Welcome

To

Our Presentation

We Are

“Elegant (VI)”

Group Profile

No. Name Roll Designation

1 Anjuman Ara 215 Member

2 Md. Abdur Rakib 375 Member

3 Chowdhury Omor Faruque 377 Leader

4 Md. Al Amin 419 Member

5 Rumana 427 Member

6 Md. Moben Ahmed 526 Member

Md. Moben Ahmed

ID No: 526

Customer Relationship

Management

Definition of CRM

• CRM (customer relationship management)

is an information industry term for

methodologies, software, and usually

Internet capabilities that help an enterprise

manage customer relationships in an

organized way

Continued…

Continued…

• According to Margarat Rouse “ CRM is the abbreviation

for customer relationship management”. It entails all aspects

of interaction that a company has with its customer, whether

it is sales or service-related. CRM is often thought of as a

business strategy that enables businesses to:

o Understand the customer

o Retain customers through better customer experience

o Attract new customer

o Win new clients and contracts

o Increase profitably

o Decrease customer management costs

Continued…

• Deliver Products

• Produce Invoices

• Manage Cases

• Conduct Trainings

• provide Service

• Develop Knowledge Base

• Assign Leads

• Qualify Leads

• Convert Leads

• Track Opportunities

• Run Campaigns

• Generate Leads

• Form a Database

Marketing Sales

OrdersSupport

Md. Abdur Rakib

ID No: 375

Benefits of CRM

Sage

CRM

Ease of

Use

Ease of

Anywhere

Access

Ease of

Customizat

ion

Business

Integration

Fast &

Flexible

Deploymen

t

Continued…

1. Save Time:

A CRM automates a lot of the usual time-

devouring tasks, giving salespeople more time

to do what they are actually paid to do:

namely, sell to prospects. More time spent in

2. Look Professional:

Which do you think looks better to a prospect:

a salesperson who keeps all their information in

a computer database and can pull up vital

details immediately

Continued…

3. Save Money:

Sure, the more impressively arrayed CRMs can

cost a lot of money. But if you don't need quite

that much technology working for you

4. Convenient:

If the whole sales team is using the same CRM,

then it's easy to share that information as needed.

Most CRMs allow you to develop templates for

phone scripts

Continued…

5. Secure:

What happens when the nightly cleaning crew accidentally

throws out someone's Post-It archive? With a CRM,

information is usually stored either in a central database or

in the CRM provider's system. At the very least each

salesperson can back up copies of their individual

databases to another computer.

6. Faster Lead Generation:

A good CRM can help immensely with lead generation.

For instance, many CRMs can integrate with website and

social media campaigns, sending leads from these sources

Other Benefits

o Faster Lead Generation

o Simplified Goal-Setting

o Centralization and Sharing of Data

o Higher Customer Satisfaction

o Improved Marketing Efforts

o More Profit

o CRM brings together existing applications

o Customer Knowledge Reveals Potential for Development

o Communicative measures depend on customer value

o Increasing Customer Retention Reduces Long-Term Costs

Rumana

ID No: 427

CRM Building Blocks1. CRM Vision

2.CRM Strategy

3.Valued Customer Experience 4. Organizational Collaboration

5. CRM Processes

6. CRM Information

7. CRM Technology

8.CRM Metrics

CRM Vision

Create strong leadership

Create a corporate personality

Create a model customer experience

Communicate the guiding principles for a

customer-centric enterprise

Establish a supportive corporate culture

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Guarding Customer

Privacy

TRUST e

CRM Strategy

o Identify the best customers, and the worst .

o Distribute value differently to different customers

o Compete on scope

o Focus on strategic capabilities

o Win through customer-centric innovation

o Measure customer performance

o Unlearn and relearn

o Redefine the focus

o The new competition

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Relationship Level

Level Primary

Bond

Potential

Sustained

Competitive

Advantage

Main Element

of Marketing

Mix

Web

example

One Financial Low Price www.cdnow.co

m

Two Social

Build

Relationship

Medium Personal

communicatio

n

www.palmpilot.

com

Three Structural High Service

Delivery

My.yahoo.com

Md. Al Amin

ID No: 419

Continued…

Advocacy Tell others about the brand

Community Communicate with each other

Connection Communicate between company

Identity Display the brand proudly

Awareness Is on the list of possibility

High

Intensity

Relationship Intensity

Valued Customer Experience

Attentiveness

Recognition

Personalization

Consideration

Appreciation

Delight

Building Organizational Collaboration

• Step 1: Connect to the real world

• Step 2: Understand how work gets done

• Step 3: Design a collaborative organization

• Step 4: Help managers drive collaboration

• Step 5: Empower staff

• Step 6: Align support systems

• Step 7: Develop a culture of collaborative

entrepreneurship

Chowdhury Omor

FaruqueID No: 377

CRM Process

CRM involves an understanding of the customer care life

cycle, as in this figure: Figure: Customer care lifecycle

Internet Extranet

Target

Acquire

Transact

ServiceRetain

Grow

Partners

Customer

Continued…

Main activities of CRM process involves:

1. Identifying Customers

2. Differentiating the customers

3. Interaction

Identify

Differentiate

CustomizeInteraction

CRM Information

Information is the lubricant of CRM. The more information a firm has,

the better value it can provide to each customer and prospect in terms

of more accurate, timely and offerings. many firms entice customers to

provide additional information over time. For example, Orbit.com first

request a sample e-mail address from those want information about

discount offers and subsequently asks about vacations preferences so

as to provide more relevant e-mailings.

