CRM - ITM

8/12/2019 CRM - ITM

http://slidepdf.com/reader/full/crm-itm 1/29

SUBMITTED TO:

MR.I. CHAKARPANI

ASST. PROF.

SUBMITTED BY:

GREESHMA. V

MFM

8/12/2019 CRM - ITM


What is CRM?

What benefits does it provide companies?

Who are the main players?

Seibel crm

Seibel features

8/12/2019 CRM - ITM


Customer Relationship Management (CRM) is: theintegration of sales, marketing, service and supportstrategy, process, people and technology tomaximize customer acquisition, value, relationships,

retention and loyalty.

8/12/2019 CRM - ITM


A Redesigning of your Business from the Outside In.

Customers, Data and Database at the Center of your

Organization (Customer-centricity).

A organization-wide single customer view.

A Foundation for “1to1 Marketing: Treating DifferentCustomers Differently” (Single Ticket Buyer vs.Subscriber)

A Means to Your Total Customer Development Ends.

8/12/2019 CRM - ITM


8/12/2019 CRM - ITM


Interactive Marketing Management

Customer Relationship Management

Customer Innovation Management

Customer Quality Management

Cause Marketing Management

Customer Experience Management

Customer Lifecycle Management

Customer Evangelism Management

Customer Actualization Management

8/12/2019 CRM - ITM


1980s: Database marketing emerges.

1980s: Database helped larger organizations rather thensmall who only got survey type info.

1990s: CRM appears as a two-way communication device.

1990s: CRM leads to programs such as frequent flyer milesand bonus points on credit cards.

2000s: Internet has helped expand from stagnant databaseand allows off-site information storage.

2000s: Used most frequently in financial services, high techcorporations and the telecommunications industry.

8/12/2019 CRM - ITM


Builds a database that describes thecustomers and the relationship they holdwith the company.

Database: a collection of information that is

organized in a way that allows it to be easilyaccessed, managed and updated.

Provides enough detail so that the companycan offer the client the product/service that

matches their need the best. May contain information about their past

purchases, who is involved with the accountand a summary of all conversations.

8/12/2019 CRM - ITM


Make sure the primary goal (ie: customer service) is standard

in the software. Customization is very expensive.

Be able to integrate smoothly and flawlessly.

Make sure the program doesn't offer more then you need.

Compare with other companies of equivalently the same sizewho have purchased the same CRM software and examine

their results.

8/12/2019 CRM - ITM


Research has shown that companies that create satisfied, loyalcustomers have more repeat business, lower customer-acquisitioncosts and stronger brand value.

Which equals better financial performance.

8/12/2019 CRM - ITM


8/12/2019 CRM - ITM


Help marketing departments identify and target their bestcustomers, manage campaigns as well as discover qualifiedleads.

Qualified Leads: prospects who seem most likely to buy because of someinformation known about them. Duncan, Tom

Improve sales and streamline existing processes.

Form individualized relationships with customers. Give employees information needed to improve customer

service and also to better understand customer needs.

8/12/2019 CRM - ITM


Is a fast way to identify and handle potential problems.

Tracks all points of contact between a customer and thecompany.

Provides all employees with product specs, product useinformation and technical assistance.

CRM quickly manages the scheduling of follow-up sales callsto assess the satisfaction of customers and their repurchase

probabilities (when and how much).

8/12/2019 CRM - ITM


Identifying prospects and helps them become customers. Brillianceweb.com

Closing sales more effectively and efficiently. Brillianceweb.com

Allowing customers to perform business transactions quickly

and easily. Brillianceweb.com

Providing better service and support following a sale. Brillianceweb.com

Which = Customer Service!!

8/12/2019 CRM - ITM


Helps make call centers more efficient.

Aids in cross and up selling products.

Cross Selling: Provide additional products/services. Up Selling: Upgrade existing products/services.

Helps sales staff close deals faster.

Simplifies marketing and sales processes.

Allows companies to discover new customers.

8/12/2019 CRM - ITM


CRM is closely related to business intelligence

because both methods involve using

technology to gather, analyze and organizedata in order to develop relevant information.

CRM is just a more specific form of BI that

concentrates strictly on customer’s behaviorsand actions, for both past and future

information.

8/12/2019 CRM - ITM


8/12/2019 CRM - ITM


Scalability: CRM may be used on a large scale while alsobeing able to be reliably contracted/expanded to whateverscale is necessary. So.. the data is flexible and won’t distort

when adjusted. Wikipedia.org

Multiple communication channels: the ability to interface

with users via many different devices (phone, WAP, internetetc.) Basically, you can get what you want, when you want

wherever you are. Wikipedia.org

8/12/2019 CRM - ITM


Product name Price1. Microsoft Dynamics CRM 3.0 $5,000 to $50,0002. SalesLogix CRM $6,000 + install3. SAP Business One CRM $11,250 + $3,000 install

4. Parature $5,000 + install5. Entellium CRM $50 to $60 per user / month6. Pivotal CRM ?????7. Maximizer Enterprise CRM $499/ user +$7,500 install8. NetSuite CRM+ $2,000 to $100,0009. Oncontact V $1,000 to $1,50010. ADAPT crm $1,500/ user + $1,200 install11. e-Synergy $5,000 + install

2020software.com

8/12/2019 CRM - ITM


Siebel Implementation (2000 – Today)

