PRESENTED BY:

Shubham Pandey(18BSP2037)
Sumit Kumar Gupta (18BSP3353)
Giriraj Bahety(18BSP2986)

SUBMITTED TO:-
Dr.Pradeep Sadarpatil
 Customer relationship management is an approach to manage a
company's interaction with current and potential customers

CRM helps in maximizing the value of every customer interaction and

leads to superior corporate performance

It mainly focus on customer-centric than product-centric view of

business

INTRODUCTION Main benefits

Enables faster and prompt response to customer enquiries

Increases business efficiency

Better understanding of customers

 Facts-

The reasons for Economic This led to The market got

decline in CRM slowdown in lower spending stabilized in
softwares 2002. on IT and CRM 2003 and by
initially are: software. 2004 started
growing again.

The CRM Growth Organizations Vendors gave

software reasons are:- started variety of CRM
market grew by investing more solution in terms
of pricing,
US $ 10 billion in Customer features and
from the year facing delivery model
2004 (US $ 32.3 solutions. based on needs of
billion) to year organizations.
2008 (US $ 43.3
billion).
 CRM Growth Factors

• Small and medium size business adopted CRM software

and large enterprises upgraded their CRM software.
• The other sectors which adopted the CRM software
solutions are retailers, consumer goods manufacturers
and the technology firms.
• Growth in financial and telecommunication sector.
• Increased spending on Customer Facing Systems:
Helps to acquire and retain profitable customers,
understand the customers better, and support sales,
marketing and customer service.
• Increase in On-demand CRM implementations: -
mostly implemented by small and medium sized
companies that requires standard CRM. Also they are
much cheaper than On-Site CRM which are complex and
requires more expenditure and are licensed.
 Mobile CRM

• Technology has made it easy to complete most of the work with

handheld smartphones and tablets. Customer relationship management
is the key to enterprise success.
• CRM dynamics involves capturing data about the customer, their
dealings with the company, and other details.
• The company then uses this information to create a database, which
can be used to track client relationships with the enterprise.
• As everyone has become more accustomed to the use of smartphones
and tablets, MOBILE CRM is picking pace in the industry.
• Due to the credibility that mobile CRM offers, it has become a necessity
rather than just an option for the companies today.
 •Add value to sales process by providing sales force
accurate and timely information about the customer.

• It brings transparency to the organization and efficient

BENEFITS OF transmission of information.

MOBILE CRM •To achieve high degree of customer satisfaction.

• It also helps to increase the revenue of the company.

 1. Siebel system
• Product offered
Siebel Mobile sales : enables company to improve
sales productivity, responds immediately to customer
inquiry through interactive voice technology.
Major players Siebel field service: enables organizations to enhance
offering Mobile customer service ,productivity and revenue through
multi channel mobile and wireless connectivity.
CRM solution 2. SAP AG
Core business of developing and licensing business
software solutions
Catering to every aspect of client business operation
through my Sap all in one partner solution
 product Description
SAP mobile Help field technician to access time sheet and
Mobile time and travel travel management functionality while they
are in field
CRM SAP mobile Allows field service workers to view and
service confirm every step of their service
products management process.

from SAP SAP mobile

Asset
To allow mobile workers to perform their daily
activities related to plant maintence and
management customer services
 Product Description
Offline Edition It provides the sales and customer
information to mobile workforce via
sales force.com interface
Continue… Offline PDA It allows mobile workforce to read
edition modify and enter customer data from
location
App exchange It helps the mobile team to keep in
mobile touch with the latest data
Challenges in growth of mobile
crm
• CRM Software were only compatible with
Expensive Mobile Device.

• Issues Related to Network connectivity outside the

enterprises

• Security of data from mobile CRM.

 • Increased IT spending to bridge a gap
between customer and organization.

• Connect field agents and field sales with

Conclusion organization and up to date with
company.

• Add Value to business process and

provide competitive advantages.