What is CRM? Why CRM is needed?
Technology Consideration of CRM, Steps Before Implementing CRM,Stages of Technology Implementation, Customer Intelligence, Customer Life Cycle Management, E-CRM, Frame Work of E-CRM, SIX “Es” IN E-CRM, E-CRM Architecture
This chapter provides the basics of Electronic Customer Relationship Management and gives a clear idea about the e-CRM. It also gives the knowledge of changing perspective of the e-CRM practices
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
This chapter provides the basics of Electronic Customer Relationship Management and gives a clear idea about the e-CRM. It also gives the knowledge of changing perspective of the e-CRM practices
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
Electronic Customer Relationship Management (E-CRM)
E-CRM This concept is derived from E-commerce. It also uses net
environment i.e., intranet, extranet and internet
Definition of E-CRM: Electronic CRM concerns all forms of managing
relationships with customers making use of Information Technology (IT).
E-CRM (Electronic Customer Relationship Management) expands the
traditional CRM techniques by integrating new electronic channels, such
as Web, wireless, and voice technologies and combines it with e-business
applications into the overall enterprise CRM strategy.
The goal is to drive consistency within all channels relative to sales,
customer service and marketing initiatives to achieve a flawless customer
experience and maximize customer satisfaction, customer loyalty and
revenue.
Lundi 27 octobre 2014
Groupe Architecture
Sujet: Microsoft Dynamics CRM, vue d'ensemble de la plateforme et architecture de solution 101
Conférencier: Salim Adamon
Avec les nombreux ajouts de fonctionnalités effectués par Microsoft sur sa plateforme Dynamics CRM au cours des dernières années, le produit se compare de plus en plus aux acteurs majeurs dans le domaine du CRM et commence à acquérir une grande part du marché partout dans le monde. En tant qu’architecte de solution travaillant avec des technologies Microsoft, il est important de connaître les atouts de la plateforme Dynamics CRM afin de pouvoir envisager son utilisation si elle répond à des besoins existants et d’économiser un grand temps de développement.
Cette présentation va dans un premier temps vous donner une vue d'ensemble de la plateforme: les modules classiques de gestion de la relation client (CRM), ainsi que les possibilités d'extensions et de personnalisations. Dans un second temps, nous parlerons de différentes considérations à prendre en compte lorsqu'on fait le design d'une solution avec Dynamics CRM. Cette section couvrira à haut niveau le développement, l'intégration, l'infrastructure, la performance et d’autres concepts importants pour architectes, analystes d’affaires et développeurs en entreprise.
More about the DOC
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to mana
Generate 25% more conversions with Configure Price Quote Solutions
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13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our st
What are the best retail crm software solutions to manage retail customersSpontaneous Enterprise
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2. What is CRM?
• CRM, or Customer Relationship Management, is a
company-wide business strategy designed to
reduce costs and increase profitability by
solidifying customer loyalty.
• True CRM brings together information from all
data sources within an organization (and where
appropriate, from outside the organization) to give
one, holistic view of each customer in real time.
SHEETAL WAGHMARE IIT KHARAGPUR
3. • CRM is an IT enhanced value process, which
identifies, develops, integrates and focuses the
various competencies of the firm to the „voice‟ of
the customer in order to deliver long-term superior
customer value, at a profit to well identified
existing and potential customer.
Contd..
SHEETAL WAGHMARE IIT KHARAGPUR
4. A customer (also known as a client, buyer or
purchaser) is the recipient of a good, service,
product, idea obtained from a seller, vendor or
supplier for a monetary or other valuable
consideration.
Who is customer?
SHEETAL WAGHMARE IIT KHARAGPUR
5. Need of
CRM
CRM is not just a technology,
but rather a comprehensive
approach to an organization‟s
philosophy in dealing with its
customer.
Customer Relationship management is the
strongest and the most efficient approach
in maintaining and creating relationships
with customers.
CRM is not only pure business but
also ideate strong personal bonding
within people. Development of this
type of bonding drives the business to
new levels of success.
