Acknowledgements to Sir Waseem (Federal Urdu University of Arts, Sciences & Technology)
B&S RM CIMS CRM e-CRM
Time line
Late 80’s Early 90’s Mid 90’s 2002 - Future
B&S – Buying & Selling
RM – Relationship Marketing
CIMS – Customer Information Management Systems
CRM – Customer Relationship Management
e-CRM- A subset of CRM that focuses on enabling customer
interactions via e-channels (The web, email and wireless)
INTRODUCTON
CRM software records customer contact information such as email,
telephone, website social media profile, and more. It can also
automatically pull in other information, such as recent news about
the company's activity, and it can store details such as a client's
personal preferences on communications.
The CRM system organizes this information to give you a complete
record of individuals and companies, so you can better understand
your relationship over time.
CRM software improves customer relationship management by
creating a 360° view of the customer, capturing their interactions
with the business, and by surfacing the information needed to have
better conversations with customers.
Customer Relationship Management includes
comprehensive strategies and processes of
acquiring, retaining and partnering with
selective customers to create superior value
for company and the customer.
The Components of
CRM
Sales force Customer service/call Marketing
automation center management automation
Sales forcasting Call Centers Campaign
Managing aspects management
E-commerce Of customer contact
Field sales
Web-based Content
Retail self service management
Data analysis
Third-party brokers, Field services
And business
Distributors, agents and dispatch
Intelligence tools
Data warehouse and data cleaning tools
Service provided in a better way, and a quicker way
Sales force automated
Integrated customer information
Operation cost cut, and time efficient
A central database so that everyone in your
company can keep track of customer contacts
Sales and marketing teams can benefit from having
all this inside knowledge about customers
Lets you set up rules for distributing work
throughout your company
DISADVANTAGES:
CRM costs
Lack of leadership
Record Loss
Training
Contact and Account Management
helps sales, marketing, and service professionals capture and track relevant data about
every past and planned contact with prospects and customers, as well as other business
and life cycle events of customers.
Sales
provides sales reps with tools and company data sources needed to support and
manage sales activities, and optimize cross-selling and up-selling
Marketing Fulfillment
help marketing professionals accomplish direct marketing campaigns by automating
such tasks as qualifying leads for targeted marketing, and scheduling and tracking
direct marketing mailings
Customer Service and Support
provides service reps with software tools and real-time access to the common customer
database shared by sales and marketing professionals
Retention and Loyalty Programs
help a company identify, reward, and market to their most loyal and profitable
customers
Acquiring New Relationships
◦ You acquire new customers by promoting your
company’s product and service leadership.
Enhancing Existing Relationships
◦ You enhance the relationship by encouraging
excellence in cross-selling and up-selling, thereby
deepening and broadening the relationship.
Retaining Customer Relationships
◦ Retention focuses on service adaptability –
delivering not what the market wants but what
customers want.
BENEFITS
It provides 360-degree view of all customer
information, knowledge of what customers
want.
CRM helps customers relationships are
being managed electronically.
CRM system comes directly from having all
your business data stored and accessed
from signal location.
Departments can collaborate very easily
CHALLENGES
Data importing
Special requirements
Management decisions – the unwillingness to onboard
Others – Expecting too much too soon; lack of adequate
budget; bad vendor experiences; security concerns;
Infrastructure concerns; technology and constant
updating.
Poor Objectives
Poor CRM Strategy
User Adoption
Poor Business Process Design
Lack of Continuous Process Improvement
Improved Mobility
Tilting more towards Cloud-Based CRM
Workflows getting more automated
Socialization Of CRM
