Customer Relationship Management (CRM) systems are very common in large companies. However, CRM systems are not very common in Small and Medium Enterprises (SMEs). Most SMEs do not implement CRM systems due to several reasons, such as lack of knowledge about CRM or lack of financial resources to implement CRM systems. SMEs have to start implementing Information Systems (IS) technology into their business operations in order to improve business values and gain more competitive advantage over rivals. CRM system has the potential to help improve the business value and competitive capabilities of SMEs. Given the high fixed costs of normal activity of companies, we intend to promote free and viable solutions for small and medium businesses. In this paper, we explain the reasons why SMEs do not implement CRM system and the benefits of using open source CRM system in SMEs. We also describe the functionalities of top open source CRM systems, examining the applicability of these tools in fitting the needs of SMEs.
The document demonstrates Newgen's on-demand customer communication management solution for car insurance policy origination. The end-to-end process is shown, including the customer frontend, backend processing by OmniFlow, and role of integrated solutions like rules management and output management. Key steps involve the customer providing information, getting a premium quote, optionally saving the quote or purchasing the policy, and backend case management and policy issuance upon purchase. The solution allows customers to retrieve past communications and offers multiple distribution channels for quotes and policies.
NEWGEN is a global software company that provides customer communication management (CCM) solutions to help organizations enhance customer experience. Their CCM solution called O2MS is a one-stop platform that can consolidate data from multiple systems, generate personalized communications across channels, and track customer interactions for improved marketing. MDwise, a healthcare payer, was facing challenges with communication consolidation and customer experience. NEWGEN helped MDwise deploy O2MS to automate letter generation, archive communications, and gain insights for enhanced marketing.
The document discusses the benefits of a Customer Communication Management (CCM) solution. It describes challenges like consolidating data from multiple sources, enforcing branding guidelines, and managing promotions. The CCM solution addresses these by allowing targeted promotions, security features, integration capabilities, and ease of design. It provides benefits like single templates across channels, regulatory compliance, cost optimization, and enhanced customer experience. A case study example describes how a leading bank deployed CCM to streamline letter generation and distribution through multiple channels.
Are you a B2B marketer that struggles to keep the pipeline fully stocked with a steady flow of high-quality leads? Have no fear! Regardless of your company’s size or industry, you can generate better leads, nurture them through the pipeline, and close deals faster.
Join us to learn how adding marketing automation to your CRM strategy will change the way you do business—and keep your sales funnel forever flowing.
CRM implementation in the insurance sector aims to improve customer satisfaction and loyalty. Successful CRM requires integrating people, processes, and technology to obtain a unified customer view. Major Indian insurers like LIC, HDFC Ergo, and Tata AIA Life have implemented CRM systems to streamline operations, improve customer service, and increase sales. However, failures can occur if data is inconsistent, customer needs are not considered, or systems are not properly integrated. Overall, CRM provides benefits but also poses challenges for the insurance industry in India.
CRM systems provide benefits like insights into sales activities, identifying profitable customers, and integration with other applications, but can also have disadvantages. CRM may result in duplicated tasks if not implemented properly, be costly to scale, and face challenges in training users. A CRM solution also risks failure if it is not customized to a company's specific business objectives.
The document demonstrates Newgen's on-demand customer communication management solution for car insurance policy origination. The end-to-end process is shown, including the customer frontend, backend processing by OmniFlow, and role of integrated solutions like rules management and output management. Key steps involve the customer providing information, getting a premium quote, optionally saving the quote or purchasing the policy, and backend case management and policy issuance upon purchase. The solution allows customers to retrieve past communications and offers multiple distribution channels for quotes and policies.
NEWGEN is a global software company that provides customer communication management (CCM) solutions to help organizations enhance customer experience. Their CCM solution called O2MS is a one-stop platform that can consolidate data from multiple systems, generate personalized communications across channels, and track customer interactions for improved marketing. MDwise, a healthcare payer, was facing challenges with communication consolidation and customer experience. NEWGEN helped MDwise deploy O2MS to automate letter generation, archive communications, and gain insights for enhanced marketing.
The document discusses the benefits of a Customer Communication Management (CCM) solution. It describes challenges like consolidating data from multiple sources, enforcing branding guidelines, and managing promotions. The CCM solution addresses these by allowing targeted promotions, security features, integration capabilities, and ease of design. It provides benefits like single templates across channels, regulatory compliance, cost optimization, and enhanced customer experience. A case study example describes how a leading bank deployed CCM to streamline letter generation and distribution through multiple channels.
Are you a B2B marketer that struggles to keep the pipeline fully stocked with a steady flow of high-quality leads? Have no fear! Regardless of your company’s size or industry, you can generate better leads, nurture them through the pipeline, and close deals faster.
Join us to learn how adding marketing automation to your CRM strategy will change the way you do business—and keep your sales funnel forever flowing.
CRM implementation in the insurance sector aims to improve customer satisfaction and loyalty. Successful CRM requires integrating people, processes, and technology to obtain a unified customer view. Major Indian insurers like LIC, HDFC Ergo, and Tata AIA Life have implemented CRM systems to streamline operations, improve customer service, and increase sales. However, failures can occur if data is inconsistent, customer needs are not considered, or systems are not properly integrated. Overall, CRM provides benefits but also poses challenges for the insurance industry in India.
CRM systems provide benefits like insights into sales activities, identifying profitable customers, and integration with other applications, but can also have disadvantages. CRM may result in duplicated tasks if not implemented properly, be costly to scale, and face challenges in training users. A CRM solution also risks failure if it is not customized to a company's specific business objectives.
The document describes the process flow for appeals and grievances for a healthcare provider using Newgen's Customer Communication Management solution. The process involves appellants registering appeals/grievances via various channels. A data entry agent then enters the details into Newgen's CCM solution, triggering an auto-generated acknowledgment email. A reviewer makes an approval/exception decision and the committee makes the final call. An approval letter is generated and sent to the appellant if approved.
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.
The document discusses trends in customer relationship management (CRM). It notes that CRM has evolved through three stages - operational CRM, analytical CRM, and multi-channel CRM. Organizations are now focusing on analytical and collaborative CRM. The document also discusses priorities for CRM initiatives, such as eMarketing, eService, social media integration, and managing multi-channel customer interactions. Finally, it provides estimates for the typical costs of implementing CRM software.
RiverPoint provides fully integrated marketing management solutions to help customers increase revenue and loyalty. Their solutions include enterprise marketing management, project management, network support, staffing services, and business intelligence and data visualization tools to better analyze customer behaviors and implement targeted multi-channel campaigns. RiverPoint helps organizations automate marketing, improve customer retention and increase customer lifetime value.
Customer relationship management (CRM) involves capturing, storing, and analyzing customer information to better manage relationships and meet customer needs. Electronic CRM (ECRM) uses internet, email, wireless technologies to contact customers, allowing for personalized experiences and more efficient marketing. While ECRM provides benefits like increased profits and loyalty, pitfalls include high costs and complexity. For ECRM projects to succeed, companies must develop customer-focused strategies, reengineer processes, provide training and security, and implement within 90 days.
In the industries like Insurance and Mutual funds, companies invest heavily in building agents pool, train them on the products pretty well and, but miss equipping them with right tools that can help them in serving their Customers anytime anywhere.
There’s another issue in this agency model, as most of the agents are independent/third-party employees, Companies generally have no visibility in the sales pipeline on which agents are working or any way to support them.
Second CRM is an award winning business automation solution, designed to make small to mid-market businesses profitable by automating their business operations, using Internet and mobile technologies. Second CRM focuses on improving sales & marketing, customer support and operations.
Rules of the Road for Selecting a CRM Systemjdavidbeck
This document provides guidance on selecting a customer relationship management (CRM) system. It outlines that planning is key, including defining needs, goals, stakeholders and budget. When evaluating systems, demos should be prepared for and a scoring system used. The right CRM solution integrates with other systems, is flexible across platforms, provides multi-channel access and comprehensive capabilities across departments. Implementation requires testing, training and focus on goals to realize benefits like improved customer satisfaction and increased revenue.
The document discusses customer relationship management (CRM) and its evolution with technology. It explains that CRM aims to optimize profitability through enhanced customer satisfaction, automating and enhancing customer-centric processes. eCRM expands traditional CRM by integrating electronic channels like web and wireless technologies. Effective eCRM requires understanding customers, capturing and analyzing data, and providing personalized, targeted experiences across channels to improve customer retention and reduce costs.
Intelligent CRM typically includes Customer Data Platform (CDP), Customer Engagement (CEP), Customer Service Platform (CSP), Customer Loyalty (LMS) along with Data-Driven Insights along with Reporting and data-driven Dashboard applications.
Marketing process optimization technologies are emerging everywhere. Yet none address all of the needs a corporate marketer has and none fit the definition of a complete, integrated enterprise marketing management system. But that doesn't mean you shouldn't start implementing EMM today.
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
As marketing dollars continue to shift into digital channels, a new class of software applications has emerged to help automate and integrate digital marketing activities, from customer acquisition through retention and loyalty programs. The JEGI Sector Insights brief provides an overview of this EMM Stack of applications that are helping marketers address the growing complexity of digital campaign execution. Demand is strong, and budgets are sizable, for a new class of digital marketing services required to build and maintain the Stack. These services actually look more like technology consulting and IT services. The outlook for growth in this new services category is attracting new providers to the market and is driving continued growth in the Stack and a vibrant M&A market.
