SlideShare una empresa de Scribd logo
1 de 7
CRM Process
CRM Process is defined as any group of action that is instrumental in the achievement of the
output of an operation system in accordance with a specified measure of effectiveness.

The final objective of the CRM Process is to originate a powerful new tool for customer
retention

The CRM implementation and success rate purely depend upon the process, which includes the
future, revenue, customer value, customer retention, customer acquisition and profitability.

Benefits of CRM Process
Ability to retain loyal and profitable customers and channels for rapid growth of the business
project.

Acquiring the right customers based on known characteristics which drives growth and increased
profit margins

Increasing individual customer margins, while offering right products at the right time

A Closed Loop CRM Process
Gathering information - About customers and data comes from both external and internal
sources

Perform Data aggregation - Here the data is merged and compressed into a complete view of
the customer. A large customer data depository is produced.

Create exploration warehouses - These are the extracts of customer data needed to support
specific analysis. Such as customer profitability and predictive modeling.

Execution of strategies - Execute these strategies by developing and launching marketing
campaigns across targeted segments of customers. Campaign execution inevitably results in an
interaction with customers.

Finally, once a customer interaction takes place and the customer responds, capture that response
and “recycle” it to use in the on-going learning, analysis, and refinement process
Necessities for an effective Process Planning
CRM Process is the systematic determination of the methods by which a project is to be
implemented, economically and competitively.

Process planning is the intermediate stage between project kick off and implementation.

Creatively translate business innovation, structural transformation and value measures into
CRM investment priorities

Continually refine iteration approach based on the following five major areas.
   • Customer
   • Competition
   • Market
   • Growth
   • Technology innovation
Process Selection Procedure
   • Major technological changes
   • Minor technological changes
   • Specific component choice
   • Process flow choice
Major Technological Changes
Does technology exist or not ?
Are there competing technologies between which we should choose?
Should technology be developed in the country itself?
Should innovations be licensed from foreign countries?
Minor Technological Changes

Once the major technological choice is made there may be a number of minor technological
process available

Additional Modules – Customization of Software

Director should be involved in evaluating costs and for consistency of the desired product

Deciding the best combination of process in terms of costs and the operation process.

Specific Component Choice
What type of hardware is to be used?
How effectively the technology is to be used?
Process flow choice - The final process selection step determines how
the CRM product will move through the system
An Insight into E-CRM
E-CRM/On Line CRM

   •   Online CRM implies an additional means of communication and level of interaction with
       the customer where there is a real difference in the technology and its architecture, which
       allows for ease and self service to customers

Need to Adopt E-CRM

   •   Optimize the value of inter-active relationships.
   •   Enable business to extend its personalized messaging to the web and E-Mail.
   •   Coordinate Marketing initiatives across all customer channels.
   •   Leverage customer information for more effective e-marketing and e business
   •   Focus Business on improving customer relationships and earning a greater share of each
       of customers business through consistent measurement, assessment and “actionable”
       customer contact strategies.

Basic requirements of E-CRM

   •   Electronic channels-Web Personalized E-Messaging medium for fast interaction
   •   Enterprise-touch and shape a customers experience across the entire organization
   •   Empowerment-Customer Empowerment
   •   Economics-provides the greatest return customer communication initiatives.
   •   Assessment-Evaluation results
   •   Outside information-use of customer sanctioned external information.

Steps in building an E-CRM Solution
   • Define business objectives
   • Assess its current sophistication along the E-CRM continuum in terms of process and
       technology.
   • Define Business processes and changes needed to support its goals.
   • Plan and timetable to implement processes.
   • Erect the necessary data warehouse to attain a consolidated view of the customers
   • Select implement and integrate the required E-CRM applications.

