Streamline Your CRM Process Cycle for Engineering with airSlate SignNow

How to create outlook signature

customer relationship management is a technology that manages all of your company's relationships and interaction with customers and potential customers the purpose is straightforward to improve commercial relationships a crm system enables businesses to stay connected to their consumers reduce procedures and increase profitability in this video you will be understanding customer relationship management its benefit main components and all the crm processes this course will also be discussing the roles and responsibilities of the customer relationship manager and in the end we will be discussing the example of crm so if you want to learn more about it stick to your screen and learn all that you can about customer relationship management so without any further ado let's start the video [Music] if you haven't subscribed to our channel yet i want to request you to hit the subscribe button and turn on the notification bell so that you don't miss out on any new update or video releases from great learning if you enjoyed this video show us some love and like this video knowledge increases by sharing so make sure you share this video with your friends and colleagues make sure to comment on the video for any query or suggestions and i will respond to your comments every interaction with the customer creates an opportunity for your customer to have a personal and a wonderful buying experience it is also the chance to vouch and build brand equity and improve satisfaction amongst your customer customer satisfaction has become an inevitable part of any business and plays a crucial role in the success of the business now keeping all this in mind i welcome you all to the course on customer relationship management and i am advent thomas and we'll be spending some time together to understand the main aspects of customer relationship management all right guys so now let's first discuss the learning agenda or what are the things that you will get out of this course after completing it right so starting off with we'll be discussing what exactly is customer relationship management now under this topic we'll be understanding the definition of customer relationship management and what does it mean and also by the end we'll be discussing why is it so important for businesses to have customer relationship management next up we'll be discussing about the benefits of crm now there are there may be companies that might not have customer relationship management in their business processes and there will be companies which have crm in their businesses so in this topic we will be discussing what are the benefits that businesses with crm are going to attain when they choose to have customer relationship management and what are the pros and uh the advantages of having when customer relationship management with respect to the others who aren't using crm right so next we will be discussing the main components of crm now talking about the main components here we will be discussing around seven to eight main components that every business must have in their crm structure right so we'll be discussing each of these crm components that are the main components that must be inside a customer relationship management for any business to be really very effective and successful then we'll be moving ahead with the crm process here we will be discussing the flow of the process of customer relationship management and we'll make you understand how customer relationship management as a process is done right then we'll be moving on to the next topic that is what does customer relationship managers do now basically customer relations management have the managers who is the one who actually take care about the customer relationship the customer satisfaction with respect to the business right so here we'll be discussing the roles and responsibilities of crm managers and what are their roles and their responsibilities with respect to the business and with respect to the uh customers right so here we'll be understanding uh how how a person can feel inside the shoe of a customer relationship manager right so then we are going to complete and end up these course with the examples of customer relationship management now here we will be discussing actual examples of companies who have adopted with crm and what kind of uh impact that did crm actually have in their businesses so this is going to be a really exciting part because we'll be discussing live examples of companies using crm and also getting you will understand how crm is actually helping businesses to increase their sales right so with that we have understood the structure of the agenda superb guys so now let's first discuss our main topic that is what is customer relationship management now let's first read out the definition that is on your screens customer relationship management is a collection of approaches methodologies and technologies used by businesses to manage and analyze customer interaction and the data over the course of their relationship now if you haven't understood anything out of the first part of the definition it's properly cool let's read out the second part of the definition the goal is to improve customer service relationship increase sales and encourage client retention now i believe that most of you have got some idea of what crm is if you haven't got let me explain it to you now basically in the second part of the definition they say crm's basic goal is improving customer satisfaction by improving the customer service relationship now who doesn't like to be treated very well while you are purchasing anything so basically if you're going to buy a car if you're going to buy a good watch when you have someone to tell that so this looks really good on you sort of excellent choice so there's a kind of really good interaction that is happening between you and the sales executive right so that is something known as customer service relationship right so basically when you are when you are making your customer more satisfied when you are making the customer service more easy and more easy to understand so there is going to be impact on your business that is increase in sales and increasing client retention now basically client retention