Scribd
Upload
152 views6 pages

Telicia Hill Hope Iglehart Nickie Shore: Customer Relationship Management

Customer Relationship Management (CRM) is a business strategy that uses technology to organize a business around customer needs. It helps manage customer interactions and data to improve customer service, increase sales and profits, and gain competitive advantages. CRM systems track customer information, consolidate it for analysis, and convert it into processes to manage interactions across sales, marketing, and customer service departments. While CRM implementations can be complex and expensive, they provide benefits like increased revenue, profitability, and customer loyalty when successfully planned and adjusted to a company's business processes. Leading CRM software providers include Siebel Systems, SAP, and Microsoft for large enterprises, and Salesforce, Microsoft, and NetSuite for small and medium-sized businesses.

Uploaded by

omshanker44
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
152 views6 pages

Telicia Hill Hope Iglehart Nickie Shore: Customer Relationship Management

Customer Relationship Management (CRM) is a business strategy that uses technology to organize a business around customer needs. It helps manage customer interactions and data to improve customer service, increase sales and profits, and gain competitive advantages. CRM systems track customer information, consolidate it for analysis, and convert it into processes to manage interactions across sales, marketing, and customer service departments. While CRM implementations can be complex and expensive, they provide benefits like increased revenue, profitability, and customer loyalty when successfully planned and adjusted to a company's business processes. Leading CRM software providers include Siebel Systems, SAP, and Microsoft for large enterprises, and Salesforce, Microsoft, and NetSuite for small and medium-sized businesses.

Uploaded by

omshanker44
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 6

Customer Relationship Management

Telicia Hill
Hope Iglehart
Nickie Shore

• What is CRM?
• Benefits of CRM
• Who Uses CRM?
• Possible Pitfalls
• Cost of CRM
• Market Leaders

1
• Customer Relationship Management
• Business strategy - puts the customer at
the heart of the business
• Helps manage more customer interactions
faster
• Consolidates customer information for
analysis and viewing

• Tracks:
– customers
– sales prospects
– people interaction management needs
• Turns large amounts of data into useful
information
• Captures customer information converts it to
actionable processes
• Sales, Marketing, Customer Service

Web & Email Analytics

Call Center Back


Customers Customer
Information Office
Field

Partners Marketing

2
• Manages Customer Interactions
Faster
• Increases Revenue
• Increases Profitability
• Improves Customer Loyalty
• Gains Competitive Advantages

• All types and sizes of companies


• Merrill Lynch
• Opalis Software
• Doctor’s offices
• Many choices for small companies

• 60% to 80% of implementations fall short


of customer expectations
• Failure to adjust business processes
• Complexity
• Customer Identification Parameters
• Companies need to do their homework

3
• Difficult to estimate cost
• Most companies underestimate cost
• Price ranges depend upon complexity
• $1,000 to $50,000
• Positive return on investment

• High Complexity:
– Siebel Systems
– SAP
– Amdocs
• Medium Complexity
– Siebel Systems
– MicroSoft
– PeopleSoft

• Low Complexity
– Sales Logix
– MicroSoft
– NetSuite

4
• Challenge is to open all barriers for
customers
• Trend of the future
• Price ranges & packages for most
• Success requires planning

• Barr, James (2004). CRM Market Trends. Faulkner Information Services.


Retrieved
from:http://www.faulkner.com.ezproxy.piedmont.edu/products/faulknerli
brary/

• Customer Relations Management Software (2005, June). Retrieved June


16,2005, from http://www.crm.software.directory.com/

• Hasan, Matt (2003). Ensure Success of CRM with a Change in Mindset.


Marketing News, 4/14/2003, Vol. 37, Issue 8. Retrieved July 7, 2005,
from:http://ezproxy.piedmont.edu/login?url=http://search.epnet.com.ez
proxy.piedmont.edu/login.aspx?direct=true&AuthType=ip&db=buh&an
=9468537

• Himmelsbach, Vawn. Computer News. Willowdale: April 15, 2005.


Vol.21,Iss.6:pg.26,2pgs. Retrieved June 23, 2005, from:
http://proquest.umi.com.ezproxy.piedmont.edu/pqdweb?did=82725089
1&sid=1& Fmt=4&clientld=30061&RQT=309Vname=PQD

• Keston, Geoff (2004). Implementing a Customer Relationship Management


System Faulkners Advisory for IT Studies. Retrieved July 6, 2005
from:http://www.faulkner.com.ezproxy.piedmont.edu products/faulkner
Library

• Miller, Ian (2005). What Exactly is CRM? Retrieved June 15,2005 From:
http://www.customerservicemanager.com/what_exactly_is_crm.htm

• Morphy, Erika (2001). The Real Cost of CRM. Retrieved June 26,2005,
from http://www.crm-daily.com/perl/story/14447.html

• Vreede Van Sheree (2003). CRM Call Center Software Market Trends.
Faulkners Advisory for IT Studies. Retrieved on July 6, 2005
from:http://www.faulkner.com.ezproxy.piedmont.edu products/faulkner
Library

5
6

You might also like