The document discusses customer relationship management (CRM). It defines CRM and explains that it is a process used by businesses to learn about customers and develop stronger relationships. CRM uses both technology and human resources to gain insights into customer behavior and value. The summary then discusses the three phases of CRM - acquire, enhance and retain customers. It also lists some common CRM application components and tools.
CRM in the retail industry focuses on optimizing profitability, revenue, and customer satisfaction through a customer-centric strategy. Effective CRM requires collecting customer data from various touchpoints, including in-store, online, and mobile. It also involves analyzing customer behavior to segment customers and determine their lifetime value. Advanced CRM uses technology like mobile apps, social media integration, and data mashups to gain a holistic view of customers and enable personalized multi-channel engagement. This helps retailers address challenges like identifying individual customers, maintaining high customer expectations, and using customer data in real-time.
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 a a graduate course presentation in current marketing issues relating to BI (business intelligence). Oracle 2006 white paper was extensively referenced as well as Mr Van Den Poel's work "Identifying the slope of a customer".
E-CRM, or electronic customer relationship management, uses information technology to integrate internal organization resources and external marketing strategies to understand and fulfill customer needs. It allows companies to manage relationships with customers through digital channels like the internet, intranet, and extranet. Successful e-CRM implementation requires developing customer-centric strategies, redesigning workflow systems, re-engineering processes, and supporting the right technologies. Mobile CRM is also growing in popularity as it allows for a more personal connection with customers through wireless devices.
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.
SYSTEM ANALYSIS AND DESIGN FOR A BUSINESS DEVELOPMENT MANAGEMENT SYSTEM BASED...ijfcstjournal
A design of a sales system for professional services requires a comprehensive understanding of the dynamics of sale cycles and how key knowledge for completing sales is managed. This research describes a design model of a business development (sales) system for professional service firms based on the Saudi Arabian commercial market, which takes into account the new advances in technology while preserving unique or cultural practices that are an important part of the Saudi Arabian commercial market. The design model has combined a number of key technologies, such as cloud computing and mobility, as an integral part of the proposed system. An adaptive development process has also been used in implementing the proposed design model.
The document describes the process flow for appeals and grievances for a healthcare provider using Newgen's Customer Communication Management solution. The process involves appellants registering appeals/grievances via various channels. A data entry agent then enters the details into Newgen's CCM solution, triggering an auto-generated acknowledgment email. A reviewer makes an approval/exception decision and the committee makes the final call. An approval letter is generated and sent to the appellant if approved.
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.
The document discusses trends in customer relationship management (CRM). It notes that CRM has evolved through three stages - operational CRM, analytical CRM, and multi-channel CRM. Organizations are now focusing on analytical and collaborative CRM. The document also discusses priorities for CRM initiatives, such as eMarketing, eService, social media integration, and managing multi-channel customer interactions. Finally, it provides estimates for the typical costs of implementing CRM software.
RiverPoint provides fully integrated marketing management solutions to help customers increase revenue and loyalty. Their solutions include enterprise marketing management, project management, network support, staffing services, and business intelligence and data visualization tools to better analyze customer behaviors and implement targeted multi-channel campaigns. RiverPoint helps organizations automate marketing, improve customer retention and increase customer lifetime value.
Customer relationship management (CRM) involves capturing, storing, and analyzing customer information to better manage relationships and meet customer needs. Electronic CRM (ECRM) uses internet, email, wireless technologies to contact customers, allowing for personalized experiences and more efficient marketing. While ECRM provides benefits like increased profits and loyalty, pitfalls include high costs and complexity. For ECRM projects to succeed, companies must develop customer-focused strategies, reengineer processes, provide training and security, and implement within 90 days.
In the industries like Insurance and Mutual funds, companies invest heavily in building agents pool, train them on the products pretty well and, but miss equipping them with right tools that can help them in serving their Customers anytime anywhere.
There’s another issue in this agency model, as most of the agents are independent/third-party employees, Companies generally have no visibility in the sales pipeline on which agents are working or any way to support them.
Second CRM is an award winning business automation solution, designed to make small to mid-market businesses profitable by automating their business operations, using Internet and mobile technologies. Second CRM focuses on improving sales & marketing, customer support and operations.
Rules of the Road for Selecting a CRM Systemjdavidbeck
This document provides guidance on selecting a customer relationship management (CRM) system. It outlines that planning is key, including defining needs, goals, stakeholders and budget. When evaluating systems, demos should be prepared for and a scoring system used. The right CRM solution integrates with other systems, is flexible across platforms, provides multi-channel access and comprehensive capabilities across departments. Implementation requires testing, training and focus on goals to realize benefits like improved customer satisfaction and increased revenue.
The document discusses customer relationship management (CRM) and its evolution with technology. It explains that CRM aims to optimize profitability through enhanced customer satisfaction, automating and enhancing customer-centric processes. eCRM expands traditional CRM by integrating electronic channels like web and wireless technologies. Effective eCRM requires understanding customers, capturing and analyzing data, and providing personalized, targeted experiences across channels to improve customer retention and reduce costs.
Intelligent CRM typically includes Customer Data Platform (CDP), Customer Engagement (CEP), Customer Service Platform (CSP), Customer Loyalty (LMS) along with Data-Driven Insights along with Reporting and data-driven Dashboard applications.
Marketing process optimization technologies are emerging everywhere. Yet none address all of the needs a corporate marketer has and none fit the definition of a complete, integrated enterprise marketing management system. But that doesn't mean you shouldn't start implementing EMM today.
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
As marketing dollars continue to shift into digital channels, a new class of software applications has emerged to help automate and integrate digital marketing activities, from customer acquisition through retention and loyalty programs. The JEGI Sector Insights brief provides an overview of this EMM Stack of applications that are helping marketers address the growing complexity of digital campaign execution. Demand is strong, and budgets are sizable, for a new class of digital marketing services required to build and maintain the Stack. These services actually look more like technology consulting and IT services. The outlook for growth in this new services category is attracting new providers to the market and is driving continued growth in the Stack and a vibrant M&A market.
The document discusses customer relationship management (CRM). It defines CRM and explains that it is a process used by businesses to learn about customers and develop stronger relationships. CRM uses both technology and human resources to gain insights into customer behavior and value. The summary then discusses the three phases of CRM - acquire, enhance and retain customers. It also lists some common CRM application components and tools.
CRM in the retail industry focuses on optimizing profitability, revenue, and customer satisfaction through a customer-centric strategy. Effective CRM requires collecting customer data from various touchpoints, including in-store, online, and mobile. It also involves analyzing customer behavior to segment customers and determine their lifetime value. Advanced CRM uses technology like mobile apps, social media integration, and data mashups to gain a holistic view of customers and enable personalized multi-channel engagement. This helps retailers address challenges like identifying individual customers, maintaining high customer expectations, and using customer data in real-time.
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 a a graduate course presentation in current marketing issues relating to BI (business intelligence). Oracle 2006 white paper was extensively referenced as well as Mr Van Den Poel's work "Identifying the slope of a customer".
E-CRM, or electronic customer relationship management, uses information technology to integrate internal organization resources and external marketing strategies to understand and fulfill customer needs. It allows companies to manage relationships with customers through digital channels like the internet, intranet, and extranet. Successful e-CRM implementation requires developing customer-centric strategies, redesigning workflow systems, re-engineering processes, and supporting the right technologies. Mobile CRM is also growing in popularity as it allows for a more personal connection with customers through wireless devices.
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.
SYSTEM ANALYSIS AND DESIGN FOR A BUSINESS DEVELOPMENT MANAGEMENT SYSTEM BASED...ijfcstjournal
A design of a sales system for professional services requires a comprehensive understanding of the dynamics of sale cycles and how key knowledge for completing sales is managed. This research describes a design model of a business development (sales) system for professional service firms based on the Saudi Arabian commercial market, which takes into account the new advances in technology while preserving unique or cultural practices that are an important part of the Saudi Arabian commercial market. The design model has combined a number of key technologies, such as cloud computing and mobility, as an integral part of the proposed system. An adaptive development process has also been used in implementing the proposed design model.
SYSTEM ANALYSIS AND DESIGN FOR A BUSINESS DEVELOPMENT MANAGEMENT SYSTEM BASED...ADEIJ Journal
This document proposes a system for managing business development activities for small organizations in Saudi Arabia. It analyzes current approaches used by small and large organizations. The proposed system combines key technologies like cloud computing and mobility. It has two main subsystems: 1) an opportunity management subsystem to track potential business opportunities, and 2) a service request management subsystem to handle requests from leads to full proposals. The system is designed to standardize processes, improve information accuracy and allow mobile access for personnel. It was implemented using a modular Java-based architecture and evaluated positively in two organizations.
SYSTEM ANALYSIS AND DESIGN FOR A BUSINESS DEVELOPMENT MANAGEMENT SYSTEM BASED...ijfcstjournal
A design of a sales system for professional services requires a comprehensive understanding of the
dynamics of sale cycles and how key knowledge for completing sales is managed. This research describes
a design model of a business development (sales) system for professional service firms based on the Saudi
Arabian commercial market, which takes into account the new advances in technology while preserving
unique or cultural practices that are an important part of the Saudi Arabian commercial market. The
design model has combined a number of key technologies, such as cloud computing and mobility, as an
integral part of the proposed system. An adaptive development process has also been used in implementing
the proposed design model.
