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CUSTOMER ONLY
@
“Customer Only” @ Shristi
A CRM Initiative
What is CRM?
CRM is a business approach that integrates people, processes and technology to maximize the relations of an organization with all types of customers. It entails acquiring and developing knowledge about one’s customers and using this information across the various touch points to balance revenue and profits with maximum customer satisfaction
CRM is a Customer and Competitive Necessity
☺Typically costs 5-10 times as much to acquire a new customer as it does to retain an existing one.
☺ “Some companies can boost profits by almost 100% by retaining just 5% more of their customers.” Harvard Business Review”
☺ Most companies lose 50% of their customers in 5 years
☺ The web customer is ‘only 1 click away from your competition’.
CRM Mantra “Customer Engagement”
Elements of “Customer Only”
• Proactive
• Reactive
• Loyalty/Rewards
Proactive
Dedicated CRM Team
Continues Customer Interaction
Regular client updates via mail, website & social media
Build databases for customer mapping and segmentation
Dedicated CRM Team
I AM YOUR PERSONALI AM YOUR PERSONAL
Dedicated CRM Team
Continues Customer Interaction
Regular Client Updates
We have reached theThird slab this month
Social Media Marketing
12
The Leap Process
Build Client Databases
Database Mapping & Segmentation
Repeatcustomers
Target Marketing = Profits
Reactive☀One point of contact for client concerns
☀ Redressal of customer grievances within a stipulated time
☀ Coordinating across the departments to address customer complaints/ concerns
Loyalty/Awards
Create Categories of Customers & upgrade them
Reward the customers based on Categories
Create Categories of Customers Using Databases/ERP Reports
Based on…………1.The quality & Quantity of Sales
2.Their Payment Records (on or off time)
3.The referrals they provide leading to conversions
Categories Of Customers
Upgrade the Customer
Rewards based on Categories• Advance notice of launches with special
pricing
• Complementary Invites to events sponsored by the company
• Cash back or catalogue based exclusive rewards for referrals leading to conversions
Above all CRM is all about………..
End Result of “Customer Only" Initiative