How to select CRM systems. Features and factors to be considered .

•

0 likes•13 views

What are the factors to be considered while choosing a CRM system. What re the factors which impact CRM system selection in an organisation.

Marketing

Customer Relationship
Management
Selecting CRM Tools
Presented by
Rahul Upadhyay
1

Choosing The Right CRM
SME Use Case – Building Contractor

Gartner’s CRM model
Competencies for success

Top-level CRM application
functionality categories

CRM At Work
Process
Define
CRM Vision
Evolve CRM
Strategy
Roadmap Priority List
Requirement
List
Evaluate
Products
Develop
Implementation
Plan

CRM Vision
The Starting Point
Defines the
Objectives
Reference Point
for Internal &
external
customers
Outlines
Organisational
Priorities &
ambitions
Defines
expectation and
success
parameters
CRM vision provides an opportunity to examine the strategies and processes that
provide the functional framework of an organization and compare them to the
organization's goals and aspirations for the present and the future

CRM Vision
Developing the Vision
What are our most important goals?
How do our departments achieve those goals?
How do those teams relate to each other and interact?
Could they work together more effectively?

CRM Strategy
Building Blocks
10
Plan round
Customers
Voice of the
customer
Two way
communication

CRM Roadmap
• Objectives of the CRM project
• Delivery Timelines
• No. of Phases
• Phase wise Milestones
• Phase wise Deliverables
• Success parameters
• Team Responsible
• Documentation
• Related aspects
12

Selecting the CRM Tools
Two approaches
13
Business Req. driven
- Process & Vision driven
CRM Program.
Bottoms Up
- Technology driven
- Ad hoc
-Purpose driven

Req. driven CRM Program.
Define CRM functionality
15
Requirements – Defining Business need, pain or Problem
Functionality – Defining functionality needed to
address the problem .
CRM Product- Defining the Products that support the
identified functionality
Identify the Key aspects of Business that need to be supported with Technology

Req. driven CRM Program.
Defining Requirements
16
►An Internal team of Stakeholders
►Written Down Requirements
►Requirements Analysis
►Process Changes Required
►Cost Benefit Analysis

Req. driven CRM Program.
Defining Technical Requirements
Integration & Connection
requirements
Processing & performance
Requirements
Security Requirements
Reporting Requirements
Usability Requirements
Function – enabling features
Performance requirements
Availability requirements
Flexibility requirements
17

Req. driven CRM Program.
RFP
18
• Statement of Work (SOW)
• Budget
• Timeline
• Eligibility & Evaluation Criteria
RFP is a
document that
businesses use to
solicit proposals
from vendors

Req. driven CRM Program.
Partner search – key questions
• Product features
• Compatibility
• Product evolution
• Past experience
• Data Migration features
• Data extraction
• Templates available
• Analytics features
• Implementation time line
• Implementation & support
• Customisation possibilities
• Other clients
• References
19

Req. driven CRM Program.
Price discussions
20
Trial Period
Product usability
Promise Vs reality
Price Vs RoI

Req. driven CRM Program
Alternate Route – In house development . Why ?
21
Specialised CRM Unavailable
Features
Costs Security

In-House Development
A Startup experience
22

Req. driven CRM Program
Cloud based (Saas) or On-premise ?
23
The Cloud
Advantage
Robust Infrastructure
Speed of Implementation
Expertise
SLAs
Scalability
Costs

Req. driven CRM Program
SAAS evaluation Parameters
24
Disadvantages Limitations on customization
Complexity
Integration with legacy systems
Data security
Service
Time taken

Req. driven CRM Program
SAAS evaluation Parameters
25
Integration with legacy systems
Data security
Functionality
Industry experience
Analysis & Reporting functionality
Reliability
References
SLAs
Support available

Req. driven CRM Program
Tool Selection Checklist
26
The Team diversity & composition
Clarity on expectations from the CRM system
Build Vs. Buy
Choose from Customer’s PoV
Select the right implementation partner
Align Business processes and functions to optimize CRM output

Similar to How to select CRM systems. Features and factors to be considered .

