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SIMS CRM Session1

The document discusses customer relationship management (CRM). It defines CRM as an approach to managing a company's interactions with current and potential customers using technology to organize sales, marketing, customer service, and technical support. CRM uses customer data analysis to improve relationships and drive retention and sales growth. Key components of CRM include proactive customer development, building partner relationships, mutual value creation, and customer retention strategies.

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Rohit Chellani
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79 views26 pages

SIMS CRM Session1

The document discusses customer relationship management (CRM). It defines CRM as an approach to managing a company's interactions with current and potential customers using technology to organize sales, marketing, customer service, and technical support. CRM uses customer data analysis to improve relationships and drive retention and sales growth. Key components of CRM include proactive customer development, building partner relationships, mutual value creation, and customer retention strategies.

Uploaded by

Rohit Chellani
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Customer Success

Customer success is the business methodology of

ensuring customers achieve their desired outcomes while using your

product or service.

Customer Success is relationship-focused client management, that

aligns client and vendor goals for mutually beneficial outcomes.


CRM
Customer relationship management (CRM) is a model for managing a
company's interactions with current and future customers.

It involves using technology to organize, automate, and synchronize


sales, marketing, customer service, and technical support
Approach of CRM
• Customer relationship management (CRM) is an approach to managing a
company's interaction with current and potential customers.

• It uses data analysis about customers' history with a company to improve


business relationships with customers, specifically focusing on customer
retention and ultimately driving sales growth.

• One important aspect of the CRM approach is the systems of CRM that
compile dsata from a range of different communication channels, including a
company's website, telephone, email, live chat, marketing materials and more
recently, social media.

• Through the CRM approach and the systems used to facilitate it, businesses learn
more about their target audiences and how to best cater to their needs.
Components of CRM
CRM

• Proactive customer business development

• Building partnering relationship with most important customers

• Mutual value creation

• Customer retention strategy


Objectives of CRM
•v
Linkage between CRM and SCM

• Business Intelligence

• Enablement Tools and Services

• Web and IT Integration


Change in Approach
Conventional Approach to CRM Integration with Web-enabled & Integration Approach
Technology

• Customer Contact by telephone/ • Customer database


mail/ in-person • Customer information system
• Personal selling • Electronic point of sale (EPOS)
Web & Internet
• After sales service • Sales force automation
• Complaint handling • Call centres
• Account management • System integration
• Customer care • Lifetime value of a customer
• Customer satisfaction
Phases of CRM Business Cycle

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