Customer Relationship Management


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A brief presentation on CRM. Speaks about the available CRM options, what to consider when buying CRM, CRM evaluation checklist, Benefits of CRM, Drivers of CRM.

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Customer Relationship Management

  1. 1. CRM Presentation Copyright © Navyug Infosolutions Pvt. Ltd.
  2. 2. Presentation Agenda1. What is CRM?2. Drivers of CRM3. CRM options4. CRM product comparison5. Benefits of CRM6. About Navyug 6/8/2012 Copyright © Navyug Infosolutions Pvt. Ltd. 2
  3. 3. What is CRM?∗ A single platform for all seamless customer interactions• Single repository for data related to Vendor, Customer, Sales prospects and Service support∗ The aim is to: ∗ Find, Attract and Win new clients ∗ Nurture and retain relationship with existing clients ∗ Reduce cost of marketing and client service ∗ Integrate cross functional departments∗ CRM integrates: ∗ Sales ∗ Marketing ∗ Customer Service and Support ∗ People ∗ Process ∗ Technology Copyright © Navyug Infosolutions Pvt. Ltd.
  4. 4. Frequently Faced Issues1. Disparate applications2. Difficult to see a single snapshot of all leads3. No standardized business process4. Marketing doesn’t sync with Sales6/8/2012 4 Copyright © Navyug Infosolutions Pvt. Ltd.
  5. 5. Drivers of CRM1. Customer retention: High cost of acquisition.2. Service Quality: Predictability and consistency.3. Faster response: All communication at single place.4. Single version of truth: No duplication.5. Workflow Automation: Automation of repetitive tasks.6. Reduced Sales Cycle: Reduce selling time. Copyright © Navyug Infosolutions Pvt. Ltd.
  6. 6. What does CRM do?• Salesforce Automation• Marketing Automation• Lead Management• Contact Management• Reporting and Analytics• Customer service and support• E-mail Integration and extensions6/8/2012 6 Copyright © Navyug Infosolutions Pvt. Ltd.
  7. 7. CRM Options Web based CRMs On Premises CRMs Open Source CRMs (Monthly subscription (License based) (Free download) based) Microsoft Dynamics Vtiger Aplicor Consona CRM SugarCRM Entellium CDC Pivotal Anteil Microsoft Live CRM SAP Compiere RightNow Oracles Siebel CRM Avidian CRM Daffodil Heavy License Fees Monthly Free or low cost. Subscription Fees Customization cost6/8/2012 7 Copyright © Navyug Infosolutions Pvt. Ltd.
  8. 8. CRM-Product Comparison Particulars Microsoft Dynamics vTiger CRM CRM (Enterprise Edition)OS Windows Windows Windows, Linux/UnixDeployment Model On-Premise/Proprietary Proprietary/Saas Cloud (Open Source)Business Size Large Small-Medium-Large Small-MediumSalesforce Automation Lead management, Lead Lead management, Lead Lead management, Account & Tracking, Quote Management, Tracking, Quote Management, Contact Management, Opportunity Contact Management, Contact Management, Management, Sales Quotes, Billing/Invoicing, Contact Billing/Invoicing, Contact history Billing/Invoicing historyMarketing Automation E-mail marketing, mailing list E-mail marketing, mailing list Campaign management, mass management, product management, product catalog, mailing, e-mail templates, mail catalog, social media, territory territory management merge templates managementCustomer Service and Call center management, Call center management, Trouble ticket, Knowledge base,Support Customer service integration, Customer service integration, customer self service, Online customer support tracking, customer support tracking knowledge base, SMS Notifier, forum, chat , blog Service Contract, Project, Project TaskInventory Product catalog Product catalog Product catalog, price book, VendorManagement Management, Purchase Order, Sales Order, Service, AssetsE-mail integration and Legacy Integration, Office Legacy Integration, Office E-mail client, RSS Feed, Outlookextensions Integration Integrations Plug-in (Made by Navyug) 6/8/2012 8 Copyright © Navyug Infosolutions Pvt. Ltd.
