Customer Relationship Management (CRM) is a strategy for managing all your company’s relationships and interactions with customers and potential customers. It helps you stay connected to them, streamline processes and improve your profitability.
More commonly, when people talk about CRM they are usually referring to a CRM system, a tool which helps with contact management, sales management, productivity and more.
Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues or suppliers. CRM is not just for sales. Some of the biggest gains in productivity can come from moving beyond CRM as a sales and marketing tool and embedding it in your business – from HR to customer services and supply-chain management.
Deploying an enterprise resource planning (ERP) system is an expensive proposition, not just in terms of licensing and maintenance, but in terms of dedicated resources and time. The implementation of ERP systems has helped small and mid-sized companies, significantly improve their business metrics by process optimization, improving the entire supply chain process, better inventory control, better reporting to take decisions, integration across functionalities and increasing transparency across the company. Purchase department can see the sales department data, Sales department can see inventory data, and top management can see any data on a click of single button.
ERP modules and business software packageUsman Tariq
1. The document discusses several key modules that are typically included in ERP systems, including finance, human resources, manufacturing, material management, sales and marketing, and quality management.
2. ERP systems help management plan resources more efficiently by integrating different functional modules like finance, HR, manufacturing, and supply chain management.
3. Key ERP modules manage finances, human resources, manufacturing, procurement, and quality to provide end-to-end visibility and optimize business processes across the enterprise.
FRIENDSHIP is a network
that needs:
no recharge!
no charging!
No roaming!
no validity!
no activation!
no signal problems!
just don't switch off your HEART !
Enterprise Resource Planning
1. ERP systems provide benefits like improved operational efficiency, better inventory management, and enhanced data-driven decision making for management.
2. However, ERP implementations often fail due to lack of top management commitment, unrealistic timelines and expectations, and inadequate training and preparation of users and processes.
3. For successful ERP implementation, companies must have a well-defined system requirements specification, carefully select the appropriate ERP package, and ensure change management and proper education of users.
The document discusses Enterprise Resource Planning (ERP). ERP is an integrated software solution that facilitates company-wide information sharing and processes across all departments. It aims to integrate and optimize business functions and processes. The document outlines the evolution of ERP, considerations for product selection such as functionality and costs, critical success factors like management support and training, and steps to build an ERP system using external resources.
Enterprise resource planning unit 1 introductionGanesha Pandian
This document provides an overview of enterprise systems and ERP implementation. It discusses the evolution of ERP from materials requirements planning systems in the 1970s to modern extended ERP solutions. The document also outlines some key risks and benefits of ERP implementation, including integration challenges, time and expense requirements, and potential for improved decision making and resource utilization. Additional topics covered include ERP architecture, related business intelligence technologies, and important factors for a successful ERP project.
Fitter Snacker produces two snack bars and has separate sales, warehouse, and accounting systems. This leads to inefficiencies like errors from manual data sharing. An ERP system could integrate the systems and improve processes like order entry, inventory management, billing and payment processing through automation and real-time data sharing. However, changing to an ERP requires analyzing current processes and culture to see if the company is prepared for such a change.
Deploying an enterprise resource planning (ERP) system is an expensive proposition, not just in terms of licensing and maintenance, but in terms of dedicated resources and time. The implementation of ERP systems has helped small and mid-sized companies, significantly improve their business metrics by process optimization, improving the entire supply chain process, better inventory control, better reporting to take decisions, integration across functionalities and increasing transparency across the company. Purchase department can see the sales department data, Sales department can see inventory data, and top management can see any data on a click of single button.
ERP modules and business software packageUsman Tariq
1. The document discusses several key modules that are typically included in ERP systems, including finance, human resources, manufacturing, material management, sales and marketing, and quality management.
2. ERP systems help management plan resources more efficiently by integrating different functional modules like finance, HR, manufacturing, and supply chain management.
3. Key ERP modules manage finances, human resources, manufacturing, procurement, and quality to provide end-to-end visibility and optimize business processes across the enterprise.
FRIENDSHIP is a network
that needs:
no recharge!
no charging!
No roaming!
no validity!
no activation!
no signal problems!
just don't switch off your HEART !
Enterprise Resource Planning
1. ERP systems provide benefits like improved operational efficiency, better inventory management, and enhanced data-driven decision making for management.
2. However, ERP implementations often fail due to lack of top management commitment, unrealistic timelines and expectations, and inadequate training and preparation of users and processes.
3. For successful ERP implementation, companies must have a well-defined system requirements specification, carefully select the appropriate ERP package, and ensure change management and proper education of users.
The document discusses Enterprise Resource Planning (ERP). ERP is an integrated software solution that facilitates company-wide information sharing and processes across all departments. It aims to integrate and optimize business functions and processes. The document outlines the evolution of ERP, considerations for product selection such as functionality and costs, critical success factors like management support and training, and steps to build an ERP system using external resources.
Enterprise resource planning unit 1 introductionGanesha Pandian
This document provides an overview of enterprise systems and ERP implementation. It discusses the evolution of ERP from materials requirements planning systems in the 1970s to modern extended ERP solutions. The document also outlines some key risks and benefits of ERP implementation, including integration challenges, time and expense requirements, and potential for improved decision making and resource utilization. Additional topics covered include ERP architecture, related business intelligence technologies, and important factors for a successful ERP project.
Fitter Snacker produces two snack bars and has separate sales, warehouse, and accounting systems. This leads to inefficiencies like errors from manual data sharing. An ERP system could integrate the systems and improve processes like order entry, inventory management, billing and payment processing through automation and real-time data sharing. However, changing to an ERP requires analyzing current processes and culture to see if the company is prepared for such a change.
This document discusses evaluation criteria for management information systems including ERP systems. It outlines factors to consider such as functionality, integration, flexibility, complexity, costs and customization needs. Additional sections provide guidelines for ERP product selection, critical success factors, potential benefits, and key performance indicators to expect from successful ERP implementations such as reduced lead times, improved customer satisfaction, lower quality costs and increased flexibility and information accuracy.
