BASICS OF CRM &
CRM TYPES
A brief introduction to
Customer Relationship
Management
What is CRM ?
CRM (Customer Relationship
Management) are the concepts used
by organizations to manage their
relationships with customers. This
includes
Capturing Leads
Storage and analysis of the
customers, vendors and partners
Internal information (organizational)
CRM ECOSYSTEM
CRM has 4 aspects
Strategic
Operational
Collaborative
Analytical
Four types of CRM
Strategic CRM
It is a tool to differentiate
between customers with respect
to their economic value to the
firm as well as their expectations
from the firm
Operational CRM
It is known as the Front office CRM.
Customer TouchPoint
Face to Face Touchpoint
Database Driven TouchPoint
Mass Media
Transactions that can take place are as follows
Return of sale
Information Transaction
Complaint
Analytical CRM
It is known as the Back office CRM.
Its the fusion of Data and
Intelligence.
The aim is to filter out the key facts
from gathered information and gain
customer knowledge.
Customers' buying behavior is
analyzed in Analytical CRM.
Collaborative CRM
The approach in which various
department of a company such as
sales, Technical support and
marketing, share any information
they collect from interactions with
the customers.
The purpose of collaboration is to
improve the quality of customer
service, and, as a result, increase
customer satisfaction and loyalty.
OPERATIONAL ASPECT
Operational aspect of CRM is
automation to Customers processes
including front office sales / service
and marketing representative.
Any customer interaction is recorded
by CRM, so that any one can retrieve
the customer information at anytime
without having to interfere about
COLLABORATIVE
ASPECT
Direct interaction with customers
without interference of sales
representative. Cost reduction and
better customer services through
automated voice response, email
feedbacks, SMS, IVR etc.
ANALYTICAL ASPECT
Analysis of Customer Data
for purposes like
optimizing marketing
effectiveness, customer
retention, behavioral
analysis, decision making
KEY FEATURES OF CRM
A Typical CRM consists of 3
Sub Modules:
Marketing
Sales
Services
KEY FEATURES OF CRM
A Typical CRM consists of 3 Sub
Modules:
Marketing, Sales And Services
MAIN SHARE IN MARKET
According to Gartner a 2005 study
shows earnings like
SAP 1475 million US$
Siebel 966 million US$
Oracle 368 million US$
Salesforce 281 million US$
amdocs 276 million US$
Others 2,333 million US$
CRM NOW
With increasing popularity of
Open Source vendors have
started openly marketing CRM.
Some Open source CRMs to note
are:
CRM http://www.sugarcrm.com/crm/
XRMS http://xrms.sourceforge.net/
pagebuilder.php ?s1=18
Vtiger http://www.vtiger.com
OpenCRX http://www.opencrx.org/
Sugar
TOP CRM COMPANIES
Siebel, Amdocs,
PeopleSoft, Oracle, SAP,
EDS, Avaya, Baan, Aspect,
E.piphany, Pivotal, Kana,
eGain, Primus, Quintus,
Trilogy, Motive,
Brightware, Annuncio
AT THE END
Choosing the right
CRM helps Client
interaction and
understanding
efficient initiating
process of better
