Customer Relationship Management

1
Customer Relationship MANAGEMENT

• ESOLPK

2
DEFINITION OF CRM

• CRM is a business strategy directed to know,
  anticipate and reply to the requirements of an
  enterprises current and potential customers in
  order to grow the connection worth. This
  definition can be outlined by 5 views.

3
the aim OF ESOLPKs CRM Software

• The focus of ESOLPKs CRM software is on making
  value for the client and the company over the
  long term.
• When clients worth the customer service that they
  receive from suppliers, they're less likely to
  seem to various suppliers for their desires
• ESOLPKs CRM software allows organizations to
  achieve competitive advantage over competitors
  that provide similar product or services.

4
WHY IS CRM IMPORTANT?

• Todays businesses contend with multi-product
  offerings created and delivered by networks,
  alliances and partnerships of many types. each
  retentive customers and building relationships
  with alternative value- adding allies is crucial
  to company performance.
• The adoption of ESOLPKs C.R.M. is being fuelled
  by recognition that long-term relationships with
  customers are one among the foremost vital assets
  of a company.

5
The 3 Phases of ESOLPKs CRM Software

• Acquire New Customers
• Innovation
• Convenience
• Enhance profit of Existing Customers
• Cross-selling amp Up-selling
• One-stop
• Retain Profitable Customers forever
• Listen amp Respond
• Achieve client Lock-On

6
Determinants of CRM

• Trust The temperament to accept the power,
  integrity, and motivation of one company to serve
  the requirements of the opposite company as
  prescribed implicitly and explicitly.
• Value the flexibility of a commerce organization
  to satisfy the requirements of the client at a
  relatively lower price or higher profit than that
  offered by competitors and measured in financial,
  temporal, practical and psychological terms

7
Determinants of CRM

• In addition to trust and worth , salespeople
  should
• Understand client desires and problems
• Meet their commitments
• Provide superior once sales support
• Make sure that the client is usually told the
  reality (must be honest) and
• Have a passionate interest in establishing and
  holding a long-term relationship (e.g., have
  long-run perspective).

8
IMPLEMENTING ESOLPKs CRM software

• When we introducing or developing CRM, a
  strategic review of the organizations current
  position ought to be undertaken.
• Organizations should address four issues
• 1. What's our core business and the way can it
  evolve in the future?
• 2. What kind of CRM is suitable for our business
  currently and in the future?
• 3. What IT infrastructure can we have and what
  can we need to support the longer term
  organization needs?
• 4. What vendors and partners can we got to
  choose?

9
advantages OF ESOLPKs CRM Software

• Benefits of CRM include
• Reduced prices, as a result of the proper things
  are being done (ie., effective and economical
  operation)
• Enhanced client satisfaction, because they're
  obtaining specifically what they require (ie.
  meeting and extraordinary expectations).
• Guaranteeing that the main focus of the
  organization is external.
• Growth in numbers of consumers.

10
advantages OF ESOLPKs CRM Software

• Maximization of opportunities (eg. enhanced
  services, referrals, etc.)
• Enhanced access to a supply of market and
  contestant info
• Highlight poor operational processes.
• Future profit and property

11
STRATEGICALLY vital CUSTOMERS

• ESOLPKs client relationship management focuses
  on strategically vital markets. Not all customers
  are equally necessary.
• Therefore, relationships ought to be engineered
  with customers that are doubtless to produce
  price for services
• Building relationships with customers which will
  give very little price might lead to a loss of
  your time, workers and monetary resources.

12
CRM Challenges

• I dont apprehend UN agency my customers are
• We dont have contact with customers as a result
  of we sell via channels
• Our internal systems dont give one unified read
  of our customers
• I dont apprehend that customers are most useful
  and merit special attention
• I dont apprehend why my customers defect

13
Conclusion

• ESOLPK is a professional web design and website
  development company, with expertise in custom CRM
  development as well as in customization of MS CRM.