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New Crm Presentation

  1. 1. Presentation on Customer Relationship Management System By- Atul Chaudhary SEMSEOGURUS.COM | UNIT OF 1SOLUTIONS
  2. 2. <ul><li>CRM introduction </li></ul><ul><li>Functioning targets and roles </li></ul><ul><li>Aspects of CRM </li></ul><ul><li>Architecture </li></ul><ul><li>Strategies </li></ul><ul><li>Pitfalls </li></ul>What I am going to discuss?
  3. 3. WHAT IS CRM?
  4. 4. <ul><li>The process of managing the detailed information about individual customers and carefully managing all the customers ‘touch point’ with the aim of maximizing customer loyalty . </li></ul>
  5. 5. People Process Technology Customer acquisition Value Relationship Retention Loyalty CRM
  6. 6. Why CRM is required ?
  7. 7. Primary Concern of any business Revenue generation Satisfaction  Delight  Experience Customer focus
  8. 8. High acquisition cost Low retention cost Long term gains Relationship building
  9. 9. Product delivery  Satisfaction Measure and manage Customer profitability Customer-centric Management
  10. 10. Other element - Communication component
  11. 11. Communication channel Customer Company Mobile Web Call center Fax Email Face to face CUSTOMER INTERACTION
  13. 13. C R M Functioning targets
  14. 14. <ul><li>Relationship building </li></ul><ul><li>Customer service and support </li></ul><ul><li>Built loyalty in customers </li></ul><ul><li>Personalization </li></ul><ul><li>Management and quality related service. </li></ul><ul><li>Customer-focused organization </li></ul><ul><li>Identifying high value customers </li></ul>Role of CRM system
  15. 15. <ul><li>Still, why to spend on Customer-retention rather than customer acquisition ??? </li></ul>
  16. 16. Acquisition or Retention Acquisition of Customer Retention of Customer 3% increase in profits 17% increase in profits Cost is very high Cost is very low Life cycle is short Life cycle is long Short term profit Long term profit Unpredictable value chain building Value chain building
  17. 17. ASPECTS OF CRM
  18. 19. <ul><li>Front office business support </li></ul><ul><li>Contact history is recorded </li></ul><ul><li>No communication gap </li></ul><ul><li>E.g.- call centers, BPO </li></ul>
  19. 20. <ul><li>Direct communication </li></ul><ul><li>Cost reduction </li></ul><ul><li>Service improvement </li></ul><ul><li>E.g.- mail, internet </li></ul>
  20. 21. <ul><li>Analysis of customer data </li></ul><ul><li>Design and target marketing campaigns </li></ul><ul><li>Product and service decision making </li></ul><ul><li>Management decisions </li></ul>
  22. 23. Building blocks of CRM Lead Management Campaign Management Customer profiling Call center Field service Web service Activity management Opportunity management Contact management
  23. 24. Project management Support view PIM ROI Sales Forecasting Opportunity Management Automation CRM SYSTEM Manager view Service view Support view Marketing view Sales view Web Windows Wireless C R M software Web/intranet/extranet ERP/back office Legacy applications Other applications Customer database Customer touch points
  25. 26. <ul><li>Acquisition </li></ul><ul><li>Retention </li></ul><ul><li>Loyalty </li></ul><ul><li>Evangelism </li></ul><ul><li>Cost Reduction </li></ul>CRM strategies
  26. 27. ACQUISITION Profiling Buying pattern Communication Search
  27. 28. RETENTION Improving customer satisfaction Need analysis 1to 1 communication Updating
  28. 29. LOYALTY Increase Search Capture
  29. 30. EVANGELISM brand promoter sales promoter
  30. 31. Cost REDUCTION Lower inventory Speedier delivery Marketing cost reduction
  31. 32. <ul><li>Change Management </li></ul><ul><li>Poor communication </li></ul><ul><li>Weak Leadership </li></ul><ul><li>No strategic focus on business value. </li></ul><ul><li>Sloppiness to ‘Process and People issue’. </li></ul><ul><li>Information handling </li></ul>Pitfalls of CRM system
  32. 33. <ul><li>CRM helps in </li></ul><ul><li>Customer life cycle </li></ul><ul><li>Customer life-time value </li></ul><ul><li>By implementing a right CRM system, you can improve your customer interaction and retain the customer for long, thus increasing your market share both in terms of capital and customer. </li></ul>Concluding in the end…..
  33. 34. <ul><li>We can analyze your requirements and can develop and implement a CRM system catering to your needs. </li></ul><ul><li>Better fit customized CRM system. </li></ul><ul><li>Lower cost and more flexibility than other consultancy offering proprietary solutions. </li></ul><ul><li>Experienced staff and management. </li></ul>UG Software Technologies can help you….
  34. 35. <ul><li>Lower cost </li></ul><ul><li>High ROI </li></ul><ul><li>Stability </li></ul><ul><li>Security </li></ul><ul><li>Higher customization </li></ul>Adding advantage with open source software solutions
  35. 36. <ul><li>Reliable, implemented and tested </li></ul><ul><li>More visible and ease of control </li></ul><ul><li>Fast and flexible service </li></ul><ul><li>Reasonable prices and quick payback </li></ul><ul><li>High customer satisfaction </li></ul>Why to choose us?
  36. 37. <ul><li>Gain Competitive advantage by acquiring our customized CRM SYSTEM and become a LEADER in your Industry . </li></ul>COMPETITIVE EDGE……
  37. 38. <ul><li>Contact us - </li></ul><ul><li>SEMSEOGURUS | unit of 1solutions </li></ul><ul><li> Website- </li></ul><ul><li>Contact- +1 315 642 4191 </li></ul><ul><li>Mail- </li></ul>
  38. 39. <ul><li>Any Questions? </li></ul><ul><li>Thank you </li></ul>