Our team of SAP specialists have a broad base of skills and experience that provide you with the best license optimization possible. • Access to SAP licensing and product specialists with years of industry and hands-on large enterprise project experience. • Commercial and contractual know-how of SAP licensing with tried and tested negotiation experience. • SAP contract and product use rights specialists. • SAP security and basis technicians specializing in licensing and user optimization.

SAP License Services by Crayon Software Experts

m. gravesteijn ? create & connect

Design Requirements Training

Kathy Vinatieri

iGrafx | Business Process Management Solution Provider | ProServ UAE

ProServ

General 02 sf tech tour on24 case study

Scribe Software Corp.

Oracle apps crm online training , oracle crm certification courses

magnificsmile

We all know that process improvement projects bring clear benefits to the company: less waste, decreased cycle and throughput time, less defects – just to name a few. But determining which projects to undertake for maximum return can be a challenge. Dr. Hefner will present several considerations for selecting which improvement projects to invest in. During this session you will learn: * How to generate process improvement projects based on your business goals * The importance of internal and external customers in identifying improvements * How to prioritize projects with and without direct ROI * How project selection matures over time

Identifying and Prioritizing BPM Projects Based on Quick Wins and Clear Fin...

rhefner

IWSM2014 Workshop FPA and quality metrics in contracts (Harold van Heeringen)

Nesma

iExtensions CRM

shoaibnz

20151209 BPR Workshhop

Rick VARGAS

IBM SAP SuccessFactors Overview

IBM

CRMIT Solutions Fixed Scope Offering for Oracle Sales Cloud

CRMIT

Salesforce Miami User Group Event - 3rd Quarter

SkyPlanner

Many organizations today are using a Modern Business Intelligence Platform or Big Data to eliminate Customer Blind Spots. When most firms refer to Big Data, they are not necessarily using “BIG” data, the term is used interchangeably with Analytics by most of our Customers. Organizations today are increasingly relying on Data to make strategic decisions. Marketing Departments are using Predictive analytics to identify the Prospects or segments that will give their firms the most “lift” and thus highest ROI. What are Customer Blind Spots? Gaps in your view of the customer relationship across time No formal social media listening data Lack of cross-device identity Inability for organizations to deliver personalized customer experiences Inability to apply predictive analytics to customer behavior to optimize products and services What are the Challenges to eliminate blind spots? Disparate Data sources Multiple Sources of the truth Growth in Data Volumes Data Migration Challenges Fundamental Considerations for a Customer 360 project Customer 360 project should focus on making substantial improvements in 5 key areas: Improve data quality, create Linkages across our various systems, centralize disparate information, transform the data to enable action and insights, and streamline the manner in which data is accessed and available. Each pillar contains a stream of work broken into parallel paths to accelerate the rollout and adoption of the platform. If you’re attending @Oracleopenworld (#oow16) and are considering a project to build a Customer 360-degree view by eliminating Customer Blind spots, please join us for our session to learn more on this subject including a customer case study. We look forward to a great session and stimulating conversations. Building a Complete View Across the Customer Experience on Oracle BI Cloud Service [CON3730] Monday, Sep 19, 4:15 p.m. – 5:00 p.m. | Moscone West – 2006

Building a Complete View Across the Customer Experience on Oracle BICS

Shiv Bharti

ARMS_Corporate Presentation

Anand Murali

CRM Consulting Services RFP

Demand Metric

As many Customer Relationship Management software vendors have upped their game, CRM selection has become more complex over the last several years. The playing field is more level than ever. While healthy competition ultimately benefits all organizations, an abundance of choices makes it more difficult for those tasked with selecting the right CRM solution for their company to achieve the optimal outcome. We have used this process to help many organizations select the best-fit CRM system and maximize its value. Read the full blog post: https://crmswitch.com/buying-crm/selection/

7-Step CRM Planning & Selection Process.pptx

CRM Switch

CRM Solution Blueprint

BrainSell Technologies

What is Collaborative Productivity?

Productivity Advisors

QCards: Dynamics CRM and CPQ

QuantiQ Technology

CRM Program Playbook

Demand Metric

Similar to How to select CRM systems. Features and factors to be considered . (20)

SAP License Services by Crayon Software Experts

Design Requirements Training

iGrafx | Business Process Management Solution Provider | ProServ UAE

General 02 sf tech tour on24 case study

Oracle apps crm online training , oracle crm certification courses

Identifying and Prioritizing BPM Projects Based on Quick Wins and Clear Fin...

