.company.com 21 C ffee Break!Coffee Intermission 20 Minute’s
- 22. CRM Dashboard (Opportunity by Rating) 18 32 45 0 10 20 30 40 50 Cold Hot Warm COUNTALLOPPORTUNITY Rating Open Opportunity This slide is 100% editable. Adapt it to your needs and capture your audience's attention. www.company.com 22
- 23. CRM Dashboard (Current Lead Status) 0 5 10 15 20 25 Carol Doe Tom Parker Peter Smith Tony John John Clark Jonson Carol New Assigned In process Converted Recycled www.company.com 23
- 24. CRM Dashboard (Leads by Source) www.company.com 24 50% 32% 8% 10% Advertisement This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Online site 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.
- 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. DealsByExpectedCloseDate 0 3 6 9 12 15 18 21 24 Jul Aug Sep 45% 35% 12%
- 26. 60 Day 90 Day30 Day Deal Acquisition 30 New Deals 60% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Lead Acquisition 15 Touched Leads 30% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 60 Day 90 Day30 Day CRM Dashboard (Lead Acquisition & Deal Acquisition) www.company.com 26
- 27. CRM Dashboard (Top Customers) www.company.com 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 Customer 9 Customer 10 Top Customers
- 28. CRM Dashboard Template 0 2 4 6 8 10 12 Sun Mon Tue Wed Thu Fri Sat Week Income www.company.com 28 New orders35% New clients49% Open tickets27% Closed tickets20%
- 29. www.company.com 29CRM Dashboard (KPIs) Active Subscribers This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 40% 30% 20% 10% Subscriber 1 Subscriber 2 Subscriber 3 Subscriber 4 Acquisition This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 0 10 20 30 40 50 60 70 80 90 Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 2015 2016 2017 Revenue This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 0 10 20 30 40 50 60 70 80 90 100 14-Aug 15-Aug 16-Aug 17-Aug 2015 2016 2017 K K K K K K K K K K K
- 30. www.company.com 30CRM (Sales Rep Dashboard) Opp Duration by Pipeline This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 5-Negotiation 4-Proposal 1-Identity 2-Qualification 3-Develop 01 02 03 04 05 65 58 47 35 20 Actual Vs. Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 0 2000 4000 6000 8000 1 2 3 4 Sum(Actual Money) $ Sum(Target Money) $ Opportunities Est. Close Next 25 Days This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 80% 20% 80-Proposal 20-Negotiation
- 31. www.company.com 31 CRM Dashboard (Project Management) 45% 25% 10% 12% 8% Crime Horror Adventure Fact Children's Books Project Types 45% 25% 10% 12% 8% X Large Large Medium Small X Small Project Size Total Projects 15 Projects on Hold 30 Overdue Projects 20 Available Resources 50% Schedule 80
- 32. CRM Dashboard (Sales Dashboard Template) Month over month closing trend $0.0 $2.0 $4.0 $6.0 $8.0 $10.0 Q 1 2014 Q 2 2015 Q 3 2016 Q 4 2017 Total lead ownership60% 10% 30% Jeff Smith John Daniel Peter Clark Lead owner breakdown 0% 50% 100% Lest Converted Open Jeff Smith Peter Clark John Daniel Sales by product march 2017 $0.0 $2.0 $4.0 $6.0 $8.0 $10.0 Product A Product B Product C Product D Product E Revenue Profit Quanity www.company.com 32
- 33. CRM Dashboard (This Year Sales Vs. Last Year Sales) SalesGivenInFiscalMonth $0 $10 $20 $30 $40 $50 $60 $70 $80 $90 $100 Jan Feb Mar Apr May Jun Jul Aug This Year Sales Last Year Sales www.company.com 33
- 34. CRM (Marketing Dashboard) www.company.com 34 Leads Per Week $0 $10 $20 $30 $40 $50 $60 $70 $80 $90 $100 1 Week 2 Week 3 Week 4 Week Leads This Week (Query) Target (30) 47% 30%
- 35. CRM Dashboard (Intranet Dashboard) www.company.com 35 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. 0 2 4 6 8 10 2015 2016 2017 Country 1 Country 2 Country 3 Country 2015 2016 2017 40k 30k 20k 10k 0k Events Count 1 2.8 3.7 2.8 4.9 2 2 3 1 2015 2016 2017 0k 20k 30k Page views Page views 6/2017 5/2015 2/2016 60% 25% 15%
- 37. www.company.com 37 Stacked Column 30 40 60 80 100 120 140 180 200 80 110 140 170 206 230 260 270 370 0 50 100 150 200 250 300 350 400 450 500 550 600 2010 2011 2012 2013 2014 2015 2016 2017 2018 Dollars(Inthousands) This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Product 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Product 02
- 38. www.company.com 38 Stacked Line Chart Product 01 Product 02 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 In years 70% 25%
- 39. www.company.com 39 Pie Chart 30% 25% 20% 10% 15% Product 01 Product 02 Product 05 Product 03 Product 04
- 40. www.company.com 40 Bar Graph 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
- 41. www.company.com 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 100% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Product 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Product 02
- 42. www.company.com 42 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 5% 15% 20% 22% 32% 40% 46% 35% Highest Sale
- 43. www.company.com 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Product 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Product 02
- 44. www.company.com 44 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 1 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Product 2 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 45. www.company.com 45 Combo Chart 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
- 47. Vision Mission Goal Our Mission • 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. www.company.com 47
- 48. Meet Our Team 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. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 49. www.company.com 49 • 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. About Us Target Audiences Preferred by Many Values Client
- 50. Comparison www.company.com 50 2017 Male 25 35 45 65 0 10 20 30 40 50 60 70 Jan Feb Mar Apr 15 25 35 40 0 5 10 15 20 25 30 35 40 45 Jan Feb Mar Apr 2017 Female
- 51. Financial www.company.com 51 Minimum This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 35% Medium This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 55% Maximum This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 95%
- 52. Quotes Mark Zuckerberg People Don’t Care About What You Say, They Care About What You Build.
- 53. Dashboard www.company.com 53 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. 40 This slide is 100% editable. 40%
- 55. 25 May This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 19 Feb This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Timeline 2012 16 Jan This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2013 2014 START www.company.com 55
- 56. www.company.com 56Timeline (Continued...) 29 Apr This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2016 14 Aug MayThis slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2017FINISH 2015 20 Mar This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 57. www.company.com 57 Postit 01 This slide is 100% editable. 02 This slide is 100% editable. 03 This slide is 100% editable. 04 This slide is 100% editable.
- 58. 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. NEWSPAPER This slide is 100% editable. 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. www.company.com 58
- 59. Puzzle 01 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 0204 03 www.company.com 59
- 60. www.company.com 60 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Target
- 61. Circular 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. 01 02 03 04 05 06 www.company.com 61
- 62. Venn www.company.com 62 01 040302 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 05 06 07 08 01 02 03 04 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. This slide is 100% editable. This slide is 100% editable. www.company.com 63
- 64. Matrix www.company.com 64 HighLow Low Question Mark High Star Cash Cow Dogs This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 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 www.company.com 65
- 66. www.company.com 66 Hierarchy Name Here Designation Name Here Designation Name Here Designation Name Here Designation Name Here Designation Name Here Designation Name Here Designation
- 67. Bulb 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. www.company.com 67
- 68. Magnifying Glass www.company.com 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.
- 69. Funnel 01 02 03 04 05 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. www.company.com 69
- 70. Thank You Address # street number, city, state Email Address: emailaddress@123.com Contact Numbers: 0123456789