CRM Customer relationship management
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A small powerpoint of CRM and the concept behind it. The context isn't great but the design is a nice template. It was used in a Sales class so the exercise isn't there.
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Customer Relationship Management
The document discusses customer relationship management (CRM) and its evolution since the 1960s. It defines CRM as an integrated system using software and databases to manage customer-focused business processes throughout a customer's relationship with a business. The objectives of CRM include creating customer value, gaining competitive advantage, and increasing customer service and efficiency. Traditional CRM focuses on automation, while strategic CRM aims to build high-value customer relationships. Information technology plays a key role in CRM through personalized communication. The implementation of a CRM system requires a strategic review and selection of appropriate technologies and partners.
Crm
Customer relationship management (CRM) involves managing interactions with customers across different channels to improve customer retention and maximize customer lifetime value. Traditional marketing focused on transactions and acquiring new customers, while CRM prioritizes developing long-term relationships and sharing customer data across departments. Successful CRM systems identify the most profitable customers, differentiate customer needs, and allow customizing offerings through interactions across multiple channels like web, phone, and store.
Customer relationship management (crm)
CRM involves developing and maintaining long-term, mutually beneficial relationships with strategically important customers. It is a business philosophy and process focused on customer needs and values. Relationships develop over several stages from initial interactions to long-term partnerships. Salespeople play a key role in building trust and commitment by understanding customers and enhancing value at each stage of the relationship life cycle. The goal of CRM is superior customer value and loyalty through collaborative learning relationships.
Analytical Crm
Analytical CRM involves analyzing customer data from various sources to gain insights into customer needs, behaviors, and preferences. This allows companies to design targeted marketing campaigns, customer retention strategies, and make management decisions. Analytical CRM uses data mining and predictive modeling to segment customers, identify the most profitable, and optimize cross-selling and upselling opportunities. When implemented effectively over time, analytical CRM can help companies acquire new customers, improve relationships with existing customers, increase loyalty, and reduce customer churn.
Benefits of CRM
CRM software allows a company to centralize customer data, automate marketing and workflows, and improve customer service, sales forecasting, and reporting. It also scales easily, integrates with other systems, provides security, and automates business processes. CRM is a tool that helps manage all customer interactions to enhance business performance.
CRMSession 1 - Introduction to Customer Relationship Management
CRMSession 1 - Introduction to Customer Relationship ManagementWelingkar Institute of Management Development & Research (WeSchool)
The document discusses customer relationship management (CRM) and its key aspects. It defines CRM as a business strategy and infrastructure that enables companies to increase customer value, loyalty, and retention by tracking and managing customer interactions. The document categorizes CRM into strategic, operational, analytical, and collaborative types and notes operational and analytical CRM focus on direct customer interactions and understanding customers respectively. It also outlines requirements for effective CRM software and discusses how CRM supports marketing, employee relationship management, and partner relationship management goals.ย
Top 40 CRM Features
Your CRM platform has the ability to automate certain aspects of your sales. Learn to know the top 40 CRM Features
Customer Relationship Management
The document discusses customer relationship management (CRM). It defines CRM and explains that it is a process used by businesses to learn about customers and develop stronger relationships. CRM uses both technology and human resources to gain insights into customer behavior and value. The summary then discusses the three phases of CRM - acquire, enhance and retain customers. It also lists some common CRM application components and tools.
Bi crm presentation - Using Business Intelligence to Improve Customer Relations
Using Business Intelligence to Improve Customer Relations
Vispi Munshi
CEO - ERP India
http://www.erp-india.org
vmunshi@erp-india.org
Introduction to crm
CRM has evolved over time from a focus on mass marketing in the 1960s to developing personal customer profiles and building customer-focused organizations today. CRM seeks to understand customers through collecting and integrating information on who they are, what they do, and what they like. The goals of CRM are to use existing customer relationships to grow revenue, provide excellent service through integrated customer information, and introduce consistent sales and service processes. Key benefits include improved customer service, sales, and increased revenues by better understanding customers.
