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2. CUSTOMER RELATIONSHIPMANAGEMENT (CRM)BYNAZISH KHALID2 3. AGENDA What is CRM? Workflow of CRM Views of CRM Activities involved Why organizations need CRM? Benefits of CRM Impacts of CRM CRM in Pakistan3 4. WHAT IS CRM?Process of creating and maintainingrelationship with businesscustomers and managing eachcustomers information.4 5. WORKFLOW OF CRM Collecting customer data and information Analyzing data to predict customerbehavior Applying the results of analysis Measuring results Repeating the process5 6. 6 7. 5 views of CrmMarketingautomationCustomerself-serviceService andservicefulfillmentE-commerceSalesautomation7 8. Marketing Automation designed to get the right mix of the companysproducts and services in front of each customer atthe right time. Sales Automation Collaborative tools that enable all parties to thetransaction to interact with one another Service and Service Fulfillment Involves the customer retention and maintainingthe needs of the customer you already have.8 9. Customer Self-Service e-CRM. Capabilities that can be directly invokedby the customer on the internet via PC andwireless devices. E-Commerce capabilities such as shopping, marketplace,transaction and payment processing, and e-commerce security9 10. ACTIVITIES INVOLVEDWeb, Email, Wireless 24x7 VisualCall Centre Convenient ImmediateField Sales Hands-onResellers LocalCustomers10 11. 11 12. WHY ORGANIZATIONS NEED CRM? To increase profit To improve customer services To increases customer satisfaction To reduce cost To reduce staff stress Enables instant market research12 13. To grow your business Growth in no of customers Long term profitability &sustainability13 14. BENEFITS OF CRMCRMReducedexpensesIncreasedmarketshareImprovedservicesIncrease inprofitMakingNewcustomerIncreasesalesrevenueEffectivesales14 15. 15 16. CRM IMPACTs On organization Shifts the focus from product tocustomer Streamlines the offer to what thecustomer requires, not what theorganization can make Competition for effective CRMprocess is created16 17. Establishes and maintainscustomer rapport Produces positive feelings in theorganization and the customers17 18. 18 19. Crm in Pakistan Govt. agenciespolitical parties Banking sectorSoneri bank Cellular networksUfone19 20. Telecommunication networksPTCL Service providersMcDonalds20 21. 21 22. # 23. SUMMARY Meaning of customer relationshipmanagement How CRM operates Different views of CRM Activities undertaken by companiesto generate CRM23 24. Advantages and benefits of CRM Effects of CRM on an organizationsactivities CRM operations in Pakistan24 25. 25