Presentation on

Customer Relationship Management System

By- Atul Chaudhary

SEMSEOGURUS.COM | UNIT OF 1SOLUTIONS

o CRM introductiono Functioning targets and roleso Aspects of CRMo Architectureo Strategieso Pitfalls

What I am going to discuss?

WHAT IS CRM?

The process of managing the detailed information about individual customers and carefully managing all the customers ‘touch point’ with the aim of maximizing customer loyalty.

People

Process

Technology

CRM

Customer acquisition

Value

Rela

tionsh

ip

Retention

Loyalt

y

Why CRM is required ?

Customer focus

Primary Concern of any businessRevenue generation

Satisfaction Delight Experience

Relationship building

High acquisition cost Low retention cost

Long term gains

Management

Product delivery Satisfaction

Measure and manage Customer profitability

Customer-centric

Other element-Communication component

Communication channel

Customer

Company

CUSTOMER INTERACTION

Mobile

Web

Call center

Fax

Email

Face to face

FUNCTIONING TARGETAND

ROLES

C R MFunctioning

targets

1. Relationship building2. Customer service and support3. Built loyalty in customers4. Personalization5. Management and quality related service.6. Customer-focused organization7. Identifying high value customers

Role of CRM system

Still, why to spend on Customer-retention rather than customer acquisition ???

Acquisition of Customer Retention of Customer

3% increase in profits 17% increase in profits

Cost is very high Cost is very low

Life cycle is short Life cycle is long

Short term profit Long term profit

Unpredictable value chain building

Value chain building

Acquisition or Retention

ASPECTS OF CRM

• Front office business support • Contact history is recorded

• No communication gap

• E.g.- call centers, BPO

•Direct communication

•Cost reduction

•Service improvement

•E.g.- mail, internet

•Analysis of customer data

•Design and target marketing campaigns

•Product and service decision making

•Management decisions

ARCHITECTURE

Building blocks of CRM

Lead Management

Campaign Management

Customer profiling

Call center

Field service

Web serviceActivity management

Opportunity management

Contact management

Manager view Service viewSupport viewMarketing viewSales view

Web Windows Wireless

C R M software

Web/intranet/extranet

Project management

Support view PIMROI

Sales Forecasting Opportunity Management

Automation

ERP/back office

Legacy applications

Other applications

Customer database

Customer touch points

CRM SYSTEM

CRM STRATEGIES

Acquisition Retention Loyalty Evangelism Cost Reduction

CRM strategies

ACQUISITION

Profiling

Buying pattern

Communication

Search

RETENTION

Improving customer satisfaction

Need analysis

1to 1 communication

Updating

LOYALTY

IncreaseSearch

Capture

EVANGELISM

brand promoter

sales promoter

Cost REDUCTION

Lower inventory

Speedier delivery

Marketing cost reduction

• Change Management• Poor communication• Weak Leadership• No strategic focus on business value.• Sloppiness to ‘Process and People

issue’.• Information handling

Pitfalls of CRM system

CRM helps in ↑Customer life cycle↑Customer life-time value

By implementing a right CRM system, you can improve your customer interaction and retain the customer for long, thus increasing your market share both in terms of capital and customer.

Concluding in the end…..

• We can analyze your requirements and can develop and implement a CRM system catering to your needs.

• Better fit customized CRM system.

• Lower cost and more flexibility than other consultancy offering proprietary solutions.

• Experienced staff and management.

UG Software Technologies can help you….

o Lower cost

o High ROI

o Stability

o Security

o Higher customization

Adding advantage with open source software solutions

Reliable, implemented and testedMore visible and ease of controlFast and flexible serviceReasonable prices and quick paybackHigh customer satisfaction

Why to choose us?

Gain Competitive advantage by acquiring our customized CRM SYSTEM and become a LEADER in your Industry.

COMPETITIVE EDGE……

Contact us-

SEMSEOGURUS | unit of 1solutions

Website- www.semseogurus.com

Contact- +1 315 642 4191 Mail- info@semseogurus.com

Any Questions?

Thank you