CRM
The document discusses integrating customer relationship management (CRM) processes to build relationships. It explains that CRM involves a timely delivery of excellent service through a combination of business processes and technology. It also discusses top CRM applications in various industries, strategic drivers of CRM, defining CRM, managing the customer lifecycle through CRM, requirements for new CRM architectures, trends in CRM, and provides a roadmap for implementing CRM.
5 Essential Features of Call Center CRM
This document discusses 5 essential features of call center CRM software: 1) call center analytics to analyze customer trends and patterns, 2) an integrated agent desktop for a 360-degree view of customer interactions, 3) multiple channel integration such as social media and chat, 4) a knowledge database for agents to efficiently resolve customer queries, and 5) automatic escalations to pass incidents to higher authorities if needed. The CRM software helps call centers better manage customer data and interactions to improve customer service.
Emerging concerts in crm
This document provides an overview of customer relationship management (CRM) concepts and practices. It defines CRM, discusses the emergence of CRM with new technologies, and provides examples of successful CRM programs. It also outlines key aspects of developing a CRM strategy, including constructing a customer database, analyzing customer data, selecting target customers, developing relationship programs, and measuring CRM program impact. The document emphasizes the importance of customer retention over acquisition and discusses how CRM can be used to improve the customer experience.
Advantages of Customer Relationship Management
Documents based on information regarding the benefits and advantages of CRM system in an organization.
A framework for customer relationship management
1. Customer relationship management (CRM) involves using technology to organize sales, marketing, customer service and technical support to manage interactions with current and future customers.
2. Companies analyze customer purchase histories and characteristics stored in a customer information file to calculate customer lifetime value and identify the most profitable customers to target.
3. Relationship marketing programs like loyalty programs, customer satisfaction initiatives, and mass customization are used to increase customer retention, loyalty, and long-term profitability.
Customer relationship management in mis ppt
The document discusses customer relationship management (CRM) in management information systems. It describes the major components of CRM including contact/account management, sales, marketing, customer service, and retention programs. The document also outlines the three phases of CRM as acquiring, enhancing, and retaining customers. Both the benefits of CRM in identifying best customers and customizing products, as well as challenges like lack of preparation are covered. In conclusion, the document provides a high-level overview of key aspects of implementing CRM systems.
Service marketing- customer relationship management
customer relation management in service sector, the profitability segmentation of customers in service marketing, service marketing, the types of customers in various segmentation,
CRM trends
Learn more about the technological advancements in CRM and how it will help you deliver experiences and give your business an edge over competitors.
Stay updated with the Emerging CRM Trends:
https://www.officeclip.com/blog/post/2020/10/06/emerging-crm-trends
Evaluation of CRM management
Samsung is a large South Korean multinational conglomerate company with many subsidiaries that produce a wide range of products beyond just smartphones and TVs. These subsidiaries include Samsung Electronics (smartphones, TVs, medical equipment), Samsung Heavy Industries (ships), Samsung Engineering and Samsung C&T (construction), and Samsung Automotive. Samsung uses customer relationship management (CRM) strategies like understanding customer behavior, expectations, engagement, and a strong CRM software system. Their global strategy focuses on key regions and linking products via digital networks through various business units. Samsung aims to strengthen competitiveness through premium products and efficient implementation of business strategies.
Mba ii ewis u iv crm
The document provides an overview of customer relationship management (CRM). It discusses the history and evolution of CRM from database marketing in the 1980s to relationship marketing in the 1990s to CRM in the early 2000s. It defines CRM as everything involved with managing the customer relationship. The goals of CRM are also outlined, such as providing better customer service and cross-selling products more effectively. Different types of relationship marketing are described, from basic transactions to partnership models. The document also discusses implementing a CRM program and the importance of an integrated approach.
