Presented By:

Ritika Jain
Salim Husain
 CRM stands for Customer relationship Management

  It is a process or methodology used to learn more about customers'

needs and behaviours in order to develop stronger relationships with
them.

 It helps to bring together lots of pieces of information about

customers, sales, marketing effectiveness, responsiveness and market
trends.
 Characteristics of CRM
Four main characteristics of CRM

 It tracks and report every interaction with a customer - Describes the

customer's purchase, interest or demand. Reports the changing needs of the
customer and the way your business reacts effectively to them.

 CRM will be a universal instrument for collecting data about the service

requests, order entry, satisfaction and billing.

 CRM is able to measure the performance of the business on the basis

of internal benchmarks.

 CRM facilitates the working processes by emphasizing on the positive

and exclude the negative practices in customer relations centre.
 How it Works
 Maintains the database of the customers – Name, profile, past
purchases, liking, preferences etc

 Divide the customer into three zones

 Zone of Defection- Lowest level of satisfaction
 Zone of Indifference- Medium level of satisfaction
 Zone of Affection-Highly satisfied

 Try to bring customers from level one to three and try to retain these
customers

 This is done by sharing these information with employees, also

customers then identifying their needs, fulfilling them and thus
retaining them
 CRM enabled with IT tools
CRM helps businesses use technology and human resources to gain insight into the
behavior of customers and the value of those customers

 Sales Force Automation

 Contact Management Software –Store, tracks, manages contacts, leads of an enterprise
 Lead Management software- enables an organization to manage, track and forecast
sales leads. Also helps  understand and improve conversion rates.

 Marketing Automation
 Survey Management Software-Electronic Surveys, Polls, Questionnaires and enables
understand customer preferences.
 Call centre software- Used in call centers, ensure fast communication, record
communication with customers, add to the database of the customer contact history
which can be used anytime for further reference.

 Customers service automation

 Helpdesk Software- faster and more efficient tracking and responding to help desk calls,
 Self service CRM software-Electronic Surveys, Polls, Questionnaires and enables
understand customer preferences.
 Onesource Group
 New Zealand-based Onesource Group

 provides office technology solutions, such as business copying, printing, and

integrated data and voice, as well as office equipment financing.

 To continue its business growth, Onesource sought a Customer Relationship

Management (CRM) system that would enable its employees to spend more
time on sales and customer service and less on business administration.

 Working with Microsoft New Zealand, Onesource deployed Microsoft

Dynamics CRM 3.0 to manage customer relationships through the entire sales
lifecycle, from generating leads and supplying quotes to acquiring and
retaining customers.

 The solution has helped Onesource improve data quality, provide easier
access to powerful information, and boost customer service efforts.