CUSTOMER RELATIONSHIP

MANAGEMENT
 CRM - IT

CRM domains:
1.Technological
2.Non-technological domains.

CRM-IT are primarily used in

marketing,sales and customer
service.

CRM software would help to

increase the revenue.
CRM Architecture
 Benefits of CRM-IT

1. Faster- reduces time spent

2. Shared or distributed data- Data about the

customer
3.Predicting Business - Find potential
customers

4.More new customers

5.Better Customer Service

6.Higher Customer Satisfaction

7.Better Customer Retention

8.Automated Invoicing/Billing etc

9.Tighter Marketing and Sales Integration

- to analyze ROI

10.Cost reduction

11.Increases revenue.
Types of CRM solutions
1. Web based-These are outsourced solutions-
cloud computing
2. Non-Web Based/Software

Types of Softwares

1.Off-the-shelf solutions:Softwares which are

cheaper , not much tailored to suit business
needs.

2.Bespoke software:Softwares which are tailored,

more expensive,more time to implement, suitable
for big companies.

4.Managed solutions-A half-way house between

bespoke and outsourced solutions, renting a
customised suite of CRM applications as a
bespoke package.
How CRM works?
Some other features:

1.Privacy and data security system:

Some clients prefer assurances that their data
will not be shared with third parties without their
prior consent and that safeguards are in place to
prevent illegal access by third parties.

2.Mobile CRM
How CRM is used in ATMs
other real time example for crm
CRM Implementation:
Stage 1 - Collecting information-About the customers
Stage 2 - Storing information - In a common data baseStage 3 -
Accessing information-Assesing information in the most useful
format,setting privacy etc.Stage 4 - Analysing customer behaviour-
Using tools to analyse and setting sales strategies.Stage 5 -
Marketing more effectively-Understanding customers' needs,
desires, reward and target your most valuable customers.Stage 6 -
Enhancing the customer experience-Customer's problems can be
identified and resolved quickly,so staff will have more time for other
customers.
CRM Tools and their Market Share

Vendor 2008 Revenue[ 2008 Share

MILLIONS OF USD]

SAP 2055 22.5

ORACLE 1475 16.1

SALESFORCE.COM 965 10.6

MICROSOFT 581 6.4

AMDOCS 451 4.9

OTHERS 3620 39.6

TOTAL 9147 100

Some Success Stories of SAP CRM

1. IDS Sheer in Czech Republic: They were able to

increase success rate in sales acquisition by 50%.
Administrative costs was reduced by 15%

2. PWN Netherlands: Saves 35 million Euros every year.

3. Lemforder International, Germany:

Shorter transaction routes reduced their costs by 25%
Conclusion:

-CRM requires cultural change in the

companies.
- But benefits the company in the long
run.
 http://articles.sitepoint.
com/article/technology-alone-
not-answer