Three Dimensions of E-CRM
   • Acquisition Getting
   • Expansion
   • Retention
Key E-CRM Features
   • Focused on process-reduces the technology gap.
   • Driven by a Data warehouse
   • Focused on a multi-channel view of customer actions Across channels.
   • Based on consistent metrics to asses customer actions across channels.
   • Built to accommodate the new market dynamics that place the customer in control.
   • Structured to identify a customers profitability or profit potential and determine effective
      investment allocation decisions accordingly
   • Scalable to meet growth and performance needs
Introduction to CRM

          The approaches in marketing functions are constantly changing in tune with the
changing challenges that are faced at the market fronts. Today, marketers consider retaining of
customers as a much more challenging job than acquiring customers in the context of growing
competitive forces.
             Thus, the traditional transactional approach of marketing became insufficient to
achieve the marketing goals and necessitated the emergence of a new approach namely
Relationship Marketing.

Traditional Transaction Approach:
             The focus on this type of approach is on individual transaction and does not concern
continuous relationship with customers. It does not contain a strategic long term perspective. The
customers are viewed as outsiders to the business. Very little attention is paid to the customer
services and customer commitments.
Relationship Marketing:
                  This focuses on continuous multiple transactions rather than isolated individual
transactions. The customers are viewed as insiders to the business and aims to build a long -term
and never -ending relationship with them. It focuses on developing a hard core loyal customers
with the idea of retaining them forever.

The relationship Marketing approach has gradually taken the shape of Customer Relationship
Management.

Customer Relationship Management focuses more widely on customers and on the entire
functions connected.

Definition of Customer Relationship Management:

             “a management process of acquiring customers by understanding their
requirements, retaining customers by fulfilling their requirements more than their expectations
and attracting new customers through customer specific strategic marketing approaches. The
process invites total commitment on the part of the entire org in evolving and implementing
relationship strategies that would be rewarding to all concerned”

Significance of CRM:
The following are some of the points that gives an overview about the importance of Customer
Relationship Management
   •     Reduction in customer recruitment cost.
   •     Generation of more and more loyal customers.
   •     Expansion of customer base.
   •     Reduction in advertisement and other sales promotion expenses.
   •     Increase in the number of profitable customers.
   •     Easy introduction of new products.
   •     Easy business expansion possibilities.
Emerging Concepts of CRM
1. Conceptual Framework of Customer Relationship Management
2. CRM: A Research Agenda
3. Implications of Globalization on Customer Relationship Management
4. Effective Customer Relation Management Through Customer Knowledge Management
5. A Generalized Model for the Structure of Business Relationships: A Meta-analysis of
Relationship Literature
6. Regain Management: Issues and Strategies
7. Winning Markets through Effective Customer Relationship Management
 CRM Portal

NEED FOR CRM
   Reduction in customer recruitment cost
   Generation of more and more royal customer
   Expansion of customer base
   Reduction in advertisement & other sales promotion expenses
   Benefiting customer selectivity approach
   Increase in number of profitable customers
   Easy introduction of new products
   Easy business expansion possibilities
   Increase in customer partnering

CRM APPLICATIONS
The CRM applications are a convergence of
   1. Functional Components
   2. Channels
And the Functional components include:
    Sales Applications
    Marketing Applications
    Customer Service and Support Application

SALES APPLICATIONS
   Sales Forecasting
   Proposal Generation and Management
   Compensation
   Pricing
   Territory Assignment and Management
   Expense Reporting

MARKETING APPLICATIONS
   Marketing Campaign Planning, Execution and Analysis.
   Budgeting and Forecasting
   A Marketing Encyclopedia
   List Generation and Management
CUSTOMER SERVICE AND SUPPORT APPLICATIONS
   Customer care
   Field Service
   Problem and Solution Database
   Service agreements and Contracts

Más contenido relacionado

La actualidad más candente

Electronic Customer Relationship Management (E-CRM)
Electronic Customer Relationship Management (E-CRM)Electronic Customer Relationship Management (E-CRM)
Electronic Customer Relationship Management (E-CRM)Aldwin John Sicapiro
 
Call Centre CRM
Call Centre CRMCall Centre CRM
Call Centre CRMjuliawitz
 
Payne's model of crm
Payne's model of crmPayne's model of crm
Payne's model of crmSOUGATA PAN
 
Customer relationship management
Customer relationship management Customer relationship management
Customer relationship management Mohit Yadav
 
MIS 13 Customer Relationship Management
MIS 13 Customer Relationship ManagementMIS 13 Customer Relationship Management
MIS 13 Customer Relationship ManagementTushar B Kute
 
