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SYBBI

SUB
CUSTOMER RELATIONSHIP MANAGEMENT

Roll No Name
166149 Swati Sankpal
166150 Swapnali sapkal
166151 Yogesh Sawant
166152 Amol Shinde
166153 Darshan Shinde
Chapter4

CRM COST BENEFIT ANALYSIS

Benefits of CRM
Benefits of CRM to Customers
Benefits of CRM to Organization
Benefits of implementing CRM System As Per functional Areas
Mobile CRM
Computer Telephony Integration (CTI)
BENEFITS OF CRM TO CUSTOMERS
Benefit of Better Setvice:-
1 CRM Collects information that identifies customer`s buying habits. Including
preferences and frequency.
2 Customer`s feedback is implemented in products or Services which make them avail
with better service.
B Improved Relationshop:-
1CRM is all about merging marketing efforts with business processes to be
Able to identify, pursue & manage valuable customer relationshionship.
2 CRM is about knowing &understanding Customers Buying hobits.
C Social Relationship:-
1CRM helps to build Social CRM.
2 Social CRM the integration of social media with Customer relatioship management.
D Involvement in process:-
1 CRM is a management approach or model that puts the customer at the Core of an
organization processes & practices.
2 Customer is involved in the process by obtaining & inculcating their valuable
suggestions.

BENEFITS OF CRM TO ORGANIZATION:-


Intensified competition and increased customer power have driven institutions topurse a variety
of new strategies, all of which are dependent on new ways of understanding and relating to
customers.
CRM’s benefits to the Organizations are:-
(a) Identification of Potential Customers
(b) Increase Profitability
(c) Decrease Operating Costs
(d) Increased Customer Loyalty
(e) Improved Customer Satisfaction:-Customers expect that every conversation be
referenced against all previous contacts and channels, whether through phone or fax or
a web-based interaction.
(f) Other benefits:-
1. It also helps in stipulating data regarding history and preferences of customers.
2. Storage and provision of customer database.
3.Easy assess to collated data
4.Managing deals
5.Evaluation of a potential customers
BENEFITS OF IMPLEMENTING CRM SYSTEM AS PER FUNCTIONAL AREAS:-
Implementation of CRM system in an organization provides various
benefits. These benefits are classified into three aspects:-
1]Marketing:-
• Identify and target customers.
• Manage marketing campaigns with clear goals and quantifiable objectives.

2.Customer Support
• Strengthen shared relationship with individualised customer-care.
• Improve call centre efficiency and help desk support through automated system.

3.Sales:-
• Improve speed of communication and sales process.
• Increase sales efficiency through wireless and internet based order entry.
MOBILE CRM:-
Mobile Customer Relationship Management system is one of the recent
advancements in CRM systems. Recent years, customers using moile phone have
presented a very fast growing on value added services, SMS and information services.

ADVANTAGES OF MCRM (MOBILE CRM)

• Mobile-CRM services play an important role in a new trend which aims to create and
manage personalized customer relationship.

• Strategies adopted and advancements MCRM work effectively.

• Mobile CRM, customer are many retail outlets loyalty Program can participate through
individual mobile phone.
COMPUTER TELEPHONY INTEGRATION (CTI):-
• Computer Telephony Integration (CTO)is technology that allows user to use a
computer to control a telephone.

• In this manner a user of the the software application can answer incoming calls,place
the caller on hold, consult with another colleague, transfer the caller to another
department, and so on –all without ever touching an actual telephone.

• CTI is used in describing the computerized services of call centers, such as those that
direct user’s phone call to the right department at a business its calling.

• CTI also provides other benefits such as so-called screen-pop, or the ability to pre-
populate the computer screen with the customer’s information and history based on
identification of the caller via IVR data or ANI.

• CTI also allows for queuing,treatment, and routing of calls to the appropriate agent or
customer service representative.
• CTI also includes other non-telephony contact channels such as e-mail and Web chat.

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