Presented by:-

Chandan Kr Singh

Sparshi Jain

Garima Bhardhwaj

CHANDAN

“ By Entering into your premises, the customer

is giving an opportunity to serve him, but you

are not doing any favor by serving him”.

- Mahatma Gandhi

4CHANDAN

CHANDAN

1)

2)

3)

4)

5)

CHANDAN

6)

7)

8)

9)

CHANDAN

a)

b)

CHANDAN

Direct

interactio

n

Klosk

ATM

Web

/chatvoice voice

Multi-channel synchronization integration

Provider

DirectAgent

BrokerIntermediant Partners

Distribution channel synchronization integration

Operational

CRM

CHANDAN

marketing salesService/

support

Application Integration

Collaborative

CRM

CHANDAN

Analytical

business

Intelligence

Customer

activity data

mart

Customer

data mart

Product

data mart

Customer generic data warehouse

Analytical

CRM

CHANDAN

GoalsStrategies Plans Objectives Tactics

Profitability Establish long

term customer

relationships

Invest in CRM

technologies

Achieve 60%

customer

retention

Implement 24/7

call centre

CRM G-SPOT

CRM requires a cultural change with organizations.

CRM can be enabled by technology, but this alone will not deliver business benefits – change management is vital.

The customer experience needs to be consistently enhanced.

Its an ongoing business process and will create sustainable competitive advantage.

Remember “ If you aren't listening to your

customer, your competitors will.”