Management Information Systems in the Banking Sector
Management Information Systems in the Banking SectorManagement Information Systems in the Banking Sector
Management Information Systems in the Banking SectorIshan Parekh
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship managementOmkareshwar Banore
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship ManagementPriyaRamalingam5493
 
Distribution channel-decisions ppt
Distribution channel-decisions pptDistribution channel-decisions ppt
Distribution channel-decisions pptVijayakumar Kumar
 
Service marketing- customer relationship management
Service marketing- customer relationship managementService marketing- customer relationship management
Service marketing- customer relationship managementsksbatish
 

La actualidad más candente (20)

Electronic Customer Relationship Management (E-CRM)
Electronic Customer Relationship Management (E-CRM)Electronic Customer Relationship Management (E-CRM)
Electronic Customer Relationship Management (E-CRM)
 
Crm new1
Crm new1Crm new1
Crm new1
 
Changing dynamics
Changing dynamicsChanging dynamics
Changing dynamics
 
Call Centre CRM
Call Centre CRMCall Centre CRM
Call Centre CRM
 
Payne's model of crm
Payne's model of crmPayne's model of crm
Payne's model of crm
 
E business strategy
E business strategyE business strategy
E business strategy
 
Customer relationship management
Customer relationship management Customer relationship management
Customer relationship management
 
CRM Concepts
CRM Concepts CRM Concepts
CRM Concepts
 
Crm unit 1
Crm unit 1Crm unit 1
Crm unit 1
 
Module ii
Module iiModule ii
Module ii
 
MIS 13 Customer Relationship Management
MIS 13 Customer Relationship ManagementMIS 13 Customer Relationship Management
MIS 13 Customer Relationship Management
 
Management Information Systems in the Banking Sector
Management Information Systems in the Banking SectorManagement Information Systems in the Banking Sector
Management Information Systems in the Banking Sector
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
 
Distribution channel-decisions ppt
Distribution channel-decisions pptDistribution channel-decisions ppt
Distribution channel-decisions ppt
 
Internal appraisal
Internal appraisalInternal appraisal
Internal appraisal
 
e-CRM in Banks
e-CRM in Bankse-CRM in Banks
e-CRM in Banks
 
E- CRM
E- CRME- CRM
E- CRM
 
Customer satisfaction
Customer satisfactionCustomer satisfaction
Customer satisfaction
 
Service marketing- customer relationship management
Service marketing- customer relationship managementService marketing- customer relationship management
Service marketing- customer relationship management
 

Destacado

CRM - Customer Relationship Management
CRM - Customer Relationship ManagementCRM - Customer Relationship Management
CRM - Customer Relationship Managementvinaya.hs
 
Sales Management (MBA 333) Module 1 Amity
Sales Management (MBA 333) Module 1 AmitySales Management (MBA 333) Module 1 Amity
Sales Management (MBA 333) Module 1 AmityAshish Pillai
 
ECRM and ROLES of CRM
ECRM and ROLES of CRMECRM and ROLES of CRM
ECRM and ROLES of CRMRani More
 
Consumer Behavior
Consumer BehaviorConsumer Behavior
Consumer Behaviorguest87f145
 
Marketing Management (Module 1)
Marketing Management (Module 1)Marketing Management (Module 1)
Marketing Management (Module 1)Ashish Pillai
 
Management Information System 6
Management Information System 6Management Information System 6
Management Information System 6Jitendra Tomar
 
Crm evolution- crm phases
Crm  evolution- crm phasesCrm  evolution- crm phases
Crm evolution- crm phaseshemchandmba14
 
Presentation on customer relation management
Presentation on customer relation managementPresentation on customer relation management
Presentation on customer relation managementGagan Deep
 
Cross-Selling Versus Up-Selling
Cross-Selling Versus Up-Selling Cross-Selling Versus Up-Selling
Cross-Selling Versus Up-Selling Levon Mathews
 
Decision making with information system
Decision making with information systemDecision making with information system
Decision making with information systemOnline
 
