CUSTOMER RELATIONSHIP CUSTOMER RELATIONSHIP MANAGEMENTMANAGEMENT

PRESENTATION 1 E-BUSINESS(ITS450)

PREPARED BY:•LATIFAH BT IBRAHIM•NUR SYAFIQAH BT MOHD KHAZALI

WHAT IS CRM?WHAT IS CRM?

Customer Relationship Management (CRM) refers to the methodologies and tools(software) usually internet capabilities that help businesses and enterprises manage customer relationships in an organized way for example an enterprise might build a database about its customers that described relationships in sufficient detail.

4 ASPECTS OF CRM4 ASPECTS OF CRM

•MarketingHelping an enterprise to enable its marketingdepartments to identify and target their best customers, manage marketing campaigns and generate quality leads for the sales team.

•SalesAssisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes (for example, taking orders using mobile devices)

•ServicesAllowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits and identifying the most profitable customers and providing them the highest level of service.

•ManagementProviding employees with the information and processes necessary to know their customers, understand and identify customer needs and effectively build relationships between the company, its customer base, and distribution partners.

HOW DOES CRM HOW DOES CRM WORKS?WORKS?

 CRM processes help identify and target their best customers, generate quality sales leads, and plan and implement marketing campaigns with clear goals and objectives.

CRM processes help form individualized relationships with customers in order to improve customer satisfaction and provide the highest level of customer service to the most profitable customers.

CRM processes provide employees with the information they need to know their customers' wants and needs, and build relationships between the company and its customers.

WHY CRM IS WHY CRM IS NEEDED?NEEDED?

Market now has become so competitive, so we need strategies to compete with others.

To increase your sales by helping you to find new techniques that will help you in your market.

To increase profit and become more successful as a business as well.

In dealing the business with customers situations as well as dealing with business to business situations as well.

Help you to go in the direction that you want to go as a company and it will help you to acquire new customers, develop the ones you have, and retain important customers as well in order to build up profit for the company.

HOW TO DEVELOP A HOW TO DEVELOP A GREAT CRM GREAT CRM STRATEGY?STRATEGY?

Take some time to consider various aspects of CRM, including customer demands, new technologies that are available, and the organizational design of your company.

Doing a review of the workflow and business practices of your company .

THANK YOU