Topic 4 CUSTOMER RELATIONSHIP MANAGEMENT Customer relationship management CRM is a model for managing a companys interactions with current and future customers CRM refers to the methodologies and tools that helps businesses manage customer relationships in an organized way ID: 782257
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Slide1
CUSTOMER RELATIONSHIP MANAGEMENT
Topic 4
Slide2CUSTOMER RELATIONSHIP MANAGEMENT
Customer relationship management (CRM) is a model for managing a company’s interactions with current and future customers.
CRM refers to the methodologies and tools that helps businesses manage customer relationships in an organized way.
Important – to keep your clients close, strengthen your relationships with them and find new clients.
Slide3It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.
This software allow the employees to store information about customers and can be accessed by the employees in different department with company.
Slide4INFORMATION TECHNOLOGY AND CRM
Technology plays
a important
role in CRM.
Technological approaches involving the use of databases, data mining and one-to-one marketing can assist organisations to increase customer value and their own profitability.
This type of technology can be used to keep a record of customers names and contact details in addition to their history of buying products or using services.
Slide5The areas which company interacts with its customer:
Front office contacts
Back office operations
Business contacts
Slide6PURPOSE
With an effective CRM strategy, a business can increase revenues by:
Providing services and products that are exactly what your customers want
Offering better customer service
Helping sales staff close deals faster
Make call centers more efficient
Simplify marketing and sales processes
Slide7KEY ELEMENTS OF CRM
3 areas which are core to successful CRM:
Customer service
Sales force automation
Campaign management
Slide8WHY WE NEED CRM ?
For customer flux and better management
To manage customer better
To know about customer’s experiences
To help customers find what they are looking for
To get competitive edge with efficient CRM system
To keep customers informed all the times
To increase customer-company communication
Slide9CRM ACTIVITIES
Reactive service
Proactive service
Customer has a problem and contact the company.
the manager take a step and contact the customer himself in order to establish a dialogue and solve the problems.
Slide10ADVANTAGES OF CRM FOR SHIPPING INDUSTRY
Better management of customer services
Gain competitive edge/dominate market/become authority
Enhances communication between company and customer
Keep customer informed on services and activities
Enhances productivity and operational effectiveness
Simplifies internal processes
Slide11DISADVANTAGES OF CRM
Most common obstacles experienced using CRM systems:
Record loss
Training
Require additional work inputting data
Require continuous maintenance, information updating, and system upgrading costly
Slide12EXAMPLE OF COMPANY THAT USE CRM
W&O Supply, 1975 – largest marine pipe supplier in United State – used CRM from
Maximizer
Software.
W&O Supply was acquired by PON Holdings, based in Netherland.
Benefits using
Maximizer
Software :
Can access a complete customers view.
Improved information about the sales team and sales processes
Protection of customers data
Slide13Shipping companies in Taiwan (
Wanhai
, Evergreen, Yang Ming Line) and in Vietnam (
vinalines
and
Vosco
) use various CRM system (interactive marketing, sales automation, customer service and support) to communicate with their customers.
Shipping Liner companies, CRM services can improve:
Coordination and communication among ship management
Terminal operation
Vehicle arrangement