Chapter15: Customer Relationship Management (CRM)
Chapter15: Customer Relationship Management (CRM)Chapter15: Customer Relationship Management (CRM)
Chapter15: Customer Relationship Management (CRM)itsvineeth209
 
Customer Lifecycle Management
Customer Lifecycle ManagementCustomer Lifecycle Management
Customer Lifecycle ManagementDispatch
 
Decision making and mis
Decision making and misDecision making and mis
Decision making and misadityapareek26
 
Decision Making and Information Systems
Decision Making and  Information SystemsDecision Making and  Information Systems
Decision Making and Information SystemsAriful Saimon
 
E-CRM and Amazon
E-CRM and AmazonE-CRM and Amazon
E-CRM and AmazonCraymz18
 
Customer Relationship Management (CRM): Theory and Practice
Customer Relationship Management (CRM): Theory and PracticeCustomer Relationship Management (CRM): Theory and Practice
Customer Relationship Management (CRM): Theory and PracticeJ. Todd Bennett
 
Customer Retention Strategy
Customer Retention StrategyCustomer Retention Strategy
Customer Retention StrategyAvinash Kumar
 

Destacado (20)

CRM - Customer Relationship Management
CRM - Customer Relationship ManagementCRM - Customer Relationship Management
CRM - Customer Relationship Management
 
Module 1 & 2
Module 1 & 2Module 1 & 2
Module 1 & 2
 
Sales Management (MBA 333) Module 1 Amity
Sales Management (MBA 333) Module 1 AmitySales Management (MBA 333) Module 1 Amity
Sales Management (MBA 333) Module 1 Amity
 
ECRM and ROLES of CRM
ECRM and ROLES of CRMECRM and ROLES of CRM
ECRM and ROLES of CRM
 
Consumer Behavior
Consumer BehaviorConsumer Behavior
Consumer Behavior
 
Marketing Management (Module 1)
Marketing Management (Module 1)Marketing Management (Module 1)
Marketing Management (Module 1)
 
Management Information System 6
Management Information System 6Management Information System 6
Management Information System 6
 
Crm evolution- crm phases
Crm  evolution- crm phasesCrm  evolution- crm phases
Crm evolution- crm phases
 
Presentation on customer relation management
Presentation on customer relation managementPresentation on customer relation management
Presentation on customer relation management
 
Cross-Selling Versus Up-Selling
Cross-Selling Versus Up-Selling Cross-Selling Versus Up-Selling
Cross-Selling Versus Up-Selling
 
The Loyalty Effect
The Loyalty EffectThe Loyalty Effect
The Loyalty Effect
 
Decision making with information system
Decision making with information systemDecision making with information system
Decision making with information system
 
Chapter15: Customer Relationship Management (CRM)
Chapter15: Customer Relationship Management (CRM)Chapter15: Customer Relationship Management (CRM)
Chapter15: Customer Relationship Management (CRM)
 
Customer Lifecycle Management
Customer Lifecycle ManagementCustomer Lifecycle Management
Customer Lifecycle Management
 
3. crm & e crm
3. crm & e crm3. crm & e crm
3. crm & e crm
 
Decision making and mis
Decision making and misDecision making and mis
Decision making and mis
 
Decision Making and Information Systems
Decision Making and  Information SystemsDecision Making and  Information Systems
Decision Making and Information Systems
 
E-CRM and Amazon
E-CRM and AmazonE-CRM and Amazon
E-CRM and Amazon
 
Customer Relationship Management (CRM): Theory and Practice
Customer Relationship Management (CRM): Theory and PracticeCustomer Relationship Management (CRM): Theory and Practice
Customer Relationship Management (CRM): Theory and Practice
 
Customer Retention Strategy
Customer Retention StrategyCustomer Retention Strategy
Customer Retention Strategy
 

Similar a An Insight Into e-CRM

ch03 Strategic CRM.ppt
ch03 Strategic CRM.pptch03 Strategic CRM.ppt
ch03 Strategic CRM.pptSrikantKapoor1
 
ch01 CRM DB Mktg and CV.ppt
ch01 CRM DB Mktg and CV.pptch01 CRM DB Mktg and CV.ppt
ch01 CRM DB Mktg and CV.pptSrikantKapoor1
 
Customer Focus and Relationship Management
Customer Focus and Relationship ManagementCustomer Focus and Relationship Management
Customer Focus and Relationship ManagementVignesh Varan
 
Emerging concerts in crm
Emerging concerts in crmEmerging concerts in crm
Emerging concerts in crmAnkit Lakhotia
 
Crm 27 Aug08[1]
Crm 27 Aug08[1]Crm 27 Aug08[1]
Crm 27 Aug08[1]dimplenift
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship managementDimple ..
 