This document discusses an Enterprise Resource Planning (ERP) system for a group consisting of 8 members with a common goal. It defines ERP as a business strategy and set of applications that optimize collaborative processes. The goal of the group's enterprise is to acquire, retain, and grow profitable customers. The document outlines the advantages and disadvantages of ERP, as well as steps to implement an ERP system and calculate its return on investment (ROI).
Why to strangle your business and increase complexities by using primitive business methods? Rather go for implementing an effective tool – ERP in your business and overcome the barriers of growth. Read on to discover the top signs that your business needs an ERP system. This guide will help you to analyze the pain points that your business has and how can they be resolved.
An ERP system integrates an organization's data and processes but implementation has high costs
and risks. While an ERP streamlines functions, the costs of software, training, and customization
are high. It is difficult to measure an ERP's ROI and systems offer limited customization. Resistance
from end users and reengineering processes can also challenge implementation. Given these
potential disadvantages, an organization should carefully consider alternatives to an ERP system.
The document discusses justifying investment in ERP systems. It notes that ERP implementations often fail due to unclear business strategies and project delays and overruns. A business case is needed to convince decision makers to invest in the multi-million dollar projects. An effective business case for ERP defines objectives aligned with business goals, evaluates legacy systems, benchmarks other companies, assesses risks and costs, and creates a blueprint to ensure the ERP implementation supports business operations.
This document discusses integrating business intelligence (BI) with enterprise resource planning (ERP) systems. It begins by outlining what ERP users want from a BI solution, such as improved decision making and operational efficiency. It then provides an overview of how ERP and BI systems differ, with ERP focused on transactions and BI focused on analysis. The document advocates closing the gap between these two "different worlds" by consolidating data and integrating processes. It also covers challenges and opportunities of ERP-BI integration.
This document discusses the benefits of implementing an ERP (Enterprise Resource Planning) system. It notes that ERP systems can help companies by reducing costs, improving customer service and inventory management. The document provides examples of how ERP systems can help with sales, logistics, production and financial management. It also lists some common business challenges that ERP systems can help address, such as meeting deadlines, optimizing resource usage, and maintaining profitability. Overall, the document promotes ERP systems as a way for companies to more efficiently manage operations and better achieve their business objectives.
This document provides an overview of enterprise resource planning (ERP) systems. It defines ERP and discusses their origins from earlier systems like MRP and CIM. ERP systems aim to integrate core business functions like finance, supply chain, human resources, etc. into a single system. The document outlines the typical modules in an ERP system and discusses advantages like centralized data and process integration. It also notes challenges like high costs, difficulty customizing systems, and risk of data loss from security breaches. Finally, it briefly compares features of major ERP software packages from vendors like Oracle, SAP, Microsoft and PeopleSoft.
The document describes Enterprise Resource Planning (ERP) systems and their components. It discusses:
1) Core ERP components which primarily focus on internal operations, including accounting and finance, production and materials management, and human resources.
2) Extended ERP components which meet needs not covered by core components and primarily focus on external operations, such as business intelligence, customer relationship management, and supply chain management.
3) Benefits of ERP systems including integrating financial and customer order information, standardizing processes, and providing decision support across the enterprise.
The document is a group presentation on enterprise resource planning (ERP) software submitted to a guest lecturer. It includes definitions of ERP from Investopedia and Wikipedia as integrating important business areas like planning, purchasing, inventory, sales, marketing, finance, and human resources. It describes common ERP modules, the basic structure of a good ERP solution being flexible, comprehensive, and web-enabled with best practices. It lists large, mid-market, and small business ERP vendors and components of ERP like a transactional database and business intelligence system. It concludes with best practices of ERP incorporating vendor interpretations of effective business processes and easing compliance.
E business - STRATEGIES AND CRITICAL FACTORS IN CRM SELECTION IMPLEMENTATION ...Anil Masal
Customer Relationship Management or CRM is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. It's a strategy used to learn more about customer’s needs and behaviour in order to develop stronger relationships with them. After all, good customer relationships are at the heart of business success.
This document provides an overview of Enterprise Resource Planning (ERP) systems. It discusses how ERP systems can integrate key business functions like finance, manufacturing, supply chain and human resources. The document outlines benefits of ERP systems such as reduced costs, improved efficiency and data integrity. It also discusses risks like high costs and difficulty adapting to new business processes. An example is provided of how Tata Steel implemented a new ERP system to integrate its information systems for the steel industry. In conclusion, the document advocates that ERP systems can provide a holistic solution to manage business change when chosen, implemented and used properly.
Successful Implementation of ERP in a Large OrganizationTalib Imran
This document provides an overview of the successful implementation of an enterprise resource planning (ERP) system in a large organization. It first introduces ERP and its benefits, then outlines a 9-step implementation plan including conducting a feasibility study, forming a project team, selecting and customizing software, training employees, and going live. It stresses the importance of top management commitment, adapting to the software's best practices, selecting the right implementation team, and training. Finally, it concludes that a well-designed ERP system allows information sharing across the organization, resulting in cost savings and increased efficiency.
The document discusses Enterprise Resource Planning (ERP) systems. ERP systems integrate various business functions like manufacturing, sales, inventory, accounting etc into a single system. The document outlines the evolution of ERP from earlier software packages, describes key components and benefits of ERP like improved efficiency and information integration. It also discusses challenges in ERP implementation like costs, changes to business processes and resistance to change.
This document presents an approach for evaluating and selecting suitable CRM (customer relationship management) software packages. It introduces CRM and the need for evaluation. The methodology assesses published papers to develop criteria and an evaluation technique. The approach involves defining strategy and requirements, analyzing the CRM software market, evaluating packages based on functional criteria weighted using AHP (analytic hierarchy process). Limitations and future work are discussed, such as validating the approach by comparing it to completed CRM projects.