IWSM2014 Workshop FPA and quality metrics in contracts (Harold van Heeringen)

iExtensions CRM

20151209 BPR Workshhop

IBM SAP SuccessFactors Overview

CRMIT Solutions Fixed Scope Offering for Oracle Sales Cloud

Salesforce Miami User Group Event - 3rd Quarter

Building a Complete View Across the Customer Experience on Oracle BICS

ARMS_Corporate Presentation

CRM Consulting Services RFP

7-Step CRM Planning & Selection Process.pptx

CRM Solution Blueprint

What is Collaborative Productivity?

QCards: Dynamics CRM and CPQ

CRM Program Playbook

Recently uploaded

Saudi Arabia [ Abortion pills) Jeddah/riaydh/dammam/+918761049707☎️] cytotec tablets uses abortion pills 💊💊 How effective is the abortion pill? 💊💊 +918761049707) "Abortion pills in Jeddah" how to get cytotec tablets in Riyadh " Abortion pills in dammam*💊💊 The abortion pill is very effective. If you’re taking mifepristone and misoprostol, it depends on how far along the pregnancy is, and how many doses of medicine you take:💊💊 +918761049707) how to buy cytotec pills At 8 weeks pregnant or less, it works about 94-98% of the time. +918761049707[ 💊💊💊 At 8-9 weeks pregnant, it works about 94-96% of the time. +918761049707) At 9-10 weeks pregnant, it works about 91-93% of the time. +918761049707)💊💊 If you take an extra dose of misoprostol, it works about 99% of the time. At 10-11 weeks pregnant, it works about 87% of the time. +918761049707) If you take an extra dose of misoprostol, it works about 98% of the time. In general, taking both mifepristone and+918761049707 misoprostol works a bit better than taking misoprostol only. +918761049707 Taking misoprostol alone works to end the+918761049707 pregnancy about 85-95% of the time — depending on how far along the+918761049707 pregnancy is and how you take the medicine. +918761049707 The abortion pill usually works, but if it doesn’t, you can take more medicine or have an in-clinic abortion. +918761049707 When can I take the abortion pill?+918761049707 In general, you can have a medication abortion up to 77 days (11 weeks)+918761049707 after the first day of your last period. If it’s been 78 days or more since the first day of your last+918761049707period, you can have an in-clinic abortion to end your pregnancy.+918761049707 Why do people choose the abortion pill? Which kind of abortion you choose all depends on your personal+918761049707preference and situation. With+918761049707medication+918761049707 abortion, some people like that you don’t need to have a procedure in a doctor’s office. You can have your medication abortion on your own+918761049707schedule, at home or in another comfortable place that you choose.+918761049707 You get to decide who you want to be with during your abortion, or you can go it alone. Because+918761049707medication abortion is similar to a miscarriage, many people feel like it’s more “natural” and less invasive. And some+918761049707 people may not have an in-clinic abortion provider close by, so abortion pills are more available to+918761049707 them. +918761049707 Your doctor, nurse, or health center staff can help you decide which kind of abortion is best for you. More questions from patients: Saudi Arabia+918761049707 CYTOTEC Misoprostol Tablets. Misoprostol is a medication that can prevent stomach ulcers if you also take NSAID medications. It reduces the amount of acid in your stomach, which protects your stomach lining. The brand name of this medication is Cytotec®️.+918761049707) Unwanted Kit is a combination of two medicines, which is used fo

Top Abortion Clinic in Muscat +918761049707!!!!!!!!!!! Get Cytotec kit availa...

ahmedjiabur940

Micro-Choices, Max Impact Personalizing Your Journey, One Moment at a Time.pdf

Piyush Kumar

SP Search Term Data Optimization Template.pdf

PauleneNicoleLapira

Going to mass markets to find buyers has some disadvantages for client outreach outside the marketplace. The biggest problem with this is that you can't really define what services you actually specialize in. But you can easily define yourself if you work in a niche specific market. In this slide I've showed you how you can carve out one or more profitable niches for providing client services outside of the marketplace. You can join my telegram group to get my exclusive list of 100 niches Telegram: https://t.me/clientoutreachmastermind

