WHAT IS CUSTOMER RELATIONSHIP MANAGEMENT.

Presented by : RAKESH KUMAR HARIJAN. PTU S11

INTRODUCTION
CRM is establishment , development, maintenance and optimizing of long term mutually beneficial relationship between customers and companies. Successful CRM stresses on understanding the needs , desires of customer in order to have strong relationship with them. CRM is the commitment of brand to put customer experience at the center of its priorities.

BENEFITS OF CRM TO MARKETERS

Increase in profits

Reduction in cost of marketing

Improvemen t in Sales Revenue

Better understandi ng of customers Helps in identifying Crossselling and Up-selling opportunities .

Improvemen t in Customer Satisfaction

Target Customer Contact

Increase in Customer Retention

Increase in customer retention

BENEFITS OF CRM TO CUSTOMERS

Decreased cost for customers Improvement in customer satisfaction Timely delivery of products Personalization and closeness Availability of wide variety of products.

DIFFERENT CRM STRATEGIES FOR BRAND MARKETING.

CRM through direct interaction with customers.

CRM through indirect interaction with customers.

CRM through advertising.

CRM through alterations.

CRM through Direct Interaction with customers

Sales Promotion Giving After-sales service. Giving Great Brand Experience

Proving Impeccable service and unparalleled Facilities

Customer Summit (C-Summit) Blog Marketing Audio Books Strategy Modern Trade. Masstige Strategy.

CRM THROUGH INDIRECT INTERACTION WITH

CUSTOMERS

Using Switch Calendars

Using ConsumerTracking Models

Associating with Mega Blockbusters

Wide Availability

Co branding

Cause Related Marketing

CRM THROUGH ADVERTISING

Mass Media Advertising

Financial Result Advertising

Making of Advertising Funded Program

CRM THROUGH ALTERATIONS

Product Innovation

Repositioning

Packaging Innovation

Additive Branding

CONCLUSIONS
Finding the best CRM : Decide what you want out of a CRM system. Research systems and determine pros and cons. Obtain reference from system users. Decide on a system and develop a CRM team. Customize and Develop a system to meet your firms needs. Develop an integrate training program. Roll out , review and improve.

Thank U.