The document discusses the benefits of implementing an ERP system. It outlines direct benefits like improved efficiency and indirect benefits like better corporate image. Potential benefits of ERP implementation include reduced lead times, on-time shipments, reduced cycle times, and improved customer satisfaction. However, research found that 60% of ERP projects realized less than half of the expected benefits, with 27% realizing less than a third of benefits and 11% seeing no benefits at all. ERP implementations are complex and often do not deliver planned results due to difficulties integrating systems across departments.
ERP (Enterprise Resource Planning) software integrates various business functions and processes into a single system with a shared database. For ERP to be successful, it must provide client satisfaction through an overall solution fit, adequate training, and resolution of emergent issues. It should also provide return on investment through improved workflows, efficiency, and reduced costs. ERP fails when there is poor analysis, improperly configured software, insufficient training, lack of industry knowledge, or when projects bite off more than they can chew through large teams or inaccurate data. Key elements of success include proper analysis of business needs, benchmarking processes, documenting issues and designed solutions, and having a strong project team.
If you own a business, you might have come across the word ERP more often than not. People in your fraternity talk about it on a fairly regular basis and it seems to you as if it is the single most important thing that your business needs in order to grow. It thus becomes important for you to know what an ERP is – in case you aren’t already aware – and what value does it add to your business.
This document discusses Enterprise Resource Planning (ERP) software. It provides an overview of ERP functions such as finance, human resources, manufacturing, inventory, sales, and supply chain management. The document then describes the benefits of ERP systems, including tangible benefits like reduced costs and inventory as well as intangible benefits like increased flexibility and standardization. Finally, the document introduces the Aesthetic Tech ERP system and its key features and modules.
The document discusses Enterprise Resource Planning (ERP) systems, which integrate various business functions like manufacturing, sales, inventory, and accounting into a single system. It describes the evolution of ERP from earlier software, major reasons for adopting ERP like standardized processes, benefits like improved efficiency and decision making, components like finance and HR modules, challenges of implementation, and new developments in ERP technology.
This document contains a series of questions related to managing information technology. It includes questions about customer relationship management (CRM), enterprise resource planning (ERP), supply chain management (SCM), change management, global IT management challenges, strategies, and the procurement process. Popular commercial software packages for CRM, ERP, and SCM are also discussed.
This document provides guidance on how to choose a Customer Relationship Management (CRM) system. It discusses understanding the benefits of CRM, building a business case, forming a project team, identifying key requirements, evaluating potential systems, selecting a system, and implementing the system. The document aims to help organizations make an informed decision about which CRM solution best fits their needs.
This document discusses evaluation criteria for management information systems including ERP systems. It outlines factors to consider such as functionality, integration, flexibility, complexity, costs and customization needs. Additional sections provide guidelines for ERP product selection, critical success factors, potential benefits, and key performance indicators to expect from successful ERP implementations such as reduced lead times, improved customer satisfaction, lower quality costs and increased flexibility and information accuracy.
This document discusses an Enterprise Resource Planning (ERP) system for a group consisting of 8 members with a common goal. It defines ERP as a business strategy and set of applications that optimize collaborative processes. The goal of the group's enterprise is to acquire, retain, and grow profitable customers. The document outlines the advantages and disadvantages of ERP, as well as steps to implement an ERP system and calculate its return on investment (ROI).
Why to strangle your business and increase complexities by using primitive business methods? Rather go for implementing an effective tool – ERP in your business and overcome the barriers of growth. Read on to discover the top signs that your business needs an ERP system. This guide will help you to analyze the pain points that your business has and how can they be resolved.
An ERP system integrates an organization's data and processes but implementation has high costs
and risks. While an ERP streamlines functions, the costs of software, training, and customization
are high. It is difficult to measure an ERP's ROI and systems offer limited customization. Resistance
from end users and reengineering processes can also challenge implementation. Given these
potential disadvantages, an organization should carefully consider alternatives to an ERP system.
The document discusses justifying investment in ERP systems. It notes that ERP implementations often fail due to unclear business strategies and project delays and overruns. A business case is needed to convince decision makers to invest in the multi-million dollar projects. An effective business case for ERP defines objectives aligned with business goals, evaluates legacy systems, benchmarks other companies, assesses risks and costs, and creates a blueprint to ensure the ERP implementation supports business operations.
This document discusses integrating business intelligence (BI) with enterprise resource planning (ERP) systems. It begins by outlining what ERP users want from a BI solution, such as improved decision making and operational efficiency. It then provides an overview of how ERP and BI systems differ, with ERP focused on transactions and BI focused on analysis. The document advocates closing the gap between these two "different worlds" by consolidating data and integrating processes. It also covers challenges and opportunities of ERP-BI integration.
This document discusses the benefits of implementing an ERP (Enterprise Resource Planning) system. It notes that ERP systems can help companies by reducing costs, improving customer service and inventory management. The document provides examples of how ERP systems can help with sales, logistics, production and financial management. It also lists some common business challenges that ERP systems can help address, such as meeting deadlines, optimizing resource usage, and maintaining profitability. Overall, the document promotes ERP systems as a way for companies to more efficiently manage operations and better achieve their business objectives.
This document provides an overview of enterprise resource planning (ERP) systems. It defines ERP and discusses their origins from earlier systems like MRP and CIM. ERP systems aim to integrate core business functions like finance, supply chain, human resources, etc. into a single system. The document outlines the typical modules in an ERP system and discusses advantages like centralized data and process integration. It also notes challenges like high costs, difficulty customizing systems, and risk of data loss from security breaches. Finally, it briefly compares features of major ERP software packages from vendors like Oracle, SAP, Microsoft and PeopleSoft.
The document describes Enterprise Resource Planning (ERP) systems and their components. It discusses:
1) Core ERP components which primarily focus on internal operations, including accounting and finance, production and materials management, and human resources.
2) Extended ERP components which meet needs not covered by core components and primarily focus on external operations, such as business intelligence, customer relationship management, and supply chain management.
