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The Basics Of CRM

A brief introduction to Customer
   Relationship Management
What is CRM ?
  CRM (Customer Relationship Management) are
  the concepts used by organizations to manage
  their relationships with customers. This
  includes
• Capturing Leads
• Storage and analysis of the customers, vendors
  and partners
• Internal information (organizational)
CRM Ecosystem
Coined in by META group CRM has 3
aspects

• Operational
• Collaborative
• Analytical
Operational Aspect
Operational aspect of CRM is automation to
Customer’s processes including front office sales /
service and marketing representative.
Any customer interaction is recorded by CRM, so
that any one can retrieve the customer
information at anytime without having to
interfere about interaction history
Collaborative Aspect
Direct interaction with customers
without interference of sales
representative. Cost reduction and
better customer services through
automated voice response, email
feedbacks, SMS, IVR etc.
Analytical Aspect
Analysis of Customer Data for
purposes like optimizing marketing
effectiveness, customer retention,
behavioral analysis, decision making
Key Features of CRM
A Typical CRM consists of 3 Sub
Modules:
• Marketing
• Sales
• Services
Key Features of CRM
A Typical CRM consists of 3 Sub
Modules:
Marketing, Sales And Services
Main Share in Market
According to Gartner a 2005 study
shows earnings like
• SAP – 1475 million US$
• Siebel – 966 million US$
• Oracle – 368 million US$
• Salesforce – 281 million US$
• amdocs – 276 million US$
• Others – 2,333 million US$
CRM Now
With increasing popularity of Open Source
vendors have started openly marketing CRM.
Some Open source CRM’s to note are:
• Sugar CRM http://www.sugarcrm.com/crm/
• XRMS http://xrms.sourceforge.net/pagebuilder.php?s1=18
• Vtiger http://www.vtiger.com
• OpenCRX http://www.opencrx.org/
Top CRM Companies
   Siebel, Amdocs, PeopleSoft, Oracle,
   SAP, EDS, Avaya, Baan, Aspect,
   E.piphany, Pivotal, Kana, eGain,
   Primus, Quintus, Trilogy, Motive,
   Brightware, Annuncio
At The End
           Choosing the right CRM helps Client interaction and
           understanding efficient initiating process of better
           service and customer retention.



                                                                    Thanks
                                                       Amal Krishna Biswas



All Logos are Copyrighted and registered by respective Companies. Used as in basis for a CRM
Presentation and Company awareness.

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The Basics Of Crm

  • 1. The Basics Of CRM A brief introduction to Customer Relationship Management
  • 2. What is CRM ? CRM (Customer Relationship Management) are the concepts used by organizations to manage their relationships with customers. This includes • Capturing Leads • Storage and analysis of the customers, vendors and partners • Internal information (organizational)
  • 3. CRM Ecosystem Coined in by META group CRM has 3 aspects • Operational • Collaborative • Analytical
  • 4. Operational Aspect Operational aspect of CRM is automation to Customer’s processes including front office sales / service and marketing representative. Any customer interaction is recorded by CRM, so that any one can retrieve the customer information at anytime without having to interfere about interaction history
  • 5. Collaborative Aspect Direct interaction with customers without interference of sales representative. Cost reduction and better customer services through automated voice response, email feedbacks, SMS, IVR etc.
  • 6. Analytical Aspect Analysis of Customer Data for purposes like optimizing marketing effectiveness, customer retention, behavioral analysis, decision making
  • 7. Key Features of CRM A Typical CRM consists of 3 Sub Modules: • Marketing • Sales • Services
  • 8. Key Features of CRM A Typical CRM consists of 3 Sub Modules: Marketing, Sales And Services
  • 9. Main Share in Market According to Gartner a 2005 study shows earnings like • SAP – 1475 million US$ • Siebel – 966 million US$ • Oracle – 368 million US$ • Salesforce – 281 million US$ • amdocs – 276 million US$ • Others – 2,333 million US$
  • 10. CRM Now With increasing popularity of Open Source vendors have started openly marketing CRM. Some Open source CRM’s to note are: • Sugar CRM http://www.sugarcrm.com/crm/ • XRMS http://xrms.sourceforge.net/pagebuilder.php?s1=18 • Vtiger http://www.vtiger.com • OpenCRX http://www.opencrx.org/
  • 11. Top CRM Companies Siebel, Amdocs, PeopleSoft, Oracle, SAP, EDS, Avaya, Baan, Aspect, E.piphany, Pivotal, Kana, eGain, Primus, Quintus, Trilogy, Motive, Brightware, Annuncio
  • 12. At The End Choosing the right CRM helps Client interaction and understanding efficient initiating process of better service and customer retention. Thanks Amal Krishna Biswas All Logos are Copyrighted and registered by respective Companies. Used as in basis for a CRM Presentation and Company awareness.