customer relationship management
DESCRIPTION
TRANSCRIPT
CUSTOMER RELATIONSHIP MANAGEMENT
as an enabler of customer centric strategy
FEATURING….
AS AN ENABLER OF CUSTOMER CENTRIC STRATEGY2
RELATIONSHIP BETWEEN IT AND CRM
IMPLEMENTATION
CASE IN POINT
3
4
5
6
WHAT IS CRM?
FUTURE
1
WHAT IS CRM …..
CRM is the business strategy that aims to
understand, anticipate, manage and
personalize the needs of an organization's
current and potential customers.
CRM As an Enabler…..
Attracting new customers.
Generating more business from existing
customers.
Retaining profitable customers.
RELATIONSHIP BETWEEN IT AND CRM
ADVANTAGES
Shared or distributed
data
Cost reduction
Better Customer
Service
Increased Customer
Satisfaction
Better Customer
Retention
Loyal customers
More repeat business
More new business
More Profit
CRM IMPLEMENTATION
Remember that Culture is King
Set Realistic Goals
Obtain and Maintain Senior Management
Support
Analyze Working Processes
Select the Right Software Partner
CHARACTERIZATION OF CRM MATURITY
A CASE IN POINT-BHARTI AIRTEL
WHY CRM?
System was run manually. only 40 percent of customer issues were getting
resolved- Now about 90 percent,To manage the
expectations of the customers provide them with innovative products and
services in a manner which makes them loyal.
WHICH CRM ?
Bharti is using the Oracle CRM platform. Provide AirTel services anywhere and at any time. Same quality of service no matter whichever call
centres she contacts
A CASE IN POINT-BHARTI AIRTEL
VALUE DERIVED?
AirTel is now able to give its customers more value for money.
Able to provide customers different schemes and services depending on airtime usage.
Managed to segregate their workflow with the help of the CRM tool.
THE BREAK-UP
A CASE IN POINT-BHARTI AIRTEL
FUTURE
The Internet will continue to be exploited
to gather and attract data from customers.
Analytical technologies will be used more
often
to generate, anticipate or directed
customer behavior.
Real time integration of data.
PRESENTED BY:GROUP 2
AMITANSHU SRIVASTAVAALOK KUMAR
ABHISHEK SAXENAA N PANIGRAHI
Amar TiwariANKUR GOLCHA