Customer Relationship Management [CRM]
Customer Relationship Management [CRM]Customer Relationship Management [CRM]
Customer Relationship Management [CRM]Jas Singh Bhasin
 
Chapter 3: Strategic CRM
Chapter 3: Strategic CRMChapter 3: Strategic CRM
Chapter 3: Strategic CRMitsvineeth209
 
customer relationship management
customer relationship managementcustomer relationship management
customer relationship managementAnkur Sharma
 
CRM slides TOTAL_English.pptx
CRM slides TOTAL_English.pptxCRM slides TOTAL_English.pptx
CRM slides TOTAL_English.pptxUynPhm89
 
Customer relationship managment
Customer relationship managmentCustomer relationship managment
Customer relationship managmentDr. Sapna Dadwal
 
CRM Strategy Planning.pptx
CRM Strategy Planning.pptxCRM Strategy Planning.pptx
CRM Strategy Planning.pptxDeepanshSharma23
 
Operational and Analytical CRM
 Operational and Analytical CRM Operational and Analytical CRM
Operational and Analytical CRMTechXpla
 

Similar a An Insight Into e-CRM (20)

CRM
CRMCRM
CRM
 
ch03 Strategic CRM.ppt
ch03 Strategic CRM.pptch03 Strategic CRM.ppt
ch03 Strategic CRM.ppt
 
Mba ii ewis u iv crm
Mba ii ewis u iv crmMba ii ewis u iv crm
Mba ii ewis u iv crm
 
CRMSession 1 - Introduction to Customer Relationship Management
CRMSession 1 - Introduction to Customer Relationship ManagementCRMSession 1 - Introduction to Customer Relationship Management
CRMSession 1 - Introduction to Customer Relationship Management
 
ch01 CRM DB Mktg and CV.ppt
ch01 CRM DB Mktg and CV.pptch01 CRM DB Mktg and CV.ppt
ch01 CRM DB Mktg and CV.ppt
 
Customer Focus and Relationship Management
Customer Focus and Relationship ManagementCustomer Focus and Relationship Management
Customer Focus and Relationship Management
 
Emerging concerts in crm
Emerging concerts in crmEmerging concerts in crm
Emerging concerts in crm
 
Crm 27 Aug08[1]
Crm 27 Aug08[1]Crm 27 Aug08[1]
Crm 27 Aug08[1]
 
Customer relationship management
Customer relationship managementCustomer relationship management
Customer relationship management
 
Customer First - A True Business Transformation - Consulting_Arnab
Customer First - A True Business Transformation - Consulting_ArnabCustomer First - A True Business Transformation - Consulting_Arnab
Customer First - A True Business Transformation - Consulting_Arnab
 
Module i
Module iModule i
Module i
 
CRM Strategy and Implementation
CRM Strategy and ImplementationCRM Strategy and Implementation
CRM Strategy and Implementation
 
Crm
CrmCrm
Crm
 
Customer Relationship Management [CRM]
Customer Relationship Management [CRM]Customer Relationship Management [CRM]
Customer Relationship Management [CRM]
 
Chapter 3: Strategic CRM
Chapter 3: Strategic CRMChapter 3: Strategic CRM
Chapter 3: Strategic CRM
 
customer relationship management
customer relationship managementcustomer relationship management
customer relationship management
 
CRM slides TOTAL_English.pptx
CRM slides TOTAL_English.pptxCRM slides TOTAL_English.pptx
CRM slides TOTAL_English.pptx
 
Customer relationship managment
Customer relationship managmentCustomer relationship managment
Customer relationship managment
 
