1. THE USE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN MANUFACTURING INDUSTRY Tee Sook Sing

2. WHAT IS CRM? Customer Relationship Management (CRM) is a strategy for managing all your company's relationships and interactions with your customers and potential customers. More commonly, when people talk about CRM they are usually referring to a CRM System, a tool which helps with contact management, sales management, workflow processes, productivity and more. Customer Relationship Management enables you to focus on your organisation’s relationships with individual people – whether those are customers, service users, colleagues or suppliers.

3. WHY CRM IS IMPORTANT? Using a CRM system can give you a clear overview of your customers. You can see everything in one place — a simple, customisable dashboard that can tell you a customer's previous history with you, the status of their orders, any outstanding customer service issues, and more. Identify and categorise leads Increase referrals from existing customers Improve products and services

4. CRM & THE CLOUD COMPUTING REVOLUTION most significant recent development in CRM systems has been the move to cloud computing. Freed from the need to install software on hundreds or thousands of desktop PCs and mobile devices, organisations worldwide are discovering the benefits of moving data, software and services into a secure online environment.cloud computing

5. WHY CRM IN MANUFACTURING? Accurate Demand Forecasting Improve Product Quality Intelligent Supply Chain Enrich Customer Relationships Win More Business

6. EXAMPLE OF CRM IN MANUFACTURING?