  9. 9. CRM-Product Comparison Particulars Microsoft Dynamics CRM vTiger CRM (Enterprise Edition)Calendar and activity Contact History, Data Contact History, Data To do list, Recurring Event,management Import/export Import/export Shared Calendar, Activity History, E-mail notification, notes, Data Import/exportReports and Customized reports, sales Dashboard/reporting Key Metrics, customizableDashboards forecast, dashboard customization, forecasting reports, 20+ pre-built reports customization folderProduct Customization Multi Language, Customizable Multi Currency, Multi Language, Multi Currency, Module Manager, forms and data fields Customizable forms and data Pick List Editor, Custom fields fieldsSecurity Management Data encryption, Security Admin Security admin profiles, User Management, Role/profiles, profiles, Roles/organization/hierarchy, Groups, Organization Level Roles/organization/hierarchy, Group creation & management, Access Control Group creation & management, Field level security Field level securityIndustries Education, Financial, Hospitality, Education, Financial, Manufacturing, Banking, Financial Consumer goods, Retail, Media, Government, Retail, Media, Services, Technology, Manufacturing, Healthcare, Non- Manufacturing, Healthcare, Non- Professional Services profit profitPricing $4,420 per server and $880 per $125 per user per month $12 per user per month user, $44 SaaS BasedData Storage NA 620MB/User 5GB/ClientClients Icebreaker, Safety-Kleen, Symantec, Kelly Services, Bajaj Nokia, German Postbank, Centene Corporation, Scott’s Finserv, Dell Odyssey Networks (Singapore) Professional LLP, Bridgepoint 6/8/2012 9 Copyright © Navyug Infosolutions Pvt. Ltd.
  10. 10. CRM-Zoho vs. vTiger Modules CRM- Zoho CRM-Enterprise Edition vTiger CRMOS Windows Windows, Linux/UnixDeployment Model SaaS (On-cloud), Proprietary Cloud (Open Source)Business Size Small-Medium-Large Small-MediumSales force Automation Lead/Contact/Account/Opportunity Lead/Account (Organization) /Contact Management, Sales Forecasting, Multiple Management, Opportunity Management/Multiple currencies currenciesMarketing Automation Campaign management, email template, e-mail Campaign management, mass mailing, e-mail opt out, email marketing (250 mails/day), auto templates, mail merge templates, e-mail opt-out responders, mail mergeCustomer Service and Cases and solutions Trouble ticket, Knowledge base, customer selfSupport service, Online knowledge base, SMS Notifier, Service Contract, Project, Project Task, Mail manager, PBX Manager 6/8/2012 10 Copyright © Navyug Infosolutions Pvt. Ltd.
  11. 11. CRM-Zoho vs. vTiger Modules CRM- Zoho CRM-Enterprise Edition vTiger CRMInventory Management Product, price books, Sales quote, Sales order, Product catalog, price book, Vendor Invoices, Vendors, Purchase Order Management, Purchase Order, Sales Order, Service/Asset information, Sales Quotes, Billing/InvoicingE-mail integration and Integration with LinkedIn/Facebook, Zoho Mail Website, E-mail client, Integration with Gmail,extensions Add-on, Microsoft Office Plug-in, Outlook Plug- yahoo, fast mail, other, RSS Feed, Outlook in, Mobile Edition ($3 per user/month each) Plug-in (Made by Navyug)Calendar and activity Tasks, log a call, Calendar, Data import/export To do list, Recurring Event, Shared Calendar,management Activity History, E-mail notification, notes, Data Import/exportReports and Dashboards Reports and Dashboard Key Metrics, customizable reports, 20+ pre- built reports folderProduct Customization Multi currency (Only in enterprise edition) , Multi Currency, Module Manager, Pick List module customization Editor, Custom fields 6/8/2012 11 Copyright © Navyug Infosolutions Pvt. Ltd.
  12. 12. CRM-Zoho vs. vTiger Modules CRM- Zoho CRM-Enterprise Edition vTiger CRMSecurity Management Profiles (25), Organization Hierarchy-Roles (250), User Management, Role, Profiles, (No field level security, Data sharing rules, Groups Restriction), Groups, Field level security, Organization Level Access Control, Data Sharing Access, Audit Trails, User Login HistoryIndustries Financial, Healthcare, hospitality, manufacturing, Manufacturing, Banking, Financial Services, media, professional services, other Technology, Professional ServicesPricing $25 per user per month $12 per user per monthFile Storage 500 MB/user, extra storage $4/month/GB 5GB/ClientSupport & Customization Limited Customization, Only by Zoho Either by vTiger or by third party vendor 6/8/2012 12 Copyright © Navyug Infosolutions Pvt. Ltd.
  13. 13. CRM-Evaluation Checklist Evaluate your need Evaluate what your functional department staff needs from CRM tool Staff Need Features that are required IT availability IT department staff experience and skills Integration with other products Integration with office productivity tools Customization By vendor or by third party Scalability Can the tool be extended to accommodate extended users or data? Pricing6/8/2012 13 Copyright © Navyug Infosolutions Pvt. Ltd.
  14. 14. Benefits of CRM1. Manage and drive productivity in Sales, Marketing, and Customer Service and Support functions more effectively and efficiently2. Specifically useful for organizations customer support force3. With CRM, it is easy to determine the sales-stage a particular customer is in, and define sales- the next steps to successful closure4. Streamline organization’s procurement and fulfillment processes5. Reduce operational cost6. More personal approach in handling customer relations6/8/2012 14 Copyright © Navyug Infosolutions Pvt. Ltd.
