Customer relationship management in mis (2)

1. CUSTOMER RELATIONSHIP MANAGEMENT IN MIS Nupoor Pradhan Shruti Agrawal Neha Shetty Tasneem Nalwala Sahil Kamdar

2. Agenda What is CRM? Types of CRM Implementation Benefits & Challenges of CRM About the company CRM vision at Audi CRM at Audi

3. What Is CRM

4. Types of Implementation Functional CRM Large scale organizations Departmental CRM All sizes of organizations Partial CRM Intra-departmental organization (2-3 Departments) Full CRM All levels of organization

5. Benefits of CRM Allows businesses to identify and target t heir best customers Real time customization and personalization of products based on customer needs Helps keep track of customers whenever they contact the company Centralized data leads to better goal setting

6. Challenges of CRM Many corporations only use CRM systems on a partial or fragmented basis Often delegated to the IT department without understanding its true function Huge investments & slow returns Inadequate focus on objectives Poor user adoption

7. Real World Case

8. About the company Founded in 1932 and headquartered in Ingolstadt, Germany Audi, a 99%-owned subsidiary of Volkswagen, is an upscale carmaker that produces more than 14,50,000 cars a year Revenues of approx. 44 billion euros V ision is to recast Audi’s face to the customer by creating a more holistic relationship among manufacturer, dealer and customer

9. CRM vision at Audi

10. CRM vision at Audi Audi’s goal is to acquire and retain customers for the long term Working more closely with its dealerships which have the most direct relationship with customer at point of sale To deliver relevant, personalized offers to its most valuable customers to drive lifetime loyalty

11. CRM at Audi mySAP CRM 4.0, SAP BW 3.1

12. Thank You