Prepared and presented by,

N. Ganesha Pandian,

Assistant professor,

Madurai School of management.

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what is e CRM?

The e-CRM or electronic customer relationship management

encompasses all the CRM functions with the use of the net

environment i.e., intranet, extranet and internet. Electronic CRM

concerns all forms of managing relationships with customers

making use of information technology (IT). e-CRM is enterprises

using IT to integrate internal organization resources and external

"marketing" strategies to understand and fulfill their customers

needs. Comparing with traditional CRM, the integrated

information for e-CRM intra organizational collaboration can be

more efficient to communicate with customers.

Customer contacts

System interface

System overhead (client computers)

Customization and personalization of

information

System focus

System maintenance and modification

Operational

Analytical

Collaborative

In order to implement CRM in an effective way, one needs to

consider the following factors:

Create a customer-focused culture in the organization.

Adopt customer-based managers to assess satisfaction.

Develop an end-to-end process to serve customers.

Recommend questions to be asked to help a customer

solve a problem.

Track all aspects of selling to customers, as well as

prospects.

Today, more and more enterprise CRM

systems move to cloud solution , "up from 8

percent of the CRM market in 2005 to 20

percent of the market in 2008, according to

Gartner".

Foundational services:

Customer-centered services:

Value-added services:

Steps to e CRM Success

Developing customer-centric strategies

Redesigning workflow management systems

Re-engineering work processes

Supporting with the right technologies

There are three main reasons that mobile CRM is becoming so

popular.

The first is that the devices consumers use are improving in

multiple ways that allow for this advancement.

Displays are larger and clearer and access times on networks are

improving overall.

Secondly, the users are also becoming more sophisticated. The

technology to them is nothing new so it is easy to adapt.

Lastly, the software being developed for these applications has

become worthwhile and useful to end users.

There are four basic steps that a company

should follow to implement a mobile CRM

system

Step 1 - Needs analysis phase

Step 2 – Mobile design phase

Step 3 – Mobile application testing phase

Step 4 – Rollout phase

The mobile channel creates a more personal direct

connection with customers.

It is continuously active and allows necessary

individuals to take action quickly using the

information.

Typically it is an opt-in only channel which allows for

high and quality responsiveness.

Overall it supports loyalty between the customer and

company, which improves and strengthens

relationships.

What is Data warehousing?

A data warehouse is the concept of data

extracted from operational systems and

made available as historical snapshots for ad-

hoc queries and scheduled reporting

Dimensional data model

Slowly Changing Dimension

Conceptual Data Model:

Logical Data Model

Physical Data Model

Conceptual, Logical, and Physical Data Model:

Data Integrity

– Parallel relational database designs that require a parallel

computing platform

– An innovative approach to speed up a traditional RDBMS by

using new index structures to bypass relational table scans

– Multidimensional database (MDDBs) that are based on

proprietary database technology or implemented using already

familiar RDBMS. Multidimensional

database are designed to overcome any limitations placed on the

warehouse by the nature of the relational data model

A Data Warehouse Delivers Enhanced Business

Intelligence

A Data Warehouse Saves Time

A Data Warehouse Enhances Data Quality and

Consistency

A Data Warehouse Provides Historical

Intelligence

A Data Warehouse Generates a High ROI

Decision makers don't access the Data

Warehouse directly. This is done through

various front-end Data Warehouse Tools that

read data from subject specific Data Marts.

The Data Warehouse can be either

"relational" or "dimensional". This depends on

how the business intends to use the

information.

What is Data mining?

Data mining or knowledge discovery, is the

computer-assisted process of digging through

and analyzing enormous sets of data and

then extracting the meaning of the data.

Data mining tools predict behaviors and

future trends, allowing businesses to make

proactive, knowledge-driven decisions.

Market segmentation

Customer churn

Fraud detection

Direct marketing

Interactive marketing

market basket analysis

Trend analysis

Data mining technology is not only the simple

retrieval, query and transfer faced to special

database, it also should do microcosmic and

macroscopically statistics, analysis, synthesis

and reasoning to guide the solving of

practical problems

It refers to analyzing the consuming behavior

of certain customer group combining

customer information. And according to

different consuming behaviors changes,

individuation marketing strategies will be

established and the emphasis customer or

the customer with the trend of loss will be

selected.

Customer structure analysis

Sales analysis and sales forecast

Creation of strong marketing databases

Data analysis

Identify correct model

The world's most complete customer relationship management (CRM). From sales

force automation to socially-enabled business intelligence, Oracle offers the

broadest and deepest portfolio of CRM solutions that address all customer touch-

points and provide rich functionality to support the specific business needs for

organizations of every size to deliver a superior customer experience.

Industry focus—Over 20 industry tailored solutions

Insight—Embedded real-time business intelligence

Innovation—Industry recognized leader in CRM

Integration—End-to-end business processes

Infrastructure—Broadest choice of deployment options

Get smarter—with contextual intelligence, real-time

and historic analytics, and adaptive business

planning.

Get more productive—with integrated sales and

marketing in the cloud, Outlook/mobile integration

and industry specific solutions.

Get the best value, period—with a lower total cost

of ownership, enterprise grade security and your

choice of multi-tenancy or single-tenancy options.

SAP's CRM solution includes several modules that support key functional areas including:

SAP CRM Sales

SAP CRM Marketing

SAP CRM Service

SAP CRM Analytics

SAP CRM Interaction Center

SAP CRM Web Channel (which includes E-Commerce, E-Marketing and E-Service)

SAP CRM Partner Channel Management

SAP CRM Web Client UI

SAP CRM Investigative Case Management (ICM)

SAP CRM Social Service

SAP CRM Loyalty Management (LM)

SAP CRM Real Time Offer Management (RTOM)

SAP CRM Mobile Solutions

SAP CRM Trade Promotion Management (TPM)