ECRM-MARCBE.pptttttttttttttttttttttttttttttt

ECRM

2. What does
 Customer Relationship
Management (CRM)
 mean?
• CRM is a strategy by which
companies optimize profitability
through enhanced customer
satisfaction.
• CRM is about automating and
enhancing the customer centric
business processes of Sales,
Marketing, and Service.
• CRM also focuses on added customer loyalty that
directly affects the organization’s bottom line.

3. The goals of CRM
Using existing relationships to grow revenue
Using integrated information for excellent service
Introducing consistent, replicable channel processes
and procedures

4. Managing the customer life cycle: the
three phases of CRM
Acquiring new customers
Enhancing the profitability of existing customers
Retaining profitable customers for life
Acquire Enhanc
e
Retain
It costs six times more to sell to a new customer than to sell to an
existing one, (Ravi k. et al, 2001)

5. Today’s Customers
•Are sophisticated.
•Are price sensitive.
•Are demanding.
•Live time-compressed lives.
•Want their needs met.
•Want their products fast with
greater convenience.

6. Today’s companies are:
•Are digital companies.
•Flatten (less hierarchy).
•Location Independent.
•Flexibility.
•Low transaction and
coordinating cost.
•Using strong IT infrastructure
(Enterprise software, hardware,
Internet, LAN,WAN etc....).

7. What does
 Electronic Customer Relationship Management (E-CRM) mean?
e CRM is the process of maximizing sales to the existing customer,
encouraging continuous relationships through the use of digital
communications technologies such as operational databases,
personalized web messages, Customer Service, Email and
Social Media Marketing.

8. Why is there a need for
satisfied customers?
Cost up five to six times more
to get new customers.
They buy more.
Take less time.
Bring in new customers.
Less price sensitive.
Great advertisers.
Dissatisfied customers tell others, as many as 20 others about
there experience.

9. FedEx promises customers to “absolutely, positively”
get your package to its destination on time, and it
delivers on its promise.

10. Learning about Consumer Learning about Consumer
Behavior OnlineBehavior Online
Reasons for not making purchases