means your customer becoming a loyal customer to your business or to your brand so there won't be any retention that he would or he or she would actually opt out your brand to another brand so that's how encouraging client detention works now coming to the first part of the definition that is the approaches the methodologies and the technologies used by businesses to manage and analyze the customer interaction so basically uh crm is a whole package of the methodologies the approaches so basically to make your customers the king so all the approaches all the efforts of a customer relationship manager is to improve the satisfaction of the customer in their buying experiences now why is it so crucial now you you need to understand that every business has a target of number of sales the turnover so basically if crm is actually helping the business and improving their sales and also encouraging them to be a loyal customer so crm is going to help businesses reach our tremendous targets by providing good customer services right so that's why crm is away has a very crucial part in the business now if you actually want to have a good personal experience and an actual live experience if you're going to buy a new car so basically i had this experience of crm when i was planning to buy a new car that is in the honda showroom right so basically after the sales executive got into the booking advance got into test drive everything and finally we decided to buy a new car so after the all the payment is done there comes a official that is the name tag of customer relationship manager he sits up sits us with us all three of us my dad my mom and me and talks about the uh the process of the purchase right so basically they ask you a few questions relating to the like the process how was the process of buying how was your buying experiences how was your dealings with the sales executive was it smooth uh were you told anything uh wrong about the car or something like that so that actually makes a lot of sense because they actually care about the buying experience of every customer and that's really really helps the customer understand that the company actually wants its customer to have a smooth buying experience right so this is how the brand equity is maintained and the brand name is created so that's why customer relationship management is so very important to any part of the business so with that i believe that you guys have understood what is the basic understanding of the definition of what is customer relationship management amazing guys so now let's discuss the benefits of crm now we are discussing benefits of crm before the main components because only if you understand what kinds of benefit does crm bring into a business only then you will be more curious to learn about the main components of crm right so let's first begin with the first point that is better knowledge of customers now as simple as it sounds better knowledge of customers provide every businesses an upper advantage to close the deal with the customer now in order to explain this i'll just take a small example now if you are into a pc gaming you might know some cheat codes in some games like gta gta san andreas there are some cheat codes that you put into your laptops and maybe a super car comes in or a tank like a panzer comes in right and you can play ahead with that in the same way crm details that if you provide those it's like a cheat sheet to the sales and marketing team of the business now a cheat sheet or not only contains the uh customers information like the customer's full name the email address the phone number it also contains the informations like what language does the customer speak what position is in easy working in the company or what are the special dates so with these kinds of information in the fingertips it becomes so much easy for the sales and marketing team it mixes like the sales and marketing team and the customer mixes like the sugar in a tea and uh the outcome is actually is basically positive like this tea is sweeter and you can in the end of the day you can actually close the deal right so that's why better knowledge of customer and the crm providing the better knowledge helps the sales and marketing team in the business in providing or easily closing the deal for the company right so that's how crm benefits the businesses in providing a better knowledge of the customers now coming to the second point that is better segmentation now what exactly is segmentation segmentation is basically the segregation or subdividing your customers into specific categories that may be in terms of their age or gender or the location they are living in now why do businesses have to do segmentation now basically businesses do segmentation because nobody wants to advertise their campaigns to a faceless crowd so basically all of the businesses tried to show their advertisements or represent the sales executed to the potential buyers right so only then there is a chance of closing the deal now to explain this to you in simple words now for example assume that you own a car dealership with any company like hyundai toyota or honda now you tell your sales executive to present the offers to different audiences now if your sales executive goes and presents the offers of a car to a small kid or a graduate who is still studying and he presents the entire idea to him it's totally going to be a waste of time because the graduate is still in his study years and he doesn't have any potential amount of money to buy the car and that's where crm actually helps in better segmenting the customers so basically in a crm they provide you the details of the customers the basically the age what if he's into uh if he's having a proper salary if what position is the person in a company so this actually provides your sales executive the information or the amount of information that would actually help him pitch in these sales uh for that customer right so for example if the crm actually provides customer details that lives in a hilly terrain so he basically goes to that customer and gives advertisements on the kinds of models of car that have good uh land killers and kind of like for example the mahindra these kinds of the cars are specifically designed for hilly mountain terrains right so he could actually tailor made