Professional Documents
Culture Documents
Organization Design
CRM Step 1 Customer Portfolio Analysis
New
Business
ERP CRM Opportunities
Effective Relationships
CRM Objectives
Reducing Sales Cycle & Selling costs
Increasing revenues
Identifying new markets and channels for expansion
Improving customer value, satisfaction, profitability and
retention
Provide complete life-cycle view of customer interaction
Prospect Identification
Lead Generation
Sales Close
Order Fulfillment
Ongoing service and support
Improving customer profitability and retention
CRM Objectives
Enable and promote e-business
Seamless, web-based collaboration between company, its
customers, suppliers and partners
Purchase products / services online and receive web-
based services and support, personalised for the
individual customer
Track ad manage customer interactions and
transactions across multiple channels
Increase the effectiveness of employees
The Closed Loop Customer Life Cycle
Application
CRM CRM ERP
CRM
Business Intelligence
CRM Channels
Unified Channels