SYSTEM ANALYSIS AND DESIGN FOR A BUSINESS DEVELOPMENT MANAGEMENT SYSTEM BASED...ijfcstjournal
A design of a sales system for professional services requires a comprehensive understanding of the
dynamics of sale cycles and how key knowledge for completing sales is managed. This research describes
a design model of a business development (sales) system for professional service firms based on the Saudi
Arabian commercial market, which takes into account the new advances in technology while preserving
unique or cultural practices that are an important part of the Saudi Arabian commercial market. The
design model has combined a number of key technologies, such as cloud computing and mobility, as an
integral part of the proposed system. An adaptive development process has also been used in implementing
the proposed design model.
SYSTEM ANALYSIS AND DESIGN FOR A BUSINESS DEVELOPMENT MANAGEMENT SYSTEM BASED...ijfcstjournal
A design of a sales system for professional services requires a comprehensive understanding of the dynamics of sale cycles and how key knowledge for completing sales is managed. This research describes a design model of a business development (sales) system for professional service firms based on the Saudi Arabian commercial market, which takes into account the new advances in technology while preserving unique or cultural practices that are an important part of the Saudi Arabian commercial market. The
design model has combined a number of key technologies, such as cloud computing and mobility, as an
integral part of the proposed system. An adaptive development process has also been used in implementing
the proposed design model.
This document discusses the benefits of business intelligence tools for organizations. It explains that BI tools help organizations integrate different business applications, exchange information between dispersed sources, and provide consolidated reporting. This helps improve data accuracy and integration across applications. Some key benefits of BI tools mentioned include simplifying tracking of business operations and competitors, enabling timely corrective actions, performing large data analysis, aiding mergers and acquisitions by integrating processes, and helping predict customer behavior and measure key performance indicators for effective decision making.
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.
A pivot table allows users to reorganize and summarize spreadsheet or database data to obtain desired reports. It allows users to view data from different perspectives without changing the original data. Pivot tables are especially useful for large amounts of data, allowing users to quickly create summaries. For example, a store owner could use a pivot table to summarize monthly sales totals by merchandise item for a particular quarter.
As part of our mission to help companies make the best software selection decisions. The goal was to answer some of the critical questions that companies should ask themselves before embarking on this business task.
Chapter 2Valuing InnovationsExplain why and how companies ar.docxchristinemaritza
Chapter 2
Valuing Innovations
Explain why and how companies are continually looking for innovative ways to use information systems for competitive advantage.
Business Models in the Digital World
Describe how information systems support business models used by companies operating in the digital world.
Enabling Organizational Strategy Through Information Systems
Discuss how information systems can be used for automation, organizational learning, and strategic advantage.
1
Introduction
In this chapter, we examine the strategic use of information systems, which enables organizations to gain or sustain competitive advantage.
This examination includes a look at the role of information systems in each of the levels of an organization, their role in international business strategies, and the on-going need to innovate using information systems.
1-2
Each age has enabled the age that followed.
The Agricultural age provided the time and resources necessary for people to stay in one location and invent machines.
Table of Contents
Organizational Decision-Making Levels
Operational Level
Managerial Level
Executive Level
Organizational Functional Areas
Competitive Advantage
ISs Providing Business Value
Pursuit of Competitive Advantage (organizational strategy types & sources of competitive advantage)
Competitive Forces
Value Chain Analysis
Choosing the Right IT & ISs
1-3
Organizational
Decision-Making Levels
Executive/Strategic Level
Upper Management
Managerial/Tactical Level
Middle Management
Operational Level
Operational Employees, Foremen, Supervisors
The Organizational Decision-Making Levels slides simply follow the chapter. They are included because they provide foundational knowledge for slides that follow.
Most businesses have three levels of management, with one or more layers of managers in each level.
The executive management includes top tier management focused on long-term strategic business decisions such as how to compete, price versus quality, and what countries to do business in.
Middle or tactical management is focused on running the organization to meet the strategic goals, and typically has a management timeframe of 3 to 12 months. Typical decisions might include where additional stores in existing markets should be opened.
Operational employees and management perform the day-to-day work of the organization, making decisions on a day-by-day basis.
A shift manager at a Wal-Mart would be Operational Management, while a Store manager at a Wal-Mart would be at the lowest level of Middle or Tactical Management.
4
Operational Level
Day-to-day business processes
Interactions with customers
Decisions:
structured,
recurring, and
Often automated using IS.
IS used to:
optimize processes, and
understand causes of performance problems.
1-5
Operational information systems primarily focus on process automation. This can include automating routine activities as well as automating and optimizing structured decisions (su ...
Model for Implementing Successful Customer Relationship Management in Saudi T...ijbiss
The telecommunications sector in Saudi Arabia is continuously seeking to a close relationship with their customers. Most telecom companies have Customer Relationship Management (CRM) system. However,
implementing CRM systems have a low success rate. This paper aims to propose a model that helps the telecom companies to increase the level of implementing successful CRM system. A model is drawn to
identify the critical success factors that contribute to successful CRM system in Saudi telecommunication sector. Seven basic hypotheses were tested, as parts of a theoretical model of successful CRM system.
Data was collected through a questionnaire. The empirical analysis was carried out using a structural equation model and regression. In addition, follow-up interviews were conducted with a small number of top
managers. Data obtained from the questionnaire was triangulated with data gathered from follow-up interviews. The findings revealed that the seven hypotheses were supported and lead to CRM success.
The document evaluates 18 leading CRM suite solutions for large organizations based on 516 criteria related to the vendors' current offerings, strategies, and market presence. It finds that Oracle Siebel and SAP still offer the most complete solutions for large enterprises, though other Leaders like Salesforce.com, Microsoft, and RightNow are gaining ground with more flexible options. The evaluation also identifies Strong Performers like Oracle E-Business Suite, Pegasystems, and Sword Ciboodle that bring specific strengths in areas like analytics, customer service, and business process management. The report aims to help business professionals choose between the various options for meeting their organizations' CRM needs.
- Forrester evaluated 18 leading CRM suite solutions against over 500 criteria to assess their suitability for large organizations. The solutions were grouped into leaders, strong performers, and a single contender.
- Oracle Siebel and SAP were found to still offer the most complete solutions for large enterprises, though other leaders like Salesforce.com and Microsoft are gaining ground with more flexible, quicker to implement solutions.
- While the leaders are challenged by strong performers like Oracle E-Business Suite and PeopleSoft CRM suited for ERP customers, as well as BPM-focused solutions from Chordiant, Pegasystems and Sword Ciboodle, the crowded market provides many choices for buyers to consider.
E-commerce for Small and Medium Enterprises (SMEs)Unilog Corp
Small and Medium Enterprises (SMEs) are incubators for the growth of innovation and of employment. They not only play an important role in the United States where they account for 99% of all business establishments, and have generated 9.8 Million jobs between 1993 and 2009, but also contribute a chunk of profit to the global economy. In spite of this, SMEs face umpteen challenges like non-availability of suitable technologies, small production capacities, non-availability of skilled labour at affordable costs, and inability to compete with the marketing muscle of larger organizations.
Learn how to make sense of two approaches to managing customer interaction and engagement: CRM (Customer Relationship Management) and MA (Marketing Automation). In this presentation, you will learn:
-101-level marketing technology definitions
-When and how to use what platform
-Best practices & success stories for marketing and sales teams
In today's competitive world, one has to manage the future of an enterprise more cleverly. Managing the future means managing the information. A large enterprise may generate huge amount of data such as financial data, customer details, purchase details, employee data etc. Only the organization that makes the best possible use of this information can succeed. In this age of information explosion, it is very difficult to manage this huge information by people alone.
Information technology and its related technologies can be used for planning and organizing resources and information of an enterprise. Hence most of the organizations are moving to Enterprise Resource Planning (ERP) packages as a solution to their information management problem.
CRM adoption in many companies do not yield intended benefits as it is managed as a IT roll out and not as a transformational project involving changes in process, procedures, ownership and measures. This paper presents MACE framework to manage this transformation and achieve the intended goals.
This document provides an overview of supply chain management (SCM) and customer relationship management (CRM). It discusses how SCM involves collaboration between resellers and suppliers to deliver value to customers. CRM uses customer data to build stronger marketing programs and long-term customer relationships. The document argues that integrating SCM and CRM allows companies to achieve improvements in financial and performance metrics that would not be possible through standalone approaches. It provides details on the benefits and components of both SCM and CRM systems.
MULTIMODAL COURSE DESIGN AND IMPLEMENTATION USING LEML AND LMS FOR INSTRUCTIO...IJMIT JOURNAL
Traditionally, teaching has been centered around classroom delivery. However, the onslaught of the
COVID-19 pandemic has cultivated usage of technology, teaching, and learning methodologies for course
delivery. We investigate and describe different modes of course delivery that maintain the integrity of
teaching and learning. This paper answers to the research questions: 1) What course delivery method our
academic institutions use and why? 2) How can instructors validate the guidelines of the institutions? 3)
How courses should be taught to provide student learning outcomes? Using the Learning Environment
Modeling Language (LEML), we investigate the design and implementation of courses for delivery in the
following environments: face-to-face, online synchronous, asynchronous, hybrid, and hyflex. A good
course design and implementation are key components of instructional alignment. Furthermore, we
demonstrate how to design, implement, and deliver courses in synchronous, asynchronous, and hybrid
modes and describe our proposed enhancements to LEML.
