Facilitates company-wide integrated Information systems, covering all functional areas.
Performs core Corporate activities and increases customer service augmenting Corporate Image.
Enterprise Resource Planning
Information Islands http://www.open-source-erp-site.com
Why ERP? For Management – to know what is happening in the company To shun the geographical gaps To satisfy the customers with high expectations To be Competitive & for survival Enterprise Resource Planning
Customer Relationship Management 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.
Why Need CRM Every company do CRM – one way or other. Few Facts : why need CRM Not a single point of contact Communication Gap Getting a new customer cost 5 times then retaining existing customer 1% increase in sale with existing customer will boost profit by 17% while 3% in other case
Goals of CRM 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 :- Provide better customer services Make call center more efficient Cross sell product more effectively Helps sales staff close deals faster Simplify marketing & sales process Discover new customers Increase customer revenue
Types of CRM 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: Managing campaigns Enterprise Marketing Automation Sales Force Automation Sales Management System 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. Continue….
Consumer Relationship CRM covers aspects of a company'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. 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: Cross-selling/Up-selling/Switch-selling opportunities Customer Drift Sales performance Customer trends Customer margins Customer alignment
It provides all relevant information - product, inventory, sales performance and financial performance of their company.
Oracle Siebel includes: Siebel Collaboration - Sales and channel analytics Mobile and Handheld Access On-demand and hybrid Partner management Key Benefits : 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.
SalesForce Cloud is a collaborative application that provides Customizable forecasting Microsoft integration Mobile solutions Account and contact management Key Benefits :
NASA's Innovative Partnership Program is using Salesforce CRM to realize its vision of a 360 degree view of interactions with its external entities
U.S. Army Experience Center is using Salesforce CRM which has resulted in saved time and resources .