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Crm Presentation

In:

Submitted By jassim73
Words 1319
Pages 6
Customer Relationship
Management (CRM)
Services, Support, Sales, Marketing

Jasim
January 2016

Table of Contents
Section 1

What is CRM

Section 2

CRM in Telecom Business

Section 3

Table of Content
CRM within IT Landscape

Section 4

CRM Data Source

Section 5

CRM and Business Strategy

Section 6

CRM and Organization

Section 7

CRM as A Differentiator

Section 8

Current Telecom Challenges

Section 9

Current and Decision Making

What is CRM ?
“(CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.” “Customer
Relationship
Management – in short CRM
- is a customer-oriented strategy. The company and its processes are customeroriented. The aim is to increase customer satisfaction and long-term customer loyalty to the company. This can be achieved by an individual customer care.”

Source: SearchCRM
Source: SmartCRM

A management philosophy according to which a company’s goals can be best achieved through identification and satisfaction of the customers' stated and unstated needs and wants.
Source: BusinessDictionary

What is CRM ?
Customer
Service

Sales

Marketing

Customer
Support

CRM in Telecom Business
 Telecom operators are considering customers as their most valued Assets.

Which topics are the most crucial for the success of telecom operators?

 Most Telecom operators representing their business strategy around customers.  Telecom industry is facing challenges in terms of revenue growth, where managing customers’ expectation and increasing loyalty is vital to retain customers and reduce churns.
 CRM

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