3) Benefits of ERP systems including integrating financial and customer order information, standardizing processes, and providing decision support across the enterprise.
The document is a group presentation on enterprise resource planning (ERP) software submitted to a guest lecturer. It includes definitions of ERP from Investopedia and Wikipedia as integrating important business areas like planning, purchasing, inventory, sales, marketing, finance, and human resources. It describes common ERP modules, the basic structure of a good ERP solution being flexible, comprehensive, and web-enabled with best practices. It lists large, mid-market, and small business ERP vendors and components of ERP like a transactional database and business intelligence system. It concludes with best practices of ERP incorporating vendor interpretations of effective business processes and easing compliance.
E business - STRATEGIES AND CRITICAL FACTORS IN CRM SELECTION IMPLEMENTATION ...Anil Masal
Customer Relationship Management or CRM is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. It's a strategy used to learn more about customer’s needs and behaviour in order to develop stronger relationships with them. After all, good customer relationships are at the heart of business success.
This document provides an overview of Enterprise Resource Planning (ERP) systems. It discusses how ERP systems can integrate key business functions like finance, manufacturing, supply chain and human resources. The document outlines benefits of ERP systems such as reduced costs, improved efficiency and data integrity. It also discusses risks like high costs and difficulty adapting to new business processes. An example is provided of how Tata Steel implemented a new ERP system to integrate its information systems for the steel industry. In conclusion, the document advocates that ERP systems can provide a holistic solution to manage business change when chosen, implemented and used properly.
Successful Implementation of ERP in a Large OrganizationTalib Imran
This document provides an overview of the successful implementation of an enterprise resource planning (ERP) system in a large organization. It first introduces ERP and its benefits, then outlines a 9-step implementation plan including conducting a feasibility study, forming a project team, selecting and customizing software, training employees, and going live. It stresses the importance of top management commitment, adapting to the software's best practices, selecting the right implementation team, and training. Finally, it concludes that a well-designed ERP system allows information sharing across the organization, resulting in cost savings and increased efficiency.
The document discusses Enterprise Resource Planning (ERP) systems. ERP systems integrate various business functions like manufacturing, sales, inventory, accounting etc into a single system. The document outlines the evolution of ERP from earlier software packages, describes key components and benefits of ERP like improved efficiency and information integration. It also discusses challenges in ERP implementation like costs, changes to business processes and resistance to change.
This document presents an approach for evaluating and selecting suitable CRM (customer relationship management) software packages. It introduces CRM and the need for evaluation. The methodology assesses published papers to develop criteria and an evaluation technique. The approach involves defining strategy and requirements, analyzing the CRM software market, evaluating packages based on functional criteria weighted using AHP (analytic hierarchy process). Limitations and future work are discussed, such as validating the approach by comparing it to completed CRM projects.
The document discusses the benefits of implementing an ERP system. It outlines direct benefits like improved efficiency and indirect benefits like better corporate image. Potential benefits of ERP implementation include reduced lead times, on-time shipments, reduced cycle times, and improved customer satisfaction. However, research found that 60% of ERP projects realized less than half of the expected benefits, with 27% realizing less than a third of benefits and 11% seeing no benefits at all. ERP implementations are complex and often do not deliver planned results due to difficulties integrating systems across departments.
ERP (Enterprise Resource Planning) software integrates various business functions and processes into a single system with a shared database. For ERP to be successful, it must provide client satisfaction through an overall solution fit, adequate training, and resolution of emergent issues. It should also provide return on investment through improved workflows, efficiency, and reduced costs. ERP fails when there is poor analysis, improperly configured software, insufficient training, lack of industry knowledge, or when projects bite off more than they can chew through large teams or inaccurate data. Key elements of success include proper analysis of business needs, benchmarking processes, documenting issues and designed solutions, and having a strong project team.
If you own a business, you might have come across the word ERP more often than not. People in your fraternity talk about it on a fairly regular basis and it seems to you as if it is the single most important thing that your business needs in order to grow. It thus becomes important for you to know what an ERP is – in case you aren’t already aware – and what value does it add to your business.
This document discusses Enterprise Resource Planning (ERP) software. It provides an overview of ERP functions such as finance, human resources, manufacturing, inventory, sales, and supply chain management. The document then describes the benefits of ERP systems, including tangible benefits like reduced costs and inventory as well as intangible benefits like increased flexibility and standardization. Finally, the document introduces the Aesthetic Tech ERP system and its key features and modules.
The document discusses Enterprise Resource Planning (ERP) systems, which integrate various business functions like manufacturing, sales, inventory, and accounting into a single system. It describes the evolution of ERP from earlier software, major reasons for adopting ERP like standardized processes, benefits like improved efficiency and decision making, components like finance and HR modules, challenges of implementation, and new developments in ERP technology.
This document contains a series of questions related to managing information technology. It includes questions about customer relationship management (CRM), enterprise resource planning (ERP), supply chain management (SCM), change management, global IT management challenges, strategies, and the procurement process. Popular commercial software packages for CRM, ERP, and SCM are also discussed.
This document provides guidance on how to choose a Customer Relationship Management (CRM) system. It discusses understanding the benefits of CRM, building a business case, forming a project team, identifying key requirements, evaluating potential systems, selecting a system, and implementing the system. The document aims to help organizations make an informed decision about which CRM solution best fits their needs.
What you must ask for finding an easy crm for smbConvergeHub
This document discusses what questions to ask when looking for an easy CRM for small to medium sized businesses. It identifies the key components of a CRM including salesforce automation, marketing automation, reporting and analytics, database sharing, mobile access, and third party integrations. The document recommends asking questions about business needs in these areas to find the right CRM solution. It promotes ConvergeHub as the #1 easiest converged CRM that has all necessary features at an affordable price.
