Presented by

BONNY V PAPPACHAN

CHIKKU BIBY PITTAPPILLY

MERIN JOHN

NIMAL A.N

SREELAKSHMI.C

YOUNG

GROUP -7

WHAT IS CRM?

• Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.

• CRM systems are designed to compile information on customers across different channels or points of contact between the customer and the company which could include the company's website, telephone, live chat, direct mail, marketing materials and social media.

OBJECTIVE

• Managing the full range of the customer relationship involves 2 related objectives:

To provide the organization and all of its customer-facing employees with a single, complete view of every customer at every point through all channels.

To provide the customer with a single, complete view of the company and its extended channels.

APPLICATIONS

1) Contact and Account Management

2) Sales

Enjoy a safe storage space

Stay up to date what’s happening

Show in time for new sale

3) Marketing and Fulfillment

4) Customer Service and Support

5) Retention and loyalty Programs

THE THREE PHASES OF CRM

1. Acquire new customers

Innovation

Convenience

2. Enhance profitability of existing customers

Cross selling & up selling

One stop shop

3. Retain profitable customers for life

Listen & Respond

Achieve customer lock-on

CustomerRelationship

Management

Submitted by ,

`BONNY V PAPPACHAN ( P16179 )

CRM

CRM “ is a business strategy that aims to understand, anticipate and manage the needs of anorganisation’s current and potential customers”.

Quality and efficiency

Decrease in overall costs

Customer Satisfaction

Increase profitability

Improved Customer Relations

BENEFITS OF CRM

CRM FAILURES :

Lack of senior management sponsorship

Improper change management

Elongated projects

Poor integration between CRM and core

business systems

TRENDS IN CRM :

GUESS THE COMPANY,FOUNDER

AND CEO

FOUNDER

MD AND CEO FROM GOD’S OWN COUNTRY

Taglines

• Beyond the obvious

• Experience certainty

• Diversity, inclusion ,human resources.

Main employees and competitors

• N .Chandrasekhar

• Current chairman of Tata sons

• Worked for Tata motors, Tata consultancy services

• Played a key role in building it to a great brand

• Major competitors

• Infosys

• Wipro

• Cognizent

• Cts

MILESTONS

• Currently contributes more than 70% of the total revenue of its parent company.

• One of the largest company by market capitalization.(around 80 billion )

• Ranked 64th overall in Forbes world’s most innovative companies

• In 2015 ranked 10th in Fortune India 500 list

MILESTONES

• Placed among big 4 most valuable IT services brands worldwide.

• Founded in 1968 by J.R.D.Tata and F.C.Kohli.

• Established India’s first dedicated software and research center TRDDC in Pune.

• 25th August 2004,became a public listed company.

• First company in India to enter bioinformatics (2005),ERP software for IRCTC(2006),ends RIL’s 23 year run as most profitable firm(2015)

• One of the largest private sector employers in India, and the fourth-largest employer among listed Indian companies (after Indian Railways, Indian Army and India Post).

• Have grown heavily by accusitions and has 67 subsidiaries operating worldwide.

TCS with it’s 67 subsidiaries provides a large range of information technology related products and services which includes-

1. Application development, 2. Business process outsourcing, 3. Capacity planning,4. Consulting, 5. Enterprise software,6. Hardware sizing, 7. Payment processing, 8. Software management9. Technology education services.

10. TCS BaNCS

11. TCS MasterCraft

TCS' services are organized into the following service lines :

• Application development and maintenance (43.80%) value;

• Asset leverage solutions (2.70%);

• Assurance services(7.70%);

• Business process outsourcing (12.50%);

• Consulting (2.00%);

• Engineering and Industrial services (4.60%);

• Enterprise solutions (15.20%); and

• IT infrastructure services (11.50%)

• TCS is uniquely positioned to support sophisticated CRM strategies, offers complete services from advisory and strategy consulting to IT landscape and process optimization and on to implementation and support.

• CRM solutions include cloud, mobile, social media, master data management and real-time analytics services and components.

• They continually enhance their CRM solutions and services through their partnerships with leading product vendors, including Oracle, SAP, Salesforce.com, Microsoft and Pega.

• TCS can also helps to seamlessly integrate social media platforms, cloud-based CRM innovations and mobile applications.

Oracle Solutions•TCS Digital Field Service Solution on Oracle•TCS Customer Service Experience Solution on Cloud for Manufacturers•TCS B2B Digital Commerce Solution

•TCS Oracle CX Offerings•TCS' Retail Analytics and Consumer Insights solution•Airline Customer Experience (CX) Solution on Oracle•Retail Customer Experience (CX) Management•Telecom CRM-in-a-Box•Citizen Services Solution•TCS Field Service Mobile•Warranty Management• Siebel Customer Relationship Management

SAP Solution•SAP CRM