13（课件）- 《客户关系管理（英文版）》同步教学（人民大学版）

Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited CRM Customer Relationship Management Urvashi Makkar Harinder Kumar Makkar Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Chapter 13 Future of CRM Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Introduction Learning Objectives Emerging Technologies & CRM SaaS Solutions Cloud Computing New Customer Access Technologies Recap Chapter 13: Future of CRM Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited After going through this chapter, the students will be able to: Discuss various emerging technologies and their impact on CRM Discuss and understand the concepts of SaaS and cloud computing and their impact on CRM Analysing the effect of New Customer Access Technologies Learning Objectives Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited The very purpose of CRM is to help a business to develop constructive truthful mutually rewarding Relationships. Today CRM is getting integrated with more and more business processes. The relationship management with the customer is possible only through management of relationship with all the stakeholders like employees, suppliers, vendors, investors, shareholders, intermediaries, distributors, retails, wholesales and society as a whole. CRM will be evolving towards Stake holder Relationship Management (SRM) in future. Introduction : Scope of CRM in Future Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited The deployment of CRM in organizations is wi