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Relationship Management
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Introduction
Customer Relationship Management
(CRM) is the term given to the concepts
that a company employs to manage its
relationship with their customer.
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Why Need CRM
Every company do CRM – one way or other.
Few Facts : why need CRM
Not a single point of contact
Communication Gap
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Goals of CRM
The idea behind CRM to gain insight into the behavior of customers and the
values of those customers. If it works as hoped then business can :-
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Types of CRM
• Operational CRM which provides support to front office, business
processes including sales, marketing and service. Operational CRM
processes customer data for a variety of purposes:
• Managing campaigns
• Enterprise Marketing Automation
• Sales Force Automation
• Sales Management System
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Types of CRM
• Consumer Relationship CRM covers aspects of a company's
dealing with customers handled by the Consumer Affairs and
Customer Relations contact centers within a company.
Representatives handle in-bound contact from anonymous
consumers and customers.
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Types of CRM
• Collaborative CRM covers aspects of a company's dealings with
customers that are handled by various departments within a
company, such as sales, technical support and marketing.
Collaborative CRM's ultimate goal is to use information collected by
all departments to improve the quality of services provided by the
company.
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Web Based CRM
Web based CRM are different from traditional CRM in look and feel.
Benefits :-
• Low implementation Cost
• Rapid Development
• Accessibility
• Instant Information Sharing
• Light Weight
Features :-
• Power Dialing
• Voice Messaging
• Fax / email Customization
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SAP – CRM Modules
Web
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Benefits of CRM
improved Improve
Vision Growth customer Sales & Profit
satisfaction Service
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Cost Calculations
• CRM Cost Includes :-
Hardware Cost
Software Cost
Professional Services
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Q&A
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Thank you !!
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Appendix A – Market Capitalization
Vendor % Share
Oracle 16.3%
SAP 25.3%
Salesforce 8.3%
Amdocs 5.2%
Microsoft 4.1% *Data as
per year
Others….. 40.6% 2006-07
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Appendix B – CRM Definition
• CRM is an IT-enabled business strategy, the outcomes of which
optimize profitability, revenue and customer satisfaction by
organizing around customer segments, fostering customer-
satisfying behaviors and implementing customer-centric processes.
- Gartner Group
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