  15. 15. About Us– Software services and solutions provider.– An IIT Alumni led team, with excellent delivery and attention to customer needs.– Excellent knowledge of current Open Source Frameworks to provide cost-effective Frameworks, solutions.– ISO 9001:2000 certified and have developers from IITs and BITS 9001: BITS. “Helping Companies to Get Technology Edge”6/8/2012 15 Copyright © Navyug Infosolutions Pvt. Ltd.
  16. 16. Technology Expertise • Our Approach: Technology Agnostic (whatever is best for customer) • Technology Evaluation Parameters: Cost of Acquisition & Maintenance Application and Infrastructural Need Time to Market Application • Technology Range: From simple PHP web apps to complex ERP rollouts on Oracle • Programming Languages: Java (Good expertise on Java and related technologies / frameworks) Ruby Python, PHP, C/C++ SQL, TCL • Mobile Platforms: Android, Blackberry, iOS, J2ME, Symbian • Open Source Frameworks: Rails (Ruby), Symphony (PHP), Cake (PHP), Sproutcore (Javascript) -Web Application Framework Spring (Java), Hibernate (Java, .Net), Google Web Toolkit (Java) Social Engine (PHP)-Social Networking Framework, Drupal, Wordpress, Joomla- Content Management Systems & Framework FreeSwitch- Communication Framework, Gstreamer, FFMPEG - Multimedia Framework • ERP Technologies: Open ERP, vTiger, Oracle E-Business Suite, Weblogic, Open Bravo • Development Methodology: Agile6/8/2012 16 Copyright © Navyug Infosolutions Pvt. Ltd.
  17. 17. Value Proposition∗ Open Source Technologies for Cost Advantage Advantage.∗ Well trained Technical resources.∗ Highly Flexible and Scalable solutions.∗ Cloud Advantage.∗ Delivery excellence excellence.∗ Dedicated Support and Maintenance.∗ Customization as per the Business Need.6/8/2012 17 Copyright © Navyug Infosolutions Pvt. Ltd.
  18. 18. Navyug’s Team USP 1) Rahul Singh– Director Singh– • Entrepreneur at heart • Key positions held : • Headed TCS Europe and Netherlands • On board of GAPL, Loylty Rewardz and many more • Worked with people from China, most of the Western Europe, East Asia, US and India. • Alumnus of IITK and ISB 1. Strong Technical Team2) Sanjeev Kumar - Director • Technical Leader with excellent “People” skills. 2. Cost Optimization Through Design • Fondly referred as “People‘s Engineer” • Core technical strength - Application Services 3. Quality Implementation and • Has worked with teams in India, Europe and USA • Alumnus of IITK Assured Support3) Col. Sunil Prem - Director • Ex-Army Engineer (Recognized Top Achiever) • Besides his technical strengths, he has rich experience in operations, administration, logistics & HR • Has worked in multicultural environment (Australia & Africa) • Has topped in all his academics • Alumnus of IITK 6/8/2012 18 Copyright © Navyug Infosolutions Pvt. Ltd.
  19. 19. Our Clients and Partners6/8/2012 19 Copyright © Navyug Infosolutions Pvt. Ltd.
  20. 20. Current Projects Client’s Project’sHSIIDC ERP Implementation (Oracle 12i)Garg Associates ERP/CRM ImplementationRICOH Payroll Management supportMarks and Clerk Reciprocity ApplicationMarks and Clerk Patent An ad network aggregator, to provide a seamless and transparent platform for SME Metasearch search engine that aggregates results from the various travel agents for fares and bookings for cars, hotels and airFSN A powerful social networking engine that facilitates chat, blogs, image and video galleries, friends, groups and forumsCPA Global IPAM is an analysis tool designed and made for CPA global patent analysis group for data analysis on CPA global databasesGreen Tag Web based application to calculate carbon cost in an activityGenability Electricity utility applicationPaytronics Software AuditAAA Vehicleads Websites Designing and Content Management System 6/8/2012 20 Copyright © Navyug Infosolutions Pvt. Ltd.
  21. 21. Thank You!Navyug Infosoutions Pvt. Ltd. Contacts: 1) Ritesh DassG-203 (1st Floor), Sector 63 Ritesh.Dass@navyuginfo.comNoida –201307 Mob: +91-9582193431Uttar PradeshIndiaWebsite: 2) Col. Sunil Prem Mob: +91-9958795916 Your strategic partner. Copyright © Navyug Infosolutions Pvt. Ltd.