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Customer Relationship Management (CRM) : Rajiv Agarwal

This document provides an overview of customer relationship management (CRM). It defines CRM as a business strategy aimed at understanding, anticipating, and managing customer needs. The objective of CRM is to profitably satisfy individual customer needs at the right time, in the right manner, and with the right offer. It discusses the evolution of CRM from corner stores and door-to-door sales based on personal interactions. It also mentions types of CRM, the CRM cycle, business drivers, key elements of a CRM architecture, CRM essentials involving basic business processes, implementation of CRM, and advantages of CRM over traditional marketing.

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36 views17 pages

Customer Relationship Management (CRM) : Rajiv Agarwal

This document provides an overview of customer relationship management (CRM). It defines CRM as a business strategy aimed at understanding, anticipating, and managing customer needs. The objective of CRM is to profitably satisfy individual customer needs at the right time, in the right manner, and with the right offer. It discusses the evolution of CRM from corner stores and door-to-door sales based on personal interactions. It also mentions types of CRM, the CRM cycle, business drivers, key elements of a CRM architecture, CRM essentials involving basic business processes, implementation of CRM, and advantages of CRM over traditional marketing.

Uploaded by

rkag123
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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CUSTOMER

RELATIONSHIP
MANAGEMENT(CRM)

Rajiv Agarwal
Roll no. 092100200
MBA Semster - II
Introduction to CRM
CRM is neither a concept nor a project .Instead,
it is a business strategy that aims to understand,
anticipate & manage the needs of an
organization's current and potential customers.
The objective of a CRM is to ensure that an
individual’s customer’s needs are profitably
satisfied at the right time in the right manner
with the right offer.
Evolution of CRM

CRM is the modern improvised


version of
Corner stores & door-to-door sales
which is chiefly based on the
personal interactions, intimacy &
knowledge about the customers
over the period of times.
Types of CRM
The CRM Cycle
in continuation…

Let us see some assessment questions:-


Who are the customers?
Where do they live?
What are their demographics & lifestyle?
What are their worth or livelihood?
What & how do they buy?
What are their purchasing patterns?
How can they be reached?
How have they responded to the promotions in the
past?
Business Drivers of CRM
Key elements of a CRM Architecture
CRM Essentials

CRM programs involve three basic


business processes :-
in continuation…
in continuation…
in continuation…(Customer service)
Implementation of CRM
Advantages of CRM over Traditional Mass-
Media Marketing

1. Easy to target specific customers.


2. Easy to track the effectiveness of a given
campaign.
3. Prevents overspending on low value clients &
under spending on high value ones.
4. Reduces advertising costs.
5. Speeds up the time to develop & market a
product.
6. Makes most with each contact with the
customer.
in continuation…

7. Round the clock availability goods &


services
8. 24-7 customer service
9. Helps in building global business
relationships.
10. Developing on-line mart concept like
Ebay.
11. More fast & efficient than traditional
marketing ways.
Conclusion…
CRM is a comprehensive sales
& marketing approach to
build long term Customer
Relationship & improving
business performance.
Thank
you!!!

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