Novel R&D Capabilities as a Response to ESG Risks-Lessons From Amazon’s Fusio...IJMIT JOURNAL
Environmental, Social, and Governance (ESG) management is essential for transforming corporate
financial performance-oriented business strategies into Finance (F) + ESG optimization strategies to
achieve the Sustainable Development Goals (SDGs).
In this trend, the rise of ESG risks has divided firms into two categories. Former incorporates a growthmindset that creates a passion for learning, and urges it to improve itself by endeavoring Research and
development (R&D) -driven challenges, while the other category, characterized by risk aversion, avoids
challenging highly uncertain R&D activities and seeks more manageable endeavors.
This duality underscores the complexity of corporate R&D strategies in addressing ESG risks and
necessitates the development of novel R&D capabilities for corporate R&D transformation strategies
towards F + ESG optimization.
International Journal of Managing Information Technology (IJMIT) ** WJCI IndexedIJMIT JOURNAL
The International Journal of Managing Information Technology (IJMIT) is a quarterly open access peer-reviewed journal that publishes articles that contribute new results in all areas of the strategic application of information technology (IT) in organizations. The journal focuses on innovative ideas and best practices in using IT to advance organizations – for-profit, non-profit, and governmental. The goal of this journal is to bring together researchers and practitioners from academia, government, and industry to focus on understanding both how to use IT to support the strategy and goals of the organization and to employ IT in new ways to foster greater collaboration, communication, and information sharing both within the organization and with its stakeholders. The International Journal of Managing Information Technology seeks to establish new collaborations, new best practices, and new theories in these areas.
International Journal of Managing Information Technology (IJMIT) ** WJCI IndexedIJMIT JOURNAL
The International Journal of Managing Information Technology (IJMIT) is a quarterly open access peer-reviewed journal that publishes articles that contribute new results in all areas of the strategic application of information technology (IT) in organizations. The journal focuses on innovative ideas and best practices in using IT to advance organizations – for-profit, non-profit, and governmental. The goal of this journal is to bring together researchers and practitioners from academia, government, and industry to focus on understanding both how to use IT to support the strategy and goals of the organization and to employ IT in new ways to foster greater collaboration, communication, and information sharing both within the organization and with its stakeholders. The International Journal of Managing Information Technology seeks to establish new collaborations, new best practices, and new theories in these areas.
NOVEL R & D CAPABILITIES AS A RESPONSE TO ESG RISKS- LESSONS FROM AMAZON’S FU...IJMIT JOURNAL
Environmental, Social, and Governance (ESG) management is essential for transforming corporate
financial performance-oriented business strategies into Finance (F) + ESG optimization strategies to
achieve the Sustainable Development Goals (SDGs).
In this trend, the rise of ESG risks has divided firms into two categories. Former incorporates a growthmindset that creates a passion for learning, and urges it to improve itself by endeavoring Research and
development (R&D) -driven challenges, while the other category, characterized by risk aversion, avoids
challenging highly uncertain R&D activities and seeks more manageable endeavors.
This duality underscores the complexity of corporate R&D strategies in addressing ESG risks and
necessitates the development of novel R&D capabilities for corporate R&D transformation strategies
towards F + ESG optimization.
Building on this premise, this paper conducts an empirical analysis, utilizing reliable firms data on ESG
risk and brand value, with a focus on 100 global R&D leader firms. It analyzes R&D and actions for ESG
risk mitigation, and assesses the development of new functions that fulfill F + ESG optimization through
R&D. The analysis also highlights the significance of network externality effects, with a specific focus on
Amazon, a leading R&D company, providing insights into the direction for transforming R&D strategies
towards F + ESG optimization.
The dynamics of stakeholder engagement in F + ESG optimization are indicated with the example of
amazon's activities. Through the analysis, it became evident that Amazon's capacity encompassing growth
and scalability, specifically its ability to grow and expand, is accelerating high-level research and
development by gaining the trust of stakeholders in the "synergy through R&D-driven ESG risk
mitigation."
Finally, as examples of these initiatives, the paper discussed the Climate Pledge led by Amazon and the
transformation of Japan's management system.
A REVIEW OF STOCK TREND PREDICTION WITH COMBINATION OF EFFECTIVE MULTI TECHNI...IJMIT JOURNAL
It is important for investors to understand stock trends and market conditions before trading stocks. Both
these capabilities are very important for an investor in order to obtain maximized profit and minimized
losses. Without this capability, investors will suffer losses due to their ignorance regarding stock trends
and market conditions. Technical analysis helps to understand stock prices behavior with regards to past
trends, the signals given by indicators and the major turning points of the market price. This paper reviews
the stock trend predictions with a combination of the effective multi technical indicator strategy to increase
investment performance by taking into account the global performance and the proposed combination of
effective multi technical indicator strategy model.
INTRUSION DETECTION SYSTEM USING CUSTOMIZED RULES FOR SNORTIJMIT JOURNAL
This document proposes an intrusion detection system using customized rules for the Snort tool to improve security. The system uses Wireshark to scan network traffic for anomalies, Snort to detect attacks using customized rulesets for faster response times, and Wazuh and Splunk to analyze log files. Rules are created using the Snorpy tool and added to Snort to monitor for specific attacks like ICMP ping impersonation and authentication attempts. When attacks are attempted, the system successfully detects them and logs the alerts. The integration of these tools provides low-cost intrusion detection capabilities with automated threat identification and faster response compared to existing Snort configurations.
Artificial Intelligence (AI) has rapidly become a critical technology for businesses seeking to improve
efficiency and profitability. One area where AI is proving particularly impactful is in service operations
management, where it is used to create AI-powered service operations (AIServiceOps) that deliver highvalue services to customers. AIServiceOps involve the use of AI to automate and optimize various business
processes, such as customer service, sales, marketing, and supply chain management. The rapid
development of Artificial Intelligence has prompted many changes in the field of Information Technology
(IT) Service Operations. IT Service Operations are driven by AI, i.e., AIServiceOps. AI has empowered
new vitality and addressed many challenges in IT Service Operations. However, there is a literature gap on
the Business Value Impact of Artificial intelligence (AI) Powered IT Service Operations. It can help IT
build optimized business resilience by creating value in complex and ever-changing environments as
product organizations move faster than IT can handle. So, this research paper examines how AIServiceOps
creates business value and sustainability, basically how AIServiceOps makes the IT staff liberation from a
low-level, repetitive workout and traditional IT practices for a continuously optimized process. One of the
research objectives is to compare Traditional IT Service Operations with AIServiceOPs. This paper
provides the basis for how enterprises can evaluate AIServiceOps and consider it a digital transformation
tool. The paper presents a case study of a company that implemented AI-powered service operations
(AIServiceOps) and analyzes the resulting business outcomes. The study shows that AIServiceOps can
significantly improve service delivery, reduce response times, and increase customer satisfaction.
Furthermore, it demonstrates how AIServiceOps can deliver substantial cost savings, such as reducing
labor costs and minimizing downtime.
MEDIATING AND MODERATING FACTORS AFFECTING READINESS TO IOT APPLICATIONS: THE...IJMIT JOURNAL
Although IOT seems to be the upcoming trend, it is still in its infancy; especially in the banking industry.
There is a clear gap in literature, as only few studies identify factors affecting readiness to IOT
applications in banks in general, and almost negligible investigations on mediating and moderating
factors. Accordingly, this research aims to investigate the main factors that affect employees’ readiness to
IOT applications, while highlighting the mediating and moderating factors in the Egyptian banking sector.
The importance of Egypt stems from its high population and steady steps taken towards technology
adoption. 479 valid questionnaires were distributed over HR employees in banks. Data collected was
statistically analysed using Regression and SEM. Results showed a significant impact of ‘Security’,
‘Networking’, ‘Software Development’ and ‘Regulations’ on ‘readiness to IOT applications. Thus, the
readiness acceptance level is high‘Security’ and ‘User Intention’ were proven to mediate the relationship
between research variables and readiness to IOT applications, and only a partial moderation role was
proven for ‘Efficiency’. The study contributes to increasing literature on IOT applications in general, and
fills a gap on the Egyptian banking context in particular. Finally, it provides decision makers at banks with
useful guidelines on how to optimally promote IOT applications among employees.
EFFECTIVELY CONNECT ACQUIRED TECHNOLOGY TO INNOVATION OVER A LONG PERIODIJMIT JOURNAL
IT (Information and Communication Technology) companies are facing the dilemma of decreasing
productivity despite increasing research and development efforts. M&A (Merger and Acquisition) is being
considered as a breakthrough solution. From existing research, it has been pointed out that M&A leads to
the emergence of new innovations. Purpose of this study was to discuss the efficient ways of acquisition and
to resolve the dilemma of productivity decline by clarifying how the technology obtained through M&A
leads to the creation of new innovations. Hypothesis 1 was that the technology acquired through M&A is
utilized for innovation creation, Hypothesis 2 was that the acquired technology is utilized over a long
period of time, and Hypothesis 3 was that a long-term utilization has a positive impact on corporate
performance. The results, using sports prosthetics as a case study and using patents as a proxy variable,
confirmed all the hypotheses set. We have revealed that long-term utilization of technology obtained
through M&A is effective for creating new innovations.
International Journal of Managing Information Technology (IJMIT) ** WJCI IndexedIJMIT JOURNAL
The International Journal of Managing Information Technology (IJMIT) is a quarterly peer-reviewed journal that publishes articles on the strategic application of information technology in organizations from both academic and industry perspectives. The journal focuses on innovative uses of IT to support organizational goals and foster collaboration both within and outside organizations. It covers topics such as education technology, e-government, healthcare IT, mobile systems, and more. Authors are invited to submit original research papers for consideration through the journal's online submission system.