SHEETAL WAGHMARE IIT KHARAGPUR
7. Imagine a system in place where the lines of
communication and information requests are
somewhat scrambled.
Management
does not have
real time
performance
information
Each area has
their own
system, tracking
and keeping
records on
different
software
Customer
Service does not
have marketing
information for
cross sell
opportunities.
Sales does not
have easy access
to client records
and customer
calls, old system
doesn't tie into
account, so don't
know past order
SHEETAL WAGHMARE IIT KHARAGPUR
8. A CRM system has one central system where all the
information is collected and stored in one location
SHEETAL WAGHMARE IIT KHARAGPUR
9. • Everyone is connected into one system
• People have the information they need to do their jobs
• Sales and Customer Service have a deeper knowledge of the
customers.
• Data duplication is eliminated
• Data security is strongly enhanced
• Providing promotions, services and products that are exactly
what your customers are looking for
• Offering better customer service
• Cross selling products more effectively and quickly
• Helping sales staff close deals faster
• Retaining existing customers and discovering new ones
SHEETAL WAGHMARE IIT KHARAGPUR
10. “Customer Relationship Management is a comprehensive approach for
creating, maintaining and expanding customer relationships”
SHEETAL WAGHMARE IIT KHARAGPUR
19. Customer Life Time Value Calculation
• Say the average customer buys for 2 years, then
stops for at least 1 year. Therefore, we define
the LifeTime of a customer as 2years. Over
years, the average customer makes 16
purchases
16* 2000 Profit per unit = 32000 LTV of the
average customer
SHEETAL WAGHMARE IIT KHARAGPUR
20. Justify
Cost of retaining old customer is
always less than generating new
customer
SHEETAL WAGHMARE IIT KHARAGPUR
21. Customer Life Cycle Management
Personalization
Customization
Cross selling
Up selling
This is a special form of the product which will be
prepared according to the personnel requirement
because of this personalized attention, the
customer retention process will become very easy
This improves the product quality according to
the expectations of the customer. This will change
the standard product into the specialized solution
for an individual to improve the customer
satisfaction
SHEETAL WAGHMARE IIT KHARAGPUR
23. • The E-CRM or electronic customer relationship
marketing concept is derived from e-commerce.
• It also uses net environment i.e., intranet, extranet and internet.
Electronic CRM concerns all forms of managing relationships
with customers making use of information technology (IT)
• E-CRM expands the traditional CRM techniques by integrating
new electronic channels such as Web, wireless and voice
technologies and combines it with e-business applications into
the overall enterprise CRM strategy.
E-CRM
SHEETAL WAGHMARE IIT KHARAGPUR
24. • The CRM offerings remains channel centric
not customer centric.
• Customers want to interact with businesses
when and where it is convenient for them.
Need of E-CRM
SHEETAL WAGHMARE IIT KHARAGPUR
25. Acquisition: Increasing the number of customers
Retention: Increasing the amount of time that customer stays
Increased Profitability
Objective
Customer
acquisition
Customer
retention
Customer value
migration
Cross-selling
Frame Work of E-CRM
SHEETAL WAGHMARE IIT KHARAGPUR
26. • eCRM implies capabilities like self service knowledge bases, automated email response,
personalization of web content, online product bundling and pricing.
• ECRM gives Internet users the ability to interact with the business through their preferred
communication channel.
• It also allows business to offset expensive customer service agents with technology.
• E-CRM puts much emphasis on the customer satisfaction and reduced cost through
improved efficiency.
• E-CRM use customer data for personalization, cross-selling and up-selling.
• Sales Force Automation(SFA )and Enterprise Marketing Automation(EMA) is integrated
in the Ecrm.
