Customer Relationship Management

Microsoft Dynamics AX 2009

We experience Customer Relationship Management (CRM)

every day.

What is CRM?

"CRM is a strategy used to learn more about customers' needs and behavior to develop stronger relationships with them." (Source:

CRM Research Center)

CRM is Concepts, Ideas, Strategy

Experts do not agree on all the fine points defining CRM. However, all the

definitions are customer focused.

CRM Disciplines

Know Your Customer

Act on What you

Know

Learn From What you

Know

Praises the company's service, products, and

support. This customer acts as a loyal supporter of the

company.

Types of Customers

Advocate Customers

Terrorist Customers

Defames the company and its service at every

opportunity.

CRM's focus turns good customers into advocates of the company and prevents a

departing customer from becoming a terrorist.

Companies strive to move customers to higher loyalty and profitability levels.

CRM can move customers toward the first quadrant (Area 1), improving customer loyalty and profit.

So How To Focus on Customers?- Obtain correct customer data.- One to One Contact.- Collect Information / Personal Communication- Product Customization.- Learning Relationships.

The customer's loyalty and lifetime value is increased by using CRM correctly to know the customer, understand their needs, and

help the customer grow.

CRM Functionality

CRM Functionality4 Main Areas of CRM:- Sales force Automation.- Sales Management.- Marketing Automation.- Telemarketing5 Modules in Sales & Marketing Module:- Document Management.- Data Management.- Project Management- Knowledge Management- Customer Self-Service (Enterprise Portal)