CRM Presentation at UCLA Extension

CRM – Customer Relationship Management

Presented By:Ricardo Vanegas

ricardo.vanegas@live.com(949) 274-9683

MARKET-BASED MAGEMENT

Ricardo Vanegas

Customer & Business

Profitability

Customer Satisfaction &

Customer Loyalty

Customer-Focused Organization

A successful Customer Focus builds customer RELATIONSHIPS and loyalty, resulting in higher levels of Customer and Business Profitability.

CRMManagement of Interactions and

relationships with customers

• Marketing• Customer service and support• Appointments• Social media

Areas:

SOLUTIONS

Ricardo Vanegas

MARKETING & SALES

Ricardo Vanegas

ConversionAcquisitionRetentionMeasurement

LeadsProspectsCustomers

GAP

A I D A

MARKETING: Sell moreTo more people.

MARKETING

Ricardo Vanegas

AcquisitionConversionRetention

Advertising:To get consumer/customer’s attention.

Marketing:To communicate once we’ve gotten their attention.

PRTo communicate once we’ve gotten their attention

Measurement

MARKETING COMMUNICATIONS MIX

Ricardo Vanegas

6 Ways to Communicate your Message• Advertising• Sales Promotion• Events and Experiences• Public Relations and Publicity• Direct Marketing• Personal Selling

SALES: Generate revenue!

SALES PROCESS

Ricardo Vanegas

A I D A Awareness, Interest, Desire & Action!

Close$$$

Potential Customer

Probability of Closing the sale

100%20% (x $) 40% 60% 80%

NegotiationPresentationContact QualifiedLead

DASHBOARDS

Ricardo Vanegas

SOLUTIONS

Ricardo Vanegas

Final Thought

CRM’S DON’T SELL PRODUCTS!