• In today's competitive environment, finding and keeping customers is
more critical than ever.
• It is also less costly to retain existing customers than it is to find new
• As a result, the concept of CRM has been developed as a strategic
process for businesses to approach customer relations
• CRM systems enable businesses to actively manage customer
relations in an organized and strategic manner.
• The general purpose of CRM is to enable organizations to better
manage their customers through the introduction of reliable systems,
processes and procedures.
• In practice that means developing a company's methodologies,
internal operations, software and Internet capabilities to be able to
better address customer needs and, as a result, make customer
relationships more profitable
Using a CRM system, a business can keep track of key
information such as,
4- Buying Histories & Preferences.
5- Matching Customers Needs With Products & services
• Companies can analyze the data to:
1- Identify their best customers
2- Enrich and individualize customer contact.
3- Manage marketing campaigns.
4- Reduce customer response times
5- Serve wider geographical regions
Customer relationship management is a corporate level strategy
which focuses on creating and maintaining lasting relationships with
• A successful CRM strategy cannot be implemented by simply
installing and integrating a software package and will not happen
Changes must occur at all levels including policies and processes.
All aspects of the business must be reshaped to be customer driven.
To be effective, the CRM process needs to be integrated end-to-end
A good CRM program needs to:
• Identify customer success factors
• Create a customer-based culture
• Adopt customer-based measures
• Develop an end to end Process to serve customers
• Recommend what questions to ask to help a customer solve a
• Recommend what to tell a customer with a complaint about a
• Track all aspects of selling to customers and prospects as well as
There are three parts of application architecture of CRM:
1- Operational - Automation to the basic business processes such
Marketing, Sales, Services.
2- Analytical - support to analyze customer behavior, implements
business intelligence alike technology.
3- Collaborative - Ensures the contact with customers such as
Email, Fax, web.
The operational part of CRM typically involves three general areas of
1- Sales Force Automation
SFA automates some of the company's critical sales and sales force
functions for e.g..
1- Account Management.
4- Sales Administration.
5- Keeping Tracks of Customer Preferences.
6- Buying Habits.
7- Performance Management.
2- Customer service and support (CSS)
CSS automates some
1- Service Requests.
3- Product Returns.
4- Information Requests.
3- Enterprise Marketing Automation
EMA provides information about the
1- Business Environment.
3- Industry Trends.
4- Macro environmental variables.
• In analytical CRM, data gathered within operational CRM and/or other
sources are analyzed to segment customers or to identify potential to
enhance client relationship .
Customer analysis typically can lead to targeted campaigns to increase
share of customer's wallet .
Analysis of Customer data may relate to one or more of the following
1- Campaign management and analysis
2- Contact channel optimization
3- Customer Segmentation
4- Customer Satisfaction Measurement
5- Sales Coverage Optimization
Collaborative CRM facilitates interactions with customers
Channels such as,
Supports co-ordination of employee teams and channels.
It is a solution that brings people, processes and data
together so companies can better serve and retain their
Collaborative CRM provides the following benefits:
• Enables efficient productive customer interactions across
all communications channels
• Enables web collaboration to reduce customer service
• Integrates call centers enabling multi-channel personal
• Integrates view of the customer while interaction at the
A good CRM Program can improve customer service by facilitating
communication in several ways:
• Provide product information, product use information, and technical
assistance on web sites that are accessible 24 hours a day, 7 days a
• Identify how each individual customer defines quality, and then design a
service strategy for each customer based on these individual
requirements and expectations.
• Provide a mechanism to track all points of contact between a customer
and the company, and do it in an integrated way so that all sources and
types of contact are included
Help to identify potential problems quickly, before they occur.
Provide a user-friendly mechanism for registering customer complaints
Provide a fast mechanism for handling problems and complaints
Provide a fast mechanism for correcting service deficiencies
Use internet cookies to track customer interests and personalize product
Use the Internet to engage in collaborative customization or real-time
Provide a fast mechanism for managing and scheduling maintenance,
repair, and on-going support .
CRM programs also are able to improve customer relationships :
• CRM technology can track customer interests, needs, and buying
• The technology can track customer product use as the product
progresses through its
• CRM software enables sales people to achieve this one on one
approach to selling
and can automate some elements of it via tailor able marketing
A CRM solution is characterized by the following functionality:
1- Scalability - the ability to be used on a large scale, and to be reliably
expanded to whatever scale is necessary.
2- Multiple Communication Channels:
The ability to interface with users via many different devices
(phone, WAP, internet, etc)
ork Flow :
The ability to trigger a process in the back office system, e. g. Email
The ability to assign requests (Service Requests, Sales
Opportunities) to a person or group.
The centralized storage (in a data warehouse) of all
information relevant to customer interaction
6- Customer Privacy:
considerations, e.g. Data encryption and the
destruction of records to ensure that they are not stolen or abused.
• It is possible for CRM software to run an entire business
• The CRM system allows a business to maintain all customer records in
one centralized location that is accessible to an entire organization
through password administration.
• Front office systems are set up to collect data from the customers for
processing into the data warehouse.
• The data warehouse is a back office system used to fulfill and support
• Back office CRM makes it possible for a company to follow sales, orders,
• Special regressions of this data can be very beneficial for the marketing
division of a firm/company
• You are better able to serve customers needs if you understand them
• If you give them the products they want, when they want them and
provide a good and consistent service they will continue to be your
• CRM gives the complete and rich view of the customer, enabling
tactical and strategic actions to be taken by sales, product
development and marketing to meet customer needs.
• CRM also enables consistent customer communication regardless of
channel, location, time