Group members
Amna Naeem
M. Suffyan
Parnia khan
Hassan Taimoor
Haleema Sultan
What is CRM (Customer Relationship Management)
Definition:
CRM stands for Customer Relationship Management. It is a system or strategy businesses use
to manage interactions with their current and potential customers.
Purpose:
The goal of CRM is to improve customer relationships, enhance customer satisfaction, and drive
business growth.
How it Works:
CRM systems store customer data, such as contact details, purchase history, and
communication records.
This data helps businesses understand their customers better and deliver personalized
services.
How CRM Supports Enterprise Processes
Integration:
CRM connects various enterprise processes like sales, marketing, and customer service,
ensuring all teams work together effectively.
Example: Marketing generates leads, which are tracked in the CRM and followed up by the
sales team.
Efficiency:
CRM automates repetitive tasks, like sending emails or generating reports, saving time and
reducing errors.
Customer-Centric Approach:
By combining customer data with enterprise workflows, CRM ensures businesses can focus
on customer needs at every step.
Example: If a customer raises a complaint, CRM allows the service team to access their
purchase and communication history for a faster resolution.
Core function of crm in enterprises process
Customer Data Management:
Refers to the process of collecting, storing, and organizing customer information so that it can
be accessed and used effectively.
Analytics:
is the process of analyzing this data to make informed decisions and improve business
Example:
A retail store collects customer information like purchase history, preferences, and contact
details. They then analyze this data to understand buying patterns and offer personalized
discounts to customers, improving sales and customer satisfaction. This is an example of
customer data management and analytics.
Sales Automation:
refers to using technology to streamline and automate repetitive sales tasks, such as lead
management, follow-ups, and reporting, to improve efficiency and effectiveness.
Example:
A company uses a CRM system to automatically send follow-up emails to potential clients
after an initial meeting.
Marketing Automation:
involves using software to automate marketing tasks like email campaigns, social media
posts, and customer segmentation, improving the reach and consistency of marketing efforts.
Example:
A business sets up an email campaign that automatically sends promotional offers to
customers based on their purchase history.
Customer Service Automation:
refers to using technology to automate customer support tasks, such as handling inquiries,
troubleshooting issues, and providing solutions without human intervention.
Example:
A website uses a chatbot that automatically answers frequently asked questions and helps
customers with basic issues.
CRM Tool
CRM Tool is software that helps businesses manage and organize their interactions with
customers, track sales, and improve customer relationships.
Salesforce:
Salesforce is a widely used CRM tool that helps businesses manage customer information,
track sales opportunities, and improve customer support. It allows businesses to store
customer details, track communication, and analyze sales data, making it easier to improve
relationships with customers.
Example:
A company uses Salesforce to track when a customer last purchased a product, follow up on
potential sales, and manage customer support requests.
HubSpot:
HubSpot is another CRM tool that helps businesses organize customer interactions, sales
processes, and marketing efforts. It also offers tools for managing emails, tracking leads, and
automating marketing tasks, all in one platform.
Example:
A business uses HubSpot to automatically send personalized marketing emails to customers and track
which customers are most interested in their products.
How CRM Enhanced Customer Experience and Retention
Understanding Customers Better:
CRM tools store all customer interactions, purchase history, and preferences. This information helps
businesses understand their customers on a deeper level.
Example:
If a customer frequently buys a specific product, CRM can send personalized offers or
recommendations.
Personalized Experiences:
Customers value businesses that cater to their needs personally. For instance, automated emails on
birthdays or special discounts make customers feel special.
Example:
Netflix uses CRM to recommend shows based on viewing habits, creating a personalized experience.
Retention Through Proactive Support:
Retention Through Proactive Support: CRM systems send reminders for follow-ups and flag
dissatisfied customers. This proactive approach ensures businesses can resolve issues before losing
the customer.
Example:
A customer complaining about a delayed order receives a prompt apology and a discount coupon,
making them more likely to stay loyal.
How CRM Improved Efficiency in Business Operations
Automation of Repetitive Tasks: CRM automates tasks like sending follow-up emails,
managing appointments, and generating sales reports. This allows employees to focus on
more strategic activities.
Example:
ESales teams use CRM to automate reminders for calls or follow-ups, ensuring no potential
lead is missed.
Improved Team Collaboration: CRM stores customer information centrally, so all teams—
sales, marketing, and customer service—have access to the same data. This avoids
duplication of work and ensures smooth communication.
Example:
If a customer contacts support after a purchase, the service team can see the sales team's notes
and address the issue quickly.
Data-Driven Decisions: CRM tools provide analytics and insights, enabling businesses to
make informed decisions, like identifying popular products or customer pain points.
Example:
A business notices a drop in customer engagement and uses CRM data to improve their
marketing strategy.
Challenges in crm implementation
Cost:
Cost refers to the amount of resources (such as money, time, or effort) required to obtain or
produce something. It is a fundamental concept in economics, business, and daily life.
Example:
If your electricity bill is ₹1000, then the *cost* of using electricity is ₹1000 that you need to
pay.
Training :
refers to the process of learning and developing skills, knowledge, or behaviors to perform a
specific task or improve performance in a particular area. It is often guided by an instructor or
involves practice and repetition.
Example:
A teacher teaches a new employee how to use a computer software for data entry. This
process of learning is called training.
Integration issues:
refer to the problems that occur when combining different systems, software, processes, or
teams to work together effectively. These issues can arise due to technical incompatibilities,
lack of communication, or differences in goals or methods.
Example:
A company implements a new customer management software but finds that it doesn’t
connect properly with their existing billing system. As a result, customer data doesn’t sync,
causing delays in generating invoices. This is an integration issue.
