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Transcript of Crm
![Page 1: Crm](https://reader033.fdocuments.net/reader033/viewer/2022060204/559f608a1a28ab5e528b4705/html5/thumbnails/1.jpg)
Presented by:-
Chandan Kr Singh
Sparshi Jain
Garima Bhardhwaj
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CHANDAN
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“ By Entering into your premises, the customer
is giving an opportunity to serve him, but you
are not doing any favor by serving him”.
- Mahatma Gandhi
4CHANDAN
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CHANDAN
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1)
2)
3)
4)
5)
CHANDAN
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6)
7)
8)
9)
CHANDAN
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a)
b)
CHANDAN
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Direct
interactio
n
Klosk
ATM
Web
/chatvoice voice
Multi-channel synchronization integration
Provider
DirectAgent
BrokerIntermediant Partners
Distribution channel synchronization integration
Operational
CRM
CHANDAN
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marketing salesService/
support
Application Integration
Collaborative
CRM
CHANDAN
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Analytical
business
Intelligence
Customer
activity data
mart
Customer
data mart
Product
data mart
Customer generic data warehouse
Analytical
CRM
CHANDAN
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GoalsStrategies Plans Objectives Tactics
Profitability Establish long
term customer
relationships
Invest in CRM
technologies
Achieve 60%
customer
retention
Implement 24/7
call centre
CRM G-SPOT
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CRM requires a cultural change with organizations.
CRM can be enabled by technology, but this alone will not deliver business benefits – change management is vital.
The customer experience needs to be consistently enhanced.
Its an ongoing business process and will create sustainable competitive advantage.
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Remember “ If you aren't listening to your
customer, your competitors will.”
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