Consumer Management Relationship

Made by-Aesha Shah,138

Juhi Shah,141Kruti Shah,144

Pranjal Shah,147Sarjana 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 Capture2.Prospect Tracking3.Customer Tracking4.Marketing Reporting5.Service Tracking

Importance of CRM:-

1.Identification2.Goals3.Strategies4.Implementation5.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 CRMCollaborative 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 SOFTWARESCRM software, in general, consists of two types:

1.The conventional or locally hosted CRM software and2.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.