1. CUSTOMERRELATIONSHIPMANAGEMENT Submitted By, Nilesh Holkar (36) Nilesh Kalmegh (37) Nisha Khera (38) Nitish Tewari (39) Omkar Banore (40)

2. WHAT IS CRMCRMis concernedwiththe creation,development and enhancement of individualisedcustomer relationships with carefully targetedcustomers and customer groups resulting inmaximizing their total customer life-time value 3. ORIGIN OF CRM Customer relationship management wasoriginated in early 1970s CRM came as a process that dealt withrelationships with customers surpassing thewhole business As said by Father of management The truebusiness of every company is to make and keepcustomers. 4. THE PURPOSE OF CRM The focus [of CRM] is on creating value for the customerand the company over the longer term. When customers value the customer service that theyreceive from suppliers, they are less likely to look toalternative suppliers for their needs . CRM enables organisations to gain competitive advantageover competitors that supply similar products or services. 5. CRM BUSINESS CYCLE Acquire &Retain UnderstandInteract &CR& DifferentiatDeliverM e Develop & Customize 6. MANAGING EFFECTIVE CUSTOMER RELATION PROCESS . Customer Retention Cross &Segmentation & Need Up Sell Analysis CustomeCampaignManageme r service nt Lead Management 7. CUSTOMER RELATIONSHIP MANAGEMENT (CRM) Traditional MarketingCRMGoal: Expand customer base, Goal: Establish a profitable, long-increase market share by mass term, one-to-one relationship withmarketing customers; understanding theirneeds, preferences, expectationsProduct oriented view Customer oriented viewMass marketing / mass production Mass customization, one-to-one marketingStandardization of customer needs Customer-supplier relationshipTransactional relationshipRelational approach8 8. CHALLENGES IN CRM Richness of customer data. Integrated view of customer information. Feedback mechanism from customer. Intelligence at operational touch points. Consistence of communication. Convenience of interacting with insurer. 9. BENEFITS OF CRM Reduced costs, because the right things are being done (ie.,effective and efficient operation) Increased customer satisfaction, because they are getting exactlywhat they want (ie. meeting and exceeding expectations) Ensuring that the focus of the organisation is external Growth in numbers of customers . Maximisation of opportunities (eg. increased services, referrals,etc.) Increased access to a source of market and competitor information Highlighting poor operational processes Long term profitability and sustainability 10. FOREIGN COMPANIES ADOPTING CRM & Many More. 11. INDIAN COMPANIES ADOPTING CRM & Many More. 12. THANK YOU