Mdp Crm Presentation Final

8/13/2019 Mdp Crm Presentation Final

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Recent trends in Customer RelationshipManagement

Presentation by

ByDr.P.V.Raveendra

Professor

M.S.Ramaiah Institute of Technology,Ban alore


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February14 th


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March 15


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You dont need money to be in business, You dont need to have an idea to be in

businessYou dont need a shop, factory or

office location to be in business,You dont need personnel to be

in business,You dont even need a product

or service to be in business. All these thing help, of course; But

without a CUSTOMER , you are not in business.

If you have just one customer, you are inbusiness. If you have lots of good (retained )customers, you have a successful business.


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CRM definition:Customer relationshipm anagem ent i s a com prehens ives t ra tegy and p roc ess o f acq uir ing ,retain ing and par tner ing w i th s elec t ivecu s to m ers to c reate su per ior va lue forthe com pany and the cus tom er .


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Lost Customer Revenue

A. Annual revenue Rs.1,00,00,000

B. Total number of customers 2,500C. Percentage of dissatisfied customers x 0.25

D. Number of dissatisfied customers (C x B)= 625

E. Percentage of dissatisfied customers who are likely to switch x 0.70F. Number of dissatisfied customers who will switch = 437.50

G. Average revenue per customer (A / B) Rs. 4,000

H. Revenue lost through poor service (F x G) Rs. 17,50,000

THE COST OF POOR SERVICE


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Lost Opportunity Revenue

I. Number of other people dissatisfiedcustomers tell (F x 10) =

4,375

J. Number of potential customers whobuy elsewhere due to negative word ofmouth (Assume one in 50 will tell, therefore Ix 0.02) 87.5K. Potential lost revenue (J x G)

Rs. (350,000)


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Customer Replacement CostL. Customer Acquisition costs ( 66% x A)

Rs. 6,600,000M. Average cost per customer (L / B)

Rs. 2,640N. Replacement cost for lost customers (M x 5) Rs. 13,200 To tal Co sts O. Total Annual cost (H + K + N)

Rs. (2,133,200)P. Total cost over customers lifetime of doing business for 10 years (O x 10)

Rs . (21,132,000)


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PROCESS MOD EL FO R CUSTOMER REL ATIONSHIPMA NA GEMENT IN FINA NCIA L SERVICES

1. Define mission/vision statement, objectives

highlighting relationship.(IBM)2. Build Customer Information System forpresent and for future.(ICICI)

3. Segregate the customers based on transaction

volumes. Identify the products, services andchannels used by the customer.(20/80 law)

4. Develop organization structure to supportrelationship management. (SBI)


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PROCESS MODEL FOR CUSTOMERREL ATIONSHIP MA NA GEMENT INFINA NCIA L SERVICES

1. Define mission/vision statement,objectives highlighting relationship.(IBM)

2. Build Customer Information System forpresent and for future.(ICICI)

3. Segregate the customers based ontransaction volumes. Identify the

products, services and channels used bythe customer.(20/80 law)4. Develop organization structure to support

relationship management. (SBI)


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5 Develop the process that supports the

relationship management, providingadequate authority, delegation and trainthe employees for relationshipmanagement.

6. Evaluate the relationship pricing at allsegments of the business and developappropriate policies.

7. Develop customer contact programs andimplement.8. Add value to the relationship by

encouraging customers to be loyal to theorganisation and build customer


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5 Develop the process that supports therelationship management, providing

adequate authority, delegation and trainthe employees for relationshipmanagement.

6. Evaluate the relationship pricing at allsegments of the business and developappropriate policies.

7. Develop customer contact programs andimplement.

8. Add value to the relationship byencouraging customers to be loyal to theor anisation and build customer


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Some recent trends in CRM


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1 S ERVICE START AT HOME

How many marketing executives are in yourorganization?

The only sustainable competitive advantageis human resources .

Polyhydron any employee can talk the supplier forquality reasons)Project Director circus

Empower the employee they in turn empower the

customers


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2 E MPLOY RIGHT ATTITUDE PEOPLE INTO THE ORGANIZATION

WHAT WILL U DO POLICE

R ECRUITEE CHENNAI RECRUITMENT


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S URDERAM F ASTENRS P OLYHYDRON 40% OF OUTPUT TO CHINA FOR THE LAST TEN YEARS H YDERABAD B IRYANI H EART CAPITAL

3 R ETAIN THE CUSTOMER THROUGH BEST SERVICE


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Narayana HrudayalayaArabindo hospitals

4 . Value for money to the customer


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F ACTORY IN F ACTORY LI JJAT PAPAD

5 ENCOURAGE CREATIVITY


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Developing knowledge products( LIFT)Auto raja

6 WILL TO SATISFY THE CUSTOMER


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When some thing goes rightWhen some things goes wrong who hasto take responsibility

ISRO Satelite launch

7 Inculcate right sprit amongemployees .


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Hell vs heavenIAS officer for circus tickets

Recruited employee misbehaving with

customer

8 Train for the best team throughpracticing values


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ESCORTS TRACTORS NO DISPATCH CLERK B ENCH MARK YOUR SELF

9 Happy customers happy business


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4/9/2013 24

10 S ERVE THE CUSTOMER WITH COMMITMENT


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ESCORTS YAMAHA

11Motivate the customer with thebest service:


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12 Inspire the employees throughemployee engagement

WIPRO parking place


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LAWN CUTTER

P ARETO ANALYSIS

13 Listen to the customer FEEDBACK


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ESCORTS YAMAHA TRACTOR DEALER P OLYHYDRON SAME PRICE FOR THE LAST 10 YEARS Hotel lift operator service to the customer

14 EMPOWER THE CUSTOMER


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S ERVICE START AT HOME EMPLOY RIGHT ATTITUDE PEOPLE INTO THE ORGANIZATION R ETAIN THE CUSTOMER THROUGH BEST SERVICE

Value for money to the customer ENCOURAGE CREATIVITY

WILL TO SATISFY THE CUSTOMER Inculcate right sprit among employees.

Train for the best team through practicing values Happy customers happy business

S ERVE THE CUSTOMER WITH COMMITMENT Motivate the customer with the best service Inspire the employees Listen to the customer FEEDBACK EMPOWER THE CUSTOMER


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Case study

As you wish


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THANK YOUfeedback: [email protected]
mailto:[email protected]:[email protected]

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Mdp Crm Presentation Final