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    Customer Relationship Management (CRM) : IT Industry

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    subhashona
    Customer Relationship Management (CRM) is important for managing relationships with clients and generating repeat business in the IT industry. To do this effectively, IT companies must understand their clients' businesses and needs. They collect and analyze various customer data to improve processes and satisfaction. CRM applications and customized tools are also used to integrate customer information and measure performance. The goal is to deliver excellent customer service and solve clients' problems in order to maintain strong, long-term relationships.

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    Customer Relationship Management (CRM) : IT Industry

    Uploaded by

    subhashona
    61 views4 pages
    Customer Relationship Management (CRM) is important for managing relationships with clients and generating repeat business in the IT industry. To do this effectively, IT companies must understand their clients' businesses and needs. They collect and analyze various customer data to improve processes and satisfaction. CRM applications and customized tools are also used to integrate customer information and measure performance. The goal is to deliver excellent customer service and solve clients' problems in order to maintain strong, long-term relationships.

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    CRM_IT

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    Customer Relationship Management (CRM) is important for managing relationships with clients and generating repeat business in the IT industry. To do this effectively, IT companies must understand their clients' businesses and needs. They collect and analyze various customer data to improve processes and satisfaction. CRM applications and customized tools are also used to integrate customer information and measure performance. The goal is to deliver excellent customer service and solve clients' problems in order to maintain strong, long-term relationships.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    61 views4 pages

    Customer Relationship Management (CRM) : IT Industry

    Uploaded by

    subhashona
    Customer Relationship Management (CRM) is important for managing relationships with clients and generating repeat business in the IT industry. To do this effectively, IT companies must understand their clients' businesses and needs. They collect and analyze various customer data to improve processes and satisfaction. CRM applications and customized tools are also used to integrate customer information and measure performance. The goal is to deliver excellent customer service and solve clients' problems in order to maintain strong, long-term relationships.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 4

    Customer Relationship Management (CRM)

    IT Industry

    Vipul Gupta arketing B 33258

    By M

    CRM in IT Industry Introduction


    Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships. CRM does not belong just to sales and marketing. It is not the sole responsibility of the customer service group. Nor is it the brainchild of the information technology team. While any one of these areas may be the internal champion for CRM in the organization, in point of fact, CRM must be a way of doing business that touches all areas. CRM in IT Industry signifies how you manage relationship with client, and leverage that relationship to generate more revenue. In IT, its about partnership with the clients, to address its concerns and transform there business through your solutions.

    Customers
    Customers are referred as Clients in this Industry. The focus of the company is to generate repeat business from the clients. In order to do that, they have to understand the clients business industry and have knowledge expertise on their domain. To Identify and segment the client is important in their daily operations. Clients are from various industry like Financial Services, Telecom, Pharmaceutical, Engineering etc. Various Geographical locations viz. EMEA and North America Clients divided into two sub-parts o Long term engagement: Consulting in business processes and strategy o Short term engagement: IT projects, ERP and CRM implementation Clients seek for solution provider, in terms of technical expertise.

    The criticality of customer service excellence and customer satisfaction


    Concept of 6 Cs Communication, cooperation, cheerfulness, continuity, credibility and challenge. Business models on global scale arbitraging high skills at low cost Customer Service Excellence (CSE) extremely important as around 85-90% business is from repeat customers (Nasscom Report for Global IT, 2010). Customer service beyond SLAs CSE essential since large number of vendors in competition. Vendors generally leverage this factor.

    Reliability a differentiating factors among the vendors. Revenue growth directly related to customer satisfaction. Dissatisfaction has a cascading effect.

    Customer data necessary


    Service level agreement(SLA) to be documented in sync with clients requirement Determine At Risk Customer As-is processes versus expected processes Implement 6-sigma methodology for collecting and analyzing data Number of domains Client is operating into Maturity of processes Scale of operations Strategy of client: long term and short term Amount of rework Quality of delivery Overall customer satisfaction/expectation level

    Data Analysis required


    Process Failure rate Unachieved Targets Market research Regression analysis Industry analysis Root Cause Analysis Value Analysis Trend Determination (Demand,

    The CRM Application


    One of the applications I would like to mention would be Infosys globally acclaimed Relationship Score Card (RSC), a derivative of Balance Score Card (BSC) which addresses the need of client-Service Provider relationships. The SAP/ERP Architecture with CRM module which integrates the CRM need of the overall organization Employees Key Performance Indicators (KPI) mapping with the customer satisfaction level.

    In IT Industry, the company itself develops customized CRM tools for the clients. So, the emphasis lies on CRM strategy and organization structure that delivery service for CRM. Organization structure consisting of Relationship Managers (RM) for each clients widely in used today. This bridges the communication gap and tries to maintain direct relationship (Customize Solution) with clients.

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