Customer relationship

management

DEEPAK KC
RAHUL PRAKASH
 DEFINITION

The art of managing the organisation’s relationship

with the customers and prospective clients refers to
the customer relationship management
Crm includes various strategies and techniques to
maintain healthy relationship with the organisations
existing as well as potential customers.
Organisation must ensure customers are satisfied with
their product and services for higher customer
retention.
 CRM SOFTWARE
It is a software solution that brings a host of
capabilities together here we can
Store all your prospects and customers
Make calls
Send mails
Create reports
Schedule appointments
Add notes etc..
NEED OF CRM

 Crm leads to satisfied customers

 Crm goes a long way in retaining existing
customers
 It improves relationship between organisation and
the customers
CRM AND CUSTOMER LIFE CYCLE
The life cycle of crm consists of three phases
Customer acquisition
Crm allows companies to effectively promote and market
their products and Services to prospects this will speedup
the acquiring process
Customer relationship enhancements
Crm helps companies better understand existing
customers needs and behaviour and enhance the
profitability from existing customers. And they can
customize their Products and services according to
individual need and customers
Customer retention
 TYPES OF CRM
Operational crm
Operational crm is related to typical business functions involving customer services,
Order management, invoice billing etc. The technology involves progressive approach
Towards gathering customer data via multiple interconnected delivery channels.

Analytical crm
Analytical crm involves capturing and analysis of customer dat. Once this is done
Specialised analytical tool are planned on top of infrastructure to be drive actionable
Knowledge out of integrated customer data that is gathered.

Collaborative crm
Collaborative crm deals with all communication coordination and collaboration
Between vendors and customers. Collaborative crm covers the direct interaction
With the customers.
 ROLE OF CRM
FINANCE
increase revenue
Lower cost and increase efficiencies

Operations
Deliver and improved customer services
Monitor activity and gain greater control
Decrease people attrition

Information technology
Integrate with existing system
Consolidation and integration

Sales and marketing

Increase sales and extend customer reach
Improve customer experience and loyality
Increase productivity