1. Concept & Content of CRM
Done by:
Sagar Kudale
Roll No.9075

2. What is CRM
CRM (customer relationship management) is an information industry
term for methodologies, software, and usually Internet capabilities that
help an enterprise manage customer relationships in an organized way.

3. History of CRM
• 1960
ERA OF MASS MARKETING
• 1970
SEGMENTATION AND CUSTOMISATION

4. • 1980
NICHE MARKETING AND SFA

5. • 1990
RELATIONSHIP MARKETING, TELEMARKETING AND
CALL CENTERS

6. Objectives of CRM
•
•
•
•
Building Customer Loyalty
Increase in Customer Service
Increase efficiency
Lowering Marketing Cost

7. The Players
The Top 11 CRM Manufactures Are:
Company
Product name
1. Microsoft
Microsoft Dynamics CRM 3.0
2. Sage Software
SalesLogix CRM
3. SAP America Inc.
SAP Business One CRM
4. Parature Inc.
Parature
5. Entellium
Entellium CRM
6. Pivotal corp.
Pivotal CRM
7. Maximizer Software
Maximizer Enterprise CRM
8. Net suite Inc.
NetSuite CRM+
9. Oncontact Software
Oncontact V
10. ADAPT Software Applications
ADAPT crm
11. Exact Software North America
e-Synergy

8. Four implementation tasks for creating
and managing customer relationships
• IDIC
– Identify
– Differentiate
– Interact
– Customize

9. Benefits of CRM
•
•
•
•
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Reduced costs
Increased customer satisfaction
growth in numbers of customers
long term profitability and sustainability
Helpful to beat competition

10. Future of CRM

RETENTION RATE

INCREASED SALES

REDUCED COSTS

SIGNIFICANT ROLE

TECHNOLOGY

TECHNOLOGY

CUSTOMER INFORMATION