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KFC is a fast food chain known for fried chicken that was founded in 1952 in Kentucky. It operates over 20,000 locations globally and has become a segment of Yum! Brands. KFC focuses on chicken pieces, sides, and sandwiches. While its core product is fried chicken, it also offers grilled options and regional variations outside the US. The company uses marketing strategies like targeting families and opening locations in high-income areas. It also employs the 4 P's of marketing - producing signature recipes, competitive pricing, promotions through advertising, and prime high-traffic placement of restaurants. KFC has seen success in India through over 100 locations across major cities and follows CRM practices to engage customers.
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CRM at Pizza Hut focuses on building strong customer relationships and loyalty through programs like their customer satisfaction hotline, feedback surveys, and rewards programs. They also aim to provide excellent customer service and cater to local customer tastes to increase retention. Pizza Hut leaders emphasize principles like customer focus, belief in people, recognition, coaching, accountability, excellence, positive energy, and teamwork to enhance their CRM approach.
Customer relationship pizza hut
This document contains information about Pizza Hut's operations and success in Malaysia as well as its use of customer relationship management. It discusses how Pizza Hut has grown to over 210 restaurants in Malaysia and Singapore by continually developing new pizza products. It also describes how customer relationship management helps ensure smooth operations between suppliers, manufacturing, and customers to meet customer needs. Finally, it outlines some of Pizza Hut's key CRM tools and components like segmenting customers, communications, customer service capabilities, and designing and implementing their CRM program.
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This document discusses strategies for service failure recovery in the restaurant sector through an Indo-US comparative study. It finds that in the US, 68% of strategies involve an apology along with compensation, while in India it is only 60% with an apology and assistance short of compensation. Customers in the US are more ready to return and recommend the restaurant after a service failure compared to India. The document recommends that Indian restaurants offer compensation for failures more often and improve empowerment and training for managers to better handle customer complaints.
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Pizza Hut has been successfully operating for over 40 years through relentless innovation and commitment to quality. It has over 34,000 outlets in 100 countries including 42 outlets across 10 major cities in Pakistan. The report discusses Pizza Hut's marketing mix strategies including segmentation of customers based on geographic, demographic, psychographic and behavioral variables. It targets upper and middle class customers of all ages. Key elements of the marketing mix discussed are products, pricing, place and promotion. New products are developed every 8 weeks to retain customers.
Customer Relationship Management practices by Mc Donalds- A case study
McDonald's aims to provide the best quick service restaurant experience worldwide. It localizes its menu for India by excluding beef and pork and using popular Indian spices. McDonald's maintains the same clean and family-friendly ambience across all its Indian outlets. It aims to offer affordable prices without compromising quality through efficient operations. Customer satisfaction is the top priority through strict quality standards, friendly service, and various feedback and reward initiatives.
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The document discusses customer relationship management (CRM) systems. It defines CRM as managing detailed customer information and touchpoints to maximize customer loyalty. CRM systems aim to increase revenue through customer acquisition, satisfaction, and retention. They analyze customer data to design targeted marketing campaigns and make management decisions. The document outlines CRM strategies like acquisition, retention, loyalty and evangelism, and discusses aspects of CRM architecture including front office support, direct communication, and data analysis. It also notes potential pitfalls of CRM systems and promotes the benefits of a customized CRM solution.
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This document provides an introduction to Customer Relationship Management (CRM). It discusses that CRM aims to provide a competitive advantage through strong customer relationships rather than just product or price. CRM involves managing relationships with customers throughout their lifecycle from acquisition to retention. The document then covers the basic concepts of CRM including the goals of improving customer satisfaction, expanding the customer base, and enhancing business sales and workforce productivity. It also discusses the various types of CRM like strategic, operational, analytical and collaborative CRM and how they differ in their characteristics and focus areas.
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The document discusses customer relationship management (CRM). It defines CRM and explains why companies need it. It describes the main goals of CRM as gaining insights into customer behavior and values to improve customer service, marketing/sales processes, and increase customer revenue. It also outlines different types of CRM, such as operational, analytical, consumer, and collaborative CRM. Finally, it covers CRM implementation options, benefits, costs, and provides definitions of CRM from industry experts.
