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Introduction to CRM

Introduction to CRM

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Published by Abhinav Arora
what crm is all about
what crm is all about

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Published by: Abhinav Arora on Feb 08, 2013
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PGDM – IB 2011 – 13 August 2012

What is CRM?
What benefits does it provide companies? Who are the main players?

siebel.com .com  Allows companies to coordinate their approach across channels. siebel. acquiring and maintaining customers.What is CRM?  An integrated approach to identifying. departments and also geographically.

com  1990s: CRM appears as a two-way communication device. ezinearticles.com  1980s: Database helped larger organizations rather then small who only got survey type info. ezinearticles. ezinearticles.History of CRM  1980s: Database marketing emerges.com . ezinearticles. high tech corporations and the telecommunications industry.com  1990s: CRM leads to programs such as frequent flyer miles and bonus points on credit cards.com  2000s: Used most frequently in financial services. ezinearticles.com  2000s: Internet has helped expand from stagnant database and allows off-site information storage. ezinearticles.

whatis. whatis... whatis.com  May contain information about their past purchases.com  Database: a collection of information that is organized in a way that allows it to be easily accessed. who is involved with the account and a summary of all conversations. .com  Provides enough detail so that the company can offer the client the product/service that matches their need the best.What it does.  Builds a database that describes the customers and the relationship they hold with the company.managed and updated.

com  Compare with other companies of equivalently the same size who have purchased the same CRM software and examine their results. Customization is very expensive.What to look for in CRM software.com .. ezinearticles.. ezinearticles.com  Be able to integrate smoothly and flawlessly. ezinearticles. goal (ie: customer service) is  Make sure the primary standard in the software.com  Make sure the program doesn't offer more then you need. ezinearticles.

loyal customers have more repeat business.com  Check this out.Benefits of CRM  Research has shown that companies that create satisfied. Siebel. Siebel.com  Which equals better financial performance.. → → → .. lower customeracquisition costs and stronger brand value.

com .Satisfied customers pay off… siebel.

Duncan. whatis..  Help marketing departments identify and target their best customers. whatis.com .. manage campaigns as well as discover qualified leads. whatis.com  Qualified Leads: prospects who seem most likely to buy because of some information known about them.CRM may. Tom  Improve sales and streamline existing processes. whatis.com  Form individualized relationships with customers.com  Give employees information needed to improve customer service and also to better understand customer needs.

. product use information and technical assistance. Wikipedia. Tracks all points of contact between a customer and the company. Wikipedia..org  CRM quickly manages the scheduling of follow-up sales calls to assess the satisfaction of customers and their repurchase probabilities (when and how much). Wikipedia.It also.org . Wikipedia.org Provides all employees with product specs.org Is a fast way to identify and handle potential problems.

 Identifying prospects and helps them become customers. Brillianceweb.com  Which = Customer Service!! .com  Closing sales more effectively and efficiently. Brillianceweb.CRM leads to. Brillianceweb.com  Allowing customers to perform business transactions quickly and easily. Brillianceweb...com  Providing better service and support following a sale.

com .com Darwinmag..  Up Selling: Upgrade existing products/services. Chonko..  Helps sales staff close deals faster.Customercenters more efficient.. Darwinmag.com  Allows companies to discover new customers. Service  Helps make call  Aids in cross and up selling products. Darwinmag.com  Simplifies marketing and sales processes.com  Cross Selling: Provide additional products/services. Darwinmag.. Darwinmag. Chonko.

analyze and organize data in order to develop relevant information. . CRM is just a more specific form of BI that concentrates strictly on customer’s behaviors and actions. for both past and future information.It even ties into BI… (Business Intelligence) CRM is closely related to business intelligence because both methods involve using technology to gather.

.com . siebel..See the results.

. internet etc. the data is flexible and won’t distort when adjusted.org  Multiple communication channels: the ability to interface with users via many different devices (phone.org .) Basically. WAP. you can get what you want. when you want wherever you are.Technical Functionality  Scalability: CRM may be used on a large scale while also being able to be reliably contracted/expanded to whatever scale is necessary. Wikipedia. Wikipedia. So.

Exact Software North America e-Synergy Where is Siebel?? 2020software. Maximizer Software Maximizer Enterprise CRM 8. SAP America Inc. Sage Software SalesLogix CRM 3. Pivotal CRM 7. Netsuite Inc. Parature Inc. NetSuite CRM+ 9.The Players11 CRM Manufactures Are: The Top Company Product name 1.com . Oncontact Software Oncontact V 10. Microsoft Microsoft Dynamics CRM 3. Parature 5. ADAPT Software Applications ADAPT crm 11. Entellium Entellium CRM 6. SAP Business One CRM 4.0 2. Pivotal corp.

#1 in CRM?.. maybe not! Siebel claims to be #1 in CRM software Siebel pre-Oracle… Siebel post-Oracle… Only the future can tell… ..