4th International Conference on Cloud, Big Data and IoT (CBIoT 2023)IJMIT JOURNAL
4th International Conference on Cloud, Big Data and IoT (CBIoT 2023) will act as a major forum for the presentation of innovative ideas, approaches, developments, and research projects in the areas of Cloud, Big Data and IoT. It will also serve to facilitate the exchange of information between researchers and industry professionals to discuss the latest issues and advancement in the area of Cloud, Big Data and IoT.
Authors are solicited to contribute to the conference by submitting articles that illustrate research results, projects, surveying works and industrial experiences that describe significant advances in Cloud, Big Data and IoT.
TRANSFORMING SERVICE OPERATIONS WITH AI: A CASE FOR BUSINESS VALUEIJMIT JOURNAL
This document discusses how AI-powered service operations (AIServiceOps) can create business value through digital transformation. It begins with background on digital transformation and how AI is driving changes in IT service operations. It then examines how AIServiceOps can streamline processes, provide insights, and improve customer experience. A case study is presented showing how one company implemented AIServiceOps to significantly reduce response times, increase customer satisfaction, and lower costs. The document argues that AIServiceOps can deliver both quantifiable and flexible benefits while enhancing organizational resilience and sustainability over the long term.
DESIGNING A FRAMEWORK FOR ENHANCING THE ONLINE KNOWLEDGE-SHARING BEHAVIOR OF ...IJMIT JOURNAL
The main objective of this paper is to identify the factors that influence academic staff's digital knowledgesharing behaviors in Ethiopian higher education. A structural equation model was used to validate the
research framework using survey data from 210 respondents. The collected data has been analyzed using
Smart PLS software. The results of the study show that trust, self-motivation, and altruism are positively
related to attitude. Contrary to our expectations, knowledge technology negatively affects attitude.
However, reward systems and empowerment by leaders are significantly associated with knowledgesharing intentions.Knowledge-sharing intention, in turn, was significantly related to digital knowledgesharing behavior. The contributions of this study are twofold. The framework may serve as a roadmap for
future researchers and managers considering their strategy to enhance digital knowledge sharing in HEI.
The findings will benefit academic staff and university administrations.The study will also help academic
staff enhance their knowledge-sharing practices.
BUILDING RELIABLE CLOUD SYSTEMS THROUGH CHAOS ENGINEERINGIJMIT JOURNAL
Cloud computing systems need to be reliable so that they can be accessed and used for computing at any
given point in time. The complex nature of cloud systems is the motivation to conduct research in novel
ways of ensuring that cloud systems are built with reliability in mind. In building cloud systems, it is
expected that the cloud system will be able to deal with high demands and unexpected events that affect the
reliability and performance of the system.
In this paper, chaos engineering is considered a heuristic method that can be used to build reliable cloud
systems. Chaos engineering is aimed at exposing weaknesses in systems that are in production. Chaos
engineering will help identify system weaknesses and strengths when a system is exposed to unexpected
knocks and shocks while it is in production.
Chaos engineering allows system developers and administrators to get insights into how the cloud system
will behave when it is exposed to unexpected occurrences.
A REVIEW OF STOCK TREND PREDICTION WITH COMBINATION OF EFFECTIVE MULTI TECHNI...IJMIT JOURNAL
It is important for investors to understand stock trends and market conditions before trading stocks. Both
these capabilities are very important for an investor in order to obtain maximized profit and minimized
losses. Without this capability, investors will suffer losses due to their ignorance regarding stock trends
and market conditions. Technical analysis helps to understand stock prices behavior with regards to past
trends, the signals given by indicators and the major turning points of the market price. This paper reviews
the stock trend predictions with a combination of the effective multi technical indicator strategy to increase
investment performance by taking into account the global performance and the proposed combination of
effective multi technical indicator strategy model.
NETWORK MEDIA ATTENTION AND GREEN TECHNOLOGY INNOVATIONIJMIT JOURNAL
This paper will provide a novel empirical study for the relationship between network media attention and
green technology innovation and examine how network media attention can ease financing constraints. It
collected data from listed companies in China's heavy pollution industry and performed rigorous
regression analysis, in order to innovatively explore the environmental governance functions of the media.
It found that network media attention significantly promotes green technology innovation. By analyzing the
inner mechanism further, it found that network media attention can promote green innovation by easing
financing constraints. Besides, network media attention has a significant positive impact on green invention
patents while not affecting green utility model patents.
INCLUSIVE ENTREPRENEURSHIP IN HANDLING COMPETING INSTITUTIONAL LOGICS FOR DHI...IJMIT JOURNAL
Information System (IS) research advocates employing collaborative and loose coupling strategies to address contradictory issues to address diversified actors’ interests than the prescriptive and unilateral Information Technology (IT) governance mechanisms’, yet it is rarely depicting how managers employ these strategies in Health Information System (HIS) implementation, particularly in a resource-constrained setting where IS implementation activities have highly relied on multiple international organizations resources. This study explored how managers in resource-constrained settings employ collaborative IT governance mechanisms in the case of District Health Information System 2 (DHIS2) adoption with an interpretative case study approach and the institutional logic concept. The institutional logic concept was used to identify the major actors’ logics underpinning the DHIS2 adoption. The study depicted the importance of high-level officials' distance from the dominant systemic logic to consider new alternative, and to employ inclusive IT governance mechanisms which separated resource from the system that facilitated stakeholders’ collaboration in DHIS2 adoption based on their capacity and interest.
DEEP LEARNING APPROACH FOR EVENT MONITORING SYSTEMIJMIT JOURNAL
With an increasing number of extreme events and complexity, more alarms are being used to monitor
control rooms. Operators in the control rooms need to monitor and analyze these alarms to take suitable
actions to ensure the system’s stability and security. Security is the biggest concern in the modern world. It
is important to have a rigid surveillance that should guarantee protection from any sought of hazard.
Considering security, Closed Circuit TV (CCTV) cameras are being utilized for reconnaissance, but these
CCTV cameras require a person for supervision. As a human being, there can be a possibility to be tired
off in supervision at any point of time. So, we need a system to detect automatically. Thus, we came up with
a solution using YOLO V5. We have taken a data set and used robo-flow framework to enhance the existing
images into numerous variations where it will create a copy of grey scale image, a copy of its rotation and
a copy of its blurred version which will be used to get an enlarged data set. This work mainly focuses on
providing a secure environment using CCTV live footage as a source to detect the weapons. Using YOLO
algorithm, it divides an image from the video into grid system and each grid detects an object within itself
MULTIMODAL COURSE DESIGN AND IMPLEMENTATION USING LEML AND LMS FOR INSTRUCTIO...IJMIT JOURNAL
The document discusses course delivery modalities including face-to-face, online asynchronous, online synchronous, hybrid, and HyFlex. It investigates the design and implementation of courses using the Learning Environment Modeling Language (LEML) for different delivery environments. The authors describe their experience delivering courses at Southern University and A&M College and Baton Rouge Community College. They aim to answer questions about the course delivery methods used by their institutions and how to validate guidelines and ensure student learning outcomes.
Advanced control scheme of doubly fed induction generator for wind turbine us...IJECEIAES
This paper describes a speed control device for generating electrical energy on an electricity network based on the doubly fed induction generator (DFIG) used for wind power conversion systems. At first, a double-fed induction generator model was constructed. A control law is formulated to govern the flow of energy between the stator of a DFIG and the energy network using three types of controllers: proportional integral (PI), sliding mode controller (SMC) and second order sliding mode controller (SOSMC). Their different results in terms of power reference tracking, reaction to unexpected speed fluctuations, sensitivity to perturbations, and resilience against machine parameter alterations are compared. MATLAB/Simulink was used to conduct the simulations for the preceding study. Multiple simulations have shown very satisfying results, and the investigations demonstrate the efficacy and power-enhancing capabilities of the suggested control system.
Understanding Inductive Bias in Machine LearningSUTEJAS
This presentation explores the concept of inductive bias in machine learning. It explains how algorithms come with built-in assumptions and preferences that guide the learning process. You'll learn about the different types of inductive bias and how they can impact the performance and generalizability of machine learning models.
The presentation also covers the positive and negative aspects of inductive bias, along with strategies for mitigating potential drawbacks. We'll explore examples of how bias manifests in algorithms like neural networks and decision trees.
By understanding inductive bias, you can gain valuable insights into how machine learning models work and make informed decisions when building and deploying them.
6th International Conference on Machine Learning & Applications (CMLA 2024)ClaraZara1
6th International Conference on Machine Learning & Applications (CMLA 2024) will provide an excellent international forum for sharing knowledge and results in theory, methodology and applications of on Machine Learning & Applications.
We have compiled the most important slides from each speaker's presentation. This year’s compilation, available for free, captures the key insights and contributions shared during the DfMAy 2024 conference.
