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CRM
Contents:
CRM:
y 1What is CRM (i)Advantages of CRM Disadvantages of CRM How to impress customers Reason to fail CRM Service offering by CRM Why choose CRM Opt for CRM CRM is Rewarding Market Structure
2.PANTALOON RETAIL INDIA LTD: About Company Vision Mission Core Value Future Group Board of Directors Strategies for Attracting the Customers Types of Members Offer for Green Cards Holders
Alok Kumar Gupta
CRM
CRM: INTRODUCTION:
In todays competitive market driven economy it is not only sufficient to provide your customers with the best service levels and customer experience over the short-term, but also analyze the transactional information to develop better services and products for your customer over the long run through the discovery of not-so-obvious insights into customers wants and needs.
WHAT IS CRM:
CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness responsiveness and marketing.
Alok Kumar Gupta
CRM
ADVANTAGES OF CRM:
Shared or distributed data Cost reduction Better Customer Service Increased Customer Satisfaction Better Customer Retention Loyal customers More repeat business More new business More Profit
DISADVANTAGES OF CRM:
Lack of formalization of the procedures Lack of the employees' interest
Alok Kumar Gupta
CRM
CRM initiatives launched without a strategy. The CRM strategy is not integral to the business strategy The CRM toolset is based on someone elses success. CRM is launched with no regard for enterprise or customer interfaces. CRM is launched without customer input. CRM is considered an IT project not business initiatives leveraging technology. CRM is launched without defined metrics and objectives CRM is considered a one-time event.
CRM
y Assume you have a customer-centric culture because you have customers y No top down leadership and employee buy-in for CRM.
Feasibility Analysis Technology Evaluation & Selection Project Scoping Metrics Reporting & ROI Proof-of-Concept development Application Audit & Health Check
2. Implementation:
o o o o o o o
Implementation Strategy Functionality Mapping & Gap Analysis Data Migration, Conference Room Pilot & Training Full Cycle Implementations & Deployment Global Rollouts Release Management
CRM
o o
4. Upgrade Services :
o o o o
Application/Product Upgrade Database Upgrade Data Conversion and Migration Object Migration
Testing Process Consulting Manual, System and Integration Testing Load Testing Fail Over and Availability Testing Test Cases Automation Reporting Services
CRM
o o o
Unification of Customer Data Multiple Version Integration Real Time/Batch Data Cleansing
Application Support Customization Support Database Administration Application Administration Performance Tuning
CRM
CRM is Rewarding:
The benefits of CRM are enormous.The marketing department is yet another department that stands to gain enormously as CRM aids in marketing functions. The customer centred strategy that provides information on potential customers, boosts the marketing function by providing the marketing department with a clear idea of what the customer needs are and enables them to work accordingly.
CRM
Customer Privacy and data security, as well as and legislative and cultural norms. Some customers prefer assurances that their data will not be shared with third parties without their prior consent and that safeguards are in place to prevent illegal access by third parties.
Market structure:
The following table lists the top CRM software vendors in 20062007 (figures in millions of US dollars) published in Gartner study
Vendor
2007 Revenue
2006 Revenue
SAP
2,050.8 25.3
1,681.7
26.6
22.0
Oracle
1,319.8 15.3
1,016.8
15.5
29.8
Salesforce.com
676.5 8.3
451.7
6.9
49.8
Amdocs
421.0 5.2
365.9
5.6
15.1
Microsoft
332.1 4.1
176.1
2.7
88.6
Others
3,289.1 40.6
2,881.6
43.7
14.1
CRM
Total
8,089.3 100
6,573.8
100
23.1
CRM
Vision:
Future Group shall deliver Everything, Everywhere, Everytime for Every Indian Consumer in the most profitable manner.
Mission:
We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development.
Core Value: Indianness: confidence in ourselves. Leadership: to be a leader, both in thought and business. Respect & Humility: to respect every individual and be humble in our conduct.
Alok Kumar Gupta
CRM
Introspection: leading to purposeful thinking. Openness: to be open and receptive to new ideas, knowledge and information. Valuing and Nurturing Relationships: to build long term relationships. Simplicity & Positivity: Simplicity and positivity in our thought, business and action. Adaptability: to be flexible and adaptable, to meet challenges. Flow: to respect and understand the universal laws of nature.
Future Group:
Pantaloon Big Bazaar Food Bazaar Central Fashion Station
Board of Directors:
Mr. Kishore Biyani Managing Director Mr. Gopi Kishan Biyani Wholetime Director
Alok Kumar Gupta
CRM
Types of Members:
1-1Star Members 2-3Star Members 3-5Star Members 4-7Star Members
CRM
CRM