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CRM information technology

7/29/2019 CRM title


CRM information technology

Submitted to

Md. Razib Alam,

Assistant Professor

Department of Marketing

Faculty of Business studies

University of Dhaka

Submitted by

Md. Ehsanul Hoque

MBA (Evening)

Batch: 18th

, ID: 41018044



University of Dhaka

Date of submission: April 12, 2012

7/29/2019 CRM title


Letter of transmittal

April 11, 2012

Md. Razib Alam

Assistant Professor



University of Dhaka, Bangladesh

Sub: Request for acceptance of the term-paper

Sir,

It is a great pleasure for me to submit the report on “CRM information technology”. You

assigned me to prepare this report as a part of Customer relationship management course (MKT-

531) requirement. While preparing this report I have tried to follow your instruction given in the

class. In this report I have tried as descriptive as possible for the convenience of the reader.

I appreciate you will asses my report considering the limitations of the study. Your kind advice

will encourage me to do further study in future.

Sincerely yours,

Md. Ehsanul Hoque

MBA (Evening)

Batch no: 18

ID: 41018044


University of Dhaka

7/29/2019 CRM title


Acknowledgement

First and foremost, it is the obligation to express our profound and sincere gratitude to my

respectable teacher and supervisor Md. Razib Alam, Assistant Professor (Department of

marketing of Marketing, University of Dhaka), for his invaluable and critical review and

suggestions from the beginning to the end of this assignment. Without his encouragement and

stimulating guidance, this paper would not have materialized.

7/29/2019 CRM title


Executive summary

According to Wilson (2002) CRM is a concept that enables an organization to tailor specific

products or services to each individual customer according to his or her need. Using

information technology in CRM can help your business enhance the way it interacts with and

services customers through multiple channels and divisions.

The stunning advances in information technology have been a major force in advancing

customer relationship management into the forefront of corporate strategic thinking during the

late 1990s.CRM software market comes from two directions: the front office and the back office.

Before applying CRM software a manager has to read about sales automation, been mailed by

the vendors and heard some of his colleagues, or perhaps competitors, discussing its merits.

CRM software will usually consist of 11 components. Such as sales, sales management,

telesales, time management, customer service and support, marketing, executive information,

ERO integration, data synchronization, E-commerce and field service support. It is important to

understand the benefit of CRM for most companies. These generally fall into three categories:

cost savings, revenue enhancement, and strategic impact. To take the advantage of the benefits of

a CRM system, a company must undertake a structured process that ensures the automation

venture does not become the automation adventure.

In this report I have discuss about ten CRM related software and some of their features. These

are Sales Force, Oncontact, Sage ACT, AIMcrm, Prophet, FieldOne, Microsoft Dynamics CRM,

Chaos Intellect, SAP CRM and InTouch CRM.

A CRM solution used by a trained staff with the company's goals in mind will promote shorter

sales cycles, reduce administrative costs, improve reporting, increase sales closing rates and

improve customer retention.

Finding the right CRM software that matches companies' strategies and objectives allows

management to develop a plan for increasing sales and profits for the long term.

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