CRM - Customer Relationship Managemennt -Aspects -History -Key Features of CRM

2. By: Muhammad Adeel

3. What is CRM?
CRM (Customer Relationship Management)
are the concepts used by organizations to
manage their relationships with customers.
“The approach of identifying, establishing,
maintaining, and enhancing lasting
relationships with customers.”

4. History of CRM
 1980s: Database marketing emerges.
 1980s: Database helped larger organizations rather
then small who only got survey type info.
 1990s: CRM appears as a two-way communication
device.
 1990s: CRM leads to programs such as frequent flyer
miles and bonus points on credit cards.
 2000s: Internet has helped expand from stagnant
database and allows off-site information storage.
 2000s: Used most frequently in financial services, high
tech corporations and the telecommunications
industry.

5. CRM ASPECTS
Basically CRM is Based on three Aspects..

6. Operational Aspects
 Operational aspect of CRM is automation to
Customer’s processes including front office sales /
service and marketing representative.
 Any customer interaction is recorded by CRM, so
that any one can retrieve the customer information
at anytime without having to interfere about
interaction history

7. Collaborative Aspects
 Direct interaction with customers without
interference of sales representative. Cost reduction
and better customer services through automated
voice response, email feedbacks, SMS, IVR etc
Analytical Aspects
 Analysis of Customer Data for purposes like
optimizing marketing effectiveness, customer
retention, behavioral analysis, decision making.

8. CRM leads to…
 Identifying prospects and helps them become
customers.
 Closing sales more effectively and efficiently.
 Allowing customers to perform business
transactions quickly and easily.
 Providing better service and support following a
sale.

9. Key Features of CRM
A typical CRM consists of three sub
Modules:
 Sales
 Marketing
 Customer Services

10. SALES
It improve sales and streamline existing processes.
MARKITING
It helps in marketing departments identify and target
their best customers, manage campaigns as well as
discover qualified leads.
CUSTOMERS SERVICES
Form individualized relationships with customers.

11. Benefits of CRM
Research has shown that companies that
create satisfied, loyal customers have more
repeat business, lower customer-acquisition
costs and stronger brand value.
Which equals to better financial performance.

12. CRM Companies in Share Market 2013

13. Top CRM Companies

14. Famous Companies Info…
 Salesforce has greater market share in the West and the
South compared to the Midwest and the Northeast.
 While Microsoft Dynamics CRM is number 2 in overall CRM
market share, it’s greatest relative share is in organizations
with 100 or fewer employees.
 Microsoft Dynamics CRM stacks up better against Salesforce
in the Midwest and the Northeast.
 Oracle and SAP considered as standalone systems by CRM
buyers,
 Vtiger and SalesLogix and ACT! are hanging tough in five
and six overall positions.

15. At the End….
Choosing the right CRM helps Client interaction and
understanding efficient initiating process of better
service and customer retention.