the sales pitch for those customers now if he is if a customer is into his retirement age so he will be actually providing him a tailor-made sales pitch regarding a car this would actually be really helpful after his retirement for that's kind of a one-time investment now if he's into his earlier age of the job he's just got into a job he will be providing he offers that this car has an emi and he could pay it in a few few installments within two years so these are the tailor-made kinds of sales pitch that would actually help a sales and marketing team to close a deal so that's why crm provides these many benefits to the sales and marketing team by segmenting their customers now coming to the third point that is better customer retention now when crm becomes a very powerful tool when it comes to making the existing customers more happy and satisfied because crm comes up with the following benefits that promises you to remind the customers having the potential appointments or any follow-up emails that you have to send to your existing customer for example if it's related to a car it may be your first service or your forthcoming services that you will have to take up you will have to send emails to your customers that your vehicle is due for the servicing right so these kinds of follow-up emails that is what customer relationship management actually reminds you of so this makes the customers also happy and helps you in making your customers happy by creating a happy community so another thing is that this makes your customer feel in inside a community that takes care of the customers right so that makes the brand value more and it becomes more easier to sell any other more commodities or any other product to the same customer because it's six to seven times cheaper and easier to get the existing customers than to get a new prospect right so that's how crm plays a very important role or very crucial role when you come to customer retention coming to the next point that is better anticipation of needs now you feel more confident while telling a sales pitch to a person whose answer you already know so basically if you already anticipate the kinds of answers that you receive from your customer you are more confident while you give a sales pitch right so this is one of the most key components of a crm system is that you can help your sales rep actually sell more and sell faster because he has access to the customer interaction throughout the entire customer journey so when a sales rep has the details of the purchase history he can understand what kinds of deals were offered to them and he can understand the buying habits of the customer and also provide the same customer with new offers and new promotional offers at the right time so that's like shooting an arrow and hitting a bullseye right so this is how a better anticipation of the customers answers to their questions helps in providing better offers to the existing customers also crm provides in improving the customer service now crm system actually provides in just few clicks that whether your product is actually satisfying the customers needs so even if the customer had any issues with the product if we had contacted the customer service and if the customer or service officials were able to fulfill their needs you could just get all these details from the crm systems so this way you can actually improve your customer satisfaction and improve the brand quality so that's why crm is really helpful in providing better anticipation of needs and helping sales rep in closing the deal faster the last point that we are going to discuss in the benefits of crm we have better and speedier communication now if we had to take a small example from this fast-paced frenetic world i would like to take the example of whatsapp now you find your friend to be online and you send a text message saying hey hi and in the next very second he replies back to you that actually puts a smile on your face that he actually wants to speak to you right so that is the kind of satisfaction when you receive the text in the next very second the same way when you resonate it to some customer service when you buy a product from a company and if having any issue regarding to it you try to raise a ticket or you send an email to the company stating your problems but the email never gets a response back or when you try to call the customer service and the call never gets connected these are the kinds or the examples of time when you are facing poor customer service so crm actually helps you by providing already ready-made email templates which actually acknowledges the customers saying that your ticket or your email has been received or your issues have been received to the company and it will be resolved in four to six hours like these are the kinds of automatic follow-up emails that crm system actually provides the customer and this actually provides the customer a proper satisfaction that their issues or the problems with the products have been heard from the company side so this way crm provides a lot of benefits to businesses and it's a must for any business to be really very successful all right amazing guys so now i'm pretty much sure that you are clear with the benefits of crm and you have understood clearly what kinds of benefit does crm bring into a business now i am pretty much sure you are also keen to know what are the main components of crm and that's exactly what we are going to discuss here in this topic so let's begin with our first main component that is people management coming to the first point that is putting the appropriate people in the right place at the right time now assigning a job to a person it must be in ance to the skills and capabilities that person shows so basically if you assign a person or a few amount of people into a group in ance to their skills and capabilities you can expect a hundred percent effort from them because they are of coming from that background that skill and that capabilities so they will try to put in their 100 percent to get the task done properly right so job assigning should be done in ance to their skills and capabilities so that's the first point that is putting appropriate people in the right place at the right time now in the initial stages for a successful people strategy is implemented