Features of E-CRM
SHEETAL WAGHMARE IIT KHARAGPUR
27. Features of E-CRM
Enables a personalized relationship with customers
• Offers integrated customer information from all
departments into one centralized knowledge base
• Has a totally integrated, customer-centric approach
• Employs e-business technologies to extend customer
service and offers a variety of solutions tailored to
your specific needs
SHEETAL WAGHMARE IIT KHARAGPUR
29. They make the companies closer to
the customer
They provide the best interaction
between marketing, sales, service
and support
They reduce & eliminate the
disconnection between customer
and company relationship
They both improve upon reality
and perception of personalization
Mail, telephone or in person or the
common customer touch points
30. Difference Between in CRM & E-CRM
Man Power
Data
Pooling
Customer
Touch Points
Priority of
Goals
Process
Strategy
Nature of
Transaction
Emotional
Dealings
System Focus
SHEETAL WAGHMARE IIT KHARAGPUR
31. Components of E-CRM
• E-CRM Assessment
• E-CRM strategy alignment
If you can‟t measure it, you can‟t understand it.
If you can‟t understand it you can‟t control it
If you can‟t control it, you can‟t improve it.
SHEETAL WAGHMARE IIT KHARAGPUR
32. E-CRM Architecture
Customer Analytic Software
Data Mining Software
Campaign Management Software
Business Simulation
Real Time Decision Engine
•campaign management software
allows marketers to listen, learn
and engage with individuals
across channels and take them
from new customer to loyal
customer.
•Every customer interaction
generates data. Data which helps
to understand a customer as an
individual and reveal clues about
how best to engage them.
33. Architecture of PeopleSoft CRM
• The strength of PeopleSoft architecture is approach for integration
using the concept of available enterprise integration points (EIPs).
• The idea of EIP is central to all Internet architecture.
• They are open, standard pieces of reusable code that provide the
developers with preprogrammed means to communicate with internal
systems and other PeopleSoft systems.
• In Sap‟s world, they are called Business Application Programmers
Interface [BAPI].
• PeopleSoft provides these EIPs through their Open Integration
Framework.
• OIF is a multi-featured framework that provides foundation for
various interactions between systems.
SHEETAL WAGHMARE IIT KHARAGPUR
34. OIF
Application Messaging
Business Interlink
Component Interface API
People Code Java
File layout object & application engine
EDI(Electronic Data Interchange) Manager
Open Query
Back-end code
Business Interlinks architecture provides a plug-in
framework for PeopleSoft applications to invoke third-party
APIs over the internet. Different vendors support different
methods for invoking their APIs—including object
technologies such as CORBA; programming language-
specific interfaces for C or C++; or interfaces based on
HTTP and XML. The Business Interlinks framework
provides a consistent framework for application developers
to invoke external applications across this wide variety of
technologies.
The components are easily recognizable interfaces in the
business world such as a sales order, invoice etc. The
interface is the ability of architecture to recognize the
document in other party‟s form and pass PeopleSoft data to
that form. It can be done through the same languages and
protocols as business interlink and CORBA
Common Object Request Brooker Architecture is a standard
defined by object management group (OMG) the enables
software components written in multiple computer languages
to work together
SHEETAL WAGHMARE IIT KHARAGPUR
35. CRM Projects are divided into four phases:
• Phase I : Sales module customizations : It means the product catalogs, the
sales process embedding, the account and contact databases, and the sales
pipeline management.
• Phase II : Marketing module customizations : These are no different in
technical process from Sales module customizations. They are merely
different in what needs to be customized.
• Phase III : Integration with external applications : This is an analysis of the
existing information technology infrastructure and the network
functionality. This work identifies the integration points between the legacy
systems, the CRM application, and the possible installation and
customization of other new non-CRM applications and systems.
• Phase IV : Reporting integration : Reporting is a vital function for the
businesses that are scattered the office. The customization of those reports
and their generation are critical to corporate success.
SHEETAL WAGHMARE IIT KHARAGPUR
36. 1. Explain the components of e-CRM.
2. Describe the steps to be followed before implementing
CRM.
3. Explain the six E‟s associated with e-CRM in business
organization.
4. Explain the four phases of any CRM project.
5. Compare CRM and e-CRM.
6. Explain the role of IT staff and integration experts as
team members for implementing CRM.
7. Describe the customer life cycle with an example.
8. Explain the need of e-CRM with an example.
9. Difference between cross-selling and up-selling.
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