crm made simple
DESCRIPTION
This presentation is to de-mystify customer relationship management or what is called as CRM. You can also write to me on [email protected] if you have any queries on this presentation. Your feedback will help in improving this presentation so please do contribute.TRANSCRIPT
CRM made simple
Presented By Vinayak Pai
Agenda
• What is meaning of CRM?• How does CRM help?• What happens when CRM is properly implemented?• What does CRM consist of?• Examples of CRM strategy Implementations• Verticals v/s CRM strategy
What is meaning of CRM?
• CRM stands for Customer Relationship Management
• Customer can be client , passenger , patient , customer , buyer , salesperson , employee
How does CRM Help?
• CRM helps in building long and everlasting customer relation
What happens when CRM is implemented properly?
Copyright Relationext Consulting 5
Retain Customers
Target Marketing Comms.
Increase Spend & Frequency
Build Brand Loyalty
Build Relationship
Differentiate vs. Competition
Acquire New Customers
Gain Customer Insight
Increased Revenue
What does CRM consist of?
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Connecting all Customer’s Touch-points
Campaign Management
Loyalty Management
Database Management
ConsultingCustomer Service
Sales Process Management
Leads Management
Analytics
Example of CRM Strategies
Name Industry CRM Strategy
Jet Airways Airlines JP Miles
British Airways Airlines Air Miles
Shoppers Stop Retail First Citizen Club
Future Group Retail Payback Card
Westside Retail Club West
Tesco Retail Club Card
Taj Hotels Hotels Taj InnerCircle
ICICI Prudential Insurance Grand Perks
Citibank Card Credit Cards Citi Points
Oberoi Realty Real Estate The Elite Club
Vertical v/s CRM Strategy
Vertical CRM Strategy
Real Estate Leads Management , Referral Management , Employee Retention
Insurance Leads Management , Referral Management , Loyalty Programs
Financial Planning Leads Management , Database Management , Campaign Management
Retail Database Management , Campaign Management , Loyalty Programs
Travel Leads Management , Database Management , Campaign Management , Loyalty Programs
BPO Employee Retention
• For more queries on CRM , please email me on [email protected]