1. International Journal of Managing Information Technology (IJMIT) Vol.3, No.4, November 2011
DOI : 10.5121/ijmit.2011.3404 41
OPEN SOURCE CRM SYSTEMS FOR SMES
Marco Tereso and Jorge Bernardino
Polytechnic of Coimbra – ISEC, Coimbra, Portugal
a21190968@alunos.isec.pt, jorge@isec.pt
ABSTRACT
Customer Relationship Management (CRM) systems are very common in large companies. However, CRM
systems are not very common in Small and Medium Enterprises (SMEs). Most SMEs do not implement
CRM systems due to several reasons, such as lack of knowledge about CRM or lack of financial resources
to implement CRM systems. SMEs have to start implementing Information Systems (IS) technology into
their business operations in order to improve business values and gain more competitive advantage over
rivals. CRM system has the potential to help improve the business value and competitive capabilities of
SMEs. Given the high fixed costs of normal activity of companies, we intend to promote free and viable
solutions for small and medium businesses. In this paper, we explain the reasons why SMEs do not
implement CRM system and the benefits of using open source CRM system in SMEs. We also describe the
functionalities of top open source CRM systems, examining the applicability of these tools in fitting the
needs of SMEs.
KEYWORDS
CRM, Information Systems, Open Source, SMEs.
1. INTRODUCTION
As companies face increasing competition, wider customer choice, and the challenges of doing e-
Business in the 21st century, many have chosen to implement CRM solutions in response to their
strategic imperative, and to improve the sales and marketing effectiveness and efficiency. A
Customer Relationship Management (CRM) system is a software system designed to empower a
company to maximize profits by reducing costs and increasing revenue; to increase competitive
advantage by streamlining operations; and to achieve business goals. Most companies have been
collecting information about their customers and trying to use this information to better
understand and predict what customers might want next. Therefore, CRM is both information-
based and technology based, and is about building customer loyalty by putting customers at the
center of what a company does. CRM also applies to how customers experience a company, not
just how a company looks at its customers [1].
To survive in the global market, focusing on the customer is becoming a key factor for big and
small companies. It is known that it takes up to five times more money to acquire a new customer
than to get an existing customer to make a new purchase [2]. Therefore, customer retention is in
particular important to Small and Medium Enterprises (SMEs) because of their limited resources.
2. International Journal of Managing Information Technology (IJMIT) Vol.3, No.4, November 2011
42
A second aspect of CRM is that knowing the customer and his/her problems allows a company to
acquire new customers more easily and facilitates targeted cross-selling [3].
The CRM is a set of processes and methodologies that has as main objective to bring together a
wide range of information about customers and their consumption behaviour. This type of
information allows companies to define groups of users, making possible some sales strategies
and campaigns and promotions targeted at different types of customers.
Open source software for CRM represents a great opportunity for SMEs as they can significantly
impact their competiveness. Given the high fixed costs of normal activity of companies, we
intend to promote open source solutions for small businesses. In this paper, we present viable
solutions, describing the functionalities of top CRM tools, according to recent publications [4, 5].
We will describe each of these tools to assess their capabilities, their strengths and the aspects
that differ between them, exploring the applicability of each of those tools in fitting the needs of
SMEs.
This paper is structured as follows. In Section 2 we give a brief introduction about Information
Systems (IS) and CRM, and presents the reasons why SMEs do not implement CRM systems. In
Section 3 we list the advantages of open source software. In Section 4 we present CRM open
source systems, with an overview of its features and Section 5 describes related works. Finally, in
Section 6 we present our conclusions and point out future work.
2. INFORMATION SYSTEMS AND CRM
Given the competitive market, companies must adopt strategies that allow them to remain active
in the market and become increasingly competitive. The collection of data resulting from business
activity is extremely important. This process allows data to work in different areas, in order to
make business activity most profitable.
Data is one of the most important and valuable assets for companies and organizations. The
grouped data when generating information is a very important role to reduce uncertainty. The
recognition of the importance of information by business managers led to the development of
information systems. Information systems may have different objectives, taking into account the
type of information we have to process and the desirable results.
The focus of our work is in IS (Information Systems) area, primarily CRM (Customer
Relationship Management) systems. IS are systems that present a set of elements that capture,
store, process and communicate information. There are several types of IS, with each type
designed for a particular purpose.
In this section we intend to specify the importance of collecting data, that later on turns
information in knowledge. We will also explain the importance to implement information
systems into companies and organizations.
We present CRM systems in greater detail, analyzing their characteristics and importance to
companies and organizations to disseminate information regarding the advantages of their use.
3. International Journal of Managing Information Technology (IJMIT) Vol.3, No.4, November 2011
43
2.1. Why SMEs do not implement CRM system
In this competitive market, the client must be regarded as the fundamental entity of an
organization [6]. The importance of satisfying the customer must be seen as a priority. Given the
importance that clients represent to the enterprises economy, especially in SMEs, organizations
must adopt strategies that allow them to define the profile of its customers. It is in this context
that the CRM software has great importance in collecting and recording data.
The data should be regarded as one the most important assets of an organization, that start in
information and will be transformed in knowledge. The organizations have in their data, the
possibility of its future growth. Later using a Decision Support System (DSS) is possible to
identify strengths and areas for improvement in order to optimize business processes and
customer relations. Given all these advantages we must ask why companies do not implement
CRM systems?
The current economic crisis leads companies to adopt strategies in order to fight against the
difficulties. Known the swollen costs of normal business activity, it becomes difficult to SMEs to
make extra investments. Lack of knowledge by SMEs of the existence of free solutions (open
source) is one factor that determines why these tools are not acquired and implemented in the
organizations. Our main goal is to disseminate to SMEs some viable solutions to implement a free
CRM system to improve their business processes.
3. ADVANTAGES OF USING OPEN SOURCE SOFTWARE
Before going further, it is essential answer an important question, that is, which is the advantage
of using open source software?
Regarding the costs, the purchase of open source software is free and the hardware associated to
these systems has lower costs. This is justified, taking into account that those which are looking
for open source software are not available to purchase commercial software, and also usually
don’t have financial resources to invest in more sophisticated equipment.
The open source software has a good quality, despite being developed by community. Nowadays
the releases and the stable versions of software usually suffer an extended inspection and are
exposed to various tests of software quality before being delivered.
Often the commercial software lacks some essential functionalities for organizations. The fact of
commercial software does not provide the source code, not allows adding extra features. The
open source software provides its source code, enabling organizations to develop new
characteristics and integrating them into their applications.
The integration of other complementary software, is an additional possibility. The availability of
the source code allows the integration of different tools. For example, it is possible the integration
of open source databases, open source CRM systems, open source business intelligence tools, etc.
Simple license management, without license fees, without expired licenses date, etc. is a clear
advantage of using open source software. Open source software usually has a support community,
4. International Journal of Managing Information Technology (IJMIT) Vol.3, No.4, November 2011
44
documentation, discussion forums and constant updates of its versions, updates, identify and
resolve software glitches and bugs.
In summary, the main advantages of using open source software by companies are: free license,
low cost maintenance, support community; the software can be shared and used for various
purposes, access to source code and permission to study and amendment, ability to adapt to the
real needs of each organization, constant updating of versions through the contribution of the
community that supports it, possibility to try the software without any cost and ease of access to
the specific open source repositories to download [25, 26].
For SMEs the main benefit of using open source CRM tools is the ability to adapt the software to
business needs, with opportunity to add new modules developed accordingly to the company
requirements. The possibility to access the code allows the company to benefit of the initially
features available but also to configure the application taking into account their needs and
environment.
Today it is very important that companies make cost containment. The SMEs has here good
solutions that allow the evolution of business and reduce the expenses.
4. OPEN SOURCE CRMTOOLS
In an era of financial crisis and expense reduction it is important that companies keep pace with
changing technologies and markets, adopting strategies for tracking trends, but which are not
expensive. SME’s need low cost CRM solutions that can easily adapt to their business model and
IT structure, instead of having to adapt their business model and IT structure to the CRM
software. In this section our main objective is to disclose open free solutions viable for
implementation by SMEs.
In this particular case we rely on some recent sources of information, namely [4] and [5]. We will
describe open source CRM systems to assess their capabilities, their strengths and the aspects that
differ between them and exploring the applicability of each of those tools in fitting the needs of
SMEs. The open source CRM systems that we analyze are: CiviCRM [7], OpenCRX [8],
OpenTaps [9], SugarCRM [10], Vtiger [11] and Free CRM [12].
4.1. CiviCRM
CiviCRM [7] is an open source tool, based on relationship management solutions. This tool is
web-based, multi-language, and intended to needs of advocacy, non-profit and nongovernmental
groups. CiviCRM allows recording data for the various constituents of an organization as
volunteers, activists, donors, customers, employees, suppliers, etc.
The main strengths of the tool are: store information about individuals, organizations and
households; the community of development work regularly in the growth and extension of
system; ease of integration with other websites; CiviCRM integrates directly into the popular
open source Content Management Systems – Drupal and Joomla; save the access history of each
user, using the log record; CiviCRM was designed for use worldwide, allowing the many
localized formats and supporting multi language, such as, French, Spanish, German, Dutch,
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Portuguese, etc.; licensed under the GNU AGPL allow a changes in code, add new features, etc.
[7].
The advantages of the web-based applications are the possibility of linking several people at the
same time in different locations, accessibility within and outside the corporate infrastructure,
making communication between people practical and accessible.
CiviCRM has optional components that provide a better service of support to its users. The
CiviCRM components are: CiviContribute – component that allows managing online donations
and contributions to an organization; CiviCase – to manage interactions between people and
organizations; CiviEvent – allows the creation and listing of paid and free events, allows to create
events through the creation of Web pages specifically for this purpose; CiviMail – e-mail service
that lets redirect to the lists and email contacts and various custom reports; CiviMember– to on-
line registration and revalidation of the user account; CiviReport – module tool that allows to
create reports on data that are intended to illustrate [7].