This document discusses concepts related to customer relationship management (CRM) and its implementation. It covers CRM marketing initiatives, sales force automation, campaign management, call centers, practices of CRM in different sectors like consumer markets and services. It also discusses potential issues in CRM implementation like customer dissatisfaction, lack of resources or culture change, and recommends information technology tools to enable CRM like Hubspot, Zoho CRM, and defining a CRM roadmap.
CRM enables companies to maximize marketing efficiencies and develop long-term customer relationships through analyzing, planning, executing, and measuring all marketing activities. It supports critical marketing processes like technology-enabled selling, marketing resource management, segment and list management, call center management, campaign management, and lead management. CRM provides benefits like a single view of the customer, integrated multi-channel customer service, and measurable returns through more effective customer-focused communication and personalized marketing.
The document discusses the evolution and purpose of customer relationship management (CRM). It began as a way for companies to individually contact all customers in the 1980s but became unwieldy. Newer software in the 1990s made CRM more effective by allowing companies to better track customer data and give incentives to loyal customers. The purpose of CRM is to integrate customer-facing processes and automate them to improve customer service, gather customer insights, and strengthen relationships. However, some are concerned about potential privacy issues from companies collecting extensive customer data.
This document discusses how to maximize the potential of a CRM system. It begins by noting common challenges with CRM adoption and implementation. It then provides tips to increase adoption, such as communication plans, training videos, and initiatives to drive CRM use. The document outlines many capabilities of CRMs beyond basic reporting, such as marketing automation, service capabilities, and add-on applications. It emphasizes focusing on "actionable data" and continuity of CRM use. Finally, it suggests ways to extend the reach of a CRM through mobile apps, integrations, custom applications, and consulting support.
This document summarizes an Orgzit CRM solution that helps businesses organize customer information, collaborate internally and externally, and analyze key metrics to supercharge growth. It allows businesses to centralize customer data, streamline sales and service processes, provide insights to improve performance, and customize the solution. Implementing Orgzit has helped companies like Beth Living scale their dealer networks and bring different processes onto one integrated platform.
CRM Best Practices For Optimal Success In 2024.pdfCiente
CRM in 2024 is much more than just managing contacts. Read along to know how it is impacting businesses today and how to best implement it to achieve great success.
The document discusses CRM databases and their importance for managing customer relationships. It defines a CRM database as a system for storing customer data from interactions and transactions to provide accurate information for efficient customer service and communications. It also notes that CRM database management is key to successful CRM efforts and informed business decisions. The document outlines some of the main functions and benefits of CRM systems, including keeping customer details updated, tracking interactions, and facilitating information sharing across an organization.
The document discusses the key building blocks of a successful customer relationship management (CRM) strategy. It outlines eight building blocks: 1) CRM vision, 2) strategy, 3) valued customer experience, 4) organizational collaboration, 5) CRM processes, 6) CRM information, 7) CRM technology, and 8) CRM metrics. For each building block, the document provides details on what organizations should consider to develop an effective CRM strategy, including understanding customer needs, creating a customer-centric culture, collecting and analyzing customer data, and continuously improving processes. It also discusses challenges of CRM adoption and moving from a product-focused to customer-centric approach.
Readiness for CRM - 11 Steps to Plan & Prepare for CRMPreact Ltd
Presentation demonstrating 11 key steps to help businesses plan and prepare for Customer Relationship Management readiness.
Preact are a UK based consultancy partner helping organisations achieve outstanding success from their CRM strategy.
Visit http://www.preact.co.uk to learn more.
The World of CRM - SBDC - June 20 - 2016Brad Tornberg
1. The document discusses choosing the right CRM solution for a business. It covers what CRM is and isn't, the benefits of CRM, different types of CRM, and reviews various CRM solutions including standalone, integrated, and all-in-one options.
2. Key benefits discussed include solutions being tailored to a business, rapid deployment, intuitive user interfaces, and scalability. Types of CRM covered are analytical, collaborative, operational, geographic, and sales intelligence. The market for CRM solutions is explored along with pricing ranges.
3. The presentation ends with a discussion that emphasizes choosing a solution based on needs and strategy, trying tools before committing, and that no single solution is best
CRM Assessment eBook
CRM is a mixture of people, processes and technology, and if these three areas are not in alignment the CRM tool may not be as effective as it could be, and may not be leveraged by the individuals who could find vast benefits of such a tool. This tool can be used to help you understand who, what, where, when and how improvements to CRM processes, people and technology could be leveraged to improve any business.
CRM is a mixture of people, processes and technology, and if these three areas are not in alignment the CRM tool may not be as effective as it could be, and may not be leveraged by the individuals who could find vast benefits of such a tool. This tool can be used to help you understand who, what, where, when and how improvements to CRM processes, people and technology could be leveraged to improve any business.
This document provides an overview of an experience management unit at Victoria University. It includes details about the unit convenor, workshops and lectures, and assessments. The key topics covered are customer relationship management (CRM) and experience management, including definitions and examples. Group activities are also outlined that involve discussing CRM and experience management case studies.
Similar to Customer Relationship Management (CRM) (20)
● Distributed Database Management Systems Advantages and Disadvantages.
● Characteristics of Distributed Database Management Systems.
● Levels of Data and Process Distribution.
● Distributed Database Transparency Features.
● Transaction Performance and Failure Transparency.
This document provides an overview of data modeling concepts. It discusses the importance of data modeling, the basic building blocks of data models including entities, attributes, and relationships. It also covers different types of data models such as conceptual, logical, and physical models. The document discusses relational and non-relational data models as well as emerging models like object-oriented, XML, and big data models. Business rules and their role in database design are also summarized.
● Why Databases?
● Why Database Design is Important?
● The Database System Environment and Functions.
● Managing the Database System: A Shift in Focus.
This document discusses how the Internet of Things (IoT) and 5G networks will improve next-generation healthcare through smart healthcare platforms. It outlines key aspects of IoT like sensing technologies, connectivity, and challenges around privacy and security. It then describes how an IoT-enabled smart healthcare platform could utilize IoT cloud services, multiple handler nodes, and secure 5G networks to synthesize healthcare information and address security issues. The document concludes by asking if there are any questions.
