خرید و دانلود پاورپوینت مدیریت ارتباط با مشتری به انگلیسی

پیش نمایش ” پاورپوینت مدیریت ارتباط با مشتری به انگلیسی “

پاورپوینت مدیریت ارتباط با مشتری به انگلیسی

مدیریت ارتباط با مشتری به انگلیسی

Purpose of CRM

Why we need CRM

Defining CRM

Identifying different customer types

Developing customers i.e. Loyalty programs

A buzz phrase…with meaning

Good CRM has a sophisticated database

Management of customers –
don’t have to be passive recipients of their behavior

History of CRM

B&S – Buying & Selling

RM – Relationship Marketing

CIMS – Customer Information Management Systems

CRM – Customer Relationship Management

e-CRM- A subset of CRM that focuses on enabling customer interactions via e-channels (The web, email and wireless)

Definitions 

مدیریت ارتباط با مشتری به انگلیسی

• “is a business strategy with outcomes

–that optimise profitability, revenue and customer satisfaction

–by organizing around customer segments,

–fostering customer-satisfying behaviors and

–implementing customer-centric processes.”

• “is a strategy

–used to learn more about customers’ needs and behaviors

–in order to develop stronger relationships with them.”

Underpinning Theory

• Customers have many points of contact with an organisation
• Retaining customers is far most cost effective than recruiting new ones
• Some customers are more profitable than others

–The “80/20” rule

–For most firms, 80 percent of profit comes from 20 percent of customers

• Use of Technology

Three phases of CRM

• Acquiring New Relationships

–You acquire new customers by promoting your company’s product and service leadership.

• Enhancing Existing Relationships

–You enhance the relationship by encouraging excellence in cross-selling and up-selling, thereby deepening and broadening the relationship.

• Retaining Customer Relationships

–Retention focuses on service adaptability – delivering not what the market wants but what customers want.

Steps to improve CRM

1.Build a database

2.Analyse, define types, profitability

3.Customer selection

4.Activities to delight selected customers
– discourage others

5.Analyse again to see how we’re doing

پاورپوینت مدیریت ارتباط بامشتری به انگلیسی

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