CRM Strategy Planning.pptx
CRM Strategy Planning.pptxCRM Strategy Planning.pptx
CRM Strategy Planning.pptx
 
Operational and Analytical CRM
 Operational and Analytical CRM Operational and Analytical CRM
Operational and Analytical CRM
 

Último

Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...amitlee9823
 
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service NoidaCall Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service Noidadlhescort
 
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876dlhescort
 
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...Aggregage
 
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...amitlee9823
 
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...Sheetaleventcompany
 
Call Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service Available
Call Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service AvailableCall Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service Available
Call Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service AvailableSeo
 
Call Girls From Raj Nagar Extension Ghaziabad❤️8448577510 ⊹Best Escorts Servi...
Call Girls From Raj Nagar Extension Ghaziabad❤️8448577510 ⊹Best Escorts Servi...Call Girls From Raj Nagar Extension Ghaziabad❤️8448577510 ⊹Best Escorts Servi...
Call Girls From Raj Nagar Extension Ghaziabad❤️8448577510 ⊹Best Escorts Servi...lizamodels9
 
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60%  in 6 MonthsSEO Case Study: How I Increased SEO Traffic & Ranking by 50-60%  in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 MonthsIndeedSEO
 
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort ServiceMalegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort ServiceDamini Dixit
 
Falcon's Invoice Discounting: Your Path to Prosperity
Falcon's Invoice Discounting: Your Path to ProsperityFalcon's Invoice Discounting: Your Path to Prosperity
Falcon's Invoice Discounting: Your Path to Prosperityhemanthkumar470700
 
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdfDr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdfAdmir Softic
 
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...amitlee9823
 
Call Girls In Nangloi Rly Metro ꧂…….95996 … 13876 Enjoy ꧂Escort
Call Girls In Nangloi Rly Metro ꧂…….95996 … 13876 Enjoy ꧂EscortCall Girls In Nangloi Rly Metro ꧂…….95996 … 13876 Enjoy ꧂Escort
Call Girls In Nangloi Rly Metro ꧂…….95996 … 13876 Enjoy ꧂Escortdlhescort
 
Cheap Rate Call Girls In Noida Sector 62 Metro 959961乂3876
Cheap Rate Call Girls In Noida Sector 62 Metro 959961乂3876Cheap Rate Call Girls In Noida Sector 62 Metro 959961乂3876
Cheap Rate Call Girls In Noida Sector 62 Metro 959961乂3876dlhescort
 
How to Get Started in Social Media for Art League City
How to Get Started in Social Media for Art League CityHow to Get Started in Social Media for Art League City
How to Get Started in Social Media for Art League CityEric T. Tung
 
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756dollysharma2066
 
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756dollysharma2066
 

Último (20)

Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
Nelamangala Call Girls: 🍓 7737669865 🍓 High Profile Model Escorts | Bangalore...
 
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service NoidaCall Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
 
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
 
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
 
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
 
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
Call Girls Zirakpur👧 Book Now📱7837612180 📞👉Call Girl Service In Zirakpur No A...
 
Call Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service Available
Call Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service AvailableCall Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service Available
Call Girls Ludhiana Just Call 98765-12871 Top Class Call Girl Service Available
 
Call Girls From Raj Nagar Extension Ghaziabad❤️8448577510 ⊹Best Escorts Servi...
Call Girls From Raj Nagar Extension Ghaziabad❤️8448577510 ⊹Best Escorts Servi...Call Girls From Raj Nagar Extension Ghaziabad❤️8448577510 ⊹Best Escorts Servi...
Call Girls From Raj Nagar Extension Ghaziabad❤️8448577510 ⊹Best Escorts Servi...
 
