PAST, PRESENT AND FUTURE OF CUSTOMER

RELATIONSHIP MANAGEMENT

DEFINITION AND MEANING OF CRM

BARTER SYSTEM

HISTORY OF CRM

1960 :ERA OF MASS MARKETING

1970 :SEGMENTATION AND CUSTOMISATION

1980 :NICHE MARKETING AND SFA

1990 :RELATIONSHIP MARKETING, TELEMARKETING AND CALLCENTERS

MONOPOLY MARKET

SINGLE SELLER

SELLER’S MARKET

NO CLOSE SUBSTITUTES

BARRIERS TO ENTRY

FIRM AND INDUSTRY ARE SAME

PRESENT OF CRM

∫ PROMOTION CAMPAIGN

∫ FEEDBACK SERVICES

∫ UPGRADE SERVICES

∫ BRAND

∫ EVENTS

CONSUMER PROTECTION ACT 1986BANKING OMBUDSMAN 

CRM SOFTWARE

CONSUMER RIGHTS

1. RIGHT TO BE PROTECTED2. RIGHT TO BE INFORMED3. RIGHT TO BE ASSURED

4. RIGHT TO BE HEARD

5. RIGHT TO SEEK REDRESSAL

6. RIGHT TO CONSUMER EDUCATION

OBJECTIVES OF CRM

INCREASE IN CUSTOMER SERVICE

INCREASE EFFICIENCY

LOWERING MARKETING COST

AIDING THE DEPARTMENT

CONCEPTUAL UNDERSTANDING OF RELATIONSHIP MARKETING

PRODUCT VS CUSTOMER CENTRIC

IMPORTANCE OF CRM

☺ FORSEE CUSTOMER NEEDS ☺ DETAILS OF A CUSTOMER☺ GROUPING CUSTOMERS☺ ACQUIRING NEW CUSTOMERS☺ COST EFFECTIVE☺ HANDY DETAILS☺ CUSTOMER SATISFACTION☺ CUSTOMER LOYALTY

SATISFIED CUSTOMERS

FUTURE OF CRM

RETENTION RATE

INCREASED SALES

REDUCED COSTS

SIGNIFICANT ROLE

TECHNOLOGY

CUSTOMER INFORMATION

INTERACTIVE

CUSTOMER INDIVIDUALITY

GLOBALISATION

CRM IN INDIA

A. INTRODUCTION

B. LITERATURE REVIEW

C. TECHNOLOGY SELECTION

D. EMPLOYEE EMPOWERMENT

E. CUSTOMER KNOWLEDGE STRATEGY

CASE STUDY

BIBLIOGRAPHY

http://www.jrosenfield.com/articles/CRM-History.htmhttp://estebankolsky.com/2009/09/a-brief-history-of-scrm/http://www.managementstudyguide.com/origin-of-crm.htmhttp://www.youtube.com/watch?v=g-OP8xZmAJMhttp://www.youtube.com/watch?v=Zwrk13lwzHk

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