Niche Analysis for Client Outreach Outside Marketplace.pptx

Ahnaf Tahmid Haque

Meeting Koordinasi All Team Sales dan Marketing Departement

ZkieRabozen

Personal Brand Exploration Selk_Ingrid_DMBS_PB1_2024-01.pptx

IngridSelk

Global Trends in Market Reserch & Insights - Ray Poynter - May 2023.pdf

MROC Japan

HOW TO HANDLE SALES OBJECTIONS | SELLING AND NEGOTIATION

pratheeshraj987

It’s never been easier to get your Google Shopping Ads campaigns up and running…but there’s also never been this much competition. So how can you ensure you’re maximizing ROI on your ad spend? Let us help. Watch this panel discussion tailored for retailers and brands eager to elevate their ecommerce strategy through Google Shopping Ads. You’ll hear the ways to craft compelling product listings using Google Merchant Center Next, strategically bid on keywords, and leverage audience targeting to reach the right customers at the right time. We’ll show you: - How to reduce costs while maximizing ROI using the entire Google Ads ecosystem. - The ways to target new shoppers with keyword bidding while maintaining engagement with your current audience. - How to set up Google Shopping feeds flawlessly with Google Merchant Center Next. In this engaging session, Bryan Butler, Joshua Young, and Ben Riggle will unpack the ways to create powerful product listings and measure your success using best-in-class metrics. If you’re an ecommerce brand or retailer using Google Shopping Ads, you won’t want to miss this discussion.

[Expert Panel] New Google Shopping Ads Strategies Uncovered

Search Engine Journal

Killer Packaging__Published in PrintAction

Victoria Gaitskell

TAM_AdEx-Cross_Media_Report-Banking_Finance_Investment_(BFSI)_2023.pdf

Social Samosa

Social Media Marketing Portfolio - Maharsh Benday

MaharshBenday

The seven principles of persuasion by Dr. Robert Cialdini

Surya Prasath

Resumé Karina Perez | Digital Strategist

Karina Perez

Macro PDF - How a Global Partner Marketing Concierge Team Can Drive Channel R...

Macromator Inc.

INCOME TAXATION- CHAPTER 13-A ADDITIONAL CLAIMABLE COMPENSATION EXPENSE

RicaAbellanosa

ch05.ppt Strategies in marketing channel

ahmedjaura1

Elevate Your Brand with Billion Broadcaster's Horizontal Lift Advertising

VikasYadav194549

Aiizennxqc Digital Marketing | SEO & SMM

aiizennxqc

The Impact Of Social Media Advertising.pdf

ishikajaiswal116

Recently uploaded (20)

Top Abortion Clinic in Muscat +918761049707!!!!!!!!!!! Get Cytotec kit availa...

Micro-Choices, Max Impact Personalizing Your Journey, One Moment at a Time.pdf

SP Search Term Data Optimization Template.pdf

Niche Analysis for Client Outreach Outside Marketplace.pptx

Meeting Koordinasi All Team Sales dan Marketing Departement

Personal Brand Exploration Selk_Ingrid_DMBS_PB1_2024-01.pptx

Global Trends in Market Reserch & Insights - Ray Poynter - May 2023.pdf

HOW TO HANDLE SALES OBJECTIONS | SELLING AND NEGOTIATION

[Expert Panel] New Google Shopping Ads Strategies Uncovered

Killer Packaging__Published in PrintAction

TAM_AdEx-Cross_Media_Report-Banking_Finance_Investment_(BFSI)_2023.pdf

Social Media Marketing Portfolio - Maharsh Benday

The seven principles of persuasion by Dr. Robert Cialdini

Resumé Karina Perez | Digital Strategist

Macro PDF - How a Global Partner Marketing Concierge Team Can Drive Channel R...

INCOME TAXATION- CHAPTER 13-A ADDITIONAL CLAIMABLE COMPENSATION EXPENSE

ch05.ppt Strategies in marketing channel

Elevate Your Brand with Billion Broadcaster's Horizontal Lift Advertising

Aiizennxqc Digital Marketing | SEO & SMM

The Impact Of Social Media Advertising.pdf

How to select CRM systems. Features and factors to be considered .

