Crm In Practice

CRM in Practice

CRM in Manufacturing firm  a. b. c. d.  

CRM in all stages of life cycle Pre purchase Purchase Post purchase Repurchase Dealer management Supplier management

Contd  

Customer Collaboration Product customization

CRM in Insurance   

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Personalization of offers Regular communication with customers Agents adopting a customer centric Approach Sales force automation Unification of data-single customer view

CRM in Airlines      

Multi channel customer access Automation & co-creation of values Segmentation & loyalty schemes Personalization Reduces hassles Enhanced value through strategic tie-ups

CRM in hotels      

Enhanced customer service Features that facilitates greater work fulfillment Access to consolidates data Focus on loyal customers Multi channel Strategic Partnership for higher customer need fulfillment

CRM in Telecom     

Customer friendly Processes Investment in CRM software Usage & unmet needs Personalization Rewards for loyalty

7 deadly sins in CRM 1. 2. 3. 4. 5. 6. 7.

Viewing CRM initiative as technology initiatives Lack of customer centric vision Insufficient appreciation of customer life time value Inadequate support from the top management Understand the importance of chain management Failing to re-engineer process Underestimating the difficulties involved in data mining & data integration

Thank you very much Questions?