Customer Relationship

Management (CRM)
Presented By: Rien Camille A. Rona
Class: MBA - Operations Management
Objectives:
● To know the meaning of CRM
● To know the importance of CRM
● How CRM applies to a service provider organization / company
 What is Customer Relationship Management?
● Is the combination of practice, strategies
and technologies that companies use to
manage and analyze customer interactions
and data throughout the customer
lifecycle.
● The overall process of building and
maintaining profitable customer
relationships by delivering superior
customer value and satisfaction.
IMPORTANCE OF CRM
EXPERIENCE SHARING ABOUT CRM
● A Consulting and Training
Company that provides Face to
Face Training Workshops, Virtual
Classes, etc.
Customer Relationship Management in a Consulting and Training Company
Customer Relationship Management in a Consulting and Training Company
Customer Relationship Management in a Consulting and Training Company

● Conducting one-on-one session with the HR prior to

the classroom set up or team building.

● Client interaction while on breaks (On the session)

● Survey after the training session

● RCBC has been building a
reputation for providing the
best customer experience,
award-winning digital banking
services and pioneering
innovation.
Customer Relationship Management in a Banking Industry (Client facing / Teller &
Greeters)
Customer Relationship Management in a Banking Industry (Middle Office Fulfillment
Department )
Customer Relationship Management in Banking Industry

● QR code to be scanned if they want to provide

feedback.

● Client interaction, face to face.

● Using CRM Tool (Salesforce) for the whole company

under Customer Care Department
THANK YOU