1. Customer Relationship Management Selecting CRM Tools Presented by Rahul Upadhyay 1

2. Choosing The Right CRM SME Use Case – Building Contractor

3. Gartner’s CRM model Competencies for success

4. Top-level CRM application functionality categories

5. CRM At Work Process Define CRM Vision Evolve CRM Strategy Roadmap Priority List Requirement List Evaluate Products Develop Implementation Plan

6. CRM At Work Strategy Development

7. CRM Vision The Starting Point Defines the Objectives Reference Point for Internal & external customers Outlines Organisational Priorities & ambitions Defines expectation and success parameters CRM vision provides an opportunity to examine the strategies and processes that provide the functional framework of an organization and compare them to the organization's goals and aspirations for the present and the future

8. CRM Vision Developing the Vision What are our most important goals? How do our departments achieve those goals? How do those teams relate to each other and interact? Could they work together more effectively?

9. CRM Vision Example

10. CRM Strategy Building Blocks 10 Plan round Customers Voice of the customer Two way communication

11. CRM Strategy CEO Speak- Merkle 11

12. CRM Roadmap • Objectives of the CRM project • Delivery Timelines • No. of Phases • Phase wise Milestones • Phase wise Deliverables • Success parameters • Team Responsible • Documentation • Related aspects 12

13. Selecting the CRM Tools Two approaches 13 Business Req. driven - Process & Vision driven CRM Program. Bottoms Up - Technology driven - Ad hoc -Purpose driven

14. Selecting the CRM Tools 14

15. Req. driven CRM Program. Define CRM functionality 15 Requirements – Defining Business need, pain or Problem Functionality – Defining functionality needed to address the problem . CRM Product- Defining the Products that support the identified functionality Identify the Key aspects of Business that need to be supported with Technology

16. Req. driven CRM Program. Defining Requirements 16 ►An Internal team of Stakeholders ►Written Down Requirements ►Requirements Analysis ►Process Changes Required ►Cost Benefit Analysis

17. Req. driven CRM Program. Defining Technical Requirements Integration & Connection requirements Processing & performance Requirements Security Requirements Reporting Requirements Usability Requirements Function – enabling features Performance requirements Availability requirements Flexibility requirements 17

18. Req. driven CRM Program. RFP 18 • Statement of Work (SOW) • Budget • Timeline • Eligibility & Evaluation Criteria RFP is a document that businesses use to solicit proposals from vendors

19. Req. driven CRM Program. Partner search – key questions • Product features • Compatibility • Product evolution • Past experience • Data Migration features • Data extraction • Templates available • Analytics features • Implementation time line • Implementation & support • Customisation possibilities • Other clients • References 19

20. Req. driven CRM Program. Price discussions 20 Trial Period Product usability Promise Vs reality Price Vs RoI

21. Req. driven CRM Program Alternate Route – In house development . Why ? 21 Specialised CRM Unavailable Features Costs Security

22. In-House Development A Startup experience 22

23. Req. driven CRM Program Cloud based (Saas) or On-premise ? 23 The Cloud Advantage Robust Infrastructure Speed of Implementation Expertise SLAs Scalability Costs

24. Req. driven CRM Program SAAS evaluation Parameters 24 Disadvantages Limitations on customization Complexity Integration with legacy systems Data security Service Time taken

25. Req. driven CRM Program SAAS evaluation Parameters 25 Integration with legacy systems Data security Functionality Industry experience Analysis & Reporting functionality Reliability References SLAs Support available

26. Req. driven CRM Program Tool Selection Checklist 26 The Team diversity & composition Clarity on expectations from the CRM system Build Vs. Buy Choose from Customer’s PoV Select the right implementation partner Align Business processes and functions to optimize CRM output

27. 27 Selecting the CRM Tools Expert Speak

28. 28 Selecting the CRM Tools Summary

How to select CRM systems. Features and factors to be considered .

Recommended

Recommended

More Related Content

Similar to How to select CRM systems. Features and factors to be considered .

Similar to How to select CRM systems. Features and factors to be considered . (20)

More from seniorshelf.com

More from seniorshelf.com (11)

Recently uploaded

Recently uploaded (20)

How to select CRM systems. Features and factors to be considered .