The document provides information about Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM). It defines ERP as a solution that facilitates integrated information systems across business functions. It explains that CRM involves using technology to organize customer interactions and processes like sales, marketing, and support. The document also summarizes some key CRM software vendors like SAP, Oracle, and Salesforce and discusses potential positive and negative business impacts as well as management considerations of implementing a CRM system.

1. Information Technology presentation

2. What is ERP?ERP is a solution, which Facilitates company-wide integrated Information systems, covering all functional areas.

3. Performs core Corporate activities and increases customer service augmenting Corporate Image.Enterprise Resource Planning

4. Information Islandshttp://www.open-source-erp-site.com

5. 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 survivalEnterprise Resource Planning

7. Customer Relationship Management

9. Customer Relationship ManagementCustomer 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.

10. Why Need CRMEvery company do CRM – one way or other.Few Facts : why need CRMNot a single point of contact Communication GapGetting 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

11. 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 servicesMake call center more efficientCross sell product more effectivelyHelps sales staff close deals fasterSimplify marketing & sales processDiscover new customersIncrease customer revenue

12. Types of CRMOperational 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 SystemAnalytical 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….

13. 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 DriftSales performance Customer trends Customer margins Customer alignment

14. CRM ImplementationChoose a Vendor

15. Gain support for Top Level Management

16. Training

17. Commit to your CRM Software

18. Ensure IT and Management CoordinationHow Does CRM Work?

19. The Current State of Customer Relationship Management

20. The Current Model of CRM

21. Contd..

22. CRM Sales Force Automation VendorsSales ForceSAPOracle

23. Top Vendors1. SAP2. Oracle10. Sales Force

24. SAPBusiness One delivers:Customer Order ManagementTerritory ManagementData Quality Management frameworkPipeline Performance Management Key Benefits: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.OracleSiebel includes:Siebel Collaboration - Sales and channel analyticsMobile and Handheld AccessOn-demand and hybridPartner 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.

27. SalesForceCloud is a collaborative application that providesCustomizable forecastingMicrosoft 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

28. U.S. Army Experience Center is using Salesforce CRM which has resulted in saved time and resources .Products Benchmark

29. Potential Business and Management ImpactsPositive Business Impacts

30. Negative Business Impacts

31. Management Impacts

32. Implementation IssuesPositive Business ImpactsMore 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. ForecastingNegative Business ImpactsOveruse for sales & marketing can frustrate customers

40. Data is only as good as is input