crm is a concept

8/4/2019 CRM is a Concept

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y CRM is a concepty CRM is acronym of Customer Relationship Managementy W hich helps the management or companies to understand a customer in 360 degreesy S o that it helps the management to increase the satisfaction levels of the customer by meeting

customer e xpectations.y W ith this retaining the existing customers becomes easy for the companies as well as attracting

new customers.

It's an overall strategy to help you learn more about your customers and their behavior so you can

develop stronger, lasting relationships that will benefit both you and your customers.

Project,product: software project is based on single client request and it can give solution for oneparticular problem existing on one particular company.

Product is generic for any or relevant client request and it can solution for theproblem exists in the industry, can be customized to any company.

A CRM system may be chosen because it is thought to provide the following advantages:

y Quality and efficiencyy Decrease in overall costsy Decision supporty Enterprise agilityy Customer Attention

CRM software has been designed to help businesses benefit from their customer relationships

Wh at is CRM?

CRM stands for Customer Relations h ip Management . It is a process or methodology used to learn

more about customers' needs and behaviors in order to develop stronger relationships with them. There

are many technological components to CRM, but thinking about CRM in primarily technological terms is a

mistake. The more useful way to think about CRM is as a process that will help bring together lots of

pieces of information about customers, sales, marketing effectiveness, responsiveness and market

trends.

CRM helps businesses use technology and human resources to gain insight into the behavior of

customers and the value of those customers.

CRM Software

Sales Force Automation



y Make intelligent business decisions with enhanced customer insightsy Increase marketing velocity and speed to markety Ma x imize visibility into and control of your entire marketing processy Drive customer demandy Increase returns on your marketing investments

Sales

y Grow profitable relationshipsy Maintain focus on productive activityy E liminate barriers to productivityy Improve sales efficiency S ervicey Transform service into a profitable line of businessy Increase customer loyaltyy Drive revenuey Reduce costs of customer service and field servicey Decrease service giveaways

W eb c h annel enablement

y Drive revenue and e x tend market reachy Increase customer convenience and satisfactiony Reduce the cost of sales and supporty Build lasting customer loyaltyy Improve sales and service profitability

Running an interaction center

y Increase customer satisfactiony Improve credibility with your customersy Increase revenue and productivityy Manage the customer interaction life cycle

P artner c h annel management

y Boost revenue through channel collaborationy Reduce indirect channel support costsy Increase partner satisfaction and ease of doing businessy Ma x imize value to your customers by enabling your partners

T h e types of data CRM projects collect



y Responses to campaignsy S hipping and fulfillment datesy S ales and purchase datay Account informationy Web registration datay S ervice and support recordsy Demographic datay Web sales data

y Marketingy CRM aligns marketing processes and drive customer demand using functionality to enhance

management of marketing resources, segments and lists, campaigns, leads, trade promotions,

and marketing analytics.y Salesy CRM enables you to acquire, grow, and retain profitable relationships with functionality for sales

planning and forecasting and the management of territories, accounts, contacts, activities,

opportunities, quotations, orders, product configuration, pricing, billing, and contracts.y Servicey CRM can drive service revenue and profitability with support for service sales and marketing.

More effectively manage service orders, contracts, complaints and returns, in-house and depot

repairs, warranties, resource planning, e-service, and service analytics. Functionality to support

call centers, field service, and e-service provides fle x ible delivery options.y P artner c h annel managementy With CRM you can attain a more profitable and loyal indirect channel by managing partner

relationships and empowering channel partners. Improve processes for partner recruitment andmanagement, communications, channel marketing and forecasting, collaborative selling, partner

order management, channel service, and analytics for partners and channel managers.y Running an interaction center y Customer interaction centers are places where you meet your customer face to face. With CRM,

you can ma x imize customer loyalty, cut costs, and boost revenue by transforming your interaction

center into a strategic delivery channel for marketing, sales, and service efforts across all touch

points. E ffectively handle activities such as telemarketing, telesales, customer service, human

resources, IT support, and interaction center management.y W eb c h annel enablementy Increase sales and reduce transaction costs by turning the Internet into a valuable sales,

marketing, and service channel for businesses and consumers. Increase profitability and reach

new markets with a fully integrated Web channel, including support for e-marketing, e-commerce,

e-service, and Web channel analytics.



y

y B usiness communications managementy Manage inbound and outbound contacts across multiple locations and channels. Integrate

multichannel communications with customer-facing business processes to provide customers and

partners with seamless, consistent e x periences across all channels, including voice, te x t

messaging, the Web, and e-mail.y Real-time offer managementy Turn all customer interactions into opportunities to build customer relationships and generate

revenue. Plan, develop, and e x ecute cross-selling, up-selling, and retention offers; service-levelagreements; and more. Take appropriate subsequent actions to enhance customer relationships

and ensure relevant and personalized customer interactions.y T rade promotion managementy CRM will boost a company's brand presence and profits with visibility into and control of all trade

related processes. Increase accounting accuracy of trade and financial results with back-office

integration. Gain key business insights to help you optimize trade activities. Increase your trade

promotion success with analytics and enhanced management of trade funds, promotions, claims,

and retail e x ecution. V-Model

y Unit and Integration are separate and linear phases, so testing starts after development is completedy G enerally the Unit testing is white box and done by software developersy Test scenarios are prepared for different tests using different SDLC documentation. E.g. system design

is prepared using functional and technical design docy Testing starts early, but Identification of defects is delayed and fixing is more expensive e.g. since

UAT is based on requirement doc and that is done in the end any defects found/fixed during UA T isexpensive, this is universally agreed as defects found in later phase of development cycle are moreexpensive to fix.

y Since the application is ready and documents are generally updated, comparatively domain knowledgeis not required

y For COTS(Commercial off the shelf) software the documents as per v-model is not available , hencemay not be able to follow procedures of the model.

y V-model discourages active user involvement in evaluating the design, and especially the interface,before the formal user acceptance testing stage

Agi le Model

y Unit and Integration is run in parallel to development y Unit testing is mostly black box and done by testersy Test Scenarios/test cases are prepared upfront from all SDLC documentation and tested in all

cycles(SI T , UAT )



y R egression testing takes place in each cycle.y Testing starts as early as practical and proceeds continuously throughout the lifecycle , defects are

detected earlyy Agile testing needs domain knowledge as the test is done before and while the application

development in progress

S iebel is a prominent vendor of interoperable e-business software. They also call themselvesS iebel Systems. The company's customer relationship management ( CRM ), enterprise resourcemanagement ( ERM), and partner relationship management ( PRM ) applications are designed toautomate those aspects of business and allow an enterprise to perform and coordinate associated

Learn More

y S aa S vendors

tasks over the Internet and through other channels, such as retail or call center networks. Siebel'scustomers include Chase Manhattan Bank, Deutsche Telecom, IBM , Lucent, Yahoo, andMicrosoft .

CEO Thomas M. Siebel founded the company in 1993 in San Mateo, California. Frequently citedas an industry expert, Siebel is the author of Cyber Rules , Taking Care of Business , and Virtual Selling . According to Siebel, the advent of Web services has led to an increasing switch to whathe calls business process computing , in which interconnected applications support all of anenterprise's processes. In an article in InformationWeek , S iebel said that interoperable e-businesssoftware can drastically improve the efficiency of business processes . Citing an insuranceindustry example, Siebel said such applications would allow a customer request for a new policy

to be processed in real time during a single interaction, rather than the several days that thetransaction typically requires.

crm is a concept

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