Customer Relationship Management

CUSTOMER RELATIONSHIP MANAGEMENT

as an enabler of customer centric strategy

FEATURING….

AS AN ENABLER OF CUSTOMER CENTRIC STRATEGY2

RELATIONSHIP BETWEEN IT AND CRM

IMPLEMENTATION

CASE IN POINT

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5

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WHAT IS CRM?

FUTURE

1

WHAT IS CRM …..

CRM is the business strategy that aims to

understand, anticipate, manage and

personalize the needs of an organization's

current and potential customers.

CRM As an Enabler…..

Attracting new customers.

Generating more business from existing

customers.

Retaining profitable customers.

RELATIONSHIP BETWEEN IT AND CRM

ADVANTAGES

Shared or distributed

data

Cost reduction

Better Customer

Service

Increased Customer

Satisfaction

Better Customer

Retention

Loyal customers

More repeat business

More new business

More Profit

CRM IMPLEMENTATION

Remember that Culture is King

Set Realistic Goals

Obtain and Maintain Senior Management

Support

Analyze Working Processes

Select the Right Software Partner

CHARACTERIZATION OF CRM MATURITY

A CASE IN POINT-BHARTI AIRTEL

WHY CRM?

System was run manually. only 40 percent of customer issues were getting

resolved- Now about 90 percent,To manage the

expectations of the customers provide them with innovative products and

services in a manner which makes them loyal.

WHICH CRM ?

Bharti is using the Oracle CRM platform. Provide AirTel services anywhere and at any time. Same quality of service no matter whichever call

centres she contacts

A CASE IN POINT-BHARTI AIRTEL

VALUE DERIVED?

AirTel is now able to give its customers more value for money.

Able to provide customers different schemes and services depending on airtime usage.

Managed to segregate their workflow with the help of the CRM tool.

THE BREAK-UP

A CASE IN POINT-BHARTI AIRTEL

FUTURE

The Internet will continue to be exploited

to gather and attract data from customers.

Analytical technologies will be used more

often

to generate, anticipate or directed

customer behavior.

Real time integration of data.

PRESENTED BY:GROUP 2

AMITANSHU SRIVASTAVAALOK KUMAR

ABHISHEK SAXENAA N PANIGRAHI

Amar TiwariANKUR GOLCHA