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60%  in 6 MonthsSEO Case Study: How I Increased SEO Traffic & Ranking by 50-60%  in 6 Months
SEO Case Study: How I Increased SEO Traffic & Ranking by 50-60% in 6 Months
 
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort ServiceMalegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
Malegaon Call Girls Service ☎ ️82500–77686 ☎️ Enjoy 24/7 Escort Service
 
Falcon's Invoice Discounting: Your Path to Prosperity
Falcon's Invoice Discounting: Your Path to ProsperityFalcon's Invoice Discounting: Your Path to Prosperity
Falcon's Invoice Discounting: Your Path to Prosperity
 
Falcon Invoice Discounting platform in india
Falcon Invoice Discounting platform in indiaFalcon Invoice Discounting platform in india
Falcon Invoice Discounting platform in india
 
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
 
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdfDr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
 
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
 
Call Girls In Nangloi Rly Metro ꧂…….95996 … 13876 Enjoy ꧂Escort
Call Girls In Nangloi Rly Metro ꧂…….95996 … 13876 Enjoy ꧂EscortCall Girls In Nangloi Rly Metro ꧂…….95996 … 13876 Enjoy ꧂Escort
Call Girls In Nangloi Rly Metro ꧂…….95996 … 13876 Enjoy ꧂Escort
 
Cheap Rate Call Girls In Noida Sector 62 Metro 959961乂3876
Cheap Rate Call Girls In Noida Sector 62 Metro 959961乂3876Cheap Rate Call Girls In Noida Sector 62 Metro 959961乂3876
Cheap Rate Call Girls In Noida Sector 62 Metro 959961乂3876
 
How to Get Started in Social Media for Art League City
How to Get Started in Social Media for Art League CityHow to Get Started in Social Media for Art League City
How to Get Started in Social Media for Art League City
 
