A Presentation on Excellence in Marketing Practices CRM

An individual is what he or she thinks whereas an

organization is what the customers think- Anonymous
Presented by Abhishek Agrawal MBA, 2nd y ear SVCET College, Chittoor

Marketing Management
Practical application of marketing techniques Management of firms marketing resources

Research oriented
Metrics for measurement of progress

Excellent Marketing Practices

Building reliable brand advocates Excelling in one area Social media Localized marketing Co-marketing

CRM
Mutually beneficial relation Customer-oriented

Sales & Profit oriented

Cost oriented Technology oriented

 Customer Relationship Management (CRM) is a way to identify, acquire, and retain customers, a business' greatest asset. Research has shown that companies that create satisfied, loyal customers have more repeat business, lower customer-acquisition costs, and stronger brand valueall of which translates into better financial performance. Siebel CRM an enterprise wide business strategy designed to optimize profitability, revenue and customer satisfaction by organizing the enterprise around customer segments, fostering customer-satisfying behaviour and linking processes from customers through suppliers Gartner Group

Types of CRM
Operational CRM Analytical CRM Collaborative CRM

Importance of CRM
Customer Identification Customer Retention

Customer Loyalty
Market Share Space for experiments

Top 5 CRM Trends

Social media optimization Multi-channel

The rise of the datarati

Customer Experience Personalization & Customization

CRM Products
Siebel CRM Comprehensive on premise & on demand CRM solutions People Soft Oracle Broadest and deepest portfolio of CRM solutions that address all customer touch-points and provide rich functionality to support the specific business needs for organizations of every size to deliver a superior customer experience

MySap German based software integration tool that delivers content to the user based on his or her role in an enterprise

Components of CRM

CRM Market Segments

Global CRM Market

CRM in India
Indian firms are aware of CRM, but are yet to take
concrete steps towards implementation The market is expected to catch on, but slower than anticipated The overall sentiment is wait-and-watch

Indian CRM Scenario

Industry wise classification

CRM Products in India

Roadblocks of CRM
Ignoring overall business strategy Choosing inflexible CRM solution

Inadequate training
Misunderstanding customer needs Discrimination in company

Ethical Issues
Collecting data Storing data Using data Disposing data

Future of CRM
CRM will be deeply engrained as business strategy Improved CRM systems Challenges will be overcome CRM is here to stay and will evolve

The future you see is the future you get