000 2.200 install 11.000 + install 2020software.000 + install 3. ADAPT crm $1.com . Microsoft Dynamics CRM 3.500 10. NetSuite CRM+ $2. Pivotal CRM ????? 7.250 + $3.000 to $100.500 install 8.000 9.000 install 4.500/ user + $1. SalesLogix CRM $6.The Price of Playing… Price Product name 1.000 to $1.000 to $50. Parature $5. Oncontact V $1. e-Synergy $5. Maximizer Enterprise CRM $499/ user +$7. Entellium CRM $50 to $60 per user / month 6. SAP Business One CRM $11.000 + install 5.0 $5.

com .000 companies worldwide. Microsoft. SAP Business One puts business users in charge. business management solution It provides a true and unified view of operations across customer relationship management. from Outlook employees can access Microsoft CRM sales. Saleslogix. up-to-the-minute information sapamerica.com  SAP America Inc. affordable.0 is a CRM system that fully integrates with Microsoft office.Award-winning SalesLogix is the customer relationship management solution that enables small to medium-sized businesses to acquire. market products.000 users at 7.SAP Business One is an integrated.com  Sage Software . solve problems and get strategic views of the business.A little about the companies…  » Microsoft – Microsoft’s Dynamics CRM 3. marketing and customer service modules to make sales decisions. arming you with the critical. Has more than 250. Simple to use yet powerful. For example. manufacturing and finance. retain and develop profitable customer relationships. .

Parature. Proven. Pivotalcrmsoftware. Maximizer. awardwinning and flexible enough to meet the needs of companies in any industry. .For over 10 years. powerful CRM that enables companies to implement customer-centric strategies that deliver a customer experience that sets them apart. Maximizer Enterprise CRM helps attract prospects. Combining award-winning usability.000 users.Pivotal specializes in delivering flexible.000. win new customers and increase repeat business – at an affordable price. Maximizer Enterprise has remained the chosen CRM solution for small to mid-sized businesses. security.com  » Maximizer Software . – Performance.com  Pivotal corp.com .And more…  Parature Inc. Parature applications have earned the trust of over 3. customization…this is the foundation of a Parature solution. integrated functionality and global capabilities.

.com  Oncontact Software . including account history and organizational hierarchy. .Oncontact V (ONCV). Entellium. uses the latest Microsoft ..com .A little more. NetSuite CRM+ provides a true 360 degree view of your customers and prospects. showing you all relevant customer data – including purchase history – and helping you manage interactions throughout the entire customer lifecycle. Netsuite. Unlike traditional CRM products.truly puts the "customer" in CRM.com  Netsuite Inc.NET platform to provide a detailed snapshot of the complete customer and prospect relationship.  » Entellium – Entellium CRM is completely web based. It is designed specifically for companies that want business CRM solutions that strike the right balance between the everyday needs of people on the front line and reporting requirements of management. Oncontact.

Exactamerica.com  » Exact Software North America – e – Synergy is a Web-based business management solution that enables customer management as a part of your entire business. online. Your clients.And then there were two…  ADAPT crm . sales and product support information is available immediately. employees and vendors are automatically associated to one another and to all relevant and mission-critical business transactions. use and customize. Your financial.com . business partners.Was designed to provide the full scope of features found in much more complex and expensive CRM products in a package that is easy to implement. Adaptcrm.

.Main Points to Take Home…  Know your customer!  CRM can lead to greater customer service → greater profitability!!  Remember that it is not enough to be nice to your customer – you must learn from them.

Available: http://guide. 19. (2006) About Entellium. 18. Lori.Sources 1. (2005) Oncontact V (ONCV). Available: http://www. Cowgill. (2006) Five Stpes to a Successful CRM Implementation. Inc. Available: http://ezinearticles.com/what-is-crm/solution. (2006) Comparing Top 11 CRM Software Solutions.darwinmag. (2004) ADAPTcrm. 24. 20. Available: http://www. 9. David.com/ McDonald. Inc. 21.aspx Oracle. 3. Inc. Casey. NY. Inc. 23. 22. Available: http://www. 4.adaptcrm. Ohio. entellium. Mason. (2006) Customer relationship management.shtm Parature.com/usa/solutions/sme/index.. Available: http://www. Available: http://www. Available: http://ezinearticles. (2005) Selling ASAP. 12.com/?CRM-Software&id=192832 Maximizer Software. South-Western Publ. 5.mspx NetSuite Inc. 13. Larry.com/portal/products/crm_plus/main.exactamerica.sapamerica.php3?cellid=306000001011 SAP.brillianceweb. ADAPT Software Applications.siebel. (2006) Proven.html Duncan. Available: http://www. (2006) E-synergy.com/Products/OncontactV.asp?tMethodID=5&tMethod=category .parature. (2006) Customer Relationship Management. (2006) SAP Solutions.. 6. (2006) Microsoft Dynamics CRM. Adaptable & Affordable CRM & Contact Management Software.com?technology?enterprise/crm/index.epx TechTarget.shtml ON! contact Software Corporation. Tom.oncontact. (2006) CRM Process Management. (2006) Pivotal CRM: A Trusted Market Leader. Available: http://www.. Available: http://www.netsuite. New York. Eli Jones and Carl Stevens.shtm Oracle. (2005) Principles of Advertising & IMC. (2006) What is CRM.com/what-is-crm/why-crm-important. 15. (2006) NetSuite CRM+. McGraq-Hill Irwin Publ.saleslogix. 8. 14.com/crm-processmanagement.entellium.. (2002) Customer Relationship Management. Available: http://www. Available: http://pivotalcrmsoftware. (2006) CRM Software.com/ Sage Software.com/software/display. Available: http://www.2020software.com/ Chonko.aspx Pivotal Corporation..com/dynamics/crm/default.com/betterwebdesign/tips_48.com/esynergy Gollan. Available: http://www. Available: http://www. (2006) The Siebel Solution. 11.com/home/index. 7.com/?Five-Steps-to-a-Successful-CRMImplementation&id=169315 CXO Media Inc. 16. Available: http://www.microsoft.html Exact Software North America. 2.aspx Microsoft Corporation. 10.com/about.siebel.maximizer. 25.. 17. Available: http://www.

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