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
Customer’s 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 CRM’s 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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