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Customer Relationship Management

Slide: 1

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Product Focus Customer FocusShift in Business World

Slide: 2

No longer do trademarks (which were associated with Products) play as strong of a role as customer relationships (which are associated with a company).

Value is now added both in a product delivered to a customer along with the relationship established with the customer.

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Help an organization provide better customer service

Empower a company to have better call centers

Enhance frequency of product cross selling

Close deals faster Etc., etc., etc.

Concentrated Value due to Increased CRM

Cross selling of products

Close deals faster

Better customer service

What does CRM do to enable a company?

Slide: 3

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Help an organization provide better customer service

Empower a company to have better call centers

Enhance frequency of product cross selling

Close deals faster Etc., etc., etc.

Concentrated Value due to Increased CRM

Cross selling of products

Close deals faster

Better customer service

What does CRM do to enable a company?

Slide: 4

Think for a minute about how customer relationship management has changed just in your lifetime. Come up with some specific examples of what you have noticed.

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RFM

Slide: 5

Thanks to technology, data can be tracked and gathered allowing a business to focus heavily on the relationships they generate with

customers.

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Reporting

• What did the customer buy

• How many bought

• How much did they spend

• Etc.

Analyzing

• Why were sales quotas not met

• Why was production so low

• Why did revenue drop so much

• Why did revenue increase so much

• Etc.

Predicting

• What customers are going to leave

• Who are the best people to send a mailing to

• What will the lifetime profitability of a customer be

• What transactions might be fraudulent

• Etc.

Evolution of CRM

Slide: 6

Technology has played and will continue to play a huge role in this evolution.

As Neumont students, you will play a huge role in this evolution!

CRM is evolving even as we speak. One of the up and coming terms you need to understand is SCRM… see next slide

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Social Customer Relationship Management (evolving as we speak)

Slide: 7

Thanks to #Igers, #F4F, #SMH, you will see CRM information being collected more easily and it will let you know if you are GTG!

Trust me, you are being tracked!

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Examples of CRM Evolution from the Standpoint of Questions Asked or Answers to Questions that will be Predicted

Slide: 8

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Chart of the Evolution of CRM

Slide: 9

Using today’s technology, those who can predict the next evolution of customer relationship management and implement it into a business will have unprecedented opportunities to impact the world by adding value.TAKE THE CHALLENGE, BE THAT PERSON!