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Customer Relationship Management: Presented By-: Bhaskar Pratap Singh

The document discusses customer relationship management (CRM). It states that CRM is an important part of marketing management. Marketing is shifting its focus from product acquisition to customer retention and relationships. CRM aims to acquire, enhance, and retain customer trust and value through various phases and determinants. Several sectors like hospitality, education, telecom, banking, and retail are adopting CRM strategies to improve customer service, sales, and loyalty. The conclusion states that CRM is a valuable tool for businesses.

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36 views12 pages

Customer Relationship Management: Presented By-: Bhaskar Pratap Singh

The document discusses customer relationship management (CRM). It states that CRM is an important part of marketing management. Marketing is shifting its focus from product acquisition to customer retention and relationships. CRM aims to acquire, enhance, and retain customer trust and value through various phases and determinants. Several sectors like hospitality, education, telecom, banking, and retail are adopting CRM strategies to improve customer service, sales, and loyalty. The conclusion states that CRM is a valuable tool for businesses.

Uploaded by

somiiipm
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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CUSTOMER RELATIONSHIP MANAGEMENT

Presented by-: Bhaskar Pratap Singh

INTRODUCTION CUSTOMER RELATIONSHIP MANAGEMENT


CRM is a powerful functional area of Marketing Management. It is therefore desirable that one should have a relook at the concept of marketing in some of its evolutionary phases with the change in focus from products to relationships during the past 50years. Marketing and the Marketing communication mix are changing. New opportunities new threats, new tools and innovations are emerging. The worlds more than 650crore consumers and probably 50crore industrial buyers are becoming increasingly accessible. Marketing has moved from Customers acquisition ( winning new customers ) to Customers retention customers for life ) ( keeping

Customer
There is only one boss. The customer! He can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else. ------------- Sam Walton, founder of Wal-Mart Our greatest asset is customer! Treat each customer as if they are only one! --------- LAURICE LEITAO Customer is king Know your customerto capture & retain them! If, we dont take of our customers someone else will!

Phases & Determents of CRM

ACQUIRE ENHANCE RETAIN TRUST VALUE


Hospitality opts for CRM :-


Education sector opts for CRM

o Student Relationship Management (SRM)

Telecom sector opts for CRM


Customer service is Key to sales and loyalty

Customer service become the differentiator

Banking sector opts for CRM

Retail sector opts for CRM


Retail sector is Indians largest industry; this sector is valued at $200 billion account for over 10% of the countrys GDP and around 8% of the countrys employment. Modern retail has entered India as seen in sprawling shopping centers. According to Paretos principle 80% of sales from 20% of the customers. But this would happen if the retailer has the 20% as its most profitable customer and not just normal customer.

The following are the some of the examples where retail malls are following
Pantaloon touch with its loyal customers through mailers, SMS, telephone informing them about their developments and promotions. Shoppers stop known as the first citizen card where customer can enjoy reward points for every purchase.

CONCLUSION

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