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Average talent teams that get along well with each other are more productive than gifted teams that donโt get along. It doesnโt matter how well a team with low emotional intelligence is in control of the numbers. They canโt even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we canโt find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
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The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
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Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their teamโs motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
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Anger, hatred, love, happinessโฆ You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
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Not everyoneโs level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
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Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Donโt let your feelings affect your actions.
20/ Timing
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As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ ๐ง๐ผ๐ป๐ด๐๐ฎ ๐๐๐
Book:- https://amzn.to/3XsVTz2.
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Customer Relationship Management
CRM stands for customer relationship management. It is a comprehensive strategy and process to acquire, retain, and partner with selective customers to create value for both the company and customer. CRM uses tools like software and technologies to automate and improve business processes related to managing customer relationships in areas like sales, marketing, customer service, and support. There are three main types of CRM technologies: operational CRM, which provides support for front office functions; analytical CRM, which analyzes captured customer data; and collaborative CRM, which facilitates interaction and communication between the customer and company channels.
customer relatinship management
CRM refers to a process implemented by companies to manage relationships with customers. CRM software stores customer information that can be accessed by different departments. This information is analyzed to develop strategies to improve products/services, target markets, and increase sales. The goal of CRM is to study company strategies and analyze customer needs to develop the business through customer retention, segmentation, and identifying profitable customer segments. CRM helps provide consistent information across employee interactions by implementing common policies, processes, and strategies.
Semantic CRM sOLUTIONS
CRM systems compile customer data from various interactions to improve relationships and drive sales. They provide marketing staff detailed customer profiles including personal information, purchase history and preferences. Semantic Software offers customizable CRM solutions to address three key areas: sales and marketing management, product showcasing, and customized solutions tailored to specific business needs. Their solutions help track and manage leads, store detailed customer databases, analyze sales performance and provide reporting.
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Customer relationship management (CRM) refers to the processes and technologies used to manage relationships with customers. It involves tracking customer interactions across sales, marketing, customer service, and other functions. The key components of CRM include contact and account management, sales, marketing and fulfillment, customer service and support, and retention and loyalty programs. CRM systems allow companies to better understand customer needs and provide personalized customer experiences.
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Customer relationship management (CRM) is a strategy that aims to understand customer needs in order to increase satisfaction and develop long-term relationships. CRM involves collecting customer data, analyzing customer behaviors, and using insights to improve processes and customer experience. Implementing a CRM strategy requires organizational readiness, setting up a steering committee, analyzing business needs, evaluating and reengineering processes, monitoring the CRM system, and measuring results.
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CRM stands for Customer Relationship Management. The document discusses the basics of CRM including definitions, objectives, ingredients, types and considerations for CRM software selection. There are four main types of CRM - strategic, operational, analytical and collaborative. Strategic CRM focuses on acquiring and retaining profitable customers while operational CRM covers customer-facing processes like marketing, sales and service. Analytical CRM analyzes customer data and collaborative CRM facilitates cooperation across organization boundaries. The goal of any CRM system is to increase customer loyalty and business profits.
Customer relationship management
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CRM is a business strategy that aims to optimize profitability, revenue, and customer satisfaction by organizing processes around customer segments and fostering customer-focused behaviors. It should be an enterprise-wide initiative where a company defines how it will manage customer value and loyalty and implements the necessary capabilities. CRM technologies provide greater customer insights, access, interactions across channels, and integration between customer-facing and back-office functions.
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Strategic plans for banks and credit unions are replete with references to their superior customer- or member-centricity. Nearly every financial institution says their competitive edge is their customer service. However, when everyone competes on the same thing โ and they all claim to be the best โ then the only logical conclusion is the vast majority are clearly wrong.
