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CRM

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A PROJECT VERY APPRECIATED IN NMIMS

A PROJECT VERY APPRECIATED IN NMIMS

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  • Performs core Corporate activities and increases customer service augmenting Corporate Image Facilitates company-wide integrated information systems, covering all functional areas.
  • CRM is the function of building a long standing relationship with customers. Over the years, businesses have found it easier and cheaper to retain a certain customer as oppose to obtaining new ones. This idea of building strong healthy relationships with customers essentially increases a businesses profits by reducing the costs included in obtaining a new customer base.
  • -CRM is a combination of policies, processes, and strategies implemented by an organization to unify its customer interactions and provide a means to track customer information. CRM uses the collection of customer data, (such as demographics and income levels), to attract new customers, while forming stronger bonds with current customers. (THE COLLECTION PROCESS IS DONE VIA *SLIDES*)-CRM software system can only be effective and mature if a company has dedicated employees constantly updating the customer information database. Front office customer interactions are the first step to collecting customer information. Employees will input customer demographic info, the more detailed the better, into the CRM software system. Once a profile is created for a customer, all different sectors of a corporation can add information regarding future interactions with that particular customer onto that customers profile. -With the accumulation of information from different customers over time, companies can then begin to analyze their data in order to improve their customer service and define targeted markets for certain products, as previously mentioned.
  • Geography no longer an advantage; resources and processes only offer a short gain;
  • DocuShare Developers Network SupportCPX allows process management functions as well
  • MSP also known as Microsoft SharePoint Products and Technologies ; WSS =which is included with Windows Server and available as a free download for those with Windows Server licenses. BI that allow you to track key performance indicators and build BI dashboards into your team site. MySites= which are individual mini-sites that can be set up to show who in your company you’re connected to, what your tasks and skills are, your contact information, and more.
  • Customer complaints cut by 25%
  • Alignment with businessstrategy
  • Transcript

