CRM Initiatives: Presented By

CRM Initiatives
PRESENTED BY:-
ARUN KUMAR
PREM PRAKASH
MAHENDRA
VINEET
ASHUTOSH
What is CRM ?
CRM is “the development and

maintenance of mutually beneficial
long-term relationships with strategically
significant customers”
(Buttle, 2000)
Continue…..
CRM is … any application or initiative

designed to help an organization optimize
interactions with customers, suppliers, or
prospects via one or more touch points –
such as a call center, salesperson,
distributor, store, branch office, Web, or
email – for the purpose of acquiring,
retaining, or cross-selling customers.
Determinants of CRM
Trust
The willingness to rely on the ability, integrity, and motivation of

one company to serve the needs of the other company as agreed
upon implicitly and explicitly.
Value
The ability of a selling organisation to satisfy the needs of the

customer at a comparatively lower cost or higher benefit than
that offered by competitors and measured in monetary,
temporal, functional and psychological terms.
Determinants of CRM
In addition to trust and value, salespeople must:
 Understand customer needs and problems;
 Meet their commitments;
 Provide superior after sales support;
 Make sure that the customer is always told the truth

 (must be honest); and
 Have a passionate interest in establishing and retaining a long-

 term relationship (e.g., have long-term perspective).
MODULES OF CRM
 Address Book and Contacts Database Modules
Address book and contacts database modules replace the paper
version with a digital version available anywhere and to any team
member.
 Customer Survey Generation and Distribution Tools
A common CRM module allows the automatic generation and
distribution of customer surveys.
 Data Warehouse Modules
Data warehouses store all information captured by the CRM
software. This includes survey results, actions completed by sales
personnel, requests for proposal, requests for quotes, and
completed sales.
Continues module..
 Data Analysis Modules
Data analysis modules analyze survey data, sales performance
tracking and customer demographic changes held in the data
warehouse
 Task Management Modules
Task management modules in CRM software create follow-up
notices, to-do lists, activity checklists or task notifications for
sales-related activities.
If someone receives a task to call a customer, the task
management module can be set up to include a checklist of
questions to be asked during the call.
Data collection.
The purpose of data collection is to obtain information to
keep on record, to make decisions about important
issues, to pass information on to others.
Interviewer-Administered
 Face-to-face
 Telephone
Self-Administered
 mail
 Internet
 E-mail
CRM Strategies
Customer Acquisition
 Gain the greatest number of new “Best” customers as early in their
“lifespan” as possible.
Customer Retention
 Retain and expand your business and relationships with your customers
through up-selling, cross-selling and servicing.
Customer Loyalty
 Offer programs to ensure that your customers happily buy what you
offer only from you.
Customer Evangelism
Enable loyal customers to become a volunteer sales force.
Cost Reduction
 Reduce costs related to marketing, sales, customer service and support.
Improve Productivity
Enhance your e-business strategies.
CRM services
 Configuration Services
In this service CRM experts provide on-site assistance in configuring
the product to map company specific processes, fields and layouts.
 Implementation Services
This service provides the following:
1. Project Management
2. Product customization and alignment
3. Business process customization
4. Data Migration
5. System Integration
6. Mobility Strategy
7. User Training
Continues….
 Data Migration
It provides the data to the relevant
departments.
 De-Duplication
De-duplicate service is available to remove
duplicate customer records and merge
customer information.
Delivery and installation
 We can contact sales representative

through the internet or mobile
 Sales representative deliver the software
and install it.
 It can be purchase and install it easily
through the internet also.
pricing
 CRM offers solutions for companies of all sizes. To
meet your requirement needs, they have packaged
their offering in three editions. All these editions are
available for a monthly subscription cost, payable as
quarterly advance, against a one year contract.
 Standard Edition - starts at INR 43,900/5 user/ year.

 Professional Edition – starts at INR 2,800/user/month
 Enterprise Edition – starts at INR 5,400/user/month
Solutions
Banking & Financial Services
Banks can use CRM to manage complete sales
process of their various credit and liability products,
for example various loans, credit cards, etc.
Contact Centre Solution

CRM comes preconfigured with industry leading
contact center solutions for managing both in bound
and out bound calling requirements.
continues
Insurance
The solution provides processes to generate and
capture leads, offers sales processes for opportunity
management, and provides complete customer
information of both corporate and individuals.
Telecom
It has functionalities to manage the complete customer
life-cycle.
Thank You
We Welcome Your Feedback…

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CRM Initiatives

CRM is “the development and

CRM is … any application or initiative

The willingness to rely on the ability, integrity, and motivation of

The ability of a selling organisation to satisfy the needs of the

 Understand customer needs and problems;

 Meet their commitments;

 Provide superior after sales support;

 Make sure that the customer is always told the truth

 Have a passionate interest in establishing and retaining a long-

 We can contact sales representative

 Standard Edition - starts at INR 43,900/5 user/ year.

Contact Centre Solution

We Welcome Your Feedback…

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