A large majority of banks claim they are customer-centric, even while competing with product-centric business strategies like focusing on rates and fees. Far too many banks today fail to define what customer centricity means, nor do they organize their business strategies around what customers truly want, even developing products or services customers have voiced little demand for.
When it comes to adjusting their strategy, banks have only a handful of options. They can revisit their strategy and define it differently to reflect a product-centric approach โ i.e., lowest cost, unique or specialized products, etc. โ or they could double-down on customer centricity and practice what they preach. Assuming they are insistent on customer centricity, what should banks do?
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First, we need to level-set with a definition of customer-centricity. According to Forbes, customer-centricity is:
โThe ability of people in an organization to understand customersโ situations, perceptions and expectations. The customer should be at the center of all decisions related to delivering products, services and experiences to create customer satisfaction, loyalty and advocacy.โ
Customer-centric organizations understand every facet of their customers. Many banks and credit unions measure customer satisfaction just once a year and have call center reports detailing complaints and use that limited analysis to say they understand the customer. Or, worse yet, banking executives often say they know the customersโ needs because they are a customer. There are also variations of, โI know the customer because Iโm in the community,โ or, โI understand millennials because my children are millennials.โ
A true customer-centric organization holds the customer as the single most important point when making decisions that will affect the customer. Most publicly-traded organizations are likely to fail this test as revenue, income, cost or overall financial impact most often trump customer needs or wants. Similar attitudes abound in privately-held organizations and even credit unions, which are member owned.
If the first question when presenting a business case to the executive team isnโt โHow will this affect our customers?โ then the organization is not likely to be customer centric.
Characteristics of a Customer-Centric Organization
Merely saying that an organization is customer-centric and having a pithy tagline doesnโt make an organization so. Organizations that are customer-centric exhibit the following characteristics:
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Customer relationship management (CRM) involves managing interactions with customers during the sales process. There are four main types of CRM systems: operational, analytical, collaborative, and strategic. Operational CRM uses automation to serve customer relationship strategies, analytical CRM collects data to increase satisfaction and retention, collaborative CRM enables communication between organizations regarding customer service, and strategic CRM aims to win and keep profitable customers. Benefits of CRM include personalization, increased customer retention and productivity, enhanced profitability, saving time and money, data security, and simplified collaboration. Challenges include siloed data between departments, lack of data entry time, ensuring data security, assessing time and costs, defining project scope, and integration issues.
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CRM Customer relationship management
- 1. Customer relationship management Gintare Nenortaite & Kristian Steenfeldt
- 3. Different methods of CRM
- 4. An example of CRM
- 5. Exercise
- 6. Discussion
- 7. SummaryConcept CRM are methods used to interact and review customers
- 8. It is a highly IT based system based on special purpose software
- 9. The information pulled from CRM software is used for promotion and for measuring customer satisfaction
- 10. Tools for CRM should be implemented โโonly after a well-devised strategy and operational plan are put in placeโโ โ Lior, ArussyDifferent methods of CRM Operational CRM โ provides support to โโfront officeโโ processes
- 11. Analytical CRM โ analyzes customer data for mkt. campaigns
- 12. Sales Intelligence CRM โ intended as a more direct sales tool
- 13. Collaborative CRM โ used to improve the quality of services
- 14. Consumer relationship CRM โ CRS is used to track consumer sentiments
- 15. Simple CRM โ focuses on core values like managing contacts activities
- 16. Social CRM - uses social network monitoring feeds to analyze trendsAn example of CRM A car dealership โ They send out a from of questionaires to their resent customers to measure satisfaction levels and to evaluate their own service level.
- 17. Shopping malls โ They ask their customers what their zip code is to measure and analyze where their customers come from. This can be done to target your marketing campaign geographically. Exercise This exercise is meant to give you an insight to the more analytical side of CRM.
- 18. Please be ready to argue your solutions and ask yourself why .Discussion Let us discuss the different results from the groupsSummary
- 19. Thank you for your attention