SUSL - Customer relationship management

CUSTOMER RELATIONSHIP MANAGEMENT

GROUP NO 07

Content…..

1) What is Customer Relationship Management ?2) Customer Relationship Management System3) Components of CRM System4) Types of CRM System5) Characteristics of CRM System6) Functions of CRM7) Advantages of CRM8) Disadvantage of CRM9) How Merge CRM System with Organization?

What is Customer Relationship Management ?

This focuses on managing all of the ways that a firm deals with its existing & potential new customers. CRM is both a business & technology discipline that uses information systems to integrate of all of the businesses processes surrounding the firms interaction with its customers in sales marketing & service.

Customer Relationship Management System

This is a information systems for creating a coherent integrated view of all of the relationship a firm maintains with its customers.

Components of CRM System

Sales- Telephone- Web- Field- Retail

Marketing- Campaign data- Content- Data Analysis

Service- Call Center Data- Web Self Service

Data- Field Service Data- Wireless Data

Unified view of customers

Consistent message to customers

End to end customer care

Long term customer care

Identification of best profitable customers

Types of CRM System

CRM System

Analytical

ApproachOperational Approach

Characteristics of CRM System

End to end customer Have three main components

Eg:- Sales, Marketing, Customer Service This is a enterprise application Available in every level of Management Have two approaches

- Analytical- Operational

This system is a modular system

Functions of CRM

Operational

Analytical

Collaboration

Advantages of CRM

Can give higher satisfaction

Can offer better customer service

Can earn more profit

Enables to communicate easily

Can complete CRM functions easily

Helps to get an idea about their Sales, Marketing & Service

Disadvantage of CRM

Software maintain & purchase cost is high

Customization is required

Sometime can’t use uneducated customers

If there have low integration, CRM may be fail

Difficulty & complexity of software uses

How Merge CRM System with Organization?

Group Members

M.P.D.S.Ananda 10/MS/004D.M.D.S.Dissanayaka 10/MS/034N.A.S.Prasad 10/MS/087M.P.S.W.Madushika 10/MS/211S.M.Priyadarshani 10/MS/233H.K.M.Karunarathne 10/MS/186P.B.Balasooriya 10/MS/136E.W.M.S.Gunarathne 10/MS/163

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