Customer Resource Management
CRM is a company wide business strategy
designed to reduce costs and increase
profitability from all data sources within an
organization. CRM gives one holistic view of
each customer in real time, enabling
employees that encounter customers directly
to to make quick and informed decisions.
CRM is comprised of three entities
Information Technology
Customer Life Cycle
Business Strategy
Significance
Customer relations are considered the lifeblood of any
successful organization. In the same sense, CRM, is the
heart that pumps that blood. CRM software allows
employees to access information about their customers
with ease and improve marketing processes, customer
profiling, and profitability.
Information Technology
Customer Touch Points: instances of contact
between customer and an organization.
Applications: software that support business
processes.
Data Stores: collections of information that influence
business decisions.
Customer Life Cycle
Assessment of customers’ needs.
Business Strategy
Social CRM
Twitter, Facebook, and Myspace are all valuable
tools in CRM. Companies have begun to track
social media and observe public opinion.
Businesses may also create their own social media
pages in order to get feedback directly from
customers where they are most comfortable.
http://www.facebook.com/razer
CRM in the workplace
CRM is often a package of software that is used to
influence employees on how to deal with their
customers. The software tracks sales data, feedback,
service dates, customer information and uses that data
to attract more customers. CRM drives birthday cards
from companies, service reminder post-cards, and
product recalls.
SalesForce
Sales: Planning, Opportunities, Accounts, Productivity,
Pipeline, Workflows, Mobility, Analytics
Services: Accounts, Cases, Contracts, Knowledge Base,
Scheduling, Workflows, Mobility, Analytics
Marketing: Data, Segmentation, Planning, Execution,
Events, Response, Internet Marketing, Productivity,
Workflows, Mobility, Analytics
SAP
Marketing, Sales, Service, Partner channel
management, Interaction center, Web channel,
Business communication management, Real-time
offer management
Top CRM Providers
· NetSuite CRM+ $139 per user per month
· WorkBooks.com £35 per user per month
· Microsoft Dynamics costs $622-$880 per user
and $1,244-$1761 per server for Professional
Edition, Small business edition costs $440-$499
and $528-599 per server
· Sage $1,495 per server and $495 per user
license.
· SalesForce starts at $9 per user per month and
$65 per user month for Full-Featured CRM
Top CRM providers Cont.
· Sales Track $40 per user per month
· Prospect Soft unpublished pricing
· Salesnet unpublished pricing
· ClaritySoft $26 per user per month
· Sales Elites unpublished pricing
· coAction $25 per month
· Tracker RMS £500 per user per year.
· Zoho CRM free for first three users, Professional $12
per user per month for 4th+ user, Enterprise Edition $25
per user per month for 4th+ user
References
Marketingteacher.com
destinationcrm.com
bestpricecomputers.co.uk
sap.com
Insidecrm.com
salesforce.com
crm.dynamics.com/en-us/Default.aspx