    • 1. Information Technology presentation<br />
    • 2. What is ERP?<br />ERP is a solution, which<br /><ul><li> Facilitates company-wide integrated Information systems, covering all functional areas.
    • 3. Performs core Corporate activities and increases customer service augmenting Corporate Image.</li></ul>Enterprise Resource Planning<br />
    • 4. Information Islands<br />http://www.open-source-erp-site.com<br />
    • 5. Why ERP?<br /> For Management – to know what is happening<br /> in the company<br /> To shun the geographical gaps<br /> To satisfy the customers with high expectations<br /> To be Competitive &amp; for survival<br />Enterprise Resource Planning<br />
    • 6.
    • 7. Customer Relationship Management<br />
    • 8.
    • 9. Customer Relationship Management<br />Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. <br />
    • 10. Why Need CRM<br />Every company do CRM – one way or other.<br />Few Facts : why need CRM<br />Not a single point of contact <br />Communication Gap<br />Getting a new customer cost 5 times then <br />retaining existing customer <br />1% increase in sale with existing customer <br />will boost profit by 17% while 3% in other case<br />
    • 11. Goals of CRM<br /> The idea behind CRM to gain insight into the behavior of customers and the values of those customers. If it works as hoped then business can :-<br />Provide better customer services<br />Make call center more efficient<br />Cross sell product more effectively<br />Helps sales staff close deals faster<br />Simplify marketing &amp; sales process<br />Discover new customers<br />Increase customer revenue<br />
    • 12. Types of CRM<br />Operational CRM which provides support to front office, business processes including sales, marketing and service. Operational CRM processes customer data for a variety of purposes:<br /> Managing campaigns<br /> Enterprise Marketing Automation<br /> Sales Force Automation<br /> Sales Management System<br />Analytical CRM which analyses the customer data for various purposes such as design and execution of targeted marketing campaigns to optimize marketing effectiveness, design and execution of specific customer campaign, analysis of customer behavior to aid product and service decision making, management decision, prediction of probability of customer defection.<br />Continue….<br />
    • 13. Consumer Relationship CRM covers aspects of a company&apos;s dealing with customers handled by the Consumer Affairs and Customer Relations contact centers within a company. Representatives handle in-bound contact from anonymous consumers and customers. <br />Sales Intelligence CRM is similar to Analytical CRM, but is intended as a more direct sales tool. Features include alerts sent to sales staff regarding:<br />Cross-selling/Up-selling/Switch-selling opportunities <br />Customer Drift<br />Sales performance <br />Customer trends <br />Customer margins <br />Customer alignment<br />
    • 14. CRM Implementation<br /><ul><li>Choose a Vendor
    • 15. Gain support for Top Level Management
    • 16. Training
    • 17. Commit to your CRM Software
    • 18. Ensure IT and Management Coordination</li></li></ul><li>How Does CRM Work?<br />
    • 19. The Current State of Customer Relationship Management <br />
    • 20. The Current Model of CRM<br />
    • 21. Contd..<br />
    • 22. CRM Sales Force Automation Vendors<br />Sales Force<br />SAP<br />Oracle<br />
    • 23. Top Vendors<br />1. SAP<br />2. Oracle<br />10. Sales Force<br />
    • 24. SAP<br />Business One delivers:<br />Customer Order Management<br />Territory Management<br />Data Quality Management framework<br />Pipeline Performance Management<br /> Key Benefits:<br /><ul><li>Their sales representative rave about the improved ease-of-use of the SAP CRM 2007 solution.
    • 25. Consistent Comprehensive, multi-channel selling solution
    • 26. It provides all relevant information - product, inventory, sales performance and financial performance of their company.</li></li></ul><li>Oracle<br />Siebel includes:<br />Siebel Collaboration - Sales and channel analytics<br />Mobile and Handheld Access<br />On-demand and hybrid<br />Partner management<br /> Key Benefits : <br />Oracle products unify DHL customer information and create a single, global, multi-channel view of each and every customer relationship. Their products reduce the amount of time the sales force needs to spend on administrative duties have achieved an increase in revenue in year to year.<br />
    • 27. SalesForce<br />Cloud is a collaborative application that provides<br />Customizable forecasting<br />Microsoft integration <br />Mobile solutions <br />Account and contact management <br />Key Benefits : <br /><ul><li>NASA&apos;s Innovative Partnership Program is using Salesforce CRM to realize its vision of a 360 degree view of interactions with its external entities
    • 28. U.S. Army Experience Center is using Salesforce CRM which has resulted in saved time and resources .</li></li></ul><li>Products Benchmark<br />
    • 29. Potential Business and Management Impacts<br /><ul><li>Positive Business Impacts
    • 30. Negative Business Impacts
    • 31. Management Impacts
    • 32. Implementation Issues</li></li></ul><li>Positive Business Impacts<br /><ul><li>More positive relationship with Customers/vendors
    • 33. Data can be utilized for:
    • 34. Marketing campaigns
    • 35. Business strategies
    • 36. Customer acquisition campaigns
    • 37. Cross-selling, up-selling and add-on selling
    • 38. Changes to products and services
    • 39. Forecasting</li></li></ul><li>Negative Business Impacts<br /><ul><li>Overuse for sales &amp; marketing can frustrate customers
    • 40. Data is only as good as is input
    • 41. Customer expectations increase
    • 42. Some customers may feel privacy is violated</li></li></ul><li>Management Issues<br />Adjustments need to be made to:<br /><ul><li>Policies
    • 43. Processes
    • 44. Front-of-House Customer Service
    • 45. Employee Training
    • 46. Marketing
    • 47. System of Information Management</li></li></ul><li>Management Impacts Cont’d<br /><ul><li>Resistance from department heads and employees
    • 48. Policies and Processes require changing in advance
    • 49. Data Quality/Cleaning</li></li></ul><li>Case study<br />Our Business is Farmer’s Dream<br />Group Of Companies<br />
    • 50. Case Study: Periwal Group of Industries<br /><ul><li>Leading pesticides, seeds and fertilizer firm in northern India
    • 51. Retail Outlets in Punjab, Haryana, Rajasthan
    • 52. End users- Farmers
    • 53. With a base of 5000 customers and more
    • 54. Installed Business One(SAP’s CRM solution) three years back</li></li></ul><li>Reasons for implementation of CRM <br /><ul><li>CUT THROATCOMPETITIONS IN TERMS OF CUSTOMER SATISFACTION
    • 55. It&apos;s difficult to profile and target customers for marketing campaigns
    • 56. IDENTIFYING PREMIUM CUSTOMERS
    • 57. INVENTORY CONTROL
    • 58. ABSENCE OF real-time accurate information and data
    • 59. GROWTH AND EXPANSION NEEDS</li></li></ul><li>PROBLEMS WHILE IMPLEMENTATION<br />TRAINING<br />DATA COLLECTION<br />TIME CONSUMPTION<br />
    • 60. IMPACT AFTER IMPLEMENTATION<br />RETENTION OF CUSTOMERS.<br />CONSUMER SATISFACTION<br />DETAILED ANALYSIS RESULTED IN INCREASED MARKET SHARE<br />EFFIECIENT MANAGEMENT CONTROL<br />CHANGE OF IMAGE<br />
    • 61. The Results<br /><ul><li>Customer complaints cut by 25%
    • 62. Customer satisfaction up by 15%
    • 63. Customized reports, track sales and trends
    • 64. Customer retention
    • 65. Increased soft results: time, errors, frustration, doubt, experience</li></li></ul><li>Benefits of CRM<br /> Growth<br /> Vision<br />Improve <br /> Sales &amp; <br />Service<br /> Profit<br />improved <br /> customer <br />satisfaction<br /><ul><li> Increate </li></ul>the<br />number of <br />opportunity<br /><ul><li>Expand </li></ul>the market<br />&amp; attract <br />new <br />customers<br /><ul><li>Develop </li></ul>additional <br />streams of <br />revenue<br /><ul><li> Single </li></ul>Point <br />communi-<br />cation<br />With <br />Customer<br /><ul><li> Email </li></ul>Marketing<br /><ul><li> Reporting
    • 66. Long term</li></ul>profitability <br /><ul><li> Sustainable </li></ul>Income<br /><ul><li> By </li></ul>knowing<br />what <br />customer<br />demands<br /><ul><li> Customize</li></ul>Knowledge<br />base<br />
    • 67. Analysis of CRM<br /><ul><li>Alignment with business strategy
    • 68. Easy to learn and use and well integrated with systems
    • 69. Facilitated process change with support of executives</li></li></ul><li>The Development of Customer Relationship Management<br />1980’s 1990’s Current<br />Non-IT CRM<br /><ul><li> Hand-Processing
    • 70. Manual Records
    • 71. Customer Surveys
    • 72. Rolodex</li></ul>IT-Assisted CRM<br /><ul><li> Call Centers
    • 73. Spreadsheets/ Databases
    • 74. Internet Presence
    • 75. Statistical Pkgs.</li></ul>Automated CRM<br /><ul><li> ERP I
    • 76. Electronic Data Interchange
    • 77. E-Commerce
    • 78. Operational CRM</li></li></ul><li>The Future of Customer Relationship Management <br />
    • 79. The Future Model of CRM<br />
    • 80. Thank You <br />

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