Consumer Management
Relationship
Made by-
Aesha Shah,138
Juhi Shah,141
Kruti Shah,144
Pranjal Shah,147
Sarjana Shah,150
Group no. 26
What is CRM software?
• Customer Relationship Management
• Business strategy - puts the customer at the heart of the
business
• Helps to manage customer interactions Faster
• Consolidates customer information for analysis and viewing
• Turns large amounts of data into useful Information
• Captures customer information and converts it to
actionable processes
Phases of CRM software:
The three phases in which CRM support the
relationship between a business and its
customers are to:
1.Acquire
2.Enhance
3.Retain
DETERMINENTS OF CRM SOFTWARE:
1. Trust
2. Value
3. Understand customer needs and problems.
4. Meet their commitments.
5. Provide superior after sales support.
6. Make sure that the customer is always told the truth (must be
honest).
7. Have a passionate interest in establishing and retaining a long-term
relationship.
Functions of CRM:-
1.Lead Capture
2.Prospect Tracking
3.Customer Tracking
4.Marketing Reporting
5.Service Tracking
Importance of CRM:-
1.Identification
2.Goals
3.Strategies
4.Implementation
5.Potential
Types of CRM:-
1.Operational CRM
2.Analytical CRM
3.Collaborative CRM
Operational CRM
• Operational CRM generally refers to services that
allow an organization to take care of their customers.
It provides support for various business processes,
which can include sales, marketing and service.
• Operational CRM automates sales, marketing and
service processes.
Analytical CRM
• Analytical customer relationship management may be
defined as a decision support system that is targeted to
helping senior executives, marketing, sales and customer
support personnel to better understand and capitalize upon
their customer needs, the company's interactions with the
customer, and the customer buying cycle.
• Analytical customer relationship management (CRM) is a
key aspect of a CRM business model, which is an enterprise-
wide approach used to optimize your customer's experience
and improve marketing efficiency.
COLLABORATIVE CRM
Collaborative CRM is an approach to customer
relationship management (CRM) in which the various
departments of a company, such as sales, technical
support, and marketing, share any information they
collect from interactions with customers.
Collaborative CRM includes:
•Providing efficient communication with customers
across a variety of communications channels.
•Providing online services to reduce customer service
costs.
•Providing access to customer information while
interacting with customers.
TYPES OF CRM SOFTWARES
CRM software, in general, consists of two types:
1.The conventional or locally hosted CRM software and
2.Web based or remotely hosted CRM software package.
The conventional or locally hosted package runs on a
client or server network.
The other type is the Web based or remotely hosted CRM
software that can be accessible online through secured
protocols.
ADVANTAGES OF CRM
SOFTWARE
• Increased revenue and profits
• Improved capture of sales leads
• Flexibility through scalability
• Improved customer service
• Increased cross-selling and up-selling opportunities
for existing customers
• Accessible decision-driving information
• Improved customer profiling and target marketing
DISADVANTAGES OF
CRM SOFTWARE
• Record Loss
• Overhead
• Training
List and brief introduction
of CRM vendors:-
• Amdocs: -
Amdocs is the leading industry expert and trusted advisor
that transforms service companies into customer centric
businesses and dynamic service providers.
• Entellium: -
Entellium is an early pioneer of hosted CRM solutions,
serving global brands. These global brands use Entellium
solutions to create more efficient, productive teams within
their sales, customer service and marketing departments.
• Epiphany: -
Epiphany provides CRM software solutions that
increase profitability at the largest consumer-oriented
companies by making every customer interaction
intelligent.
• Front Range solutions: -
Front Range Solutions is a leading international
provider of Service Management and CRM solutions
that have been used by more than 130,000 companies
and over 1.2 million users worldwide to automate and
manage IT projects and customer-facing initiatives.
• Maximizer software: -
Maximizer software Inc. is a leading
provider of proven and affordable customer
relationship management (CRM) and contact
management solutions that help small to
medium-sized enterprises improve sales,
streamline marketing, and enhance customer
service & support.
• Microsoft: -
Microsoft Business Solutions shorten sales
cycles and improve customer loyalty by
automating day-to-day tasks for sales,
customer service, field service, call center,
and marketing professionals.
• Net suite: -
NetSuite Founded in 1998, is the leading provider of
integrated business application software for small and
midsize businesses.
• Onyx: -
Onyx Software Corp., a global supplier of customer
relationship management (CRM) software that allows
organizations to increase sales, ensure customer loyalty,
decrease costs, and establish a sustainable competitive
advantage.
• Oracle: -
With Oracle CRM, company owns the single best tool for
customer success-accurate information.
• Pivotal: -
Pivotal Corporation is the only CRM Company that is 100
percent purpose-built to serve the demanding requirements
of mid-sized enterprises - a powerful, highly flexible
application platform, a complete set of CRM applications,
and low-cost, results-producing implementation services.
• Sugar CRM: -
Sugar CRM is the premier commercial open source
customer relationship management application provider,
breaking the rules set by conventional CRM solutions.
• Rightnow: -
RightNow Technologies, Inc., (NASDAQ: RNOW)
provides organizations with industry-leading on demand
CRM solutions to build customer-focused businesses.
• Salesforce: -
Salesforce.com is the market and technology leader in on-
demand customer relationship management (CRM).
• SalesLogix: -
SalesLogix is the leader in customer relationship
management for small to medium-sized businesses that
require flexible, easy-to-use solutions that help acquire,
retain and develop profitable relationships.
• SAP: -
MySAP Customer Relationship Management (mySAP
CRM) is the only CRM solution that connects your
employees, partners, processes, and technology in a closed-
loop customer interaction cycle.
• Siebel Systems: -
Siebel Systems is the world's leading provider of Customer
Relationship Management (CRM) software and a leading
provider of software applications for business intelligence
and customer data integration. Through its "CRM for
Everyone" strategy, Siebel provides CRM solutions for any
kind of organization, any type of user, and any budget.