first and then it is followed by work for analysis so basically in the initial stages of the business when people are hired there is an amount of people strategy that is implemented first and then a workforce analysis is implemented like workforce analysis is analyzed so when the skills in the developments of the workforce are examined as part of the workforce analysis so basically what here they are saying is when people are assigned to their specific job roles they are analyzed the skills and the development of the work is analyzed so with regards to the workforce analysis that they receive their skills and capabilities are not into this domain they are shifted and change is implemented so that the work or the efficiency of these people can be increased so that's how people management is a very main component of customer relationship management so now coming to the second main component of crm and that we have here is lead management now lead management is basically keeping track of sales leads and their distribution so the benefits of lead management are reaped by the sales the call centers and the marketing industries so what kind of benefits are this is because the information all the lead management team is carrying is sent out to the sales team or the call centers or the different marketing industries for their business purposes right so a lead management uh consists of the all the activities like the market campaigns the customized form the mailing list and the other activities that all comes into the lead management so basically when we discussed the benefits the speedier communication where we were discussing about automated mails that are coming to the customers for the acknowledgement of the mail received by the company like uh there was a ticket that was raised and uh the the company sent there was an automated mail stating that uh your ticket or issue is being raised to the company side please wait for two three hours for their reply right so these are the kinds of activities that lead management actually uh takes up right so that the customers are actually happy now one more thing that lead management does is the study of purchase patterns or the patterns of the customer so basically they understand the purchasing habits of the customers and then create a report on it so that they could actually proceed or give these details to the sales and the call centers so as to make the sales pitch more simpler and smoother and this helps in the process of closing a deal more easier so that's what all comes into lead management and that's why lead management is one of the main component of crm so next up what we have here is salesforce automation now if you have to talk about salesforce automation it is considered as the most important component in crm because it is a software solution that includes forecasting tracking potential customers interacting with customers and processing sales now it also performs correct management activity management document management order management sales analysis and the product configuration so basically if i had to sum it up sfa as one it can be called as a small sales team so basically this small sales team takes care of the activity takes care of the document takes care of the order management basically it helps you in increasing your productivity decrease the time in your sales provides information about your interacting customers stores and collects data and helps in increasing the process of sales so it's a small sales team in in itself acting as a software tool that helps the sales team to improve their efficiency in the automation of these sales so that's why sales for automation a software solution is a very important component of crm now moving ahead with the next component of crm we have customer service now customer service is also an important part of crm because it focuses on the comparing consumer data or customer data and gaining knowledge about their buying habits now as customer service involves in comparing the customer data and understanding the purchase patterns or buying patterns of the customer the business is going to have an upper edge on the customers regarding their purchases or the interested products they are into so that they could push in new offers on to that product so that these potential customers can buy it right now crm also makes this data available to all any department that requires it now when this data is available to the departments of the business it is going to help the sales the marketing and the personal departments in understanding the customer better now if you are able to understand the customers better you would be able to solve their issues more clearly right so this way the customer retention also increases so this way even the customer loyalty towards the company or the brand also increases and that's why customer service is a very important part of crm so the next main component of crm that we're going to discuss here is marketing now marketing when you consider in a general business also a very important function and also when you're talking about and crm it is also considered as the main component in a crm system so marketing mostly refers to the various promotional actions the promotional activities that go into promoting a product right only in unless and until you have a promotional activity of a product that has been invented only then the people will come to know about this product and will actually think about using it right so the marketing could be directed towards a whole public that is through television is a big audience of public or basically into a specific demographic through so many marketing new terms of marketing like social media marketing so there are different methods of marketing that can be used now how crm and marketing dwells or mixes together is by improving the marketing effectiveness by analyzing the possible targeted clients now when crm actually provides you the purchase history the buying patterns and you get a lot of data from the crm system right so now the marketing can benefit out of this by only showing the potential customers what the kind of uh products they are interested in and target those audience who are having more potential than getting lead from a new prospect right so while we are showing these products to the potential