Customer Relationship Management Presented By: Shan Gu Cristobal Vaca Amber Vargas Jasmine Villasenor- Team Leader Xiaoqi Zhou 1 IST 309 Professor He Group 10 3/18/20 23-25 minute presentation Overview Introduction to Customer Relationship Management (CRM) Objectives of CRM Different forms of CRM Examples of businesses that use CRM The problem, context, & architecture of CRM The state of art & current best practices of CRM Advantages and Disadvantages of CRM Recommendations 2 Introduction to CRM Customer relationship management (CRM) is an approach to manage a company's interaction with current and potential customers It’s seen as both an organizational strategy & information technology Takes form in various systems and applications Builds sustainable long-term customer relationships that create value for both the company and it’s customers Contributes to customer retention & expansion of their relationships with advantageous existing customers Obtains new customers 3 It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth. CRM helps companies acquire new customers and retain and expand their relationships with profitable existing customers. Retaining customers is particularly important because repeat customers are the largest generator of revenue for an enterprise. Also, organizations have long understood that winning back a customer who has switched to a competitor is vastly more expensive than keeping that customer satisfied in the first place. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability. Objectives Who is CRM for? Large businesses Small businesses Customers of both types of businesses listed above 4 Key Features: stay connected to customers streamline processes provide visibility & easy access to data improve efficiency & profitability How does CRM benefit businesses? Provides a clear overview of your customers Can be used as both a sales and marketing tool Contributes information from HR → Customer service → Supply-chain management A CRM system gives eve#ryone — from sales, customer service, business development, recruiting, marketing, or any other line of business — a better way to manage the external interactions and relationships that drive success. A CRM tool lets you store customer and prospect contact information, identify sales opportunities, record service issues, and manage marketing campaigns, all in one central location — and make information about every customer interaction available to anyone at your company who might need it. 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. E.

1. Customer Relationship Management
Presented By:
Shan Gu
Cristobal Vaca
Amber Vargas
Jasmine Villasenor- Team Leader
Xiaoqi Zhou
1
IST 309
Professor He
Group 10
3/18/20
23-25 minute presentation
Overview
Introduction to Customer Relationship Management (CRM)
Objectives of CRM
Different forms of CRM
Examples of businesses that use CRM
The problem, context, & architecture of CRM
The state of art & current best practices of CRM
Advantages and Disadvantages of CRM
Recommendations
2

2. Introduction to CRM
Customer relationship management (CRM) is an approach to
manage a company's interaction with current and potential
customers
It’s seen as both an organizational strategy & information
technology
Takes form in various systems and applications
Builds sustainable long-term customer relationships that create
value for both the company and it’s customers
Contributes to customer retention & expansion of their
relationships with advantageous existing customers
Obtains new customers
3
It uses data analysis about customers' history with a company
to improve business relationships with customers, specifically
focusing on customer retention and ultimately driving sales
growth.
CRM helps companies acquire new customers and retain and
expand their relationships with profitable existing customers.
Retaining customers is particularly important because repeat
customers are the largest generator of revenue for an enterprise.
Also, organizations have long understood that winning back a
customer who has switched to a competitor is vastly more
expensive than keeping that customer satisfied in the first place.
The goal is simple: Improve business relationships. A CRM
system helps companies stay connected to customers, streamline
processes, and improve profitability.
Objectives

3. Who is CRM for?
Large businesses
Small businesses
Customers of both types of businesses listed above
4
Key Features:
stay connected to customers
streamline processes
provide visibility & easy access to data
improve efficiency & profitability
How does CRM benefit businesses?
Provides a clear overview of your customers
Can be used as both a sales and marketing tool
Contributes information from HR → Customer service →
Supply-chain management
A CRM system gives eve#ryone — from sales, customer
service, business development, recruiting, marketing, or any
other line of business — a better way to manage the external
interactions and relationships that drive success. A CRM tool
lets you store customer and prospect contact information,
identify sales opportunities, record service issues, and manage
marketing campaigns, all in one central location — and make
information about every customer interaction available to
anyone at your company who might need it.
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.
Examples of businesses using CRM
Various forms of business can utilize the many benefits CRM

4. systems have to offer
Small business such as barbershops and salons use CRM
applications such as Booksy
Booksy is a mobile/web application that offers:
Easy appointment scheduling
Comprehensive POS system
Valuable e-marketing tools
5
https://youtu.be/QYQouCKr_BU
https://youtu.be/zPKK_yKQLEE
Examples of businesses using CRM, continued…
Salesforce is a CRM platform that gives all your departments
— including marketing, sales, commerce, and service — a
single, shared view of every customer.
Over 150,000 companies, both small & large, are employing
Salesforce to grow their business
“We listen to our customers … and Salesforce connects us to
those customers faster than ever before.”- JOHN LEGERE, CEO
of T-Mobile
“The Salesforce team has become part of the (RED) family.”-
DEB DUGAN, CEO of (RED)
6
https://youtu.be/zxO49kFkl0Q
https://youtu.be/A7AEc-B2PKQ

