Skip to main content

MBA Project on Customer Relationship Management CRM

CRM is an integrated effort to recognize, maintain, and build up a network with individual consumers and to constantly strengthen the network for mutual benefit of both sides, through interactive, individualized and value-added contacts over a period of time. The core theme of all CRM is its focus on co-operative and collaborative relationships between the firm and its customers, and/or other marketing actors. CRM is based on the premise that, by having a better understanding of the customers’ needs and desires we can keep them longer and sell more to them. An important facet of CRM is “customer selectivity”. Several research studies have shown not all customers are equally profitable. The company must therefore be selective and tailor its program and marketing efforts by segmenting and selecting appropriate customers for individual marketing programs. In some cases, it could even lead to “outsourcing of some customers” so that a company better utilize its resources on those customers it can serve better and create mutual value. However, the objective of a company is not to really prune its customer base but to identify appropriate customer programs and methods that would be profitable and create value for the firm and the customer.

Executive Summary

The Customers
Who are the customers?
Knowing the customers
Five New Approaches to Customer Value

Customer Relationship Management (CRM)
What is CRM?
How it works?
CRM’s Evolution
Key Principles of CRM
Reduce operational cost
Enhance the service
Sell more services in the same package
Empower the customer

Benefits
Benefits for Organization
Benefits of CRM to Customers

CRM Status
Introduction
A Peep into the Past
The Present
The Future
Future Advantages of CRM

e-CRM
What is e-CRM?
e-CRM Vs CRM
Why employ e-CRM?
The six “E’s” of e-CRM
e-CRM Architecture

CRM – IT or Management
The New Face of Marketing
Integration of IT and Management for implementing successful CRM

Key Areas of CRM
Major areas of CRM
Marketing Automation
Sales force Automation:
Customer service

Implementation of CRM
Implementation of CRM
Call Centre
CRM Interaction Cycle

CRM and The Internet Age
CRM --In the Internet Age
Looking back: The Industrial Era Model
Looking beyond: The Internet Era Model

Integrated CRM
Integrated Customer Relationship Management

Myths About CRM
Myths of CRM- The 4 Deadly Sins
Myth-1: CRM is just about technology
Myth-2: CRM is just about improving sales
Myth-3: You can just buy a CRM package and bolt it onto your existing systems
Myth-4: A midsize company's best bet is to use the same CRM package its larger competitors do

CRM at ICICI Bank
CRM Roadmap
Need for CRM
How CRM changed the processes in ICICI?
How organizations optimize cost in CRM?
Loopholes
E-CRM
CRM at HDFC Bank
CRM Roadmap:
How CRM changed the processes in HDFC?
Benefits of CRM
Loopholes
CRM Conclusion
CRM at CORPORATION Bank
Benefits of CRM
CRM Roadmap
CRM at CITI Bank
Benefits of CRM
CRM Roadmap:
Loopholes

CRM Report Analysis
Report Analysis

Conclusions

Recommendation

Bibliography

Download Here: Dissertation

Popular posts from this blog

Intellectual Capital Performance - Finance Dissertation

This Finance Dissertation Examines The Intellectual Capital Performance of Singapore Banking using VAIC Model - New Finance Dissertations Intellectual Capital Performance Dissertation – Financial Accounting has provided the basis to keep a track of all monetary transactions of a business, and provides data to value the assets of the company. However, there are some assets which are tough to realize in monetary terms and we ignore them in valuation. Intellectual capital is one of those intangible assets which are not accounted for while forming the balance sheet of the company. In banking business, where the quality and caliber of human resources, relationship with business and other capital assets mark the success of the firm, intellectual capital measurement is highly required. https://www.study-aids.co.uk/finance/fin0053/
Read more

The Future Bases For Competitive Advantage in the Telecommunications Industry

Over the past decade, the communications industry has changed dramatically due to deregulation, technological changes, increasing convergence of previously unrelated services and, more recently, rapid advancements in Internet, broadband and wireless technologies. The global telecommunications market went through a fundamental transition from national state owned monopolies to privatised, deregulated competitive markets. Simultaneously, the new technologies made possible new, innovative services, created new markets and reduced the barriers to entry. Together deregulation, competition and new technology created strong downwards pressures in prices. In essence, there was a new paradigm - a significant change in the balance between Porter’s Five Forces, producing a high degree of dynamism and complexity in the telecommunications industry. Together this created one of the largest ‘booms’ of modern times and utterly transformed the telecom landscape by introducing a host of new players. T...
Read more

Project Management Theory and Methodologies

http://www.study-aids.co.uk Introduction A project is a short term activity that has a definite start and end date that is used by an individual or an organization to meet certain goals and objectives that have been set to bring about some defined change. A project differs from the overall activities of the organization in that business operations are more permanent and long term in nature and they have a specific style of management that is meant to ensure the overall utilisation of resources to produce goods or services. Project management requires the utilisation of specific technical skills to ensure that the short term nature of the project has been met successfully. Project management involves the use of planning, controlling and managing activities to ensure that the project has been conducted in an effective and efficient way. Projects and project management are not new concepts as they have been practiced since the beginning of early civilization and the industrial revolu...
Read more