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Introduction
Gradual migration from the Sellers market to a buyers market. Customers are much more informed and demanding than ever before. Specific efforts are required to acquire and retain customers and they are not only in marketing and sales but also in other functional areas. Cost of regaining a lost customer is substantially higher than the cost of gaining a new customer. MIS can help in ensuring that appropriate products and services are made available to customers at the right time and right place.
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Introduction (contd)
The information systems based solutions that focus on customer related business processes came to be known as Customer Relationship Management (CRM) solutions. Even if buyer would not be making purchases over internet, the buyer would use Internet to get information about the product, product features and functionality, prices and discounts available, the details of sellers and so on. Many times information about the customers is residing in form of information islands spread over different departments within the orgn. E.g. Salesperson attending a Customers call.
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Implementing a CRM
Even after implementing a state-of-the-art CRM solution, a customer may find it cumbersome to get consistent and accurate information in the first attempt. Instead of having approach How to sell product, implementation of CRM should have approach of How to make it more convenient for the customer to buy the product. The sale of the product will be the automatic result. For this, field sales as well as marketing personnel have to be completely involved right from the design phase. Implementing CRM solution is to be considered as an activity pertaining to achievement of strategic goals and needs to be given appropriate importance.
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Pitfalls in CRM
Technology Pitfall
CRM suite is acquired at a price without looking at hidden costs associated with customizing and implementing it. All customer facing processes in the orgn need to be reviewed and IT solution that is providing highest percent fit is to be identified.
Customer First
IT should be given the least priority and first priority must be the customer. Once the expectations of customers are understood and the entire orgn is transformed into a customer centric enterprise, then would come the IT to play its enabling role.
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Call Centre
Call centres can be classified in TWO distinct categories i.e. Outbound Call Centre & Inbound Call Centre. From an Outbound call centre, service professionals dial the numbers of prospective and existing customers for different activities. In Inbound call centre, calls are originated from prospects and customers. The activities of inbound call centre are dependent of the type of call centre operations and vary according to the type of customers, products or services etc. Call centres to have an appropriate IT infrastructure that allows instant processing of the activities. It may be located in different geographical territory.
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