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Crm final ppt
This document provides an overview of the past, present, and future of customer relationship management (CRM). It discusses the evolution of CRM from the eras of mass marketing and segmentation in the 1960s-1980s to the rise of relationship marketing and call centers in the 1990s. The present section outlines common CRM practices like promotion campaigns and feedback services. Looking ahead, the future of CRM is predicted to involve increased retention and sales, reduced costs, a significant technological role, and a focus on customer individuality and information in a globalized marketplace.
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Crm final ppt
- 1. PAST, PRESENT AND FUTUREOF CUSTOMER RELATIONSHIP MANAGEMENT
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- 5. HISTORY OF CRM 1960: ERA OF MASS MARKETING 1970 : SEGMENTATION AND CUSTOMISATION
- 7. 1980 : NICHE MARKETINGAND SFA
- 8. 1990 : RELATIONSHIP MARKETING, TELEMARKETINGAND CALL CENTERS
- 9. MONOPOLY MARKET SINGLE SELLER SELLER’S MARKET NO CLOSE SUBSTITUTES BARRIERS TO ENTRY FIRM AND INDUSTRY ARE SAME
- 11. PRESENT OF CRM ∫PROMOTION CAMPAIGN ∫ FEEDBACK SERVICES ∫ UPGRADE SERVICES ∫ BRAND ∫ EVENTS
- 12. CONSUMER PROTECTION ACT1986 BANKING OMBUDSMAN
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- 15. CONSUMER RIGHTS 1. RIGHT TOBE PROTECTED 2. RIGHT TO BE INFORMED 3. RIGHT TO BE ASSURED
- 16. 4. RIGHT TOBE HEARD 5. RIGHT TO SEEK REDRESSAL 6. RIGHT TO CONSUMER EDUCATION
- 18. OBJECTIVES OF CRM INCREASEIN CUSTOMER SERVICE INCREASE EFFICIENCY LOWERING MARKETING COST AIDING THE DEPARTMENT
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- 23. IMPORTANCE OF CRM ☺FORSEE CUSTOMER NEEDS ☺ DETAILS OF A CUSTOMER ☺ GROUPING CUSTOMERS ☺ ACQUIRING NEW CUSTOMERS ☺ COST EFFECTIVE ☺ HANDY DETAILS ☺ CUSTOMER SATISFACTION ☺ CUSTOMER LOYALTY
- 25. FUTURE OF CRM RETENTIONRATE INCREASED SALES REDUCED COSTS SIGNIFICANT ROLE
- 26. TECHNOLOGY CUSTOMER INFORMATION INTERACTIVE CUSTOMER INDIVIDUALITY GLOBALISATION
- 28. CRM IN INDIA A.INTRODUCTION B. LITERATURE REVIEW C. TECHNOLOGY SELECTION D. EMPLOYEE EMPOWERMENT E. CUSTOMER KNOWLEDGE STRATEGY
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