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AGENDA

What is CRM?

Workflow of CRM

Views of CRM

Activities involved

Why organizations need CRM?

Benefits of CRM

Impacts of CRM

CRM in Pakistan

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WHAT IS CRM?

Process of creating and maintaining

relationship with business

customers and managing eachcustomers information.

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WORKFLOW OF CRM

Collecting customer data and information

Analyzing data to predict customer

behavior

Applying the results of analysis

Measuring results

Repeating the process

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views of Crm

Marketingautomation

Customerself-service

Service andservice

fulfillmentE-commerce

Salesautomation

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Marketing Automation designed to get the right mix of the companys

products and services in front of each customer at

the right time.

Sales Automation

Collaborative tools that enable all parties to thetransaction to interact with one another

Service and Service Fulfillment Involves the customer retention and maintaining

the needs of the customer you already have.

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Customer Self-Service e-CRM. Capabilities that can be directly invoked

by the customer on the internet via PC and

wireless devices.

E-Commerce capabilities such as shopping, marketplace,

transaction and payment processing, and e-

commerce security

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ACTIVITIES INVOLVED

Web, Email, Wireless

24x7

Visual

Call Centre

Convenient

Immediate

Field Sales Hands-on

Resellers

Local

Customers

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WHY ORGANIZATIONS NEED CRM?

To increase profit

To improve customer services

To increases customer satisfaction

To reduce cost

To reduce staff stress

Enables instant market research

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BENEFITS OF CRM

CRM

Reducedexpenses

Increased

marketshare

Improved

services

Increase inprofit

MakingNew

customer

Increasesales

revenue

Effective

sales

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CRM IMPACTs On organization

Shifts the focus from product to

customer

Streamlines the offer to what thecustomer requires, not what the

organization can make

Competition for effective CRMprocess is created

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Crm in Pakistan

Govt. agencies

political parties

Banking sector

Soneri bank

Cellular networksUfone

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Telecommunication networks

PTCL

Service providersMcDonalds

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SUMMARY

Meaning of customer relationship

management

How CRM operates Different views of CRM

Activities undertaken by companies

to generate CRM

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Advantages and benefits of CRM Effects of CRM on an organizations

activities

CRM operations in Pakistan

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