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Customer Relationship Management (CRM) (History (Early 1990s - Sale force…
Customer Relationship Management (CRM)
History
Early 1990s - Sale force Automation
1995 - CRM Invented
Late 1980s - Contact Management Software
Late 1990s - Mobile & SAAS
Early 1980s - Database Markketing
2000s - Innovations
1950s - The Rolodex
Now - Sky is the limit and CRM platform is vast
In the Beginning - The ledger
Important Aspects Of CRM
A Relationship Instead of a Transaction View
Move from Product to Customer as unit of Analysis
From marketing mix to customer management
From product life cycle to customer life cycle
From product portfolio to customer portfolio
Individual Customer Level View
CRM Strategies
Customer Retention
Customer Loyality
Customer Acquisition
Customer Development
Customer Profitability
Strategic level analysis
Individual customer analysis
Use e-business strategies
Types of CRM
Analytical CRM
Collaborative CRM
Operational CRM
CRM Software Implementation Strategies
Cloud based CRMs
On premise CRMs
Customer Life Cycle
Enhancing Profitability of Existing Customers
Retaining Profitable Customer for life
Acquiring New Customers
Evolution of Information Requirements
Manufacturing Resource Planning (MRP II)
Material Requirements Planning (MRP)
Enterprise Resource Planning (ERP)
Supply Chain Management (SCM)
Customer Relationship Management (CRM)
Introduction
3 Main Focuses
To create customer loyality
To portray a positive corporate image
To attract potential customers
CRM is how we
Keep in touch with you
Try to ensure that you get what you want from us in every aspect of our dealings with you
Get to know you
Find you
Subject of course to it being worthwhile to us as well
Check that you are getting what we promised you
