Customer Relationship Management Software ( Crm )

We are strong believers, that SaaS is a disruptive force in the enterprise landscape and that Salesforce in the company that has done the most to evangelize about the merits of SaaS and more recently the social enterprise. Its growth rates (most recently 32% in FY14) demonstrate its continues drive to capture market share but more importantly “mind share”. However, this comes at cost. Our measure of the business illustrates that profitability has fallen dramatically at the expense of revenue growth. Accounting policies such as deferred commissions and capitalized R&D and the considerable use of stock options has helped to inflate the income statement and keep non-GAAP results at acceptable levels. Recent M&A activity in the sector suggests

Salesforce.com (NYSE:CRM) is the global leader of cloud-based Customer Relationship Management (CRM) applications and platforms, and operates in over 70 nations. Salesforce ended its latest fiscal quarter on April 30, 2013, attaining $892M in revenues and earning -$67.7M in Net Income (Salesforce Investor Relations, 2013). The company is also highly recognized for successfully integrating a wide variety of social media application feeds into their enterprise-class CRM systems, creating an entirely new category of customer relationship platforms called Social CRM or SCRM (Salesforce Investor Relations, 2013). All Salesforce.com applications and platforms are delivered over the Internet using cloud computing technology at the foundational level with applications often configured using Software-as-a-Service (SaaS). This has provided Salesforce.com with several significant competitive advantages against on-premise enterprise software vendors including a completely different pricing model where customers only pay for the segment of the applications they use. Salesfroce.com customers often pay for their application sue out of the operating expense (OPEX) budgets, which individual line-of-business managers often have direct control over. This flexibility in spending options, along with speed of implementation, has earned Salesforce.com global market share leadership as shown in Figure 1.

Through PaaS, developers can build applications by accessing a platform and environment service over the internet (What is PaaS?). Services can be as simple as basic development tools or they can offer customizable packages that include advanced development options. Management for customers and support may also be available, a developer may purchase according to their needs and expertise. Clients are able to use the system as needed without worrying about updates and upgrades because they are constantly performed by the service provider; giving the user the latest technology at any given time. Examples of services offered are point-and-click frameworks, database management, and server software. They can further include tools for design and development, as well as, testing and deployment advice.

Salesforce.com has not only succeeded in becoming the leading enterprise in cloud computing and CRM activities, but it has also been seen as an organization that has produced leaders in the past. The company is thriving under the guidance and leadership of some of the brightest minds and most experienced executives in business over the years. We have taken the example of Mr. Mark Benioff who is the chief executive officer of the organization and studied his leadership style in an attempt to understand and learn from him the kind of leadership qualities he projected and how exactly his leadership has contributes to the overall success of the business over the years. One of the key person who pioneered the process of cloud computing, and founded the company in 1999 with a mission to create an on-demand, information management service aimed to replace the traditional enterprise software technology (Denning, 2011). Under his leadership, salesforce.com has grown from just a groundbreaking idea to one of the fastest growing top ten software companies in the world and one of the largest customer relationship management (CRM) company.

Lately, large organizations as well as small startups are focusing on the enterprise segment. Once consumer only products like iPhone (for business) and Android (for work) are now enterprise ready and widely used for businesses by the large organizations. Besides, the business model shift from a "legacy" on-premises to the cloud based SaaS model is true and that is enabling both, businesses as well as vendors, to be agile, reduce maintenance/ownership cost and quickly scale to the evolving business demands. It 's not surprising that nowadays virtually every enterprise software offers a flavor of cloud/SaaS solution.

SaaS is developed with "one-to-many" model whereby an application is shared across multiple clients. It is evident that SaaS is going to have a major role on the software industry. This is because SaaS has the potential to change the way people think, buy, trade and use software. It can be exemplified as "Software deployed as a hosted service and accessed over the Internet" [9]. A solution attracts market and investor only when it proves its fidelity to gain. Enterprises and organizations of all sizes can be categorized into two service oriented dimensions: Line-of-business services are aimed at facilitating business processes such as finances, supply-chain management [13], and customer relations and handles large scale, configurable and customizable solutions. It is provided on a subscription basis. On the other hand, consumer-oriented services offered to the general public sometime with low cost and may be no

If this doesn’t happen, they get frustrated. Although these applications are simple to see immediate results, their integration with other systems in a company is critical to realizing the full value they offer. Integration: The Last Barrier to SaaS