5. The Problem
Businesses using CRM can be mislead by the abundance of
options there are available to them
Could potentially lead them to purchasing the wrong platform
for their business
Which could result in a financial loss
Another problem that face CRM implementation is insufficient
experts
Some companies are not properly educated in this particular
business operating system
Some companies may assume that a CRM system is as simple as
installing and letting it work on its own- without realizing that
it may require system updates and maintenance
7
The Context
As a way to enhance and promote the relationships between the
company and its clients
CRM has come in as a technology that improves the
interrelationship between the trusted customers as well as the
potential customers with the company
Some of the ways that CRM is used to improve company-
customer relationship include promoting effective
communication in the company, efficiency, & overall
organization

6. CRM has created a lot of new jobs within the IT field
8
https://youtu.be/qBtYfsoh9U8
The Architecture
There are three fundamental components in CRM:
Operational - automation of basic business processes
(marketing, sales, service)
Analytical - analysis of customer data and behavior using
business intelligence
Collaborative - communicating with clients
9
State of Art
NetSuite CRM by Oracle is cloud-based and ideal for small and
midsize organizations
It is used by a variety of different industries.
The iPhone app allows you to use the software functions on the
go.
Offers all the key features that make CRM useful for a business.
(E-commerce, data analytics, and marketing analytics.
10

7. Current Best Practice
The current state of CRM is much more efficient due to cloud
based services.
Cloud based CRM has made the installation process hassle-free.
Cloud CRM makes it possible for information to be replaced if
something were to occur
11
Advantages & Disadvantages
Advantages: Lowers overall cost without paperwork, increased
productivity.
Businesses can target certain customers based off their
purchasing behavior and increase sales.
Disadvantages: CRM eliminates the human element that many
customers look for.
Having to train employees can be a challenge especially if there
a different features in an application for staff and managers.
12

8. Recommendations
We would recommend CRM platforms to become more easily
and readily available through mobile applications
Eg. IOS & Android softwares
We recommend that more CRM platforms offer trials terms of a
minimum of 30 days
We recommend more CRM systems to advertise through social
media platforms
Eg. Twitter, Instagram, Facebook, etc.
13
Conclusion
Overall we have discussed CRM and the benefits it can provide
for a business.
It provides information for businesses to understand their
customers.
CRM can be used in the form of call logs, emails, ss interaction,
recording files, call popups, and fax sending.
These forms are able to create a database for companies to go
off of which can create an analysis to better their company and
create customer loyalty.
All these are able to improve business relationships with
customer to focus on customer retention and ultimately driving
sales growth.
14
CRM is a great technology tool for managing all of a company’s
relationships and interactions with customers and potential

9. customers.
References
“CRM 101: What Is CRM?” Salesforce.com,
www.salesforce.com/crm/what-is-crm/.
Rainer, R. Kelly, and Brad Prince. Introduction to
Information Systems: Supporting and Transforming Business.
John Wiley & Sons, Inc., 2020.
15
Questions?
16
· Signature Assignment – worth 400pts: For the assignment this
week you will develop a PowerPoint presentation and have a
choice between:
· 1. Writing extensive speaker notes in the PPT in the notes
section (without audio) – upload the PPT to the dropbox
· -OR-
· 2. Developing a recorded video as an audio of the slides which
offers an audio of the speaker notes. This choice will require it
to be recorded in a program that allows the recording to be

10. uploaded as an mp4 into the dropbox (screencast-o-matic works
for this) or share the direct link to the video (YouTube works
for this). – keep this under 7 minutes if possible
· The PPT should consist of a title slide as the first slide, an
objective slide as the second slide (what you will be going over
in the presentation), 17 content slides, and a reference slide. –
that is a total of 20 slides. Please review the course directions
and the Rubric for the Signature Assignment.
· For this assignment you will be considering multisystem
issues, specifically renal, pulmonary, circulatory. The slides
should consist of:
· Title Slide (1 slide)
· Objective slide (1 Slide)
· Choose one specific illness, disorder, disease and explain (2-3
slides)
· *Describe interrelationship with renal, pulmonary, circulatory
systems
· *Identify/describe how an alteration in one system may affect
one or more of the other two body systems
· *Explain how the body tries to compensate for a disorder, with
assistance or reliance on another body system
(*these 3 items above should be at least 15 slides total)
· Reference slide (1 slide)
· PPT Tips:
· Keep the words minimum on the slides and explain the content
further in the speaker notes section of the PPT or in the audio.
The notes section is explained in the webinar below.
· Please notice that the Rubric has as two heavily weighted
criterion that must be met to gain these points and are often
missed by students:
· Criterion: Presentation Weight: 20% - this requires a colorful
design (not just white background) and all the slides organized
professionally with a title, objective, and reference slide.
· Criterion: Use of Multimedia, Graphics, Diagrams, and/or
Illustrations Weight: 20% - this requires at least three pictures,
diagrams, or smartart

11. · Please review the BIO2220 How to Gain Full Points on
Assignments document shared in Week 1 for more directions on
expectations for PPTs and also this webinar for formatting,
citing, and referencing in PPTs: https://screencast-o-
matic.com/watch/cqhZqgT2Fu
Again, important requirements for this week:
· NOTES SECTION OR AUDIO VIDEO IS REQUIRED