Customer Relationship Management
Shoaib Manzoor - 23Abdul Rehman - 54Jahanzaib Hassan - 55Salma Muhammad yar - 49Sohaib Riaz - 07Tariq Mumtaz - 28Tayyab Usman - 48Muhammad Navaz - 18
BSIT MORNING 2012-2016GROUP 4
Anum NaazRoll No 32
History of CRM Earlier
applications of CRM
Todays CRM
CRM methodology enables the organization to understand the customers' needs and behavior better. It introduces reliable processes and procedures for interacting with customers and develop stronger relationships with them.
AbdulRehmanRoll No 54
winning new customers
Satisfying Customers
3. Create a single view of the customer
Central System for capturing information
Generation Of lead
Jahanzeeb HassanRoll No 55
Develop better communication channels Collect customer related data Create detailed profiles of individual customers Increased customer satisfaction Access to customer account history, order
information, and customer information at all touch points
Identify new selling opportunities Increased market share and profit
margin Increased revenues More effective reach and marketing Improved customer service and support
Salma Muhammad YarRoll No 49
Operational CRM
Filtered Customer knowledgeStrengthened Customers knowledge
Analytical CRM
Segmentation Of Customers
Based on RFM Customer segmentation
VIPMain CustomersOrdinary customersScattered Customers
Increase Customer Loyalty
Collaborative CRM
Implementation of CRM
Sohaib Riaz
Roll NO 07
Factors Easy Interaction
Easy access to information
Abundant supply of customer information
Growth with customers
CRM Software Process of Implementing CRM
Strategic decision makingChoose an Project ManagerProject team commitmentUsed phased approach
Company Types that must use CRM Banking
Finance
Airlines and Hotels
Insurance
Tariq Mumtaz
Roll No 28
Multiple Commination channel
Web Channel Fax Channel Email Interactive TV
Channel IVR(Integrated voice
Response)
Database Workflow and
assignment Scalability
Tayyab UsmanRoll No 48
customer satisfaction Economy Technology
Muhammad NawazRoll No 18
Any Question??
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