customers who are more interested into this product the chances of converting or closing the deal as of like by making the customer buy that product is going to increase so the chances are going to increase when crm and marketing mix together and complete a sale right so that's why marketing is considered also as one of the main components in crm so now coming to the next component that is workflow automation now workflow automation is considered to be as one of the productive tools in customer relationship management now the workflow process primarily entails the simplification of the processes which ultimately cause aids in the cost reduction now the workflow automation saves time energy by eliminating the need for several individuals perform the same task again and again over and over now basically the workflow automation is based on the designing and mapping and also providing a process or the flow diagram of the tasks that is need to be done in the business and assigning the right person to the right time and avoiding the duplication of work so this way there's a lot of time that is getting saved and also the the duplication of work doesn't happen now coming to the point that it also reduces paperwork means that the workflow automation is a digital tool wherein the companies actually draw the process flow diagram or the workflow automation through which the all the employees in the business or the company can look into and track the uh tasks that is assigned to them so with this the lot of paperwork is also getting reduced and everyone can also look into the process flow diagram and understand with the help of this digital tool so this way it also reduces the amount of paper and the technical whiteboard pattern of describing any tasks or assigning any tasks so this is a very new technology of digital technology or a digital tool that is actually helping to assign tasks to employees and helping them increase the productivity and efficiency of the company's output right so that's why workflow automation is one of the important components in crm so now while we are talking about the main components of crm business reporting is definitely going to be in the picture now to determine the company's specific condition at any given point of time business reporting is very very essential business reporting provides the benefit of rapid access to information at any given point of time now it ensures the accuracy of data and the crm feature aids in exporting the reports to various platforms and the comparison of the old or the past historic data so basically with the help of the business reporting you can actually understand the specific condition of the financial stability of your company or the business you could actually compare the performance of your business with respect to historic data whether it's performing well or whether it's degrading so this is a self-check for the businesses that is whether the company has to improve upon it pertaining processes or will they have to maintain this or will they have to completely stop this process and come on with the new idea of the new process of operations so that's why business reporting is very essential as a self check for business and also as a main component of crm so now coming to the last component of crm we have analytics now analytics basically means study of the research so the information that is obtained from the data is you utilize to study the market trends so the historical and the current data that helps in producing the charts and diagrams allowing for more comprehensive trend analysis now these stand analysis is what which is helping to forecast the company's situations in at any given point of time and that's why analytics is playing a very pivotal or very important role in crm because these trend analysis or the analytics or the analysis that is being used to predict the company's future is going to help the business in developing or staying out from debt or losses so this is why analytics is a very important part or a main component of crm with that i believe that you guys have understood all these components that were discussed in crm and why is it so important and why is it considered as the main components in crm all right superb guys so now that we have discussed the benefits of crm what kinds of benefits do we receive if we implement crm into our businesses we have discussed the main components of crm and now we are going to move ahead and discuss the crm process now the crm process is in a flow and the first step in the crm process is basically identifying the target market and value proposition now while you have to talk about identifying the target market it is basically divided into different parameters right it is based on the psychographics the demographics which includes the age sex religion the customer habits the perception of people in that area so these are the kinds of parameters that would actually help in identifying the target market now if you had to talk about the value proposition so basically value proposition is the promise that is made by the company from there and towards their products that the customers buy so basically the company is trying to convince the customers that their products or services will bring in more value than to the other set of competitive products or services in the market so basically this is the first step that is identifying target market and value proposition in the process of crm so now coming to the second floor or the second step in the crm process this step is into defining the overall crm strategy now a crm strategy would be based on the customer service that is getting provided by the business now this decision is also into by relating it to the relationship management that the business is going to offer the customers right so keeping all this mind there is also another factor that comes into while deciding the strategy that is the cost so there are three factors that are going to be uh playing a major role that is the amount of money that the business is going to spend on the strategy and also considering the satisfaction of the customer the overall crm strategy is going to be designed so that is the second step of crm process after the uh identification of target market and the value proposition the third step in the crm process we