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customer relationship management (crm)

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customer relationship management (crm) crm evolution > i960 - mass marketing > 1970 - segmentation > 1980 - rapid shifts in business that changed customer power > supply exceeded demands > sellers had little pricing power > only protection available to suppliers of goods and services was in their relationships with customers *integrated system of web enabled software tools and databases accomplishing a variety of customer-focused business processes that support the three phases of the relationship between a business and its customer' crm > crm is a business strategy > to understand, anticipate and manage current and potential customers > retention of customers in addition to the acquisition of new customers (maximizing total customer life-time value) > customer focused and relationship marketing or customer delight > market research - to assess customer needs and satisfaction > software-based approach to handling customer relationships objectives of crm > creating value for the …
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ustomers being able to take care of themselves online > systematic process functional are minimal > engineering and architecture for their execution information technology and crm > involving the use of databases, data mining and one-to-one marketing can assist organisations to increase customer value and their own profitability > used to keep a record of customers names and contact details in addition to their history of buying products or using services > used to target customers in a personalised way > personalised communication provides value for the customer and increases customers loyalty information technology and crm: examples > phone calls, emails, mobile phone text messages etc... > enable organisations to alert customers to new, similar or alternative services or products > example : purchasing of online tickets , cookies (online store), loyalty cards, crm software -“front office” solutions internet, intranet a extranet internet customers, competitors, general public intranet management, employees, …
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ectations * satisfaction vs. competition ■ collaboration and feedback ■ customer communication 4. organisational collaboration • culture and structure • customer understanding * people: skills, competencies * incentives and compensation * employee communications • partners and suppliers 5. crm processes: customer life cycle, knowledge management 6. crm information: data, analysis, one view across channels 7. crm technology: applications, architecture, infrastructure 8. crm metrics: value, retention, satisfaction, loyalty, cost to serve crm software groups module level permissions sub module-level permission: field level permissions organization hierarchy data sharing rules user information assign profile and role to user presen ce of crm s promotion campaign s feedback services s upgrade services s brand s events benefits of crm > effective and efficient operation > reduced costs > increased customer satisfaction > external growth in numbers of customers > increased access to a source of market and competitor information > long term profitability and …
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behaviour of customers on which capitalization can be done by tl organization collaborative crm collaborative crm deals with synchronization and integration of customer interaction and channels of communications like phone, email, fax, web etc. with the intent of referencing the customers a consistent and systematic way. operational crm operational crm is mainly focused on automation, improvement/and enhancement of business processes which are based on customer-facing^or customer supporting. geographical cr combines geographic information system and traditional crm. geographic data can be analysed to provide a snapshot of potential customers in a region or to plan routes for customer visits. sales intelligence crm top-performing sales organizations are meeting the challenges of identifying the most likely buyers of their products and services through the deployment of sales intelligence solutions that introduce a wide variety of data streams to their front-line staff. indian c mpa irltir r o reliance industries limited ies adopting crm …
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ent • i !• needs, behavioi to meet customer needs. and characterstics develop 8t u nderstand customise diffrentiate crm in jethub lass® jethub - charter service which saves information in online quoting system challenges > quoting system was “wide open” to anybody > finding a way to support the distributed workforce advantages after adopting crm > complete visibility of clients and client interactions > easy way to follow up on the leads > customizing crm to mimic the same industry-specific form layout presented by the quoting system > can set up automated processes, like alerts and tasks references > manchester business school. 2003. customer relationship management: where do you start? > businessballs. customer relationship management. [online] [accessed november 2008] > http://www.managementstudyguide.com/origin-of-crm.htm > liz shahnam. what's really crm? crm today. [online] [accessed november 2008] > http://henysunshine.blogspot.com/2010/12/customer-relationship-management-crm-at.html image1.jpeg image2.jpeg image3.jpeg image4.jpeg image5.jpeg image6.jpeg image7.jpeg image8.jpeg image9.jpeg image10.jpeg image11.jpeg image12.jpeg image13.jpeg image14.jpeg image15.jpeg …

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customer relationship management (crm) crm evolution > i960 - mass marketing > 1970 - segmentation > 1980 - rapid shifts in business that changed customer power > supply exceeded demands > sellers had little pricing power > only protection available to suppliers of goods and services was in their relationships with customers *integrated system of web enabled software tools and databases accomplishing a variety of customer-focused business processes that support the three phases of the relationship between a business and its customer' crm > crm is a business strategy > to understand, anticipate and manage current and potential customers > retention of customers in addition to the acquisition of new customers (maximizing total customer life-time value) > customer focused and …

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