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Project Synopsis
Title of Project……………………………….……………………………………………………Page 5
Statement about Problem…………………………………………..…………………………Page 9
Objectives and Scope of Study………………………………………….………………….Page 11
Methodology……………………………………………………………….….………………….Page 15
Chaperisation scheme………………………………………………….…………….……….Page 21
Performa for Synopsis of Project …….……………………………….………………….Page 24
Guides Resume …………………………………………………………….…………………..Page 25
(This Project Synopsis is submitted in partial fulfillment of the requirement of Master
of Business Administration, Institute Of Management Technology Centre Distance
Learning, Ghaziabad)
Table of Contents
2. Introductions
This is an additional section added to this synopsis. Please note that I have added this
section going beyond the guidelines mentioned as I had to convey the following
points:
This section has been added so as to provide a clear understanding of the solution
which I am trying to highlight.
marketing, engineering, customer support and training. They also serve as the
foundation for broader strategic initiatives in e-business and organizational
development.
We build long term client relationships with close interaction at every level of
management to implement solutions that are customized to meet our client’s needs.
We use our experience and expertise to analyze the client's objectives and business
goals, then choose the correct methodology and an appropriate mix of technologies.
Compro's specialized team of engineers, software developers, technical content
specialists and graphic designers is based in New Delhi, India. Marketing and
customer support offices are located in the United States and the United Kingdom.
The simplest, broadest definition can be found in the name: CRM is a comprehensive
way to manage the relationship with your customers — including potential customers
— for long-lasting and mutual benefit. More specifically, modern CRM systems enable
you to capture information surrounding customer interactions and integrate it with
every customer-related function and data point.
The resulting information mosaic is then used to create and automate a variety of
processes that identify, and describe, valuable customers. Most important, these
processes help you personalize new and ongoing interactions to cost-effectively
acquire, stay close to, and retain these "good" customers.
What will it take to keep the good ones good (or make them better)
— and how can you get more of them?
Can you improve the not-so-good ones — and is it worth the effort?
What are your targets and how much money is each and every
employee generating?
Why should the customer wait for a resolution for his problems?
Now if I apply these principles automatically, to my entire customer base and
prospect pool, as your business and the market evolve over time. That is CRM.
Good CRM isn't easy and the same applies to explaining the reason of me
choosing this as a project.
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CRM can mean increased customer loyalty and profitability. But that path involves
top-to-bottom buy-in; analysis and redesign of existing processes to accommodate
reams of new information; and implementation of whatever new technology is
required. Depending on the size of the company, this process can take a few weeks to
a year or more, and involve simple Web-based programs to multi-million dollar
installations.
Why? Perhaps it's because they deliver integrated, completely customizable enterprise
applications for companies of all sizes. Or maybe it's because Salesforce is so easy to
learn and use, and thanks to the power of the on-demand Force.com platform, it can
be up and running in weeks or days—not the months or years required by traditional
client/server CRM software. Or it could be the unprecedented speed with which our
customers see real, tangible ROI. Or maybe it's because of our 100-percent
dedication to the success of our customers.
• Corporate Express
• Daiwa Securities
• Expedia Corporate Travel
• Dow Jones Newswires
• SunTrust Banks
• Kaiser Permanente
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Salesforce.com was founded in 1999 by former Oracle executive Marc Benioff, who
pioneered the concept of delivering enterprise applications via a simple Web site.
Salesforce.com is constantly building on that legacy by improving and expanding our
award-winning suite of on-demand applications, our Force.com platform for extending
Salesforce, and our one-of-a-kind AppExchange directory of on-demand applications.
The growing list of global business partners dedicated to providing complementary products and
services to salesforce.com customers includes IBM, Microsoft, BEA Systems, Sun, TIBCO,
PricewaterhouseCoopers, Miller Heiman, and dozens more.
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Tulip IT Challenges
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Tulip IT Impacts
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I have chosen “Systems” as a Major subject in IMT. I work as a CRM consultant with
Compro Technologies Pvt. Ltd and here my role is to
Understand and Analyse the issues faced by customers and on this case Tulip
Train Tulips end users with the solution provided so as to increase adoption
rate
The Chaptersisation Scheme in topic number 7 has been designed keeping the
Objectives in mind and provide a complete analysis of the solution provided to the
objectives highlighted above.
