Customer Relationship Management

K. P. B. Hinduja College of Commerce

Self Financing Section Second Year Banking & Insurance S.Y.B.B.I.

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Subjec t:

Customer Relationship Management Submitted To:

Prof. Submitted To:

prnv007

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Topic of Presentation

An Overveiw of Customer Relationships Management YOUR LOGO

Customer Relationship Management

Definition. Why CRM?

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Customer Relationship Management Types of CRM solution 

Outsourced solutions

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Off-the-shelf solutions

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Bespoke software

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Managed solutions YOUR LOGO

Customer Relationship Management How to implement a CRM solution? 

Stage 1 - Collecting information

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Stage 2 - Storing information

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Stage 3 - Accessing information

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Stage 4 - Analysing customer behaviour

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Stage 5 - Marketing more effectively

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Stage 6 - Enhancing the customer experience YOUR LOGO

Customer Relationship Management

 Benefits of Implementing a CRM Solution 

Systemization

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Information Share

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Planning

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Project Sponsor

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Project Manager

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Top Seller

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Customer Relationship Management

Potential drawbacks of CRM 

Poor communication

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Weak leadership

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Customer Relationship Management Goals of CRM 

retain

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acquire

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 Get other

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 Re-price or reconfigure

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Customer Relationship Management

How to Measure CRM Success

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Customer Relationship Management

Impact of CRM in India

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The Success Mantra For Effective Customer YOUR LOGO Relationships Management

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A Customer wants to be taken Seriously

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Hope your relations with your Customer Relations Improve YOUR LOGO