Crm : Customer Relationship Management

1298 Words6 Pages
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
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