2000 2001 2002 2003

ibm.com Contact Centers

Service and Support

Business Partners

Field Sales

Marketing

20042000 2001 2002 2003


Service and Support

Business Partners

Field Sales

Marketing

20042000 2001 2002 2003


Service and Support

Business Partners

Field Sales

Marketing

2004

The modules of Siebel CRM software that IBM has implemented and is planning

to implement are Sales, Call Center, Marketing, Field Service, Service,

e-Channel, e-Marketing, e-Service, and General e-Business

8/12/2019 CRM - ITM


Siebel Customer Relationship Management

Sales Call Center

FieldService

eCommercePartner

eBillingMarketing

eSupport

CustomerOrder Mgmt

Loyalty

Billing and RevenueManagement

Operational, Analytical, Social

Complete, Open,Integrated

Orderto Bill

Agent Assisted

BillingCare

BillingSelf Service

Order to Activate

MasterDataMgmt

Revenue Accounting

OrderManagement

EnterpriseManagement

ServiceManagement

Master DataManagement

• Common CRMPlatform acrosschannels

•

CommunicationsGrade• Convergent: N-Play,

Consumer &Business

• Modular channelapplications

• SOA services

• Prebuilt BSS/OSSIntegration

8/12/2019 CRM - ITM


Siebel CRM ON DEMAND:

Application is accessible through web service: It is rented by the vendor:

Licensed per user: Charges per month:

Neither need to install nor maintain the application: Database & Application server housed & managed by

the Vendor:

8/12/2019 CRM - ITM


Reports and Analytics:

Campaign Management:

Triangulated Sales

Forecasts:

Service Request Solutions:

8/12/2019 CRM - ITM


8/12/2019 CRM - ITM


Retail POS

Siebel

EBS

Order to Cash PIP

• Cash Settlement and Cash Drawer

• Application launch pad

• Store reporting

• Launched from POS

• Account Mgt and Order Capture

• Store inventory management

• Physical fulfillment

• Inventory replenishment

BSS/OSS

Stack

Order to Bill PIP

• Provisioning

• Billing

Retail Clerk

• Sales

• Returns/Exchanges

• Inventory Mgt

• Replenishment

• Transfers

Oracle provides the only comprehensive retail solution for Communications Oracle enables product managers to configure retail and other channels centrally

Productized integrations to back office

8/12/2019 CRM - ITM


Provide better customer service:

Achieve sales closes deals faster:

Increase customer revenues:

Cost Reduction Benefits:

8/12/2019 CRM - ITM


Strategic CRM focuses on shaping the interactions betweenthe firm and its customers in a way that facilitatesmaximizing the lifetime value of the customer to the firm

Business case for CRM determines whether an investmentin CRM meets its expectations by linking the delivery ofcustomer value with the creation of shareholder value, or

ROI

CRM strategy calls for a transformation in business process,organization, location and facilities, data flows, applicationarchitecture and technology infrastructure

8/12/2019 CRM - ITM


Know your customer!

CRM can lead to greater customer service → greater profitability!!

Remember that it is not enough to be nice to your customer – youmust learn from them.

8/12/2019 CRM - ITM


1. ADAPT Software Applications, Inc.. (2004) ADAPTcrm; Available: http://www.adaptcrm.com/ 2. Chonko, Larry, Eli Jones and Carl Stevens. (2005) Selling ASAP; South-Western Publ., Mason,

Ohio.3. Cowgill, David. (2006) Five Stpes to a Successful CRM Implementation. Available:

http://ezinearticles.com/?Five-Steps-to-a-Successful-CRM- 4. Implementation&id=169315 5. CXO Media Inc. (2006) Customer relationship management; Available:

http://guide.darwinmag.com?technology?enterprise/crm/index.html 6. Duncan, Tom. (2005) Principles of Advertising & IMC; McGraq-Hill Irwin Publ., New York, NY.7. entellium. (2006) About Entellium; Available: http://www.entellium.com/about.html 8. Exact Software North America. (2006) E-synergy; Available:

http://www.exactamerica.com/esynergy 9. Gollan, Casey. (2006) CRM Software; Available: http://ezinearticles.com/?CRM-

Software&id=192832 10. Maximizer Software, Inc. (2006) Proven, Adaptable & Affordable CRM & Contact Management

Software; Available: http://www.maximizer.com/ 11. McDonald, Lori. (2002) Customer Relationship Management; Available:

http://www.brillianceweb.com/betterwebdesign/tips_48.aspx 12. Microsoft Corporation. (2006) Microsoft Dynamics CRM; Available: 13. http://www.microsoft.com/dynamics/crm/default.mspx 14. NetSuite Inc.. (2006) NetSuite CRM+; Available: 15. http://www.netsuite.com/portal/products/crm_plus/main.shtml 16. ON! contact Software Corporation. (2005) Oncontact V (ONCV); Available:

http://www.oncontact.com/Products/OncontactV.aspx 17. Oracle. (2006) The Siebel Solution; Available: http://www.siebel.com/what-is-crm/solution.shtm 18. Oracle. (2006) What is CRM; Available: http://www.siebel.com/what-is-crm/why-crm-

important.shtm 19.

http://www.adaptcrm.com/

http://ezinearticles.com/?Five-Steps-to-a-Successful-CRM-

http://ezinearticles.com/?Five-Steps-to-a-Successful-CRM-Implementation&id=169315



http://guide.darwinmag.com/?technology?enterprise/crm/index.html


http://www.entellium.com/about.html


http://www.exactamerica.com/esynergy


http://ezinearticles.com/?CRM-Software&id=192832



http://www.maximizer.com/

http://www.brillianceweb.com/betterwebdesign/tips_48.aspx


http://www.microsoft.com/dynamics/crm/default.mspx



http://www.netsuite.com/portal/products/crm_plus/main.shtml



http://www.oncontact.com/Products/OncontactV.aspx

http://www.siebel.com/what-is-crm/solution.shtm


http://www.siebel.com/what-is-crm/why-crm-important.shtm



















http://www.oncontact.com/Products/OncontactV.aspx






http://www.maximizer.com/






















http://www.adaptcrm.com/

Documents

CRM - ITM