Abstract CRM (Customer Relationship Management) as a strategy has increased popularity by connecting enterprises and customers closely through different mediums. This helps businesses to effectively understand, manage and sustain the customer relationship in a long run. With technology advancements and enormous amount of information available, enterprises are finding various ways to stay connected with the customers. CRM has been proven successful for lot of enterprises (small, medium & large) and thus encouraging lot of new businesses to implement CRM in order to survive and compete in the world of Internet. This thesis, therefore, aims to study the viability of using the ASP (Application Service Providers) model for enterprises to …show more content…
8 2.3.1 Operational CRM 8 2.3.2 Analytical CRM 10 2.3.3 Collaborative CRM 10 2.4 CRM market 11 2.5 Prominent CRM vendors 13 2.5.1 Siebel systems – Oracle 13 2.5.2 Salesforce.com 14 2.5.3 Microsoft Dynamics 14 2.5.4 SAP 15 2.5.5 Others 15 Chapter 3 : CRM for Enterprises 17 3.1 Objective and Structure of the chapter 17 3.2 Defining Enterprise’s 17 3.3 Characteristics of enterprise 19 3.4 Benefits 20 3.5 CRM as a strategic imperative for Enterprises 20 Chapter 4 : Implementing CRM 22 4.1 Objective and structure of the chapter 22 4.2 Developing a CRM vision 22 4.3 Defining common CRM requirements for organization 22 4.4 Determining CRM readiness 23 4.5 CRM implementation approach 24 4.5.1 On-Premise development 24 4.5.2 Cloud Based CRM 25 4.5.3 On-Premise VS Cloud Based CRM 26 4.6 Key issues in CRM implementation 27 4.6.1 Organizational changes 27 4.6.2 Business justification of CRM 28 4.6.3 Risk management 28 4.6.4 Integration 29 4.6.5 Project ownership 29 4.7 Conclusion 29 Chapter 5 : Exploring SaaS model 30 5.1 Objective and Structure of the Chapter 30 5.2 Introduction to SaaS 30 5.2.1 Characteristics 30 5.2.2 Benefits of SAAS model 32 5.3 Enterprises outsourcing CRM with ASPs 32 5.4 Conclusion 35 Part II Empirical Study 36 Chapter 6 : The Research 36 6.1 Objective and structure of the chapter 36 6.2 Research methodology 36 6.3 Measurement Instrument 38 6.4 Empirical data 38 6.4.1 Company overview 39 6.4.2 Selected products for research 43 6.5 Comparison 48 6.5.1 Business
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
Customer relationship management is a business strategy that attempts to ensure every customer interaction that is appropriate and consistent regardless of the communication channel and that CRM is a core business strategy for managing and optimizing customer interactions across the public or private’s institutions’ traditional and electronic interfaces. CRM can be used to gain clearer insight and more intimate understanding of customers' behaviours and in helping to build an effective competitive advantage and its relationship to the e-business process (Khirallah 2000) and that committed customers can be viewed as company assets who are likely to be a source of favourable referrals and are more resistant to competitors' offers (Khirallah 2000).
An effective Customer Relationship Management (CRM) program can be used to identify, retain, satisfy and obtain customers by using technology to optimize strategies for understanding customers’ needs to manage business interactions with current, former, and prospective customers. Additionally, CRM also enables companies to maximize internal, external, marketing and customer service operations to better address the needs of the customer building a better relationship with customers that a more profitable. (Ahmad & Buttle, 2001)
Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is being collected in several different areas of the company, stored in a central database, analyzed, and distributed to key points (Anderson & Stang, 2000).The business world once was “product-centric”, the companies just provided what they could produce. However, it is now become “customer-centric”, they provide products and service
A CRM program contains complicated business and technology issues. Though, they require significant investments of time and money. Adapting a CRM tool does not make any change in small business’s performance. A company has to understand their goal. They has to clear about till what extinct they are related to the customer. If the target is not truly strategic than CRM system fails to the business.
Today, more and more companies find that cultivating customer loyalty is a key factor to achieve success. Customer relationship management (CRM) focuses on the relationship between customer and company. Due to this feature, many companies are trying to establish their own CRM system for helping them to connect new customers and boost old customers’ long-term loyalty. CRM systems include operations and analysis, and relationship marketing strategy and supporting, customer-centric business processes (Buttle 2004). With the development of information technology (IT), using CRM system
Majority of administrations have observed the customer relationship management (CRM) design as a hi-tech explanation for glitches in individual region, convoyed by a great deal of not coordinated enterprises. in any case, customer relationship management have to be conceptualized as a strategy, due to its technological, human, and processes implications, meanwhile an organization decides to carry it out. On this concept, the main aim declared in this research is to propose, vindicate, and legalize a model based on critical success influences that will constitute a lead for companies in the
Salesforce.com offers force.com as a platform as a service where any enterprise can customize the application in their own fashion, the development times and costs would increase to suit their business needs.
It’s very important to a business to have good customer relationships; CRM Software’s main objectives are to attract new customers while maintaining and satisfying their current customers and trying to win back the trust of former customers. Customers are one of the most important variables for a business owner to pay attention to, when trying to create a profit. Customer Relationship Management software keeps track of customer information to help the company maintain a strong relation with the customers. Good CRM Software brings together information from all databases within a company and gives
The paper on CRM roadmap introduces ten articles and describes the essence of each of those. The author presents eleven propositions on the known facts and potential pitfalls of CRM and also lists six recommendations [1]
Customer Relationship Management (CRM): Customer relation management (CRM) is a cross functional enterprise system that computerizes numerous customers serving form in direct marketing, sales, customer service and accounting management. CRM allows a company to distinguish and focus on their best customer so that they can be held as a loyal customer for a longer period of time.
CRM (Customer Relationship Management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had
In this paper we will follow a step by step process to understand CRM in detail and its relevance in current market scenario. We will first understand the basics of CRM and how it is managed then we will move to the traditional approaches of CRM and their drawbacks. After understanding the drawbacks of traditional approaches we will discuss the technologies available and their advantages over traditional approaches. Further we will discuss implementation of these technologies with the help of
Customer relationship management (CRM) is a term that alludes to practices, systems and innovations that organizations use to oversee and break down customer cooperation and information all through the client lifecycle, with the objective of enhancing business associations with clients, aiding customer maintenance and driving deals development. CRM frameworks are intended to arrange data on customers crosswise over various stations - or purposes of contact
Customer relationship management (CRM) is widely implemented and centralized system which offers a place for interaction under a company. An employee can handle again the repeated problem which occurred in the past by re-investigate it. Besides, CRM provides a place to identify what customers wants. Employees can track customer’s expectation by their feedback and communication that can improve their buying experience and stay interact with customer in order to understand their true needs.CRM also has ability to let the company see the customer interaction in clear picture. Different customers from different segments require different products and services, but this complex situation can handle well by CRM. Furthermore, CRM provides quality and efficiency system in the company management that helps company achieves their success by building long-term customer relationship.