Slide 1DefinitionCRM SoftwareWhy is CRM Needed?CRM and ITCRM and IT exampleCRM and GISCRM and GIS (cont.)CRM ImplementationCRM CostsKeys to Successful CRM SoftwareSugar CRMSugar CRM (cont.)Siebel (Oracle)Siebel (cont.)ConclusionSlide 17SourcesPresented by:Jennifer LuuIsidro GonzalezBlanca Y. VázquezMay 30, 2007www.brotecs.com/products/image/crm_04.jpgDefinition“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.”J(Stair & Reynolds, p. 51)www.icongmbh.de/images/grafiken/crm.jpgCRM SoftwareMade up of both business management and automation of the front-office (sales and marketing) divisions of an organizationMeant to address the needs of divisions within an organization and to allow them to share data on prospects, customers, partners, competitors and employeesThe 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 itJWhy is CRM Needed?Can help a company collect: Customer dataContact customersEducate customers on new productsActively sell products to existing and new customersCan be used to get customer feedback to help design new products and servicesJCRM and ITThinking 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. ICRM and IT exampleIwww.amigolog.com/Amigolog-CRM-Overview-En.jpgCRM and GISGIS technology becoming more commonplace in daily operations Company advantageGrowth in consumer and enterprise uses of geographic Information Systems (GIS) TechnologyMapping GIS growthGIS and the business---Truck companiesICRM and GIS (cont.)Microsoft MapPointIhttp://www.microsoft.comCRM ImplementationFocus on customer needsStart with a pilot programInclude a scaleable framework Think carefully about the companyMeasure your dataThink what kind of data to collect and storeICRM CostsDepends on the applicationHosted sales application $65 to $150/MoSophisticated functionally and greater support (Several thousands of dollars even millions)Companies buy different packages or a single, integrated packageemail marketing and sales force automationother companies can buy the integrated package data base, applications for marketing, sales, and customer service and supportIKeys to Successful CRM SoftwareHelp 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 neededHigh functionality System reliabilityH Management information Value for moneyJSugar CRMWorld's leading provider of commercial open source CRM Founded: April 2004 Employees: 90easily adaptableallows companies to more easily customize and integrate business processesJwww.ursochappell.com/identity/sugarcrm-s.jpgSugar CRM (cont.)Offers many optionson-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 systemMore SecureTransparentFlexibleon-premise solutions- for customers who would like to have their CRM information managed by IT managers behind their firewallsFreedom/OpennessValueSpeedSupportSugarCube- for companies who view their customer information as too valuable to entrust to a third-party vendor but only have limited IT expertiseFast DeploymentSecure Data with Less IT ResourcesJwww.ursochappell.com/identity/sugarcrm-s.jpgSiebel (Oracle)Bought by OracleNo.1 company in CRMFeaturesComprehensive CRM software solutionLower total cost of ownershipSuperior service solutionsJwww.oracle.com/.../oracle_certasso_clr_rgb.jpgSiebel (cont.)Siebel On-demand Benefits and FeaturesComplete and comprehensiveSuperior usabilityPerformance and ScalabilityIndustry-specific functionalityEmbedded contact centerEasy customization, integration, and expansionPrebuilt integration to Oracle back-office applicationsLow, predictable costsGlobalAustin Data CenterSafe and Secure24x7 AvailabilityJConclusion“As a rule, the further an industry is away from the end customer, the less important CRM is. “-Thomas
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