Scribd Logo
Upload

Welcome to Scribd!

  • 186 views

    Basics of CRM & CRM Types: A Brief Introduction To Customer Relationship Management

    Uploaded by

    Philip Atkinson
    CRM stands for customer relationship management. There are four main types of CRM: strategic, operational, analytical, and collaborative. Operational CRM handles front-office functions like sales and marketing interactions with customers. Analytical CRM analyzes customer data to understand behaviors and make decisions. Collaborative CRM allows different departments to share customer information. The operational aspect of CRM automates customer processes and records interactions. Major CRM software providers include Siebel, Oracle, SAP, and Salesforce.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Basics of CRM & CRM Types: A Brief Introduction To Customer Relationship Management

    Uploaded by

    Philip Atkinson
    186 views18 pages
    CRM stands for customer relationship management. There are four main types of CRM: strategic, operational, analytical, and collaborative. Operational CRM handles front-office functions like sales and marketing interactions with customers. Analytical CRM analyzes customer data to understand behaviors and make decisions. Collaborative CRM allows different departments to share customer information. The operational aspect of CRM automates customer processes and records interactions. Major CRM software providers include Siebel, Oracle, SAP, and Salesforce.

    Original Description:

    xxxxxxx

    Original Title

    CRM Basics

    Copyright

    © © All Rights Reserved

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    CRM stands for customer relationship management. There are four main types of CRM: strategic, operational, analytical, and collaborative. Operational CRM handles front-office functions like sales and marketing interactions with customers. Analytical CRM analyzes customer data to understand behaviors and make decisions. Collaborative CRM allows different departments to share customer information. The operational aspect of CRM automates customer processes and records interactions. Major CRM software providers include Siebel, Oracle, SAP, and Salesforce.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    186 views18 pages

    Basics of CRM & CRM Types: A Brief Introduction To Customer Relationship Management

    Uploaded by

    Philip Atkinson
    CRM stands for customer relationship management. There are four main types of CRM: strategic, operational, analytical, and collaborative. Operational CRM handles front-office functions like sales and marketing interactions with customers. Analytical CRM analyzes customer data to understand behaviors and make decisions. Collaborative CRM allows different departments to share customer information. The operational aspect of CRM automates customer processes and records interactions. Major CRM software providers include Siebel, Oracle, SAP, and Salesforce.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    You are on page 1of 18

    BASICS OF CRM &

    CRM TYPES
    A brief introduction to
    Customer Relationship
    Management

    What is CRM ?
    CRM (Customer Relationship
    Management) are the concepts used
    by organizations to manage their
    relationships with customers. This
    includes
    Capturing Leads
    Storage and analysis of the
    customers, vendors and partners
    Internal information (organizational)

    CRM ECOSYSTEM
    CRM has 4 aspects

    Strategic
    Operational
    Collaborative
    Analytical

    Four types of CRM

    Strategic CRM
    It is a tool to differentiate

    between customers with respect


    to their economic value to the
    firm as well as their expectations
    from the firm

    Operational CRM
    It is known as the Front office CRM.
    Customer TouchPoint
    Face to Face Touchpoint
    Database Driven TouchPoint
    Mass Media
    Transactions that can take place are as follows
    Return of sale
    Information Transaction
    Complaint

    Analytical CRM
    It is known as the Back office CRM.
    Its the fusion of Data and

    Intelligence.
    The aim is to filter out the key facts
    from gathered information and gain
    customer knowledge.
    Customers' buying behavior is
    analyzed in Analytical CRM.

    Collaborative CRM
    The approach in which various

    department of a company such as


    sales, Technical support and
    marketing, share any information
    they collect from interactions with
    the customers.
    The purpose of collaboration is to
    improve the quality of customer
    service, and, as a result, increase
    customer satisfaction and loyalty.

    OPERATIONAL ASPECT
    Operational aspect of CRM is
    automation to Customers processes
    including front office sales / service
    and marketing representative.
    Any customer interaction is recorded
    by CRM, so that any one can retrieve
    the customer information at anytime
    without having to interfere about

    COLLABORATIVE
    ASPECT
    Direct interaction with customers
    without interference of sales
    representative. Cost reduction and
    better customer services through
    automated voice response, email
    feedbacks, SMS, IVR etc.

    ANALYTICAL ASPECT
    Analysis of Customer Data
    for purposes like
    optimizing marketing
    effectiveness, customer
    retention, behavioral
    analysis, decision making

    KEY FEATURES OF CRM


    A Typical CRM consists of 3
    Sub Modules:
    Marketing
    Sales
    Services

    KEY FEATURES OF CRM


    A Typical CRM consists of 3 Sub
    Modules:
    Marketing, Sales And Services

    MAIN SHARE IN MARKET


    According to Gartner a 2005 study
    shows earnings like
    SAP 1475 million US$
    Siebel 966 million US$
    Oracle 368 million US$
    Salesforce 281 million US$
    amdocs 276 million US$
    Others 2,333 million US$

    CRM NOW
    With increasing popularity of
    Open Source vendors have
    started openly marketing CRM.
    Some Open source CRMs to note
    are:
    CRM http://www.sugarcrm.com/crm/
    XRMS http://xrms.sourceforge.net/
    pagebuilder.php ?s1=18
    Vtiger http://www.vtiger.com
    OpenCRX http://www.opencrx.org/
    Sugar

    TOP CRM COMPANIES


    Siebel, Amdocs,
    PeopleSoft, Oracle, SAP,
    EDS, Avaya, Baan, Aspect,
    E.piphany, Pivotal, Kana,
    eGain, Primus, Quintus,
    Trilogy, Motive,
    Brightware, Annuncio

    AT THE END
    Choosing the right
    CRM helps Client
    interaction and
    understanding
    efficient initiating
    process of better

    You might also like