Through 2008, customer service capabilities delivered in the SaaS model (or
applications on demand) will be the most prominent in the business-to-business
(B2B), low-volume call/contact center. Software providers that have targeted this
market, within whose definition the midsize enterprise also falls, must have an SaaS
model to compete as visionaries (see "Software as a Service for Contact Center CRM:
Limited but Promising"). For more-complex environments, SaaS is not yet an accepted
standard nor will it be during the next three years. In our evaluations, we point out
when we foresee a potential challenge for a product based on this qualification. By
2013, at least 75% of customer service centers will use a form of SaaS (0.7
Probability). Through 2011, fewer than 10% of organizations will select SaaS for
complex business process support (0.7 probability). Through 2008, SaaS offerings for
the contact center will not serve high-volume and high-complexity processes (0.8
probability). Weigh the benefits of the SaaS model (faster time to deploy and, hence,
time to benefit) against the rationale behind demonstrating a more specific total cost
of ownership (TCO) analysis.
The desktop tools to enhance agent capabilities augment the contact center agent
desktop. These vendors make key contributions to the customer service contact
center space. The complexity of managing the customer's intentions and expectations
in a cross-channel environment is straining the capabilities of core customer service
applications and making the use of these agent-knowledge-augmentation solutions a
critical feature in most contact centers.
What’s behind the growth curve? Findings from our surveys and interviews with
customer-oriented business and IT executives highlight the business needs spurring
continuing investment in CRM solutions. These include:
To understand this we must read what CRM gurus have to say about the solution we
have offered to Tulip.
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The survey of CEOs that I did had performed that driving growth and innovation are
critical concerns for chief executives.
1) Acquiring new customers (53% of those surveyed picked this as top priority);
3) Increasing revenue from current customers March 1, 2007 Trends 2007: Customer
Relationship Management by William Band with Sharyn Leaver and Mary Ann Rogan
Trends 2007: Customer Relationship Management 2 March 1, 2007 (49%);
Customer-facing managers are taking a harder look at how new processes and
services affect the end customer experience. In a recent survey of senior executives
at 176 large firms in North America, we found that 60% felt that it was “critical” and
36% felt that it was “very important” to improve the customer experience.3 As
companies add more interfaces to their growing portfolios of products and services,
they are touching customers’ lives more every day — and creating a growing
opportunity to weave those touches into an overarching, branded customer
experience that sets them apart from the competition. CRM initiatives are being
refocused on creating experience-based differentiation: systematically integrating
experience as a feature within the design of products and services.
Forrester has long maintained that the successful selection, implementation, and
adoption of technology require a major emphasis on business processes. Customer
demand, market dynamics, and technology are driving CRM functionalities to more
easily integrate with the enterprise resource planning (ERP) and supply chain
management (SCM) functions. The result: better support for end-to-end business
processes, even those originating from customer-facing interactions.
Sales, customer service, and marketing executives want application user interface
(UI) and workflow designs that align with the working practices of day-to-day users.
This desire for more user-friendly applications is driving interest in CRM application
upgrades as vendors make better UIs available in new releases.
The scope of this project would entail detailing the following stages of the Project Life
Cycle (PLC). This is a 13 – 17 man day implementation cycle project including
Salesforce.com training.
The Project Life Cycle analysis sheet:
Requirements Study/Analysis
PLC Takeaways:
4.2.5. Tab by Tab understanding of the custom fields/ custom codes required
5. Methodology
This section will introduce us to the process which would be used to implement the
Salesforce.com for Tulip IT. This section has been designed in such a way that there
is a clear understanding of the
Product Terminology
Requirements from Tulip IT
How these requirements were fulfilled by the solution.
How was Tulip trained to use the solution to achieve success.
5.1.1. Leads
5.1.1.1.2. Assignment
5.1.1.1.3. Scoring
5.1.1.1.4. De-Duplication
5.1.1.1.5. Follow up
You’ll want to devise a set of qualification questions which are required for a rep to
convert the lead. For example you might want to capture current situation, pains,
opportunity size, timeframe, budget, decision maker, and main competitor. This
information can be added as a call note to the activity history to ensure a smooth
hand-off to the tier two sales rep. Salesforce.com also offers a call scripting
application which allows you to create scripts using branched wizards and lead
scoring. This is especially helpful in training new reps or selling complex products.
rep simply appends the new opportunity. During the conversion process the rep will
usually re-assign it to a tier two sales rep who will manage it through the sales cycle.
