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CRM: Beyond the Buzz

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CRM can be defined as all interactions a business has with it's ... 'Marketing: An Introduction', by Gary Armstrong and Philip Kotler. Questions? Sean Leibin ... – PowerPoint PPT presentation

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Title: CRM: Beyond the Buzz


1
CRM Beyond the Buzz
  • Sean Leibin

2
  • CRM- Customer Relationship Management
  • -CRM can be defined as all interactions a
    business has with its customers.
  • -Entails all aspects, from sales to product
    support.

3
  • Computerization has revolutionized CRM.
  • Customers now have greater access to companies,
    which means the companies must work harder to
    keep them satisfied.
  • Successful CRM requires qualified professional
    employees, a well designed process, and leading
    edge technology.

4
  • The hired professionals should know how to deal
    with customers as well as the technology being
    used.
  • Without a well designed CRM process, a companys
    relationship with its customers will not be
    successful.
  • Technology must include not only successful use
    of the internet, but data warehousing, and
    reliable call center technology.

5
  • Companies must not rely strictly on software to
    solve all of their CRM needs. They must also
    integrate employees into the equation.
  • Another viable solution is outsourcing company
    needs to someone specializing in CRM.
  • A credible CRM company can guarantee results,
    negating any risks.

6
  • Companies must remember to look at CRM not as a
    cost center but a competitive differentiator.
  • This means that a successful CRM system is the
    key to beating out competition.

7
Sources
  • In addition to the current events article,
  • http//www.webopedia.com
  • Marketing An Introduction, by Gary Armstrong
    and Philip Kotler

8
Questions?
9
  • Sean Leibin
  • sl356503_at_ohio.edu
  • MIS 202
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