INFORMATION TECHNOLOGY

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Presented By:Ramnarayan Gupta 34 Mayur surve 60 Ankit Jain 55 Swapnil Sevankar 41 Pramod sharma 32 Suraj Prakash 53 Vivek Gupta 58

Customer Relationship Management

CRM - is an approach that recognizes that customers

are the core of the business and that the companys success depends on effectively managing relationships with them.
Customer service- is a series of activities designed to

enhance the level of customer satisfaction.

CRM- GROWTH
Data collection and analysis (1980s).

Generating more revenue. Building relationship. customer service that is performed on the Web, sometimes automatically.

Relationship marketing (1990s).

E-Service (2000s):

Goal of CRM.
To use technology to gain insight into the behavior of customers and the value of those customers . Provide better customer service .
Make call centers more efficient . Cross sell products more effectively .

GOAL OF CRM
Help sales staff close deals faster .

Simplify marketing and sales processes.

Discover new customers .

Increase customer revenues.

CRM in Action

There are five steps in building IT-supported CRM. These are:

Make it easy for customers to do business with you. Focus on the end customer for your products and services. Redesign your customer-facing business processes from the end customers point of view. 4. Wire your company for profit: design a comprehensive, evolving electronic business architecture. 5. Foster customer loyalty. In e-Commerce, especially, this is the key to profitability.
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IT IN CRM

ROLE OF IT IN CRM
Role of it via e-commerce in crm
Providing complete product information Providing an easy ordering and billing process
Providing service after sales. Integrating information into ones website.

Personalizing the web interface

It plays pivotal role to play in enabling

companies to maximize profitablity through more precise targeting of market segment & micro segment within.

ROLE OF IT IN CRM
It assist in managing the data required to

understand customer so that appropriate crm strtagies can be adopted. To determine economies of customer acquisition,retention & life time value. Play great role in customer loyalty prog.

ADVANTAGES OF IT IN CRM
Using crm & internet , not only support online

customer but also improve relationship with traditional customer It facilitates global reach of services through internet. Enables both customer & employees to be more effective in getting & providing services By getting all the information , crm plans to

DISADVANTAGES OF IT IN CRM
Loss of human contacts & personal interac

tion There are tremendous investment cost in it for fine,often with uncertain payback. It may does not understand the marketing objective&analysis on wrong data result in waste of time&money. It threatens privacy of customers in many ways.

CRM BENEFITS

IMPROVED CAPTURE OF SALES LEADS complete information about sales prospects and creation of sales territories

ACCESSIBLE DECISION DRIVING INFORMATION

competitor tracking function , smooth integration of all info. sources email ,live chat, telephone etc

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IMPROVED CUSTOMER SERVICE

pre service and post service questionire , pr- scripted answer templetes for FAQs
IMPROVED CUSTOMER PROFILING AND TARGET

MARKETING
clasification of customers having similar profile

 FLEXIBILITY

licenced CRM , hosted CRM i.e. on demand crm for small business
INCREASED CROSS SELLING AND UP SELLING

TYPES/VARIATIONS OF CRM

Sales force automation Marketing Customer service and support Appointment Analytics

Integrated/collaborative Small business Social media Non-profit and membership based Horizontal vs. vertical

CUSTOMER RELATIONSHIP MANAGEMENT CASE STUDY IN Reference with

Steps in implementing CRM

Identifying CRM initiatives Setting measurable targets Evaluating and choosing the appropriate CRM

package

Any time anywhere service, personalized offers, and lower payouts.

Purpose of CRM at ibank

Targeting customers Sales reference material

Consistent interface with customers

ICICI Banks CRM Initiatives

ICICI Banks CRM benefits

Customers usage pattern

CRM at ICICI bank

TAGLINE

" HUM HAI NA"

- ICICI BANK