While the new sales rep will receive an email notification, it’s a good idea to send a
hand-off email to the customer with contact information for their Account Executive.
Before we move on to explain steps in the sales cycle, we should talk a little bit about
what happens to developing and archived leads. The lead status developing is used
for leads which have a follow-up task which extends beyond 30 days. For example the
prospect might say, “We aren’t quite ready yet, but give me a call back in 3 months.”
This keeps the ownership in the hands of the sales rep who owns the follow-up task.
For those opportunities which are archived, Marketing should come up with a
quarterly email campaign to maintain the relationship and re-new interest.
5.1.2. Accounts
Each sales organization will have their own sales methodology which can be mapped
to Salesforce. Some popular ones include Miller Heiman, Solution Selling, the Complex
Sale, and ValueVision. With each methodology you’ll have a set of sales stages and
actions which are to be performed. For example, your stages might be lead, needs
analysis, confirmed, objection handling, selected, negotiating, closed/won, closed/lost.
Each sales stage also has a probability associated with it which will help forecast
revenue.
When you win deal and bring on a new customer there should be a whole new set of
steps that kick off, and begin the account management process.
5.1.3. Contacts
The role that a contact plays in a specific account, contract, or opportunity, for
example Decision Maker, Evaluator. You can mark one contact as the "primary"
contact for the account, contract, or opportunity. A contact may have different roles
in various accounts, contract, or opportunities.
5.1.4. Opportunities
Information on specific sales and pending deals that you want to track.
5.1.5. Contracts
A written agreement defining the terms of doing business between two or more
parties.
5.1.6. Assets
A specific model or type of product that a customer owns. Depending on how your
organization uses assets, they can represent your products that the customer has
purchased and installed or your competitor’s products that the customer uses.
5.1.7. Products
Any item or service your organization sells. Products are defined within a price book,
and can be added to opportunities. Available in Professional, Enterprise, Unlimited,
and Developer Editions only.
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5.1.8. Forecasting
Projections of sales based on the organization's fiscal year.
5.1.9. Cases
Detailed description of a customer’s feedback, problem, or question. Used to track
and solve your customers’ issues.
5.1.10. Solutions
Detailed description of the resolution to a customer issue.
This process map has been designed in Microsoft Power Point and then demonstrated
here as a picture due to the limitations of the project synopsis guidelines.
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6. Questionnaire
This questionnaire would be used as a guide to the BPR session that would be carried
out at Tulip IT. This pertains to a typical CRM need. This should be answered keeping
in mind that a company is willing to adopt a CRM to automate their sales and support
process.
7. Chapterisation Scheme
The project that would be submitted would have five chapters providing an end to
end guide to how the CRM in picture would cater to the issues raised during the BPR
session held with Tulip IT.
It would cater to all the pros and cons of CRM’s and the reason for evaluating this
CRM’s as a vendor of choice for Tulip IT.
CRM Introduction
Tulip IT expectations from a CRM
Implementation Statistics i.e. Tab by Tab analysis of fields required by Tulip.
CRM Enhancements
CRM Roll-Out guide
Conclusion
This chapter would be designed in such a way to provide an overall scenario of the
CRM world and the lateral shift of CRM’s from “Client-Server” to “On Demand”
7.2.4. Forecasting
The CRM that we chose had a immediate need to be deployed and this chapter and
the chapters below would demonstrate the key deliverables that need to be taken
care of for a our quick and successful rollout the CRM. Each task includes
implementation information to help you understand how we built the CRM for our
organization effectively. This would be included in 9 different chapters as mentioned
below.
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7.5. Conclusion
At the end of the project report we can mention why an organization would and
should use a CRM and the key benefits.
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Systems
9. Guides Resume
As per the guidelines please find below the resume of Mr. Jolly Naurla who has guided
and helped me design the below project. He also assisted me run this project within
our organization, without his approval this would not have been possible.
********************************************************************
Email: jolly.narula@gmail.com
PROFILE
TECHNICAL SKILLS
CAREER SUMMARY
Information technologies professional with extensive experience of over 17 years
in managing, designing, developing, delivering and validating complex systems
Expertise in developing applications ranging from Intelligent Product Catalogs,
Order Workflow systems, Client-Server databases, Sizing tools for engineered
products companies to Interactive Training systems.