Data Science is a field where we apply 'science' to available 'data' in order to get the 'patterns' or 'insights' which can help a business to optimize operations or improvise decisions.
Data Models [DATABASE SYSTEMS: Design, Implementation, and Management]Usman Tariq
In this PPT, you will learn:
• About data modeling and why data models are important
• About the basic data-modeling building blocks
• What business rules are and how they influence database design
• How the major data models evolved
• About emerging alternative data models and the needs they fulfill
• How data models can be classified by their level of abstraction
Author: Carlos Coronel | Steven Morris
In this PPT, you will learn:
• The difference between data and information
• What a database is, the various types of databases, and why they are valuable assets for
decision making
• The importance of database design
• How modern databases evolved from file systems
• About flaws in file system data management
• The main components of the database system
• The main functions of a database management system (DBMS)
E-marketing is a process of planning and executing the conception, distribution, promotion, and pricing of products and services in a computerized, networked environment, such as the Internet and the World Wide Web, to facilitate exchanges and satisfy customer demands.
ERP Implementation Challenges and Package SelectionUsman Tariq
ERP implementations have a nasty reputation for being challenging.
These challenges can lead to your ERP implementation project taking too much time and being over budget.
The result can be you being left with an underperforming solution. Or, you avoiding implementation of an ERP at all costs.
While the challenges are real, they shouldn’t stop you from implementing one.
Discuss overall trends in Internet access, usage, and purchasing around the world.
Define emerging economies and explain the vital role of information technology in economic development.
Outline how e-marketers apply market similarity and analyze online purchase and payment behaviors in planning market entry opportunities.
The document outlines the seven steps of an e-marketing plan:
1. Situation analysis involves reviewing environmental factors and conducting a SWOT analysis.
2. E-marketing strategic planning uncovers opportunities to formulate objectives and determine strategies through analyses.
3. Objectives specify tasks, measurable quantities, and timeframes to increase metrics like sales, market share, and customer relationships.
4. E-marketing strategies relate to the marketing mix and relationships to achieve objectives.
5. The implementation plan details tactics from the marketing mix and relationships to accomplish objectives.
6. The budget identifies expected returns to calculate costs, benefits, and ROI for marketing investments.
7. The evaluation plan establishes tracking systems to continuously
Strategic E-Marketing and Performance MetricsUsman Tariq
E-marketing means using digital technologies such as websites, mobile devices and social networking to help reach your customers, create awareness of your brand and sell your goods or services. The basics of marketing remain the same - creating a strategy to deliver the right messages to the right people.
Here are potential responses to the review questions:
1. What are the key risks of an ERP implementation project?
- Scope creep and changing requirements
- Inadequate integration infrastructure
- Impossible timelines and schedules
- Staff turnover
- Lack of change management procedures
- Inexperience of staff and management
- Resistance to new business processes
- Issues with a new integration platform
- Insufficient testing
2. What are some common disadvantages of ERP systems?
- High costs of implementation and customization
- Lengthy implementation timelines (1-3 years)
- Difficulty balancing customization needs vs flexibility
- Delay in realizing ROI and cost savings
- Need for extensive
E-Marketing (past, present, and future)Usman Tariq
This chapter discusses the past, present, and future of e-marketing. It distinguishes between e-business, e-commerce, and e-marketing. E-business optimizes a company's activities using digital technology, while e-commerce focuses on online transactions. E-marketing applies information technology to traditional marketing. The chapter also identifies trends that may shape the future of e-marketing, such as increasing transparency and the development of the semantic web.
ERP integrates business of an organization through a centralized database. The organizational data and transaction data are stored in the database. This data is a rich source of information. There are many software tools that would process the data and discover useful patterns. These techniques are referred to as data mining. The data from an ERP system may not be directly usable by data mining tools. The data may have to be pre-processed and made ready for data mining. A data warehouse is created from the ERP data that makes the data ready for data mining. An organization needs to interact with their suppliers for obtaining the raw material or semi-finished goods. They also need to interact with their retailers and dealers. These interactions may happen using EDI technology. Supply chain management (SCM) refers to managing suppliers and retailers. Customers are the reason why a business exists. The focus has changed from providing customer a product to providing a service built around the product. Customer relationship management (CRM) is the technology that helps an organization to manage its customers. CRM and SCM both integrate with ERP system and are collectively referred to as ERP-II.
In the computer industry, an enterprise is an organization that uses computers. A word was needed that would encompass corporations, small businesses, non-profit institutions, government bodies, and possibly other kinds of organizations. The term enterprise seemed to do the job. In practice, the term is applied much more often to larger organizations than smaller ones.
Thinking of getting a dog? Be aware that breeds like Pit Bulls, Rottweilers, and German Shepherds can be loyal and dangerous. Proper training and socialization are crucial to preventing aggressive behaviors. Ensure safety by understanding their needs and always supervising interactions. Stay safe, and enjoy your furry friends!
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
This presentation was provided by Steph Pollock of The American Psychological Association’s Journals Program, and Damita Snow, of The American Society of Civil Engineers (ASCE), for the initial session of NISO's 2024 Training Series "DEIA in the Scholarly Landscape." Session One: 'Setting Expectations: a DEIA Primer,' was held June 6, 2024.
Physiology and chemistry of skin and pigmentation, hairs, scalp, lips and nail, Cleansing cream, Lotions, Face powders, Face packs, Lipsticks, Bath products, soaps and baby product,
Preparation and standardization of the following : Tonic, Bleaches, Dentifrices and Mouth washes & Tooth Pastes, Cosmetics for Nails.
This presentation includes basic of PCOS their pathology and treatment and also Ayurveda correlation of PCOS and Ayurvedic line of treatment mentioned in classics.
Main Java[All of the Base Concepts}.docxadhitya5119
This is part 1 of my Java Learning Journey. This Contains Custom methods, classes, constructors, packages, multithreading , try- catch block, finally block and more.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
2. What is Customer Relationship Management
or CRM?
