Week 1:-
In today’s generation IT plays a very important role in every individual life. Individual are getting more inclination towards technology. So I prefer to play an important role as merging gaps between the technology and human being. As per my interest, I prefer to be an analyst of a customer relationship management. I find it interesting to convert customer necessity into creative technical aspects. CRM is an interaction with your customer to maximize your business profit.
CRM is technology used as proactive marketing strategies. CRM is used in customer centric business environment. CRM is used to track the customer behaviour and habits. CRM main objective is to retain the customer by providing the needful information to the
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In market there are many different technologies used to implement CRM. 2011).
Salesforce.com: - It is the one of the very well know company for customer relationship management (CRM) product. According to Forbes magazine it is currently ranked as “American most innovative company “and “7th best company to work for” in Fortune magazine .It is Proprietary based service. It uses JAVA as programming language. It is based on cloud computing. MySQL is used in the database backend.
• Microsoft Dynamics CRM: CRM software developed by Microsoft. It is a web based application. It is developed on .NET framework. It can operate only on Windows platform. It provides SaaS and Proprietary based services. MySQl is used as database backend.
• Base CRM: It is a web-based application. It is one of the CRM software which is available on iOS, Android, and Windows Phone. This company develop CRM software system which is mobile friendly. It is implemented Ruby on Rails. Database backend is in MySQL.
There are many more Vendors provide with CRM software like Oracle, SAP, CiviCRM, Workbooks.com, EpesiCRM, Nutshell CRM, Odoo CRM, Pivotal CRM, SuiteCRM, SuperOfficeCRM, and many more
According to(Oliveira, 2013) the key feature of the CRM system :
• The Data Management process.
• Mutli-channel integration process.
• Strategic development Process.
• The value creation process.
• The performance assessment process.
• The information management process.
CRM systems consist of history purchase and information of customers. It can help track customer more easily. It can reduce the process time and increase productivity.It will resist the activities of competitors attempting to attract customers’ patronage. Customers will loyal and would not switch
From an organizational and profitability standpoint, an efficient, easy to use, and unified CRM system, captures all key and critical data from sales and marketing to commercial operations, all the while focusing on sales process, sales efficiencies, and increasing sales, all contributing to the bottom-line profitability of the organization. Data has proven that CRM platforms increase the productivity and profitability of individual departments and subsidiaries, these same platforms and characteristics will have the same ramifications on a larger scale organization, especially an organization that spans the global footprint, such as
Salesforce.com (NYSE:CRM) is the world leader in Customer Relationship Management (CRM) software specifically designed for small and medium businesses, enterprises and government organizations. Salesforce.com was the first enterprise software company to break the $1B barrier of CRM sales on the cloud computing platform (Salesforce Investor Relations). It is also the first company to successfully orchestrate complex product and services strategies entirely on the Internet. This company's ability to orchestrate connectivity, cloud integration, enterprise storage and enterprise-wide applications is revolutionizing the economics of cloud computing today (Hedgebeth, 49). The strategic direction of the company is to expand quickly off of its sales base of applications, into customer service and support (Salesforce Investor Relations). As research studies from Gartner have shown, the majority of software sales in CRM today are in Customer Service and Support (34%) followed by Sales (26%) and Marketing (20%) (Salesforce Investor Relations). Salesforce.com reported $3B in revenue for their latest fiscal year and a $270M loss. Salesforce.com's success in enterprise CRM against entrenched competitors including Oracle and SAP is noteworthy, as both of these competitors rely on an on-premises application delivery model. The on-premises model is significantly more time-consuming to implement and often requires companies to
Using a CRM program is an effective tool to track of core customers’ needs and wants then individualize those needs with your products and services that match those needs. Moreover, the CRM program can keep track of contact,
To provide tools that help companies satisfy their customers, Customer Relationship Management Systems include different technologies. They use software such as SAP AG, Oracle, Siebel Systems, Epiphany, and People Soft. All of the mentioned software are
Today, more and more companies find that cultivating customer loyalty is a key factor to achieve success. Customer relationship management (CRM) focuses on the relationship between customer and company. Due to this feature, many companies are trying to establish their own CRM system for helping them to connect new customers and boost old customers’ long-term loyalty. CRM systems include operations and analysis, and relationship marketing strategy and supporting, customer-centric business processes (Buttle 2004). With the development of information technology (IT), using CRM system
In order for businesses to grow and maintain the relationships that they have with their customers, CRM software is essential. CRM systems specialize in their ability to help market to customers, track leads, sell products and services, manage opportunities, and track customer interactions. Today many systems offer some type of social media integration, as well as analytics that can highlight trends. “Customer relationship management (CRM) systems connect a company’s ERP system to those of its customers. CRM systems provide companies with capabilities to manage marketing, sales, and service for its customers.” (Magal, 2009) There are many versions of CRM software that companies use, however here are three that are dominating the market today:
It’s very important to a business to have good customer relationships; CRM Software’s main objectives are to attract new customers while maintaining and satisfying their current customers and trying to win back the trust of former customers. Customers are one of the most important variables for a business owner to pay attention to, when trying to create a profit. Customer Relationship Management software keeps track of customer information to help the company maintain a strong relation with the customers. Good CRM Software brings together information from all databases within a company and gives
Customer Relationship Management (CRM): Customer relation management (CRM) is a cross functional enterprise system that computerizes numerous customers serving form in direct marketing, sales, customer service and accounting management. CRM allows a company to distinguish and focus on their best customer so that they can be held as a loyal customer for a longer period of time.
CRM (Customer Relationship Management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had
In early 2000, Microsoft entered the CRM market with Dynamics CRM, and Oracle acquired Siebel and numerous other enterprise application vendors.
In this case study the importance of Customer Relationship Management (CRM) is discussed through reflecting upon the requirements of the client and the process undergone by the manufacturer. CRMs is define as the business strategy enabled by technology, aimed at helping companies know their customer better with the goal of ultimately greater loyalty and a more robust bottom line (Maria, 2002). There are different tools required by this information system technology which can help the companies in building their competitive advantage. Institute of International Finance (IIF) was the client of QuaTeams asking the manufacturer to build a customized CRM system which can fulfil the
CRM systems are customer relationship management platforms. The goal of the system is to track, record, store in databases, and then the
CRM systems can be used to deliver personalized services to users to develop long standing and advantageous to customer relationships. This personalization includes effective use of resources like filtering information to users, personalizing services to customers ,based on customer purchase history sales creating chance to cross-sell related services This approach to personalization offers immediate services and user interfaces and execution of multiple tasks remotely
Customer relationship system or we called it CRM, which is the one of the information system that has been used by Prudential Assurance Malaysia Berhad. Customer relationship management is a type of software application. Employees can manage customer information by using CRM. The relationship between company and their customers can be grown in long-term and stable. This system’ primary concept is to keep the business operational through finding and maintaining clients. All departments in the same building can keep track of other department processes such as customer service. Technology is required for customer relationship system to organize and analyze business processes.