Architected and developed an application “Time Management System”, a time
keeping recording system that is currently being used in the organization for
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PROFESSIONAL EXPERIENCE
S. No Duration Designation
1 2003 – Present Technology Project Coordinator
2 2000 – 2003 Sr. Software Engineer
3 1995-2000 Software Engineer
4 1990-1995 Sr. Programmer
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Salesforce.com Projects
Client: Salesforce.com
The application also provides the ability for the user to edit any duplicate lead by
opening the lead information detail page. The application is available on AppExchange
at the following URL:
http://www.salesforce.com/appexchange/detail_overview.jsp?id=a0330000003482gA
AA
My Role includes:
Developed a tool internally that works similarly to Data Loader tool of Salesforce.com;
for Compro Salesforce.com team. The concern regarding the Data Loader tool was
that it downloads the Salesforce.com Object (Table) once at a time. Incase any user
would like to download all the objects; that can be downloaded one by one.
The Tool that I developed overcomes this concern of downloading the object once at
a time and the user is given privileges to download the Salesforce.com objects
(Tables) based on the multiple selection of Salesforce.com objects.
This tool is purely a java-based client and supports extraction of Sales Force data
(Tables) using the AppExchange API. This can be deployed using JNLP and Java Web
Start on the Client side.
My Role includes:
Sales business process. Few Customers for which we successfully implemented the
Salesforce.com customizations are:
On the related note, also provided the two day training to “Daniel Measurments and
Control Inc.” with regards to Salesforce.com solution.
E-Learning Projects
GAL Inc. is one of the leading manufactures of Lift & Elevator equipment in USA. It
controls majority of US door operator market.
GAL – Catalog is one the project that helps in searching efficiently the part
information for the part in GAL Configurator Database and ERP Database. T
My role includes:
Managing the day to day activity with the Clients using email, teleconference
Designing of Catalog Concepts and use of Spring Framework for
implementation
Coding, Testing and Release activities (includes Uploading of code and Scripts
execution for Database updates at Production server).
Skill Set Used: Java, JSP, Spring, Ajax, Oracle 8i, and JRun 4.0.
Managing interaction with the Graphics team, ID Team and Content people to ensure
high quality products/ services and business growth & profitability.
Providing technical support for content integration with the learning management
system (MOODLE in this case) to ensure conformance with SCORM, the de facto
standard for e-Learning content.
Developed prototypes, data models and technical documents for internal use and to
validate ideas in standards initiatives.
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Course Technology is one of the leading publishing house which teaches electronic
learning solutions to help students learn, and individuals expand their interest in
understanding current Microsoft Product (Office, Internet Explorer) technologies.
Two types of products which are marketed, one is SAM (Skill Assessment Manger)
and the other is TOM (Training Online manager). SAM is a Web-based software
application that measures users’ proficiency in the Microsoft Office 2003 applications
suite (Access, Excel, PowerPoint and Word), and Internet skills. AND TOM is a tool
that guides user to prepare him for the computer skills in a hands-on environment.
Role Includes:
Managing the relationship with clients ensuring high quality products/ services
and business growth & profitability for the organization.
As a Technology-Project Coordinator and key team lead participant,
understanding client requirements and provide support in developing the
application architecture.
Developing the project plan, timeline, resource requirements though the
entire software development lifecycle.
Provide support in building strong, dedicated teams with multiple skills.
Managing the project team, imparting technical guidance and support.
Providing assistance to the Project Management Group for interaction with
client over emails and tele-conference.
Skill Set Used: XML, ASP, Java Script, SqlServer, and IIS 4.0.
GAL Inc., US is one of the leading manufactures of Lift & Elevator equipment. It
controls majority of US door operator market.
Responsibilities:
My contribution was involved in the design (database & object model) and
development of both server-side and client side components of the Product
Catalogue, configurator, estimates, and Product Database.
Played a Team Lead role in the Database Design of the Product Database and
the design of the Configurator Framework
Coding, Responsibility of coordinating the development efforts of the team.
Testing and Release activities.
Assisted the project Manager for interaction with client over emails and tele-
conference.
Skill Set Used: Java, JSP, JDBC, Java Script, Oracle 8i, and JRun 4.0.
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The striking feature of the selector page was that it searches the database and
updates the available features in the page without refreshing the screen.
Responsibilities:
Skill Set Used: Oracle, Oracle Application Server, PL/SQL, and Java.
Skill Set Used: Adobe Photoshop, Authoware 5.0, and MS Access 2.0
Skill Set Used: Visual Basic 6.0, DAO, and MS Access 2.0
EDUCATION