Innovation in

crm
A Case Study on Netflix
Streaming Service
 About us

Dixita dey Jesiah mishra

CRM implemented
What is CRM? Shireen by Netflix
shahid
About Netflix
Aparna
PaulAmi roy
Issues with CRM
goswami
Comparative Study
implemented by Netflix
What is crm?

CRM (customer relationship

management)is a technology's for
managing all your company’s
relationships and interactions with
customers and potential customers.
The goal is simple: Improve business
relationships. A CRM system helps
companies stay connected to
customers, streamline processes, and
improve profitability.
 What is crm?
When people talk about CRM, they are
usually referring to a CRM system, a tool that
helps with contact management, sales
management, productivity, and more.

A CRM solution helps you focus on your

organisation’s relationships with individual
people — including customers, service users,
colleagues, or suppliers — throughout your
lifecycle with them, including finding new
customers, winning their business, and
providing support and additional services
throughout the relationship
 ● Netflix is an American subscription streaming service and production
company. Launched on August 29, 1997 . It offers a library of films and television
series and its own productions, known as Netflix originals.
● One of the main reasons why Netflix has recurring customers
is its top-notch content and its originals series.
● The Customer relationship management of Netflix is innovative
,creative and data driven in marketing strategy.
They are open with Customer insights which enables Netflix to
recognize that it is a one-size-fits-all business model.
● They also keep up with consumer loyalty by regularlyreleasing TV shows and new
web series to interact with their audience. It also ensures to take feedbacks from
their audience.
● It is the most successful businesses in, boasting an impressive consumer base of
50 million.
 Crm IMPLEMENTED
● BY Based
Subscription NETFLIX
Model :

● Personalised Recommendation System :

● Introduction of Video Streaming Model:

 CRM IMPLEMENTED
BY NETFLIX
● Cloud Computing

● Customer Relationship Tracking and Management System

 Problems with crm model of
netflix
1.
2.
Conflicts between the IT departments and marketing departments.
Pyramid Consisting three types of problems
Structured/Operational Problems
Semi structured Problems
Unstructured
Unstructured/Strategic Problems Problems
3. Negative impacts of rising prices and other service changes 1
Difficulties introduced
to an organization when
facing unusual situation
and their solution are
Semi structured different and sometimes
unique.
Problem
Only some of the intelligence, 2
design,and choice phases are
structured and requiring a
Structured
combination of standarual d
solution procedures and
Problems
Straightforward problems
Suggestions: individual judgement 3 which can be determined
and solved by repeating
examination and testing
Implementing Manufacturing Retail Planning (MRP) and Enterprise resource planning on the problems.
(ERP) systems.

Applying social CRM.

It needs strong network systems like MAN & LAN to collect data from customers.
 1. Prime
Comparative study Combo Pack

1 2. No download
limit

1. Cheapest 1
subscription

● Diverse content 1. Access to

● Availability recently
● Better user interface aired TV
1
shows

2. Ads
 1. https://ecinfosolutions.com/netflix
-crm/amp
references 2. https://graduateway.com/custome
r-relationship-management-and-n
etflix/
3. https://www.forbes.com
4. https://indianexpress.com
Thank you