<ul><li>Overview of e-CRM  </li></ul><ul><li>What is e-CRM : enabling companies with a means to conduct </li></ul><ul><li>...
Information Technology enabled CRM Technologies Information Technology  enabled CRM  A Comprehensive  CRM Architecture  Th...
Data Mining Data Mining refers to the overall process of discovering potentially useful Data warehouse of the company Defi...
OLAP ( On-line Analytical  Processing )   OLAP systems permit user interaction through graphic or web interface and can pr...
e-CRM Modules <ul><li>High-end Campaign management(B2C)  </li></ul><ul><li>Web-driven campaign Execution(B2B) </li></ul><u...
Sales Force Automation Module Lead/account management  Contact management  Quote management  Marketing encyclopedia  Forec...
Customer Support and Service Module   Field service and  dispatch technicians  Internet based service  self-service via a ...
Sales Reporting and Analysis Module   Sales territories  Sales representatives  Products/volumes  Revenues  Competitor act...
Service and Support Performance  Reporting and Analysis Module   Service Analysis Complaint Inventory  Service Inventory S...
Marketing Reporting and  Analysis Automation   Module Marketing activity analysis Reach of the  advertisement message  how...
Top CRM Vendors   Siebel  : <ul><li>Offers 200 application modules  </li></ul><ul><li>High-end of the market  </li></ul><u...
Oracle (CRM 11i)   <ul><li>The marketing functionality supports online marketing, campaign  </li></ul><ul><li>planning and...
The Present CRM Market In India  :  1 st  chapter CRM thesis
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Chapter Iv Crm

