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CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

BY
NAZISH KHALID

AGENDA

What is CRM? Workflow of CRM Views of CRM Activities involved Why organizations need CRM? Benefits of CRM Impacts of CRM CRM in Pakistan
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WHAT IS CRM?
Process of creating and maintaining relationship with business customers and managing each customers information.

WORKFLOW OF CRM

Collecting customer data and information Analyzing data to predict customer behavior Applying the results of analysis Measuring results Repeating the process

5 views of Crm
Marketing automation

Sales automation

Customer self-service

E-commerce

Service and service fulfillment

Marketing Automation

designed to get the right mix of the companys products and services in front of each customer at the right time. Collaborative tools that enable all parties to the transaction to interact with one another Involves the customer retention and maintaining the needs of the customer you already have.

Sales Automation

Service and Service Fulfillment

Customer Self-Service

e-CRM. Capabilities that can be directly invoked by the customer on the internet via PC and wireless devices. capabilities such as shopping, marketplace, transaction and payment processing, and ecommerce security

E-Commerce

ACTIVITIES INVOLVED
Web, Email, Wireless
24x7 Visual

Call Centre
Convenient Immediate

Field Sales

Customers

Hands-on

Resellers
Local
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WHY ORGANIZATIONS NEED CRM?

To increase profit To improve customer services To increases customer satisfaction To reduce cost To reduce staff stress Enables instant market research

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To grow your business Growth in no of customers Long term profitability & sustainability

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BENEFITS OF CRM
Reduced expenses Effective sales Increased market share

Increase sales revenue

CRM
Making New customer

Improved services

Increase in profit
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CRM IMPACTs On organization

Shifts the focus from product to customer Streamlines the offer to what the customer requires, not what the organization can make Competition for effective CRM process is created

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Establishes and maintains customer rapport Produces positive feelings in the organization and the customers

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Crm in Pakistan

Govt. agencies political parties Banking sector Soneri bank Cellular networks Ufone

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Telecommunication networks PTCL Service providers McDonalds

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SUMMARY

Meaning of customer relationship management How CRM operates Different views of CRM Activities undertaken by companies to generate CRM

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Advantages and benefits of CRM Effects of CRM on an organizations activities CRM operations in Pakistan

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