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Presented by: Jennifer Luu Isidro Gonzalez Blanca Y. Vázquez May 30, 2007

www.brotecs.com/products/image/crm_04.jpg. Presented by: Jennifer Luu Isidro Gonzalez Blanca Y. Vázquez May 30, 2007. Definition.

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Presented by: Jennifer Luu Isidro Gonzalez Blanca Y. Vázquez May 30, 2007

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  1. www.brotecs.com/products/image/crm_04.jpg Presented by: Jennifer Luu Isidro Gonzalez Blanca Y. Vázquez May 30, 2007

  2. Definition • “CRM programs help a company manage all aspects of customer encounters, including marketing and advertising, sales, customer service after the sale, and programs to help keep and retain loyal customers.” • (Stair & Reynolds, p. 51) J www.icongmbh.de/images/grafiken/crm.jpg

  3. CRM Software • Made up of both business management and automation of the front-office (sales and marketing) divisions of an organization • Meant to address the needs of divisions within an organization and to allow them to share data on prospects, customers, partners, competitors and employees • The purpose of CRM software is to manage the customer through the entire lifecycle; i.e., from prospect to qualified opportunity to order. • Automates many of the needs of the front-office and provides a standard framework for pushing leads through a sales pipeline and managing it J

  4. Why is CRM Needed? • Can help a company collect: • Customer data • Contact customers • Educate customers on new products • Actively sell products to existing and new customers • Can be used to get customer feedback to help design new products and services J

  5. CRM and IT • Thinking about CRM in primarily technical terms is a mistake. • Better: CRM is a strategic process to better understand customers’ needs and how to meet those needs and enhance your bottom line. • Depends on integrating lots of information about customers and market trends. I

  6. CRM and IT example I www.amigolog.com/Amigolog-CRM-Overview-En.jpg

  7. CRM and GIS • GIS technology becoming more commonplace in daily operations • Company advantage • Growth in consumer and enterprise uses of geographic Information Systems (GIS) Technology • Mapping GIS growth • GIS and the business ---Truck companies I

  8. CRM and GIS (cont.) • Microsoft MapPoint I • http://www.microsoft.com

  9. CRM Implementation • Focus on customer needs • Start with a pilot program • Include a scaleable framework • Think carefully about the company • Measure your data • Think what kind of data to collect and store I

  10. CRM Costs • Depends on the application • Hosted sales application $65 to $150/Mo • Sophisticated functionally and greater support (Several thousands of dollars even millions) • Companies buy different packages or a single, integrated package • email marketing and sales force automation • other companies can buy the integrated package data base, applications for marketing, sales, and customer service and support I

  11. Keys to Successful CRM Software • Help identify and target, manage, and generate • Assist to improve sales, account, and management • Allow the formation towards customization • Provide employees with the information and processes needed • High functionality • System reliability • Management information • Value for money J

  12. Sugar CRM www.ursochappell.com/identity/sugarcrm-s.jpg • World's leading provider of commercial open source CRM • Founded: April 2004 • Employees: 90 • easily adaptable • allows companies to more easily customize and integrate business processes J

  13. Sugar CRM (cont.) www.ursochappell.com/identity/sugarcrm-s.jpg • Offers many options • on-demand solutions- For companies who are comfortable with housing their customer information outside of their firewall and who do not have an IT staff to manage their CRM system • More Secure • Transparent • Flexible • on-premise solutions- for customers who would like to have their CRM information managed by IT managers behind their firewalls • Freedom/Openness • Value • Speed • Support • SugarCube- for companies who view their customer information as too valuable to entrust to a third-party vendor but only have limited IT expertise • Fast Deployment • Secure Data with Less IT Resources J

  14. Siebel (Oracle) www.oracle.com/.../oracle_certasso_clr_rgb.jpg • Bought by Oracle • No.1 company in CRM • Features • Comprehensive CRM software solution • Lower total cost of ownership • Superior service solutions J

  15. Siebel (cont.) • Siebel On-demand Benefits and Features • Complete and comprehensive • Superior usability • Performance and Scalability • Industry-specific functionality • Embedded contact center • Easy customization, integration, and expansion • Prebuilt integration to Oracle back-office applications • Low, predictable costs • Global • Austin Data Center • Safe and Secure • 24x7 Availability J

  16. Conclusion www.acentre.com/graphics/comic_lg_crm.gif • “As a rule, the further an industry is away from the end customer, the less important CRM is. “ -Thomas Wilgum J

  17. QUESTIONS?!?! www.pavone.com/.../3966/$File/grfx-crm-x3.jpg J

  18. Sources • http://www.cio.com/article/40295/ABC_An_Introduction_to_CRM/2 • http://www.oricle.com • http://www.sugarcrm.com • http://images.google.com/imghp?svnum=10&um=1&hl=en&client=firefox-a&rls=org.mozilla:en-US:official&btnG=Search+Images • http://www.microsoft.com J

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