CRM Presentation
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Transcript of CRM Presentation
![Page 1: CRM Presentation](https://reader036.fdocuments.net/reader036/viewer/2022081413/546c63f7b4af9fbc568b4969/html5/thumbnails/1.jpg)
CRM – An Overview
CRM – An Overview
Section H1 – Group 2
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ContentsWhat is CRM ?History of CRMHow it can be used ?Aspects of CRMVarious CRM SuitesExamples !Market ShareFuture CRM Trends
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What is CRM• An integrated approach to identifying, acquiring and
maintaining customers – siebel.com. • Broadly recognized, widely-implemented strategy for
managing and nurturing a company’s interactions with customers, clients and sales prospects - Wikipedia
• Term applied to processes implemented by a company to handle contact with its customers.
• It’s a software-based approach to handling customer relationships.
• Overall Goal – Find, attract and win new clients, retain and nurture existing ones and reduce the cost of marketing and client service.
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BackOffice
Partner
Customer
Information
Analytics
Marketing
Web
Call Center
Field
Customers
What is CRM?
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History of CRM 1980s – Database Marketing Emerges 1980s – Database Marketing helped larger organizations
rather than smaller organizations. 1990s – CRM appears as a two way communication
device 2000s Internet age – CRM revolution – CRM expands
from stagnant storage to ready to use information storage 2000s Used most frequently in financial services, high
tech corporations and telecommunications industry.
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How CRM can be used
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The Four Aspects of CRM
1. Active CRM: A centralized database for storing data, which can be used to automate business processes and common tasks.
2. Operational CRM: The automation or support of customer processes involving sales or service representatives
3. Collaborative CRM: Direct communication with customers not involving sales or service representatives (‘self service’)
4. Analytical CRM: The analysis of customer data for a broad range of purposes
Source: Wikipedia
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Five Views of CRM• Marketing Automation : Designed to get the right
mix of the company’s products and services in front of each customer at the right time.
• Sales Automation : Collaborative tools that enable all parties to the transaction to interact with one another.
• Service and Service Fulfillment : Serving existing customer base through problem resolution systems, workflow automation and field service dispatch systems
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Five views of CRM
• Customer Self-Service : Capabilities that can be directly invoked by the customer on the internet via PC and wireless devices.
• E-Commerce : Capabilities such as shopping, marketplace, transaction and payment processing, and e-commerce security
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Main Hindrance in CRM Implementation
• Cost factors: Complete third part CRM solutions (all modules) can be afforded only by very few companies.
• Technology (used by many of the companies implementing CRM) is heavily dependent upon the penetration of telecommunications which is very low in India.
• Lack of available databases of customers which form a crucial part of CRM Solutions.
http://www.som.iitb.ac.in:8080/bitsurvey/uploaded_documents/ICT_Pilot.pdf
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Examples
The CRM enabled companies include :
• Major Telecom Companies • Banking and Insurance Services• TVS Electronics• Cannon India• HP India• Carrier Refrigeration • Planet M• Dell India
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Market Share & Revenue
Vendor Revenue
SAP 2055
Oracle 1475
Salesforce.com 965
Microsoft 581
Amdocs 451
Others 3627
Totals 9147
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Future CRM Trends• The market for customer relationship management
(CRM) in India is expected to grow at a compounded annual rate of 40 per cent each year.
• The CRM services market was expected to grow even faster at a rate of 53 per year.
• Aligning products, services and contractual agreements to enable customer business imperatives of higher client acquisition, retention and satisfaction.
• CRM projects are no longer viewed as stand-alone implementations but are now being increasingly pursued in context of larger business objectives and core strategic agendas.
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