When associate with a CMS (Content Management System) CiviCRM allows a content
management relatively to customers data. With the implementation of the CMS tool the visitors
have the possibility to signing up for events, requesting email updates and donating money.
CiviCRM is a web tool that can be installed on a Web server or an internal server. The
requirements for installing CiviCRM are open source tools, namely: Apache Server 2.0 (or
higher), PHP 5.2.1 (or though PHP 5.3 is only supported from version 3.2 of CiviCRM), MySQL
5.1.x (or higher), Drupal 6.x ou 7.x/Joomla 1.5.x ou 1.6.x, Server Cronjobs and require 128 Mb of
memory [7].
Figure 1. CiviCRM ambient work [20]
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46
The Figure 1 illustrates the application screenshot with several elements, charts, tables,
information, etc. The left side of the figure is visible a chart of donor report, the right of the figure
in top is visible a panel of activity log and in bottom a membership report summary.
4.2. OpenCRX
In 2003 with the need to create a free CRM tool, the Swiss company Crixp Corporation supported
by the Swiss company Omex AG, developed the OpenCRX tool.
OpenCRX is a true open source tool, which has enterprise-class with features like role-based
security, system-wide/pervasive audit-trail, platform independence, virtually unlimited
scalability, and much more. OpenCRX besides the code also provides UML models and the full
javadoc, that allow to the users more knowledge of the system, it is great for programmers [8].
OpenCRX is a tool developed in Java, which can run on any operating system by simply
installing a JVM (Java Virtual Machine). This application lets the user to change the language.
The main characteristics of OpenCRX are [8]: Open source - an open source tool that allows to
adapt real needs. The possibility of re-structure their UML architecture, makes it easier to amend
it; Account Management - allows for a detailed consultation to contacts, activities, products and
states of account; Monitoring of trade, show all possible approaches and prospects to customers;
Management of products and their prices - manage the lists of products and their prices, enables
the conversion of prices for different currencies. For the sales process, OpenCRX has the
particularity to enable the integration of an ERP system for management of sales processes;
Activity management - essential to the creation of groups and activities to control the number of
hours wasted in solving problems; Administration - the security aspects are taken into account
too, the tool allows some control extended as part of their modules; Integration with e-mail POP /
IMAP / SMTP coming from different servers and services of email; Integration with MS Office
and Open Office suite tools; Time management – coordination of working hours and the
reconciliation between the various tasks across the enterprise with customers, it is possible using
the functionality CalDAV of the OpenCRX; Diversity of data support - the tool supports data
different data management systems, such as, MySQL, Oracle, MS SQL Server, PostgreSQL and
DB2.
OpenCRX includes business intelligence tools such as BIRT and the construction of reports is
possible. The OpenCRX installation requires: JDK, JEE Server, Apache ANT and a SGBD.
According to [8] OpenCRX is a tool that requires more learning time compared with other similar
open source CRM tools. The fact that it is not a tool based on LAMP (Linux, Apache, MySQL,
PHP) makes it more difficult to install compared with solutions of this type. The ANT (is a
project of Apache Software Foundation, allows building automation software) technology
becomes more complex to implement.
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Figure 2. OpenCRX ambient work [21]
In Figure 2 is possible to visualize an application screenshot of OpenCRX. In the left it is a tool
bar, in the right is visible the work ambient composed by tab options and content tables.
4.3. OpenTaps
OpenTaps [9] is an open source tool of CRM + ERP (Enterprise Resource Planning). OpenTaps
was developed thinking in small and medium enterprises and had as its starting point the Apache
Open for Business. OpenTaps was developed in Java language (JEE), which offers scalability of
implementation.
OpenTaps has the following features [15]: eCommerce, Poin-of-sales, inventory, warehouse,
order, customers management and general ledger. OpenTaps allows interconnection with business
intelligence tools (iReport) and mobility integration with Microsoft Outlook, Google Calendar
and mobile phones.
OpenTaps is many used by organizations that are linked to activities such: industrial machinery
manufacturers, online good retailers, online content distributors, telecommunications companies,
independent software vendors and hosted services providers. For these industries, OpenTaps is
used for order management, customer service purchasing, production planning, inventory
management, and manufacturing to shipping and accounting [9].
We enumerate some key features of the tool OpenTaps based on [15] and [16]: OpenTaps has a
web based user interface; internationalization - multi language; integrate marketing and sales -
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customers services, warehouse, supply chain, online and physical stores, and accounting;
marketing - support stores, catalogs, categories and products; promotion store – online promotion
store; cross-sells (are suggested complementary products) and up-sells (update to sell any product
or service) for products; price rules for customers or group-specific pricing; integration online
and Point of Sales (POS); real-time accounting reports; manage the manufacturing process; plan
and automate purchasing and manufacturing.
OpenTaps has also some additional modules namely: project management; human resources;
fixed asset management; Outlook and mobile phone integration with Funambol; integration with
eBay, Google base and Google check out; content management; Point of Sales (POS); integration
eCommerce; Business Intelligence (integration with Pentaho and JasperReports).
The OpenTaps can be applied in systems with the following characteristics: operating systems -
Windows, Mac OS X, Linux and Solaris; SGBDs - Oracle, Microsoft SQL Server, MySQL and
PostgreSQL; Google Web Toolkit (GWT), allows an use more easy of the OpenTaps.
Figure 3. OpenTaps screenshot [22]
In Figure 3 is illustrated the work ambient of OpenTaps tool. In the left of the figure is visible a
menu options, in top is visible some tabs of options. In the right of the figure is visible the user
‘home’ and in the bottom a table of pending activities.
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4.4. SugarCRM
SugarCRM [10] is a software company based in California. SugarCRM includes some features,
such as: sales-force automation, marketing campaigns, customer support, collaboration and
reporting.
SugarCRM is one of the premier CRM solutions, which today has over 4 million of users. The
open source version is developed in PHP, this project is growing rapidly and has an active
developer community [30].
The main features of SugarCRM tool are [10]: scalability of pages to application; contacts
management; relationship accounts; marketing campaigns; tasks and activities management;
documental management; Web portal; occurrences management; processing emails.
The requirements to support the application are: operating systems - Linux, Windows or Unix;
PHP 5.2.x (or higher); MySQL 4.1 (or higher) or MS SQL Server; Apache 1.3 (or higher), IIS 6
(or higher) or NGINX 1.x (or higher, with php-fpm); HD with 100MG; Around 64M of memory
by user.
Figure 4. SugarCRM work ambient [23]
The Figure 4 illustrates the work ambient of SugarCRM. On the left in the figure is visible a
menu options, in top exists some tabs, on the right is illustrate a calendar and a chart, on centre is
visible a table with upcoming appointments of user. In comparison with other tools, SugarCRM
present a big amount of icons and tabs.
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4.5. Vtiger
Vtiger [11] is an open source business-oriented solution, built on platforms LAMP/WAMP
(Linux/Windows, Apache, MySQL and PHP).
Vtiger has been developed by the same development community of SugarCRM, with the
intention of developing an open source CRM solution and providing similar functionality to
SugarCRM and Salesforce.com.
Vtiger CRM has 15 modules: covering Marketing, Sales, Support, Inventory, and project
Management functions. Vtiger is available in more than 15 different languages[11].
The main features of Vtiger are: sales automation; control support; Marketing automation;
inventory management; support for multiple database systems; security control; product
customization; integrated calendar; integration with email service; add-ons (plug-in for Outlook,
MS Office, Thunderbird, customers portal and web forms).
Vtiger software needs the following requirements: operating system - Linux or Windows; Apache
2.0.40 or higher; MySQL 5.1.x or higher; PHP 5.0x or higher; Firefox or Internet Explorer;
minimum of 200 MB free disk space; minimum of 256MB RAM.
Figure 5. VtigerCRM screenshot [24]
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The Figure 5 illustrating the appellative ambient of VtigerCRM tool. On the left in figure is
visible a browser search, a list of last viewed, a time zone setting and a calculator. In top of figure
is visible a set of option tabs. In centre of figure is visible the properties of email service.
4.6. Free CRM
Free CRM [12] is an open source CRM software, which is a Web based solution for customer
relationship management and sales force automation. This is a software for up to 50 users that
doesn´t require to download any software. In the open source version, Free CRM is somewhat
limited with regard to storage capacity and security [25].
Free CRM is great for contact and lead tracking, sales and contact management, sales pipeline
management and forecasting, customer services and business management [27].
The main features of FreeCRM are: contact and lead tracking; sales and pipeline management;
support ticket & service management; advanced security & uptime; superior technical support;
tasks; reports; calendar.
FreeCRM has some specifics available functionalities [12]:
• Calendar – schedule all of meetings and calls using the scheduler; track team member’s
availability and schedule; set multi-user alerts that send notification emails to all
members.
• Company – track calls, history, trouble tickets, and sales activities; introduce workflow
and automation to sales campaigns, vendors and prospects; bridge contact management
data with tasks, deals, calendar events, and more.
• Contact – import contact lists from any spreadsheet file; synchronize the new contacts
and related information in real time; empower full sales potential with an interface that
allows to get down to business with contacts database.
• Deal – create a complete view of your sales process; analyze the progress any given
campaign, cycle or employee is doing; quantify your sales success over time.
• Task – get the tasks priority; create custom tasks types specific for business; assign tasks
to team members or employees; give workflow and status of the tasks; delegate workload
across the team.
