CRM

1
CRM

• What is CRM?
• Costs about CRM
• Benefits

2
What is CRM?

• CRM stand for Customer Relationship Management.
  It is a strategy used to learn more about
  customers need and behavior in order to
  developed stronger relationship with them.
• CRM strategies because it has also changed
  consumer buying behavior.

3
CRM (continue)

• Customer Relationship Management
• With each new advance in technology, especially
  the proliferation of self-service channels like
  the Web and WAP phones, more of the relation is
  being managed electronically.

4
CRM

• Responses to campaigns
• Shipping and fulfillment
• Sales and purchase data
• Account information
• Web registration data
• Service and support records
• Demographic data
• Web sales data

5
CRM

• This product is an integrate collection of data
  mining modules specifically developed for
  business users. With DD/Marketer you can analyze
  customer data throughout the entire customer life
  cycle

6
CRM (cost)

• A recent (2001) survey of more than 1,600
  business and IT professionals, conducted by The
  Data Warehousing Institute found the close to 50
  had CRM project budgets of less than 500,000.
  That would appear to indicate that CRM does not
  have to be a budget-buster.

7
CRM (con.)

• The idea of CRM is that it helps business use
  technology and human resources to gain insight
  into the behavior of customer and the value of
  those customer. If it works as hoped, a business.

8
CRM (con.)

• Provide better customer service.
• Make call centers more efficient
• Cross sell products more effectively
• Help sales staff close deals faster
• Simplify marketing and sales processes.
• Discover new customer .
• Increase customer revenues.

9
Benefits

• Reduce the average handling time of agent
  assisted interactions
• Reduce agent assisted interactions
• Gain insight into customer trends, agent training
  needs, and product defects, real-time
• Improve customer acquisition and retention
• Increase revenues
• Effectively automate the knowledge maintenance
  process

10
Conclusion

• CRM helps business with the relation between B2B
  and B2C.
• The cost is very attractive because business
  increase revenue and decrease cost, in inventory
  and customer service.
• The advantage among businesses
• JIT SCN and Finance and Accounting time.