Now a customer can telephone the customer service representative

to discuss a products purchased in brick and mortal stores last week,

and refer to sent e-mail sent yesterday, because the data is still in the

database under one customer records. This is known as 360-degree

customer view, or one view across the channels.

CRM Information

Patricia Seabold identified eight critical success factors for building

successful e-business relationships with customers. These factors

are:

1. Target the right customers

2. Own the customers total experience

3. Streamline business process that impact the customer

4. Provide 360 degree view of customer relationship

5. Foster community

6. Help customers do their jobs

7. Deliver personalized service

8. Let customer help themselves

Anjuman Ara

ID No: 215

CRM Technology

Incoming toll-free numbers, electronic kiosks, FAX-on-demand,

voice mail, and automated telephone routing are examples of

technology that assist in moving customers through the life

cycle.

Cookies, Web site logs, bar code scanners help to collect

information about consumer behavior and characteristics. These

information allow to develop marketing mixes that better meet

individual needs.

Important tools that aid firms in customizing products to groups

of customers or individuals include:

1. “Push” strategies that reside on the company’s Web and e-

mail servers, and

2. “Pull” strategies that are initiated by Internet users.

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Company-Side Tools(Push)

Cookies

Web log analysis

Data mining

Real-time profiling

Collaborative filtering

Outgoing e-mail

Chats and Bulletin Boards

iPOS terminals

Client-Side Tools(Pull)

Agents

Experiential marketing

Individualized Web portals

Wireless data services

Web forms

FAX-on-demand

Incoming e-mail

Company-Side Tools(Push)Company-Side

Tools(Push)

Description

Cookies small files written to the user’s hard drive after visiting a Web site.

Web log analysis Every time a user accesses a Web site, the visit is recorded in the

Web server’s log file.

Data mining the extraction of hidden predictive information in large databases

through statistical analysis.

Real-time profiling special software tracks a user’s movements through a Web site,

then compiles and reports on the data at a moment’s notice.

Collaborating

filtering

gathers opinions of like-minded users and returns those opinions

to the individual in real-time.

Outgoing e-mail Marketers use e-mail databases to build relationships by keeping

in touch with useful and timely information. E-mail can be sent to

individuals or sent en masse using list.

Chats & Bulletin

board

listen to users and build community by providing a space for user

conversation on the Web site

iPOS terminals located on a retailer’s counter, and used to capture data and

present targeted communication.

Client-Side Tools(Pull) Description

Agents perform functions on behalf of the user.

Experiential marketing gets the consumer involved in the product to create a

memorable experience, offline or online.

Individualized Web

portals

Personalized Web pages users easily configure at Web

sites

Wireless data services portals send data to customer cell phones, pagers, &

PDAs.

Web forms form on a Web page that has designated places for the

user to type information for submission.

FAX-on-demand customers telephone a firm, listen to an automated voice

menu, and select options to request a FAX be sent .

Incoming e-mail E-mail queries, complaints, or compliments initiated by

customers or prospects comprise incoming e-mail

Client-Side Tools(Pull)

CRM Metrics

Metrics are used to assess the Internet’s value in

delivering CRM performance

especially the contribution of each CRM tactic to ROI,

cost savings, revenues, and customer satisfaction.

All e-marketing performance measures assess specific

tactics from different perspectives, the choice of the

metrics depend on the firm’s goals and strategies.

Target

Recency, frequency, monetary analysis (RFM)—identifies high value customers.

Share of customer spending: proportion of revenues from high-value customers as compared to low-

value customers.

Acquire

New customer acquisition cost (CAC).

Number of new customers referred from partner sites.

Campaign response—click throughs, conversions, and more.

Rate of customer recovery—proportion of customers who drop away that firm can lure using offers.

Transact

Prospect conversion rate—percent of visitors to site that buy.

Customer cross sell rate from online to offline, and reverse.

Services sold to partners.

Sales of a firm’s products on partner Web sites.

Average order value (AOV)—dollar sales divided by the number of orders for any given period.

Referral revenue—dollars in sales from customers referred to the firm by current customers

Sales leads from Internet to closure ratio

CRM Metrics By Customer Life Cycle Stage

Service

Customer satisfaction ratings over time (see Cisco opening story).

Time to answer incoming e-mail from customers.

Number of complaints.

Retain

Customer attrition rate—proportion who don’t repurchase in a set time period.

Percentage of customer retention—proportion of customers who repeat purchase.

Grow

Lifetime value: Net present value of the revenue stream for any particular customer over a

number of years.

AOV over time—increase or decrease.

Average annual sales growth for repeat customers over time.

Loyalty program effectiveness—sales increase over time.

Number of low value customer moved to high value.

Continued…

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For

Being with Us