have deciding on customer handling now when we have to talk about customer handling there is a priority basis now if there is already an existing customer and he's also interested in other different products the priority to that customer is the most highest because he's already interested into the products of the company and he's already interested the company with the types of good they provide right so the priority must be given to the already existing customer must be the most highest now coming to a customer who is an email subscriber so basically he subscribes to the emails that is getting received from the company so he must be the second most preferred customer on the priority list now the third comes the people who are coming without any connection that is random from advertisements or any other ads they have look into so these are the people which are the most difficult to get converted into right so these are this comes into the third priority now discussing about the uh customer service so basically in the second while we were discussing about the overall strategy the customer services regarding these three different types of categories are discussed in the second step wherein we will be describing the overall strategies so these are the different ways the customer handling is decided so now coming to the next step or the fourth step in the process of crm we have selection of a software for the performance management now any organization whether big or small they have to the crm software in order to measure or in order to measure the performance of their strategy they have implemented now a crm software reduces the complexity of this process and it provides a definite solution now the best crm software also includes sas which ensures that there is no requirement of an in-house it team right so this makes the crm process more smoother okay so now coming to the last process that is re-engaging customers now re-engaging customers is basically reminding the customers about the business now customer engagement is complex and is a never-ending task the customers must always be re-engaged with the organization's products and services now re-engaging the customers is considered to be the utmost importance and is going to yield a very good result now in crm process the three most used strategy for customer engagement is by sending customer satisfaction surveys emails or social media so this is how the customer reengagement is done via crm process and that's how the flow of the crm process entirely comes into play so i hope you guys have believed the process of the flow that is first identifying the target market and value proposition then defining the overall strategy wherein different strategies is getting decided with respect to the considerable cost of the business and also the satisfaction of the customers then coming to the deciding customer handling based on the priority of the customer then we have the software selection which is of utmost importance which can reduce so much complexity of the process and then finally the re-engagement of the customer through the crm process mainly used one is the emails the social media and the customer satisfaction service all right guys so now moving ahead with the next topic that is what does customer relationship managers do now the first point is maintaining lucrative connections with key customers is essential now when you're talking about lucrative connection it's basically means profitable relationship with key customers because only when you have profits in your business and there is an inflow of money into your business only then your business survives so that's very essential for any businesses to run now coming to the second point that is oversee the consumer relations handled by your team now uh every team has to actually have a relationship with the consumer and you need to oversee whether the team is properly handling the customer or the consumer relationship and properly dealing with the problems that are being faced by the consumer now coming to the third point that is also backing up the second point that is quickly and effectively resolve the consumer's problem so now as a customer relationship manager you need to oversee on the things like whether when a customer is facing any problem with any product the dedicated team is able to resolve that issue to the customer and he also must understand whether the customer is satisfied with the resolution that the team has provided to him so he must be really quick and effective in resolving the consumer's problem and understand whether the consumer is more than satisfied with the team's approach towards his problem right now coming to the fourth point that is to enhance sales keep customers informed about new products so basically uh as a manager you need to understand that you you have to increase the sales of your business right so you always should uh promote these new products to the existing customers so there should be many uh different ways wherein the your existing customers can be informed about the new products that is getting launched into your businesses so this way the already existing customers are already interested in into your products so he must be more interested in the new products that the business is coming up with right now coming to the fifth point that is understanding and meeting the demands of key customers now there may be some customers who are actually frequent enough to buy products from your business so you need to keep a healthy relationship with these loyal customers because these are the customers who have been lawyer to your business and to your company for years and keeping their suggestions and key demands in mind you can actually build up into new products into your business and these good suggestions from the customers can actually build up uh into new products which can bring in more success into your business now coming to the sixth point that is to plan strategically and meet with the organization's manager now as a customer relationship manager strategic planning is something that you will have to do in an often basis right now you will have to meet with the organization's manager to discuss the various plans of how to entice the customers with the new product launches and how to uh discuss the key demands of the