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CUSTOMER RELATIONSHIP MANAGEMENT (CRM)…

BY NAZISH KHALID

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AGENDA

What is CRM? Workflow of CRM Views of CRM Activities involved Why organizations need CRM? Benefits of CRM Impacts of CRM CRM in Pakistan

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WHAT IS CRM?“Process of creating and maintaining

relationship with business customers and managing each

customer’s information.”

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WORKFLOW OF CRM Collecting customer data and information Analyzing data to predict customer

behavior Applying the results of analysis Measuring results Repeating the process

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5 views of Crm

Marketing automation

Customer self-service

Service and service

fulfillmentE-commerce

Sales automation

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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

Involves the customer retention and maintaining the needs of the customer you already have.

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Customer Self-Service e-CRM. 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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ACTIVITIES INVOLVED

Web, Email, Wireless • 24x7 • Visual

Call Centre • Convenient • Immediate

Field Sales • Hands-on

Resellers • Local

Customers

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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 research

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To grow your business Growth in no of customers Long term profitability &

sustainability

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BENEFITS OF CRM

CRM Reduced expenses

Increased market shareImproved

services

Increase in profit

Making New

customer

Increase sales

revenue Effective sales

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CRM IMPACTs On organization

Shifts the focus from product to customer

Streamlines the offer to what the customer requires, not what the organization can make

Competition for effective CRM process is created

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Establishes and maintains customer rapport

Produces positive feelings in the organization and the customers

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Crm in Pakistan

Govt. agencies …political parties Banking sector …Soneri bank Cellular networks …Ufone

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Telecommunication networks …PTCL Service providers …McDonalds

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SUMMARY Meaning of customer relationship

management How CRM operates Different views of CRM Activities undertaken by companies

to generate CRM

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Advantages and benefits of CRM Effects of CRM on an organizations

activities CRM operations in Pakistan

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