8/14/2019 Customer Relationship Management (CRM) Systems-Final

1/16

Customer RelationshipManagement (CRM)

Presented byMohamed H. F. Ibrahim

Wang, Peixian

Mardjani

8/14/2019 Customer Relationship Management (CRM) Systems-Final

2/16

CRM

What is CRM?

Company Customer

AnalysisCaptureStorage

VendorPartner

TECH

NICA

LLY

8/14/2019 Customer Relationship Management (CRM) Systems-Final

3/16

CRM

A comprehensive approach to an organization'sphilosophy in dealing with its customers

Includes: Policies and processes Front-of-house customers service Employee training

Marketing Systems and information management

8/14/2019 Customer Relationship Management (CRM) Systems-Final

4/16

CRM

Three aspects Operational CRM

Automation of customer processes

Provides support to front office business process Collaborative CRM

Self service

Reduces costs and improves services

Analytical CRM Analysis of customer information Supports kinds of decision

Asale

ssoftw

aretoo

l??

8/14/2019 Customer Relationship Management (CRM) Systems-Final

5/16

Analytical CRM Systems

A part of CRM

That aims at storing, analyzing and applying the

knowledge about customers and about ways toapproach customers

Typically using databases, statistical tools, data mining,

business intelligence and reporting methodologies.

8/14/2019 Customer Relationship Management (CRM) Systems-Final

6/16

Analytical CRM Systems

The efficient and automated management of customer interactions is onlypart of the story. Companies also need to analyze the performance of thoserelationships, uncover trends in customer behavior, and understand the truevalue of their customers to the company.

Analyzing customer relationships from a lifetime perspective is critical

for success.

8/14/2019 Customer Relationship Management (CRM) Systems-Final

7/16

Operational Data for AnalyticalCRM Process Customer Knowledge Data consists of:

Basic personal data such as: customer name, companyname, business unit, address, e-mail and phone.

More sophisticated client knowledge such as: Client value ( annual revenue, profitability).

Transactions (product description, revenue, profit, payment method,payment behavior).

Internet communication (IP Address, entry name).

Telephone communication (call center report data, sales calls)

Other communication (mailings, responses).

Customer satisfaction (with product, service, company).

8/14/2019 Customer Relationship Management (CRM) Systems-Final

8/16

Analytical CRM Systems

Three acts..Widening the relationship withcustomers by acquiring new andprofitable customers.

. Lengthening the relationship withyour top customers by targetingexisting resources andstrengthening the foundation ofthose relationships.

. Deepening the relationship withcustomers by transforming minorcustomers into highly profitableones.

8/14/2019 Customer Relationship Management (CRM) Systems-Final

9/16

Business Processes Supportedby CRM-System

Face office sales, marketing and service

Campaign management

Feedback and issue-reporting

Opportunity management

Change or turn management

8/14/2019 Customer Relationship Management (CRM) Systems-Final

10/16

Contribution to MIS/BI-Tools

An information source as to customers knowledge

Collection

Integration

Analysis

Presentation

Support better business decision making

8/14/2019 Customer Relationship Management (CRM) Systems-Final

11/16

Why We Need CRM Software?

CRM software helps companies improve theirrelationships with their customers. CRMsoftware is constantly evolving along with

newly defined CRM processes, providinggreater insight into how to attract and retaincustomers.

8/14/2019 Customer Relationship Management (CRM) Systems-Final

12/16

The Examples of CRM System Softwares

SAP CRM

Microsoft Dynamics CRM

Oracle Siebel CommenceRM

SageCRM

8/14/2019 Customer Relationship Management (CRM) Systems-Final

13/16

Comparison of CRM Softwares

CommenceRM Microsoft CRM Oracle E-Business Suite Sage CRM

Application

Contact Management Yes Yes Yes Yes

Sales Force Automation Yes Yes Yes Yes

Marketing Automation Yes Yes Yes Yes

Services Management Yes Yes Yes Yes

Call Centre Yes Third party Yes Yes

Knowledge Management Yes Yes Yes Yes

Business Intelligence Yes Yes Yes Third party

Financial System No Yes Yes Yes

Distribution System No Yes Yes Third party

Manufacturing System No Yes Yes Third party

Average Total Cost of Implementation $7,425 $56,875 $24,700

Number of Customers 20,000+ 4,000+

8/14/2019 Customer Relationship Management (CRM) Systems-Final

14/16

INTERFACE MICROSOFT CRM DYNAMIC (EXAMPLE)

8/14/2019 Customer Relationship Management (CRM) Systems-Final

15/16

Thank you for your attention!Have a nice holiday!

8/14/2019 Customer Relationship Management (CRM) Systems-Final

16/16

What can we do by CRMSystems? Capture & Track Customer Requests

Manage Tasks & Workflow

Assess Customer Satisfaction

Provide Timely FAQ Responses & Email

Acknowledgements

Report Performance