customers that they brought into you and you will have to discuss all these matters with the organization's manager to build up new business strategies and new business products and to launch these products into the market so you as a customer relation manager you must be having good strategic plans to deliver it to your organization's manager and then put all these new strategic plans into your business by providing new plans or new products into the market now coming to the last point that is know who your competitors are and adjust your approach ingly now in this competitive market you need to understand who the competitors are what kinds of products are they developing and what kinds of customers are they attracting right so you need to be always competitive and be neck to neck with their technologies or with their products with respect to the customers whom they are attracting and try to understand what is the best thing about their product and what are the things that can be implemented so that those customers is getting attracted to the same product that is coming from our business so you always have to understand your competitors you should have a competitive advantage over your competitors so as to bring in more customers into your business so these are the roles or the points or the responsibilities that a customer relationship managers will have to go through on a daily basis so now that you have learned a lot about the theoretical part of customer relationship management now let's understand some examples of crm now first one is apple's crm growth strategy now apple's customer relationship management plays a pivotal role in the growth strategy of apple as a company now throughout all apple's devices if you have used any apple's device you first will have to create an apple id now this apple id gives access to all the applications in apple for example the imessage icloud the app store the imusic the facetime etc now uh throughout all the apple city devices this is getting synchronized it saves music it saves the film preferences it provides recommendations based on what the user likes so for users it's very convenient and for apple as a company it uses this effortlessly as targeted marketing by showing them what the customer actually really wants and this is how apple crm is used as a growth strategy right now coming to the second example of crm that we have here is amazon crm growth strategy now amazon is considered to be one of the go-to online platforms for all your shopping needs you can get products ranging from fashion electronic goods grocery items and what more so basically uh when you have to buy something from amazon you will have to first create an amazon account uh which will actually help you in purchasing uh the products right so first you'll have to create the account now amazon as uh online platform basically tracks on your purchase history and understand all kinds of purchase patterns and buying habits of the customer now analyzing and understanding these buying patterns and buying habits of the customer he would actually tailor make the kinds of marketing campaigns and email campaigns to that particular customer so that's how amazon crm basically helps in growing that business now amazon also helps you to configure to buy things just in one click which actually uh helps customers in speedy checkout so this is something that um our customers actually prefer or appreciate from amazon which helps them to configure to buy things just in one click and they can move on to the checkout page and pay the money and uh the order is placed so this is how amazon's crm customer relations management system helps in growing their business all right amazing guys so if you have reached the summary part of the course kudos to you all now in this part we are just going to briefly discuss what are the topics that were discussed in this course entirely now to start off with we first discussed about what exactly is customer relationship management so here we basically discussed the definition of customer relationship management and then we discussed about the importance of customer relationship management in a business then next we moved on with the benefits of crm so basically here under this topic we discussed the different various benefits that crm actually provides into a business and we understood what how much effect does these benefits actually impact the business right then we moved ahead with the main components of crm wherein we discuss around seven to eight main components that plays a crucial role and is that's why called as the main component of crm then we finally moved ahead with the crm process wherein we discussed the process flow of a crm process step by step understanding each step what was the process that is happening and understanding what are the roles or that comes under the crm processes then we moved ahead with the topic wherein we discussed what are the roles of a customer relationship manager so basically we discussed the different kinds of roles that a customer relationship manager will be put into if he is working in a company as a manager so we basically discussed what happened what are the roles and responsibility that you will have to fill in his shoes if you were a customer relationship manager in a company then finally after all these theoretical explanation and understanding we understood the real time examples of the apple's crm growth strategy and amazon's crm growth strategy by which you might have gotten a small understanding or a good understanding of how crm is affecting businesses around the world now with that note we completed the entire course and also we have briefly discussed all the topics that were discussed in this course i hope you guys have enjoyed it along with me and uh i am edwin thomas and we'll be seeing you with the next one if you haven't subscribed to our channel yet i want to request you to hit the subscribe button and turn on the notification bell so that you don't miss out on any new update or video releases from great learning if you enjoyed this video show us some love and like this video knowledge increases by sharing so make sure you share this video with your friends and colleagues make sure to comment on the video for any query or suggestions and i will respond to your comments you