Case Study : Open Source Crm Systems

CRM systems consist of history purchase and information of customers. It can help track customer more easily. It can reduce the process time and increase productivity.It will resist the activities of competitors attempting to attract customers’ patronage. Customers will loyal and would not switch

From an organizational and profitability standpoint, an efficient, easy to use, and unified CRM system, captures all key and critical data from sales and marketing to commercial operations, all the while focusing on sales process, sales efficiencies, and increasing sales, all contributing to the bottom-line profitability of the organization. Data has proven that CRM platforms increase the productivity and profitability of individual departments and subsidiaries, these same platforms and characteristics will have the same ramifications on a larger scale organization, especially an organization that spans the global footprint, such as

The reason why the company looked into implementing CRM software was because the sales cycle of the company was being adversely affected by integration capabilities and the absence of the latest technology. The management could not take effective and efficient decisions about the company problems with the absence of real time information which could be made available through CRM. The company then decided to implement Microsoft Dynamic 2011 after conducting an evaluation process and the software was implemented

Salesforce.com (NYSE:CRM) is the world leader in Customer Relationship Management (CRM) software specifically designed for small and medium businesses, enterprises and government organizations. Salesforce.com was the first enterprise software company to break the $1B barrier of CRM sales on the cloud computing platform (Salesforce Investor Relations). It is also the first company to successfully orchestrate complex product and services strategies entirely on the Internet. This company's ability to orchestrate connectivity, cloud integration, enterprise storage and enterprise-wide applications is revolutionizing the economics of cloud computing today (Hedgebeth, 49). The strategic direction of the company is to expand quickly off of its sales base of applications, into customer service and support (Salesforce Investor Relations). As research studies from Gartner have shown, the majority of software sales in CRM today are in Customer Service and Support (34%) followed by Sales (26%) and Marketing (20%) (Salesforce Investor Relations). Salesforce.com reported $3B in revenue for their latest fiscal year and a $270M loss. Salesforce.com's success in enterprise CRM against entrenched competitors including Oracle and SAP is noteworthy, as both of these competitors rely on an on-premises application delivery model. The on-premises model is significantly more time-consuming to implement and often requires companies to

Using a CRM program is an effective tool to track of core customers’ needs and wants then individualize those needs with your products and services that match those needs. Moreover, the CRM program can keep track of contact,

Ling and Yen, 2001 assume CRM to be a vital element of a business strategy while Wayland and Cole, 1997 find it as the means to develop long term relationships with customers, given all the facts. Various experts and scholars could have various perspectives but their basic aim is to generate a remarkable customer experience. To make the most of the system lies in the hands of the organization and not the system itself. An evaluation between two stores with similar quality services and products, shows that the one with an intense customer understanding and knowledge will have its customers coming back to its store for more (Linoff and Berry 2011). They also reason that campaign management, lead tracking and call centre softwares are the components of the same CRM system. Its a radical change for most of the companies to develop a system that revolves around customer relations. The crucial points that need to be emphasized are

The CRM system contains positive attributes, but the implementation is risky. Despite the risks that are involved, establishing a strong team that can help the system work effectively and efficiently will improve the company’s key performance factors. Communication amongst the administration that

The new Customer Relationship Management (CRM) will build a connected, collaborated, and integrated customer facing organization. CRM will have simplified features and a utilize cloud technology to support multiple departments within the organization. CRM users will be able to:

In order to establish a suitable CRM system and increase the success rate, understanding CRM processes is especially important. Building CRM system, there are many works need to do(). Firstly, the target customer market should be identified. Different customer strategies are focused on different target customer markets based on their profitability. Then, firms set customer objectives, for example, acquire customer satisfaction and loyalty. After that, the leaders and managers should support and commit the implementation of a CRM system. At the same time, when companies change their targets, a plan about changing

There are a few disadvantages as well as benefits as to having CRM Software. A common one is that the software is often too complex and difficult to understand, which may end up having some of its functions unutilized. If this happens the customer may become uncomfortable with not having the ability to understand the software. Another big disadvantage is that a system that has good usability tends to have poor security and vice versa. Due to this occurrence, if confidentiality is endangered it can be very hard to gain back customers trust (Kikoy).

Practicing CRM requires an efficient and integrated internal business system. Many businesses benefit from the organizational discipline CRM imposes, as well as from the technology itself.

4. Analyse critically how Customer Relationship Management (CRM) system can play an important role to increase profits for each of the organization.

CRM systems are customer relationship management platforms. The goal of the system is to track, record, store in databases, and then the

CRM systems can be used to deliver personalized services to users to develop long standing and advantageous to customer relationships. This personalization includes effective use of resources like filtering information to users, personalizing services to customers ,based on customer purchase history sales creating chance to cross-sell related services This approach to personalization offers immediate services and user interfaces and execution of multiple tasks remotely

But, some of the disadvantages of customer relationship management system appeared at the same time. Company which using CRM is put too much focus on sales department and not integrate with accounting and marketing information, the customer relationships spread the whole life cycle but the company representative was forgetting and not connect with the service departments. In addition, the ability in performance will go down if the process of CRM dehumanized. It is because the system need people create the needed information and the human thought is needed to input information. The inputting data