• Customer Relationship Management (CRM) is a strategy for managing
all your company’s relationships and interactions with customers and
potential customers. It helps you stay connected to them, streamline
processes and improve your profitability.
3. CRM (cont.)
• Customer Relationship Management enables you to focus on your
organization’s relationships with individual people – whether those
are customers, service users, colleagues or suppliers.
• CRM is not just for sales. Some of the biggest gains in productivity can come
from moving beyond CRM as a sales and marketing tool and embedding it in
your business – from HR to customer services and supply-chain management.
4. History of CRM
• 1980s: Database marketing emerges.
• 1980s: Database helped larger organizations rather then small who
only got survey type info.
• 1990s: Appears as a two-way communication device.
• 1990s: CRM leads to programs such as frequent flyer miles and bonus
points on credit cards.
• 2000s: Internet has helped expand from stagnant database and
allows off-site information storage.
• 2000s: Used most frequently in financial services, high tech
corporations & the telecommunications industry.
5. Why CRM matters
• If your business is going to last, you know that you need a strategy for
the future. You’ll already have targets relating to sales, business
objectives and profitability.
• But getting up-to-date, reliable information on your progress towards your
goals can be tricky.
• How do you translate the many streams of data coming in from sales teams, customer
service staff, marketers and social media monitoring into useful business information?
• Using a CRM system can give you a clear overview of your customers.
You can see everything in one place
• a simple, customizable dashboard that can tell you a customer's previous
history with you, the status of their orders, any outstanding customer service
issues, and more.
6. Why CRM matters (cont.)
• You can even choose to include information from their public social
media activity – their likes and dislikes, what they are saying and
sharing about you.
• Marketers can use CRM to better understand the pipeline of sales or
prospective work coming in, making forecasting simpler and more accurate.
• You'll have clear visibility of every opportunity or lead, showing you the clear path from
enquiries to sales.
• And though it’s traditionally been used as a sales and marketing tool,
customer service teams are seeing great benefits from CRM systems.
• Today’s customer might raise an issue in one channel – say, Twitter – and then
switch to email or telephone to resolve it in private.
• A CRM platform enables you to manage the enquiry across channels without losing
track.
7.
8. Life without CRM
• Your customers may be contacting you on a range of different platforms –
phone, email and social media. Asking questions, following up on orders or
complaining. Without a common platform for customer interactions,
communications can be missed or lost in the flood of information – leading
to an unsatisfactory response to your customer.
• Details can get lost, meetings are not followed up promptly and prioritizing
customers can be a matter of guesswork rather than a rigorous exercise based on
fact. And it can all be compounded if a key salesperson moves on.
• Even if you do successfully collect all this data, you’re faced with the challenge of making
sense of it. It can be difficult to extract intelligence. Reports can be hard to create and waste
valuable selling time. Managers can lose sight of what their team are up to in reality, which
means that they can't offer the right support at the right time – while a lack of oversight can
also result in a lack of accountability from the team.
10. CRM and ERP: What’s The Difference? (cont.)
• Enterprise Resource Planning (ERP) and Customer Relationship
Management (CRM) are two sides of the same profitability coin. ERP
and CRM are similar in many ways, as they are both used to increase
the overall profitability of a business.
• ERP is an invaluable tool for streamlining complex business processes.
Many small businesses start in a single room or small office. All of the
“departments” may be within earshot of each other. At that point,
software that can provide a real-time snapshot of every department
may be overkill. As the business grows, the need for, and benefits of,
ERP become clearer. If, at any time, a manager or executive doesn’t
know what’s going on in the departments they are responsible for,
the time for ERP has long since arrived.
11. Key Differences between CRM and ERP
1. CRM is defined as software that lets the organization to trace every transaction
with the clients and customers. ERP refers to a software program that helps the
company to manage its business processes, going on across the company.
2. ERP consolidates the information provided by various functional groups of the
organization through systems like CRM, Supply Chain Management (SCM),
Human Resource Management (HRM), etc.
3. ERP was developed earlier than CRM.
4. The CRM is mainly utilized in conducting back office activities, whereas ERP is
used in accomplishing back office activities.
5. CRM is oriented towards the management of customer relationship with the
enterprise while ERP is mainly concerned with planning the resources of the
organization to ensure its best possible use.
6. CRM focuses on increasing sales, but ERP gives emphasis on reducing costs.
12.
13. How CRM is built?
• Option 1: Begin with a CRM Strategy in Mind
• Think about replacing old systems completely
• Use new technologies to enhance customer connections
• Use new channels and touch points for greater CRM diversity
• Option 2: Selecting a Pre-Built CRM Package to Customize
• Off the shelf CRM systems are popular and many can be customized, which is important
when your brand wants to scale and tweak some essential functions. Most of the packages
available are alright, as long as they allow for customization! Some of the top solutions are
Salesforce.com, Microsoft Dynamics CRM and GoldMine if you need to pick one.
14. How CRM is built? (cont.)
• Option 3: The Case for the Custom CRM Build
• When given the opportunity to build a CRM system, many developers opt for a
custom build.
• This is because pre-built CRM software solutions are often generalized, there are lots of
features that you will never use or that don't apply to your brand. It's a trade-off that many
developers know well - complexity for convenience.
• To build CRM system infrastructure that is really going to benefit your company, you need to
consider all of these routes - because they can all be taken with varying measures of success.
• Example
✓ Having a default set of objects (Contacts, Opportunities...)