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Chapter Iv Crm

  1. 1. <ul><li>Overview of e-CRM </li></ul><ul><li>What is e-CRM : enabling companies with a means to conduct </li></ul><ul><li>Interactive </li></ul><ul><li>Personalized </li></ul><ul><li>And relevant communications </li></ul><ul><li>With customers across both electronic and traditional channels </li></ul><ul><li>e-CRM vs CRM : </li></ul><ul><li>CRM – a business strategy for </li></ul><ul><li>Acquiring </li></ul><ul><li>Maintaining </li></ul><ul><li>The right customers over the long term </li></ul><ul><li>e-CRM – One of the channels for interacting with customers </li></ul><ul><li>Evolution of e-CRM : </li></ul><ul><li>Brick and Mortar approach of CRM was to be replaced due to boom in IT </li></ul><ul><li>And Internet during early 1990’s. Electronic label was imminent hence </li></ul><ul><li>e-CRM evolved for : </li></ul><ul><li>Optimizing the value of interactive relationship </li></ul><ul><li>Enable the business to extend its personalized reach </li></ul><ul><li>Co-ordinate marketing initiatives across all the customer channels </li></ul><ul><li>Leverage customer information for e-marketing </li></ul>
  2. 2. Information Technology enabled CRM Technologies Information Technology enabled CRM A Comprehensive CRM Architecture The Data Warehouse Contact systems, Operational Systems, Analytical systems Analysis and Profiling, Campaign Planning and Management, Customer Interaction, The Data Warehouse Customer segmentation, matching products to customer Profiles, demographics/ psychographics Data Marts Derived from the data warehouse and tailored to support specific analytical requirement of a given business unit or function One: Each data mart is meant for solving a business problem Two: data marts will always be smaller than the data warehouses Three: The operational cost of data marts is high and it is advisable not to go for a data mart unless it is warranted and essential.
  3. 3. Data Mining Data Mining refers to the overall process of discovering potentially useful Data warehouse of the company Define the Business situation problem and the goal to fulfill Resource finding :Data either online of offline from the source like ERP, SCM, Production, Sales, Marketing, Web etc Information Retrieval (IR) :data selection, modeling and filtering Knowledge Discovery patterns : spider the web efficiently for a specific issue Validation/Interpretation of the minded patterns Improved Prospecting, Better market segmentation, Increased Customer Loyalty, More successful cross selling and Up selling, Risk-management
  4. 4. OLAP ( On-line Analytical Processing ) OLAP systems permit user interaction through graphic or web interface and can provide the information sought by the user online, in a number of formats including graphics Relational Online Analytical Processing (ROLAP) where the data is stored in the relational tables and data is retrieved from data warehouse Multi Dimensional Online Analytical Processing (MOLAP) it organizes the data in the form of multidimensional tables
  5. 5. e-CRM Modules <ul><li>High-end Campaign management(B2C) </li></ul><ul><li>Web-driven campaign Execution(B2B) </li></ul><ul><li>Marketing-oriented analysis </li></ul>marketing collateral management Enterprises must be able to co-ordinate marketing communications across channels such as : sales force, telesales, tele-marketing, direct mail, fax, e-mail and Web; and prevent campaign overlaps or conflicts within channels. lead management campaign execution Marketing Automation Module
  6. 6. Sales Force Automation Module Lead/account management Contact management Quote management Marketing encyclopedia Forecasting Win/loss analysis Sales administration The following components of the sales process that organizations must analyses and re-engineer as part of every Sales force automation initiative: Lead generation and tracking, Field sales, Call center telephone sales, Third-party brokers, Distributors or agents, Retail E-commerce, Order management, Order fulfillment, Integration of marketing and customer service functions.
  7. 7. Customer Support and Service Module Field service and dispatch technicians Internet based service self-service via a Web site Call centers
  8. 8. Sales Reporting and Analysis Module Sales territories Sales representatives Products/volumes Revenues Competitor activity Dealer/wholesale dynamics Misc Information
  9. 9. Service and Support Performance Reporting and Analysis Module Service Analysis Complaint Inventory Service Inventory Service Rep’s/skill/knowledge Customer feedback
  10. 10. Marketing Reporting and Analysis Automation Module Marketing activity analysis Reach of the advertisement message how many have responded Leads generated Conversions Revenues ROI :Rupee spent on promo vs Revenues
  11. 11. Top CRM Vendors Siebel : <ul><li>Offers 200 application modules </li></ul><ul><li>High-end of the market </li></ul><ul><li>Modules :e-sales, configuration, partner </li></ul><ul><li>Relationship management, employee </li></ul><ul><li>Relationship management and more </li></ul><ul><li>Caters : 20 industries like Banking, Insurance, </li></ul><ul><li>Consumer durables, healthcare, energy, </li></ul><ul><li>automotive, ISP’s, telecom etc, </li></ul>SAP CRM <ul><li>Released in September 2001 </li></ul><ul><li>marketing suite includes support for both traditional campaign as well </li></ul><ul><li>as Internet based e-marketing. </li></ul><ul><li>The sales functionality covers both the sales process including </li></ul><ul><li>opportunity management, telesales, field sales as well as e-commerce </li></ul><ul><li>configuration. </li></ul><ul><li>Each of the major functional areas offers its own analytical application. </li></ul><ul><li>Positive: SAP’s CRM and ERP applications are highly integrated, offering </li></ul><ul><li>tremendous benefit to those companies already using SAP R/3 ERP. </li></ul><ul><li>The negative comes for enterprises not running R/3 on the back end. </li></ul><ul><li>Those companies will lose some CRM functionality that is dependent </li></ul><ul><li>upon linkages to SAP financial and order management applications. </li></ul><ul><li>Additionally, more than half of the CRM application is still written in </li></ul><ul><li>SAP’s proprietary language making integration worth non-sap system </li></ul><ul><li>more difficult and costly </li></ul>
  12. 12. Oracle (CRM 11i) <ul><li>The marketing functionality supports online marketing, campaign </li></ul><ul><li>planning and execution as well the trade management for B2B </li></ul><ul><li>partner marketing promotions. </li></ul><ul><li>the sales suite also includes support for partners, sales </li></ul><ul><li>compensation and collections. </li></ul><ul><li>The service suite includes typical call center and web-based </li></ul><ul><li>customer service as well as depot repair and mobile field service. </li></ul><ul><li>Contracts manages sales and service contracts as well as </li></ul><ul><li>project contracts. </li></ul><ul><li>The e-commerce suite includes iStore, iPayment and configuration. </li></ul><ul><li>The interaction center manages multi-channel customer interaction. </li></ul><ul><li>Each suite includes a business intelligence component. </li></ul><ul><li>large installed base of ERP applications customers </li></ul>Amdocs Clarify CRM PeopleSoft CRM J.D. Edwards CRM E.piphany CRM Optima (ExSellence) CRM Onyx Enterprise CRM Point Information Systems CRM Avaya
  13. 13. The Present CRM Market In India : 1 st chapter CRM thesis

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