Cloud computing is a wide topic and many researches are focused on improving the technology and facilitating the use of the technology. One of the concepts that have evolved to felicitate the use of the Cloud technology is the Cloud services which are offered by different Cloud providers. They are mainly grouped into three categories [10] as, Infrastructure as a Service (IaaS) provides an environment for deploying, running and managing virtual machines and storage, Platform as a Service (PaaS) provides a platform for developing other applications on top of it, Software as a Service (SaaS) provides access to complete applications as a service, such as Customer Relationship Management (CRM) [11]. Due to this diversity of cloud offerings, an important challenge for customers is to discover who the exact cloud providers that can satisfy their requirements. Often, there may be trade-offs between different functional and non-functional requirements fulfilled by different cloud providers. This makes it difficult to evaluate service levels of different Cloud providers in an objective way. Therefore, it is not sufficient to

Customer Relationship Management (CRM) describes the practices, strategies and technologies many businesses use to manage and critique customer services through customer behavior. A CRM system helps a business relate more to a customer and implementing a functional system will not only increase profits, but our relationship with our customers will grow stronger. CRM systems are designed to store information on customers across a vast majority of channels or points of contact between the customer and the business. In order for Tru Lit to utilize a CRM system, there should be an interactive website, telephone number, online chat, e-mail, and multiple social media platforms that our customers can easily access in order for us to gain their loyalty to our products. CRM systems are able to locate valuable customers through the RFM formula, which allows our company to track recently purchased items from a customer, the frequency of purchases made by a customer, and the monetary value of a customer’s purchase. Also, CRM systems give Tru Lit the ability to present detailed information on customer’s tastes and preferences concerning our products, which will give us the ability to keep innovation alive in our company. Implementing a CRM system is crucial to the global expansion of the company because having a well-rounded sense of understanding about our customers in China will act as a huge factor for our performance in the Chinese market.

Today, 57% of Fortune 500 companies are using Microsoft Azure. Well recognized companies, like AccuWeather, Mazda, Xerox, Lufthansa and many others are enjoying the benefits of virtual and scalable servers (People are doing amazing things with Azure). Platform as a service (PaaS) and Infrastucture as a Service (IaaS) quarterly revenue reached the $3 billion milestone, with full-year 2013 revenues falling just short of $10 billion. (Synergy Research Group, 2014)

Again salesforce eases these challenges by providing success stories [8] as well as success plans to drive adoption [10]. The pressures of securing funding are reduced by them providing a multitude of pricing plans [12] as well as free trials [4]. Lastly, they reduce the need for organization expertise for implementation by providing an advisory service, which supplies business with salesforce experts for the duration of implementation [11].

In an industry that is more and more competitive every day hospitality organizations like any other business have to find ways to build a client base as well as keep their current clientele loyal. A guests experience when traveling, dining out, or planning their special event is of utmost importance when it comes to the success of the individual organizations that they visit or rely on to provide the service needed. Building a positive customer relationship is beneficial to the customer as well as the financial performance of the organization. In order to build and maintain this positive relationship an organizations marketing department employs a marketing strategy referred to as Customer Relationship Management (CRM). The term CRM can be defined and interpreted in many different ways Reinhartz et al (2004) define CRM as a “process to manage customer relationship initiation, maintenance and termination across all customer contact points to maximize the value of the relationship portfolio”. The way an organization implements CRM is their individual strategy and this strategy can include one or many different approaches. An organizations customer service philosophy should be centered on information that is collected through the use of CRM; therefore, CRM is not only a marketing strategy but also an overall customer-centric business strategy. The purpose of this paper is to identify different types of CRM strategies, their benefits, how these strategies fail as well as

From my perspective, I think it’s just amazing how companies like Target, targets its customers through an algorithm that provides them with information about each of us. A lot, of the information that they retrieve is based on our spending habits. Our spending habits along with their Customer Relationship Management System (CRM) a retailer can simply identify and targeting customer wants and needs in an entirely new way. It takes me back to buying power, how the buying power of the consumer, Consumer buying power refers to the capacity of an individual customer or a specific market to buy certain quantities of goods and services. Therefore, based on theories and algorithms obtained from consumer purchasing retailers are able to predict what type of goods, products and services to offer their customers. CRM is referred to as customer input, one-to-one solutions to customers ' requirements, direct online communications with customer and customer service centers that are intended to help customers solve their issues. For example, CRM is designed to be a marketing leverage tool that is personal or in other words, it should be a tool that attracts customers on a personal level.

Customer Relationship Management (CRM) is a method that provides an interconnection between a company and its customers for a substantial growth in the business, especially in terms of interactions between the two. It comprises usage of a set of methodologies focusing on customer driving. It was duly noted that despite the economic challenges that many companies have faced over the past few years, mainly the global economic downfall in 2008, which critically affected developed economies in USA and Europe; as well as the current problems affecting European firms following the Eurozone sovereign debt crisis — expenditure on Customer Relationship Management products has continued to observe significant growth during the past five years,

[6] As from the salesforce.com website, Salesforce.com 's customer relationship management (CRM) service is broken down into several broad categories: Sales Cloud, Service Cloud, Data Cloud (including Jigsaw), Marketing Cloud, Community Cloud