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    Telicia Hill Hope Iglehart Nickie Shore: Customer Relationship Management

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    omshanker44
    Customer Relationship Management (CRM) is a business strategy that uses technology to organize a business around customer needs. It helps manage customer interactions and data to improve customer service, increase sales and profits, and gain competitive advantages. CRM systems track customer information, consolidate it for analysis, and convert it into processes to manage interactions across sales, marketing, and customer service departments. While CRM implementations can be complex and expensive, they provide benefits like increased revenue, profitability, and customer loyalty when successfully planned and adjusted to a company's business processes. Leading CRM software providers include Siebel Systems, SAP, and Microsoft for large enterprises, and Salesforce, Microsoft, and NetSuite for small and medium-sized businesses.

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    Telicia Hill Hope Iglehart Nickie Shore: Customer Relationship Management

    Uploaded by

    omshanker44
    113 views6 pages
    Customer Relationship Management (CRM) is a business strategy that uses technology to organize a business around customer needs. It helps manage customer interactions and data to improve customer service, increase sales and profits, and gain competitive advantages. CRM systems track customer information, consolidate it for analysis, and convert it into processes to manage interactions across sales, marketing, and customer service departments. While CRM implementations can be complex and expensive, they provide benefits like increased revenue, profitability, and customer loyalty when successfully planned and adjusted to a company's business processes. Leading CRM software providers include Siebel Systems, SAP, and Microsoft for large enterprises, and Salesforce, Microsoft, and NetSuite for small and medium-sized businesses.

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    Customer Relationship Management (CRM) is a business strategy that uses technology to organize a business around customer needs. It helps manage customer interactions and data to improve customer service, increase sales and profits, and gain competitive advantages. CRM systems track customer information, consolidate it for analysis, and convert it into processes to manage interactions across sales, marketing, and customer service departments. While CRM implementations can be complex and expensive, they provide benefits like increased revenue, profitability, and customer loyalty when successfully planned and adjusted to a company's business processes. Leading CRM software providers include Siebel Systems, SAP, and Microsoft for large enterprises, and Salesforce, Microsoft, and NetSuite for small and medium-sized businesses.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    113 views6 pages

    Telicia Hill Hope Iglehart Nickie Shore: Customer Relationship Management

    Uploaded by

    omshanker44
    Customer Relationship Management (CRM) is a business strategy that uses technology to organize a business around customer needs. It helps manage customer interactions and data to improve customer service, increase sales and profits, and gain competitive advantages. CRM systems track customer information, consolidate it for analysis, and convert it into processes to manage interactions across sales, marketing, and customer service departments. While CRM implementations can be complex and expensive, they provide benefits like increased revenue, profitability, and customer loyalty when successfully planned and adjusted to a company's business processes. Leading CRM software providers include Siebel Systems, SAP, and Microsoft for large enterprises, and Salesforce, Microsoft, and NetSuite for small and medium-sized businesses.

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    Download as pdf or txt
    of 6

    Customer Relationship Management

    Telicia Hill
    Hope Iglehart
    Nickie Shore

    • What is CRM?
    • Benefits of CRM
    • Who Uses CRM?
    • Possible Pitfalls
    • Cost of CRM
    • Market Leaders

    1
    • Customer Relationship Management
    • Business strategy - puts the customer at
    the heart of the business
    • Helps manage more customer interactions
    faster
    • Consolidates customer information for
    analysis and viewing

    • Tracks:
    – customers
    – sales prospects
    – people interaction management needs
    • Turns large amounts of data into useful
    information
    • Captures customer information converts it to
    actionable processes
    • Sales, Marketing, Customer Service

    Web & Email Analytics

    Call Center Back


    Customers Customer
    Information Office
    Field

    Partners Marketing

    2
    • Manages Customer Interactions
    Faster
    • Increases Revenue
    • Increases Profitability
    • Improves Customer Loyalty
    • Gains Competitive Advantages

    • All types and sizes of companies


    • Merrill Lynch
    • Opalis Software
    • Doctor’s offices
    • Many choices for small companies

    • 60% to 80% of implementations fall short


    of customer expectations
    • Failure to adjust business processes
    • Complexity
    • Customer Identification Parameters
    • Companies need to do their homework

    3
    • Difficult to estimate cost
    • Most companies underestimate cost
    • Price ranges depend upon complexity
    • $1,000 to $50,000
    • Positive return on investment

    • High Complexity:
    – Siebel Systems
    – SAP
    – Amdocs
    • Medium Complexity
    – Siebel Systems
    – MicroSoft
    – PeopleSoft

    • Low Complexity
    – Sales Logix
    – MicroSoft
    – NetSuite

    4
    • Challenge is to open all barriers for
    customers
    • Trend of the future
    • Price ranges & packages for most
    • Success requires planning

    • Barr, James (2004). CRM Market Trends. Faulkner Information Services.


    Retrieved
    from:http://www.faulkner.com.ezproxy.piedmont.edu/products/faulknerli
    brary/

    • Customer Relations Management Software (2005, June). Retrieved June


    16,2005, from http://www.crm.software.directory.com/

    • Hasan, Matt (2003). Ensure Success of CRM with a Change in Mindset.


    Marketing News, 4/14/2003, Vol. 37, Issue 8. Retrieved July 7, 2005,
    from:http://ezproxy.piedmont.edu/login?url=http://search.epnet.com.ez
    proxy.piedmont.edu/login.aspx?direct=true&AuthType=ip&db=buh&an
    =9468537

    • Himmelsbach, Vawn. Computer News. Willowdale: April 15, 2005.


    Vol.21,Iss.6:pg.26,2pgs. Retrieved June 23, 2005, from:
    http://proquest.umi.com.ezproxy.piedmont.edu/pqdweb?did=82725089
    1&sid=1& Fmt=4&clientld=30061&RQT=309Vname=PQD

    • Keston, Geoff (2004). Implementing a Customer Relationship Management


    System Faulkners Advisory for IT Studies. Retrieved July 6, 2005
    from:http://www.faulkner.com.ezproxy.piedmont.edu products/faulkner
    Library

    • Miller, Ian (2005). What Exactly is CRM? Retrieved June 15,2005 From:
    http://www.customerservicemanager.com/what_exactly_is_crm.htm

    • Morphy, Erika (2001). The Real Cost of CRM. Retrieved June 26,2005,
    from http://www.crm-daily.com/perl/story/14447.html

    • Vreede Van Sheree (2003). CRM Call Center Software Market Trends.
    Faulkners Advisory for IT Studies. Retrieved on July 6, 2005
    from:http://www.faulkner.com.ezproxy.piedmont.edu products/faulkner
    Library

    5
    6

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