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Presented by:Jennifer Luu
Isidro GonzalezBlanca Y. Vázquez
May 30, 2007
www.brotecs.com/products/image/crm_04.jpg
Definition “CRM programs help a company manage
all aspects of customer encounters, including marketing and advertising, sales, customer service after the sale, and programs to help keep and retain loyal customers.”
J
(Stair & Reynolds, p. 51)
www.icongmbh.de/images/grafiken/crm.jpg
CRM Software
Made up of both business management and automation of the front-office (sales and marketing) divisions of an organization
Meant to address the needs of divisions within an organization and to allow them to share data on prospects, customers, partners, competitors and employees
The purpose of CRM software is to manage the customer through the entire lifecycle; i.e., from prospect to qualified opportunity to order.
Automates many of the needs of the front-office and provides a standard framework for pushing leads through a sales pipeline and managing it
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Why is CRM Needed?
Can help a company collect: Customer data Contact customers Educate customers on new
products Actively sell products to existing
and new customers Can be used to get customer
feedback to help design new products and servicesJ
CRM and IT Thinking about CRM in primarily technical
terms is a mistake.
Better: CRM is a strategic process to better understand customers’ needs and how to meet those needs and enhance your bottom line.
Depends on integrating lots of information about customers and market trends.
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CRM and IT example
Iwww.amigolog.com/Amigolog-CRM-Overview-En.jpg
CRM and GIS
GIS technology becoming more
commonplace in daily operations
Company advantage
Growth in consumer and enterprise uses of geographic Information Systems (GIS) Technology
Mapping GIS growth
GIS and the business---Truck companiesI
CRM and GIS (cont.)
Microsoft MapPoint
Ihttp://www.microsoft.com
CRM Implementation Focus on customer needs
Start with a pilot program
Include a scaleable framework Think carefully about the company
Measure your data
Think what kind of data to collect and storeI
CRM Costs Depends on the application
Hosted sales application $65 to $150/Mo Sophisticated functionally and greater
support (Several thousands of dollars even millions)
Companies buy different packages or a single, integrated package
email marketing and sales force automation
other companies can buy the integrated package data base, applications for marketing, sales, and customer service and supportI
Keys to Successful CRM Software
Help identify and target, manage, and generate
Assist to improve sales, account, and management
Allow the formation towards customization
Provide employees with the information and processes needed
High functionality System reliability Management information Value for moneyJ
Sugar CRM
World's leading provider of commercial open source CRM
Founded: April 2004
Employees: 90
easily adaptable
allows companies to more easily customize and integrate business processes
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www.ursochappell.com/identity/sugarcrm-s.jpg
Sugar CRM (cont.) Offers many options
on-demand solutions- For companies who are comfortable with housing their customer information outside of their firewall and who do not have an IT staff to manage their CRM system
More Secure Transparent Flexible
on-premise solutions- for customers who would like to have their CRM information managed by IT managers behind their firewalls
Freedom/Openness Value Speed Support
SugarCube- for companies who view their customer information as too valuable to entrust to a third-party vendor but only have limited IT expertise
Fast Deployment Secure Data with Less IT Resources
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www.ursochappell.com/identity/sugarcrm-s.jpg
Siebel (Oracle)
Bought by Oracle
No.1 company in CRM
Features Comprehensive CRM software
solution Lower total cost of ownership Superior service solutions
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www.oracle.com/.../oracle_certasso_clr_rgb.jpg
Siebel (cont.)
Siebel On-demand Benefits and Features Complete and comprehensive Superior usability Performance and Scalability Industry-specific functionality Embedded contact center Easy customization, integration, and
expansion Prebuilt integration to Oracle back-office
applications Low, predictable costs Global Austin Data Center
Safe and Secure 24x7 AvailabilityJ
Conclusion
“As a rule, the further an industry is away from the end customer, the less important CRM is. “
-Thomas WilgumJ
www.acentre.com/graphics/comic_lg_crm.gif
QUESTIONS?!?!
Jwww.pavone.com/.../3966/$File/grfx-crm-x3.jpg
Sources http://www.cio.com/article/40295/
ABC_An_Introduction_to_CRM/2 http://www.oricle.com http://www.sugarcrm.com http://images.google.com/imghp?
svnum=10&um=1&hl=en&client=firefox-a&rls=org.mozilla:en-US:official&btnG=Search+Images
http://www.microsoft.com
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