Topics in Customer Relationship Management (CRM)

1. Topics in Customer Relationship Management (CRM) Supervised By Ms. Eman El Ajramy Presented by Leena radi 320090014

2. Introduction • What is Customer Relationship Management (CRM)? • CRM Strategies • CRM People • Customer Relationship Management CRM Model • The basic features of the CRM tools • Note • Summary • References

3. Introduction The definition of customer relationship management Customer Relationship Management is a methodology for understanding and also influence the behavior of the customer through communication with the aim of improving: -Access to customer -Customer retention, -Access to customer loyalty and profit

4. What is Customer Relationship Management (CRM)? Customer Relationship Management (CRM) is: the integration of sales, marketing, service and support strategy, process, people and technology to maximize customer

5. CRM Strategies Make the customer • Gain the greatest number of new “Best” customers as early in their “lifespan” as possible. Customer Retention • Retain and expand your business and relationships with your customers through up-selling, cross-selling and servicing. Customer Loyalty • Offer programs to ensure that your customers happily buy what you offer only from you. Cost Reduction • Reduce costs related to marketing, sales, customer service and support. Improve Productivity Enhance your e-business strategies.

6. CRM People “Customers” • Suspects, Visitors, Prospects, Subscribers, Patrons, Members, Ticket Buyers, Users, Consumers, VIPs, Volunteers, Annual / Major Donors, Advisors, Advocates, Legislators, Strategic Partners, Sponsors … Users • Management, Employees, Visitors Suppliers • Services - Consultants • CRM / Customer Development Experts • Products - Technology • Software, Hardware, Connectivity

7. Customer Relationship Management CRM Model

8. dynamic of CRM جمع المعلومات وقياس النتائج Capture Customer Data and Measure Results الزبون Capture Customer Data and Measure Results تخزين المعلومات, التنقيب, جعل المعلومات بمتناول الجميع Capture Customer Data and Measure Results The CRM Dynamic الشروع بالتنفيذ وإغناء العلاقة مع الزبون Capture Customer Data and Measure Results بناء وإدارة Customer Value Capture Customer Data and Measure Results Customer Relationship Management is a ongoing, dynamic learning process for an organization

9. The basic features of the CRM tools • Build a database about the customer as to allow a relationship with him in detail. • Allowed to enter a customer's data and information in general by all: management, sales force, officials and services to the customer. • Ensure compatibility between the requirements of the customer and offer a plan submitted to him. • Check payments and so on.

10. Note  Must be considered to the CRM as a procedural facilitate the process of gathering information on customer, sales, marketing effectiveness, market trends and other information.

11. Summary • Can sum up the more the benefits of CRM is a male: - Better marketing -Better information on sales, -Improved productivity, -Best customer care and this ultimately leads to its retention and transfer to the stage of loyalty

12. References http://translate.google.ps/translate?hl=ar&sl=en&u=http://

13. Thank You