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
 
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
 

An Insight Into e-CRM

  • 1. CRM Process CRM Process is defined as any group of action that is instrumental in the achievement of the output of an operation system in accordance with a specified measure of effectiveness. The final objective of the CRM Process is to originate a powerful new tool for customer retention The CRM implementation and success rate purely depend upon the process, which includes the future, revenue, customer value, customer retention, customer acquisition and profitability. Benefits of CRM Process Ability to retain loyal and profitable customers and channels for rapid growth of the business project. Acquiring the right customers based on known characteristics which drives growth and increased profit margins Increasing individual customer margins, while offering right products at the right time A Closed Loop CRM Process Gathering information - About customers and data comes from both external and internal sources Perform Data aggregation - Here the data is merged and compressed into a complete view of the customer. A large customer data depository is produced. Create exploration warehouses - These are the extracts of customer data needed to support specific analysis. Such as customer profitability and predictive modeling. Execution of strategies - Execute these strategies by developing and launching marketing campaigns across targeted segments of customers. Campaign execution inevitably results in an interaction with customers. Finally, once a customer interaction takes place and the customer responds, capture that response and “recycle” it to use in the on-going learning, analysis, and refinement process
  • 2. Necessities for an effective Process Planning CRM Process is the systematic determination of the methods by which a project is to be implemented, economically and competitively. Process planning is the intermediate stage between project kick off and implementation. Creatively translate business innovation, structural transformation and value measures into CRM investment priorities Continually refine iteration approach based on the following five major areas. • Customer • Competition • Market • Growth • Technology innovation Process Selection Procedure • Major technological changes • Minor technological changes • Specific component choice • Process flow choice Major Technological Changes Does technology exist or not ? Are there competing technologies between which we should choose? Should technology be developed in the country itself? Should innovations be licensed from foreign countries? Minor Technological Changes Once the major technological choice is made there may be a number of minor technological process available Additional Modules – Customization of Software Director should be involved in evaluating costs and for consistency of the desired product Deciding the best combination of process in terms of costs and the operation process. Specific Component Choice What type of hardware is to be used? How effectively the technology is to be used? Process flow choice - The final process selection step determines how the CRM product will move through the system
  • 3. An Insight into E-CRM E-CRM/On Line CRM • Online CRM implies an additional means of communication and level of interaction with the customer where there is a real difference in the technology and its architecture, which allows for ease and self service to customers Need to Adopt E-CRM • Optimize the value of inter-active relationships. • Enable business to extend its personalized messaging to the web and E-Mail. • Coordinate Marketing initiatives across all customer channels. • Leverage customer information for more effective e-marketing and e business • Focus Business on improving customer relationships and earning a greater share of each of customers business through consistent measurement, assessment and “actionable” customer contact strategies. Basic requirements of E-CRM • Electronic channels-Web Personalized E-Messaging medium for fast interaction • Enterprise-touch and shape a customers experience across the entire organization • Empowerment-Customer Empowerment • Economics-provides the greatest return customer communication initiatives. • Assessment-Evaluation results • Outside information-use of customer sanctioned external information. Steps in building an E-CRM Solution • Define business objectives • Assess its current sophistication along the E-CRM continuum in terms of process and technology. • Define Business processes and changes needed to support its goals. • Plan and timetable to implement processes. • Erect the necessary data warehouse to attain a consolidated view of the customers • Select implement and integrate the required E-CRM applications. Three Dimensions of E-CRM • Acquisition Getting • Expansion • Retention
  • 4. Key E-CRM Features • Focused on process-reduces the technology gap. • Driven by a Data warehouse • Focused on a multi-channel view of customer actions Across channels. • Based on consistent metrics to asses customer actions across channels. • Built to accommodate the new market dynamics that place the customer in control. • Structured to identify a customers profitability or profit potential and determine effective investment allocation decisions accordingly • Scalable to meet growth and performance needs
  • 5. Introduction to CRM The approaches in marketing functions are constantly changing in tune with the changing challenges that are faced at the market fronts. Today, marketers consider retaining of customers as a much more challenging job than acquiring customers in the context of growing competitive forces. Thus, the traditional transactional approach of marketing became insufficient to achieve the marketing goals and necessitated the emergence of a new approach namely Relationship Marketing. Traditional Transaction Approach: The focus on this type of approach is on individual transaction and does not concern continuous relationship with customers. It does not contain a strategic long term perspective. The customers are viewed as outsiders to the business. Very little attention is paid to the customer services and customer commitments. Relationship Marketing: This focuses on continuous multiple transactions rather than isolated individual transactions. The customers are viewed as insiders to the business and aims to build a long -term and never -ending relationship with them. It focuses on developing a hard core loyal customers with the idea of retaining them forever. The relationship Marketing approach has gradually taken the shape of Customer Relationship Management. Customer Relationship Management focuses more widely on customers and on the entire functions connected. Definition of Customer Relationship Management: “a management process of acquiring customers by understanding their requirements, retaining customers by fulfilling their requirements more than their expectations and attracting new customers through customer specific strategic marketing approaches. The process invites total commitment on the part of the entire org in evolving and implementing relationship strategies that would be rewarding to all concerned” Significance of CRM: The following are some of the points that gives an overview about the importance of Customer Relationship Management • Reduction in customer recruitment cost. • Generation of more and more loyal customers. • Expansion of customer base. • Reduction in advertisement and other sales promotion expenses. • Increase in the number of profitable customers. • Easy introduction of new products. • Easy business expansion possibilities.
  • 6. Emerging Concepts of CRM 1. Conceptual Framework of Customer Relationship Management 2. CRM: A Research Agenda 3. Implications of Globalization on Customer Relationship Management 4. Effective Customer Relation Management Through Customer Knowledge Management 5. A Generalized Model for the Structure of Business Relationships: A Meta-analysis of Relationship Literature 6. Regain Management: Issues and Strategies 7. Winning Markets through Effective Customer Relationship Management CRM Portal NEED FOR CRM  Reduction in customer recruitment cost  Generation of more and more royal customer  Expansion of customer base  Reduction in advertisement & other sales promotion expenses  Benefiting customer selectivity approach  Increase in number of profitable customers  Easy introduction of new products  Easy business expansion possibilities  Increase in customer partnering CRM APPLICATIONS The CRM applications are a convergence of 1. Functional Components 2. Channels And the Functional components include:  Sales Applications  Marketing Applications  Customer Service and Support Application SALES APPLICATIONS  Sales Forecasting  Proposal Generation and Management  Compensation  Pricing  Territory Assignment and Management  Expense Reporting MARKETING APPLICATIONS  Marketing Campaign Planning, Execution and Analysis.  Budgeting and Forecasting  A Marketing Encyclopedia  List Generation and Management
  • 7. CUSTOMER SERVICE AND SUPPORT APPLICATIONS  Customer care  Field Service  Problem and Solution Database  Service agreements and Contracts