18049561-Customer-Relationship-Management

8/7/2019 18049561-Customer-Relationship-Management

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Customer

Relationship Management

Presented by :-

Kuldeep Jaiswal

Roll No: 21


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Contents

Introduction Why need CRM

Goals of CRM

Types of CRM

Implementation Type of CRM

Web Based CRM Modules of SAP CRM

Benefits of CRM

Cost Calculations

Q&A

Thank you !!!

Appendix A - Market Capitalization Appendix B CRM Definition


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Introduction

Customer Relationship Management

(CRM) is the term given to the concepts

that a company employs to manage its

relationship with their customer.


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CRM Definition

CRM is an IT-enabled business strategy, the outcomes of whichoptimize profitability, revenue and customer satisfaction by

organizing around customer segments, fostering customer-satisfying

behaviors and implementing customer-centric processes. - GartnerGroup

CRM is a business strategy to select and manage customers to

optimize long term value CRMGuru.Com

"CRM is an enterprise wide mindset, mantra and set of business

processes and policies that are designed to acquire, retain andservice customers. - Scott Fletcher, VP, i2.


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Why Need CRM

Communication Gap

Getting a new customer cost 5 times then

retaining existing customer

Every company do CRM one way or other.

Few Facts : why need CRM

Not a single point of contact

1% increase in sale with existing customer

will boost profit by 17% while 3% in other case


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Goals of CRMThe idea behind CRM to gain insight into the behavior of customers and the

values of those customers. If it works as hoped then business can :-

Provide better customer services

Make call center more efficient

Cross sell product more effectively

Helps sales staff close deals faster

Simplify marketing & sales process

Discover new customers

Increase customer revenue


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Types of CRM

Operational CRM which provides support to front office, businessprocesses including sales, marketing and service. Operational CRMprocesses customer data for a variety of purposes:

Managing campaigns

Enterprise Marketing Automation

Sales Force Automation Sales Management System

Analytical CRM which analyses the customer data for variouspurposes such as design and execution of targeted marketingcampaigns to optimize marketing effectiveness, design and

execution of specific customer campaign, analysis of customerbehavior to aid product and service decision making, managementdecision, prediction of probability of customer defection.

Continue.


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Types of CRM

Consumer Relationship CRM covers aspects of a company'sdealing with customers handled by the Consumer Affairs andCustomer Relations contact centers within a company.Representatives handle in-bound contact from anonymousconsumers and customers.

Sales Intelligence CRM is similar to Analytical CRM, but isintended as a more direct sales tool. Features include alerts sent tosales staff regarding:

Cross-selling/Up-selling/Switch-selling opportunities

Customer Drift

Sales performance

Customer trends Customer margins

Customer alignment

Continue.


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Types of CRM

Collaborative CRM covers aspects of a company's dealings withcustomers that are handled by various departments within acompany, such as sales, technical support and marketing.Collaborative CRM's ultimate goal is to use information collected byall departments to improve the quality of services provided by thecompany.

Campaign Management combines elements of Operational andAnalytical CRM. Campaign management functions include:

Target groups formed from the client base according toselected criteria

Sending campaign-related material (e.g. on special offers) toselected recipients using various channels (e.g. e-mail,telephone, SMS, post)

Tracking, storing, and analyzing campaign statistics, includingtracking responses and analyzing trends


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Implementation type of CRM

Two Category to implement CRM :

REMOTELY HOSTED :-

Smooth running

Free upgradeSecure Application

Continuous Support

Possiblemisuse of

data

LOCALLY HOSTED :-

Complete Control

Customize in our ow

nw

ay

Technical SupportSecurity concerns

Problematicupgrade


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Web Based CRM

Web based CRM are different from traditional CRM in look and feel.

Benefits :-

Low implementation Cost

Rapid Development

Accessibility Instant Information Sharing

Light Weight

Features :-

Power Dialing Voice Messaging

Fax / email Customization


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Benefits of CRM

GrowthVision ImproveSales &

Service

Increate

the

number ofopportunity

Expand

the market

& attractnew

partners

Develop

additional

streams ofrevenue

Single

Point

communi-cation

With

Customer

Email

Marketing

Reporting

Profit

Long term

profitability

Sustainable

Income

improvedcustomer

satisfaction

By

knowing

whatcustomer

demands

Customize

Knowledge

base


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Cost Calculations

CRM Cost Includes :-

Hardware Cost

Software Cost

Professional Services

Approx Cost :- 0.5 M $ or 2.5 Cr Rs


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Market Share of CRM companies

Vendor % Share

Oracle 16.3%

SAP 25.3%Salesforce 8.3%

Amdocs 5.2%

Microsoft 4.1%

Others.. 40.6%

*Data as

per year2009-10


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Thank you !!

18049561-Customer-Relationship-Management

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