• Case – customize support issues with our custom fields; assign issues to one or multiple
team members; track the cases so no customer issue falls through the cracks.
• Call – create call campaigns; automate calls; organize follow-up.
• Email – integration with the service of POP email.
• Doc – management documents.
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• Form – give customer a quality feedback form; give your staff questionnaires and scripts;
build custom surveys for sales, marketing, and customer satisfaction.
• Report – generate charts and graphs of company performance; generate hard numbers
based on calls campaigns, email campaigns, tasks, deals, and much more; choose from
over 70 pre-defined reports.
The requirements systems, necessary to run the application are [28]: Internet Explorer or
Netscape.
Figure 6. FreeCRM screenshot [12]
In Figure 6 is visible the ambient of work of the FreeCRM tool. In the top of figure is visible the
option tabs, on the left is possible view the options menu, in centre of figure is visible the list of
tasks.
5. RELATED WORK
According to a publication of Global Alliance of SMEs [31], SMEs represent over 98% of
companies worldwide; based on this percentage we have focused our research into small firms
with lower investment capacity. CRM systems are a necessity for companies and organizations
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53
to improve their competitiveness. However, there are not many papers focusing into open source
CRM tools. For example [32] and [33], evaluate and present a review of the top 10 CRM open
source solutions based on utility, business models and developer communities. In [32] they show
a comparison between the top 10 CRM tools, containing a features table of each tool, helping to
decide which is the best tool. In a white paper published by CRM Outsiders [34], an industry
blog, and sponsored by SugarCRM is given a description about advantages and disadvantages of
the use the CRM systems by SMEs. In [35] is presented the evaluation about the costs between
open source and proprietary solutions. The choice of CRM tool is very important, such as, the
knowledge of the importance its use, for this purpose, references [36] and [37] may be useful. In
[38] is described an application for evaluating CRM open source systems. And [39] presents a
description about a comparison about assessment methodologies between free and open source
software. However, companies sponsor most of these works and there are not many research
papers. In our work we presented an independent evaluation of open source CRM tools.
6. CONCLUSIONS AND FUTURE WORK
Nowadays, the contact lists, the customers profile information and a basic knowledge about
customers have a great importance for the enterprises and organizations. Data is the most
important asset in any organization, from which it is possible to extract information and transform
it into knowledge.
The main objective of this work was to promote some open source CRM solutions for small
enterprises and organizations. The adoption of open source CRM tools has many advantages for
SMEs, as the possibility of really trying the system, reduction of vendor lock-in, low licence cost
and possibility of in-depth personalization. Taking into account the importance of data for
enterprises and organizations, is essential the acquisition these tools by enterprises and
organizations.
All the described tools, CiviCRM, OpenCRX, OpenTaps, SugarCRM, Vtiger and Free CRM,
have the particularity of being open source, not entail any licence costs. Each CRM solutions
analyzed here has its particularities, their advantages when compared with others, different
features, different difficulties of using and differences in system requirement.
When choosing of the CRM tool to adopt, is important that the final customer evaluate the tool
taking into account the requirements of the organization and evaluate the features of each tool.
The easiness of adapting the tool is one of the aspects to consider.
It is often difficult to evaluate which the best solution CRM to implement in organizations, taking
into account the best solution is also conditioned by the specific needs of each company. Taking
into account the lack of related works, and how we do not implement in practice each of the tools,
would not be fair to define which/what the best of these solutions. The sources [4] and [5] elect
the same tools as the best open source CRM today. This is a good idea for a future work, examine
in practice, what the top tree best CRM open source systems.
Overall, the CRM tools described here, have the potentiality for help small enterprises and
organizations in their day to day, contributing for contacts management of customers, tasks
management, save the customers data, and define customer profile. Among all the features the
most important is the fact to be open source and without licence costs. From our evaluation, we
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54
conclude that we should not elect any of the tools as the winner. All analyzed tools have
capacities that can be adopted by companies and organizations and all have quality to serve the
needs and requirements of SMEs.
We can conclude the world of open source tools has good solutions to be implemented in small
and medium enterprises. This type of systems also allows the organizations to modernize and
optimize their business processes at low costs.
REFERENCES
[1] Melissa C. Lin A Study of Main stream Features of CRM System And Evaluation Criteria, , 2003
[2] Adrian Payne. Customer Relationship Management. www.crm2day.com, 2002.
[3] Hubert Baumeister, “Customer Relationship Management for SME’s “, Institut fur Informatik,
Munchen, German, 2002
[4] Jun Auza “Best Free and Open Source CRM Software”, June 2010,
http://www.junauza.com/2010/06/open-source-crm-software.html
[5] Sundheer Raju, “Top 7 Free/Open Source “CRM” tools”, January 2011. ToolsJournal,
http://www.toolsjournal.com/tools-world/item/141-top-free-crm-tools
[6] Boon Loh, Khain Koo, Kee Ho and Rosnah Idrus, “A review of Customer Relationship Management
System Benefits and Implementation in Small and Medium Enterprises”,
http://www.wseas.us/elibrary/conferences/2011/Brasov2/MCBANTA/MCBANTA-44.pdf
[7] CiviCRM, http://civicrm.org/
[8] OpenCRX, http://www.opencrx.org/index.html
[9] OpenTaps, http://www.opentaps.org/
[10] SugarCRM, http://www.sugarcrm.com/crm/
[11] Vtiger, http://www.vtiger.com
[12] FreeCRM, http://www.freecrm.com/
[13] http://www.opencrx.org/downloads/200705M30_Linux_Magazine_OpenCRX.pdf
[14] http://www.opencrx.org/downloads/200802M39_Linux_Magazine_OpenCRX.pdf
[15] http://en.wikipedia.org/wiki/Opentaps
[16] http://www.opentaps.org/about-opentaps
[17] http://en.wikipedia.org/wiki/SugarCRM
[18] http://sugarcrm.com.pt/item2_detail.php?lang=0&id_channel=11&id_page=4&id=1
[19] http://www.crmreview.org/Salesforce-CRM-Review.htm
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[20] http://www.2020media.com/content/view/232/45/
[21] http://download.pmi.it/crm/0/335/opencrx.html
[22] http://ostatic.com/opentaps/screenshot/1
[23] http://www.swotti.com/tmp/swotti/cacheC3VNYXJJCM0=U29MDHDHCMUTU29MDHDHC
MU=/imgSugarCRM2.jpg
[24] http://www.swotti.com/tmp/swotti/cacheDNRPZ2VYIGNYBQ==U29MDHDHCMUTU29MDH
DHCMU=/imgvtiger%20CRM1.jpg
[25] http://www.smallwebusiness.com/free-crm-software .html
[26] http://savedelete.com/best-free-web-based-business-apps.html
[27] http://www.slideshare.net/catiabrito/open-source-449595
[28] http://open-source.gbdirect.co.uk/migration/benefit.html
[29] http://www.outsource2india.com/software/articles/open-source-software.asp
[30] http://www.concentricsky.com/about/technology/sugarcrm/
[31] Global Alliance for SMEs, http://www.globalsmes.org/html/index.php?func=expo2010&lan=en,
June, 2010
[32] Chris, “The top 10 Open Source CRM Systems”,
http://crmsearch.com/top-10-open-source-crmsystems.php
[33] Fadi Amroush and A. Baderddeen Alkhoder, “Evaluation of Open Source CRM Systems”, 2008
[34] Chris Bucholtz, “CRM and Small Business: Smaller, Faster, Better”, 2011
[35] SugarCRM, “CRM Total Cost of Ownership: Comparing Open Source Solutions to Proprietary
Solutions”, Business white paper, 2005.
[36] Michelle Murrain, “Open Source CRM”, Nonprofit Open Source Initiative, March 27, 2008
[37] Optaros, “Understanding Open Source CRM”, Optaros white paper,
http://61.153.44.88/crm/optaros_wp_os_crm_20060316.pdf
[38] Lerina Aversano, Maria Tortorella, “Applying EFFORT for Evaluating CRM Open Source Systems”,
Proceedings of Product-Focused Software Process Improvement - 12th International Conference,
PROFES 2011, Torre Canne, Italy, June 20-22, 2011, pp. 202-216.
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16. International Journal of Managing Information Technology (IJMIT) Vol.3, No.4, November 2011
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Authors
Jorge Bernardino is Coordinator Professor of the Department of Systems and Computer Engineering at
the ISEC (Instituto Superior de Engenharia de Coimbra) of Polytechnic of Coimbra, Portugal. He was
President of ISEC from 2005–2010 and President of Scientific Council during 2003–2005.He received his
PhD Degree in Computer Engineering from the Computer Engineering Department of the University of
Coimbra in 2002. He is member of Software and Systems Engineering (SSE) group of Centre for
Informatics and Systems of the University of Coimbra (CISUC) research centre. His main research areas
are Data Warehousing, Business Intelligence, database knowledge management, e-business and elearning.
Marco Tereso studied Computer Science - Information Technology and Multimedia at ESTGOH (Escola
Superior de Tecnologia e Gestão de Oliveira do Hospital) and attained his graduation in 2009. After
completion of graduation joined the ISEC (Instituto Superior de Engenharia de Coimbra) where attends the
Master of Informatic and Systems - Software Development. At this moment is to finish the master's thesis
on open source business intelligence tools under the orientation of Prof. Jorge Bernardino. His main
research areas are Business Intelligence and open source systems.