The Basics Of CRM

A brief introduction to Customer Relationship Management

What is CRM ?
CRM (Customer Relationship Management) are the concepts used by organizations to manage their relationships with customers. This includes Capturing Leads Storage and analysis of the customers, vendors and partners Internal information (organizational)

CRM Ecosystem
Coined in by META group CRM has 3 aspects
Operational Collaborative Analytical

Operational Aspect
Operational aspect of CRM is automation to Customers processes including front office sales / service and marketing representative. Any customer interaction is recorded by CRM, so that any one can retrieve the customer information at anytime without having to interfere about interaction history

Collaborative Aspect
Direct interaction with customers without interference of sales representative. Cost reduction and better customer services through automated voice response, email feedbacks, SMS, IVR etc.

Analytical Aspect
Analysis of Customer Data for purposes like optimizing marketing effectiveness, customer retention, behavioral analysis, decision making

Key Features of CRM

A Typical CRM consists of 3 Sub Modules: Marketing Sales Services

Key Features of CRM

A Typical CRM consists of 3 Sub Modules: Marketing, Sales And Services

Main Share in Market

According to Gartner a 2005 study shows earnings like
SAP 1475 million US$ Siebel 966 million US$ Oracle 368 million US$ Salesforce 281 million US$ amdocs 276 million US$ Others 2,333 million US$

CRM Now
With increasing popularity of Open Source vendors have started openly marketing CRM. Some Open source CRMs to note are:
Sugar CRM http://www.sugarcrm.com/crm/ XRMS http://xrms.sourceforge.net/pagebuilder.php?s1=18 Vtiger http://www.vtiger.com OpenCRX http://www.opencrx.org/

Top CRM Companies

Siebel, Amdocs, PeopleSoft, Oracle, SAP, EDS, Avaya, Baan, Aspect, E.piphany, Pivotal, Kana, eGain, Primus, Quintus, Trilogy, Motive, Brightware, Annuncio

At The End
Choosing the right CRM helps Client interaction and understanding efficient initiating process of better service and customer retention.

Thanks Amal Krishna Biswas

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