PAST, PRESENT AND

FUTURE OF
CUSTOMER
RELATIONSHIP
MANAGEMENT

DEFINITION AND
MEANING OF CRM

BARTER SYSTEM

HISTORY OF CRM
1960 :
ERA OF MASS MARKETING

1970 :
SEGMENTATION AND
CUSTOMISATION

1980 :
NICHE MARKETING AND SFA

1990 :
RELATIONSHIP MARKETING,
TELEMARKETING AND CALL
CENTERS

MONOPOLY
MARKET
SINGLE SELLER

SELLERS MARKET
NO CLOSE SUBSTITUTES
BARRIERS TO ENTRY
FIRM AND INDUSTRY ARE SAME

PRESENT OF CRM

PROMOTION CAMPAIGN

FEEDBACK SERVICES
UPGRADE SERVICES
BRAND
EVENTS

CONSUMER PROTECTION ACT 1986

BANKING OMBUDSMAN

CRM SOFTWARE

CONSUMER
RIGHTS
1. RIGHT TO BE PROTECTED
2. RIGHT TO BE INFORMED
3. RIGHT TO BE ASSURED

4. RIGHTTOBEHEARD
5. RIGHTTOSEEKREDRESSAL
6.RIGHTTOCONSUMEREDUCATION

OBJECTIVES OF CRM
INCREASE IN CUSTOMER SERVICE
INCREASE EFFICIENCY
LOWERING MARKETING COST
AIDING THE DEPARTMENT

CONCEPTUAL UNDERSTANDING OF
RELATIONSHIP MARKETING

PRODUCT VS CUSTOMER
CENTRIC

IMPORTANCE OF CRM
FORSEE CUSTOMER NEEDS

DETAILS OF A CUSTOMER
GROUPING CUSTOMERS
ACQUIRING NEW CUSTOMERS
COST EFFECTIVE
HANDY DETAILS
CUSTOMER SATISFACTION
CUSTOMER LOYALTY

SATISFIED CUSTOMERS

FUTURE OF
CRM
RETENTION RATE

INCREASED SALES
REDUCED COSTS
SIGNIFICANT ROLE

 TECHNOLOGY
CUSTOMER
INFORMATION
INTERACTIVE
CUSTOMER
INDIVIDUALITY

GLOBALISATION

CRM IN INDIA
A.INTRODUCTION
B. LITERATURE REVIEW
C. TECHNOLOGY SELECTION
D. EMPLOYEE EMPOWERMENT
E. CUSTOMER KNOWLEDGE STRATEGY

CASESTUDY

BIBLIOGRAPHY
http://
www.jrosenfield.com/articles/CRM-Histor
y.htm
http://estebankolsky.com/2009/09/a-brief
-history-of-scrm
/
http://
www.managementstudyguide.com/origin-o
f-crm.htm
http://
www.youtube.com/watch?v=g-OP8xZmA
JM

VATSAL
(50)