✓ Defining your own objects and fields
✓ Controlling access to objects and fields at a granular level
✓ Adding, searching, and deleting records of any type
✓ Validating data in those fields
✓ Basic reporting and exporting
✓ Managing users, logins, and passwords
15. CRM Objectives
• Improve Communication Efforts
• Distribute information to parents about program information or student
achievements
• Centralize student information and make it readily accessible across various
departments
• Improve cross channel communications and target their audience more
efficiently
• Support Recruiting Initiatives and Increase Student Retention
• Target new and current students, and track their interactions with the
university
• Measure department and student performance
• Create, manage and track events, and analyze various marketing initiatives
16. CRM Objectives (cont.)
• Manage Administrative Activities
• Monitor a department’s performance and help facilitate important decisions
that can be beneficial to them
• Stakeholder and departmental information can be digitalized and efficiently
managed with a CRM system
• Empower their stakeholder with mobile features that allow them to access
student information and resources
17. Questions need to ask yourself before
University CRM implementation
1. How often do you plan to communicate with your prospective students
(once, monthly, weekly)?
2. What types of communication are you most interested in initially? What
could you see yourself building down the road?
3. Through what channels do you want to communicate with your
prospective students (website, email, blog, social channels, mobile, all of
the above)?
4. How will you segment your communication? Will you have geo-targetted
or discipline specific content for students from specific countries or
wanting to study specific programmes at your university?
5. Is the software sophisticated enough for your intended usage? Or are
you looking for a simple, quick and easy solution with no commitment,
but more limited functionality?
18. How easy is the solution to use?
1. What sort of technical skills is required to use the platform? Will
you need a technical person in the team to manage the CRM
system?
2. Is there drag-and-drop functionality for your CRM system?
3. Does the platform have an overall user-friendly design?
4. Can content be created quickly to capitalise on short-run
campaigns?
5. Are there guides, blog posts and videos for quick reference and
troubleshooting that you can use to answer your most urgent
questions?
19. What applications and resources do you want
to link to CRM?
1. Your website to import new enquiries and leads
2. Accounting software to automate tuition payments or special
application payments
3. An online web-portal so prospective students can get updates
about their applications status
4. A phone system for automated dialing & call recognition
5. A file storage and indexing system to keep track of relevant
documents.
20. Design the CRM platform
1. Database
• The database layer is where all the stuff goes. There are a ton of options out there
for choosing a good database. In the case of this application, I've punted the
question entirely, made the database a dumb store using a NoSQL backend (for
now), and moved the core logic up into the metadata and security layers.
2. Metadata
1. Metadata is all about abstraction. Everything becomes either an Object or an
Object Field, and the combination of the two makes a Record. On the side are
Permissions and Permission Sets, and finally everything goes into a Namespace.
2. The important thing to note with the metadata layer is largely that it doesn't care
at all about business process or traditional CRM objects. There is no concept of
accounts, workflow rules, opportunities, or anything else of a higher-order
concern.
21. Design the CRM platform (cont.)
3. Security
• The metadata security layer contains all the rules around basic field security
and metadata-level validation:
• Is this field accessible? E.g., can I even see it.
• Am I allowed to write to it? For inserts/updates.
• Is it marked as frozen? A legal/compliance/auditing issue.
4. Platform
22. Top 5 CRM Trends for 2018
1. Content
2. Geo-location
3. Service & Customer Experience
4. Personalization and customization
5. Omnichannel
23. SAP CRM: New Interface
ComprehensiveSimple Flexible
Ease of use InnovationChoice
Modular components for
incremental business
initiatives
High user adoption and
user productivity
Flexible applications and
deployment
28. SAP CRM: Flexible
ComprehensiveSimple Flexible
Ease of use InnovationChoice
High user adoption and
user productivity
Flexible applications and
deployment
Modular components for
incremental business
initiatives
29. SAP CRM: Flexible
Easily add, re-position or re-
label fields
Visual Editor - what you see is
what you get
30. SAP CRM: Innovation
ComprehensiveSimple Flexible
Ease of use InnovationChoice
High user adoption and
user productivity
Flexible applications and
deployment
Modular components for
incremental business
initiatives
31. The complete SAP CRM Solution
Access ModesInteraction
Centre
Channel Mgt
E-Commerce
InteractionCenter
ChannelManagement
AccessModes
Analytics
Marketing Resource
Management
Segmentation & List
Management
Campaign
Management
Trade Promotion
Management
Lead Management
Sales
Planning &
Forecasting
Territory
Management
Accounts &
Contacts
Opportunity
Management
Quotation &
Order
Management
Pricing &
Contracts
Incentive &
Commission
Management
Time &
Travel
Service
Order
Management
Service
Contract
Management
Complaints
& Returns
In-House
Repair
Case
Management
Installed
Base
Management
Warranty
Management
Resource
Planning
Analytics
IndustryScenarios
E-commerce
32. SAP CRM: Industry scenarios
Telecommunications
Order Management
Financial Services
Full Service Leasing, Account Origination
Public Sector
Grantor Management
Social Services – Social Case Management
Life Sciences
Contract Lifecycle Management
Utilities
Residential Customer Care
Commercial & Industrial Customers
Travel & Transport
Electronic Toll Collection
Consumer Products
Trade Promotions Management
High Tech
Channel Funds / Channel Sales
Media
Intellectual Property Management
33. SAP CRM: Business Communication
All-software based integrated communications
and business process applications
Isolated communications
and systems silos
Range of
Standard
Terminals
Software
Applications
SAP BCM (Communications apps)
Office Contact Mobile
Telephony Center Telephony
Standard IT
and Network
Infrastructure
Agents Field
workers
Remote
agents
Corporate
telephony users
Traveling
experts
Automated
services
OfficeTelephony
ContactCenter
MobileTelephony
ITSystems
Diversity of
Users
Multiple
Communications
Channels
SAP CRM
(Process
apps)
IP
Hardphones
PC
Desktops
Mobile
Terminals
PSTN/
IN
IP
Mobile
Networks
34. SAP CRM: Enterprise Services
Decouple the underlying system functions
Enable “mash ups” of reporting, transactions,
non-SAP systems etc
Access the system the way you want: “paper
like” forms, dashboards Outlook, widgets,
mobile
Preserve integrity of business information
35. SAP CRM Framework Architecture
Presentation Layer
Business Layer
Business Application