CRM Customer Relationship Management
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FCIH Initiative Program
CRM Customer Relationship Management
Osama Magdy
CRM - What is CRM?
CRM, or Customer relationship management, is a number of strategies and technologies that are used to build stronger relationships between companies and their customers A company will store information that is related to their customers, and they will spend time analyzing it so that it can be used for serving them.
CRM - What is CRM?
The aim of CRM is to:
Identify who customers/business partners are Attract them to company's business Manage interactions with them throughout their relationship lifecycle with the company Learn more about them Increase their satisfaction. The company can gain new customers, and it can also become highly competitive in the market
CRM - History & Evolution
In the past, it was difficult to effectively track customers and their purchases. The foundation for CRM was laid during the 1980s. During this time, it was referred to as µdatabase marketingµ. The information that was collected via surveys did not give the company a great of information. In the 1990s, the term ´Customer Relationship Managementµ was introduced. CRM was a dual system, trying to build a sense of loyalty in the customers.
CRM - History & Evolution
CRM ² Business Strategy
CRM represents an enterprise business strategy that involvs focusing knowlege, business process, and organizational structure around customers
CRM ² Business Strategy
In a typical company, it is not unusual to have to following scenario:
CRM ² Business Strategy
In a customer focused company, the information flow and the ability to access information is very different:
CRM - Impact on organizations
Shifting focus from product to customer
Streamlining the offer to what customers want, not what the organization can make
Highlighting competencies required for an effective CRM process
CRM - Aspects
Operational CRM: Automation of the support of customer processes that include a company·s sales or service representative
Collaborative CRM: direct communication with customers that does not include a company·s representative (´self serviceµ)
Analytical CRM: analysis of customer data for a broad range of purposes
CRM ² Example (Amazon)
Ads
CRM - Example (Amazon)
CRM - Vendors
Oracle Siebel SAP Microsoft Dynamix Onyx Sugar CRM (Open Source)
CRM - Siebel
Enables companies to manage interactions with customers, partners, and employees Typically deployed as a single application with broad functionality Uses a single database to:
Allow all users access to the same set of data. Ensure changes to data are made once and only once
CRM - Siebel
Types of Siebel applications:
Employee application Siebel Call Center
Example:
Customer and Partner application Siebel eSales Siebel Partner Protal
Examples:
CRM - Siebel
Employee Application: Siebel Call Center
CRM - Siebel
Customer Application: Siebel eSales
Catalog
Shopping Cart
CRM - Siebel
Partner Application: Siebel Partner Portal
opportunities
CRM - Siebel
Siebel Architecture
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CRM ² Working in CRM Field
Where?
Vendor Customer
What?
Analysis Design Configuration/Development Testing Administration DBA
CRM - Resources
CRM:
http://www.exforsys.com/tutorials/crm.html
http://h20338.www2.hp.com/enterprise/downloads/CRMArchitecture_Whitepape r_HPC.pdf
Siebel:
http://www.oracle.com/siebel/index.html Siebel book shelf: http://download.oracle.com/docs/cd/E14004_01/homepage.htm http://siebelunleashed.com
SAP CRM:
http://www.sap.com/solutions/business-suite/crm/index.epx http://help.sap.com/content/documentation/sbs/docu_sbs_crm_design. htm
More resources soon on my blog (techienotes.info)
CRM
Questions
Contact me:
[email protected] [email protected] Blog: www.techienotes.info
CRM Customer Relationship Management
Osama Magdy
CRM - What is CRM?
CRM, or Customer relationship management, is a number of strategies and technologies that are used to build stronger relationships between companies and their customers A company will store information that is related to their customers, and they will spend time analyzing it so that it can be used for serving them.
CRM - What is CRM?
The aim of CRM is to:
Identify who customers/business partners are Attract them to company's business Manage interactions with them throughout their relationship lifecycle with the company Learn more about them Increase their satisfaction. The company can gain new customers, and it can also become highly competitive in the market
CRM - History & Evolution
In the past, it was difficult to effectively track customers and their purchases. The foundation for CRM was laid during the 1980s. During this time, it was referred to as µdatabase marketingµ. The information that was collected via surveys did not give the company a great of information. In the 1990s, the term ´Customer Relationship Managementµ was introduced. CRM was a dual system, trying to build a sense of loyalty in the customers.
CRM - History & Evolution
CRM ² Business Strategy
CRM represents an enterprise business strategy that involvs focusing knowlege, business process, and organizational structure around customers
CRM ² Business Strategy
In a typical company, it is not unusual to have to following scenario:
CRM ² Business Strategy
In a customer focused company, the information flow and the ability to access information is very different:
CRM - Impact on organizations
Shifting focus from product to customer
Streamlining the offer to what customers want, not what the organization can make
Highlighting competencies required for an effective CRM process
CRM - Aspects
Operational CRM: Automation of the support of customer processes that include a company·s sales or service representative
Collaborative CRM: direct communication with customers that does not include a company·s representative (´self serviceµ)
Analytical CRM: analysis of customer data for a broad range of purposes
CRM ² Example (Amazon)
Ads
CRM - Example (Amazon)
CRM - Vendors
Oracle Siebel SAP Microsoft Dynamix Onyx Sugar CRM (Open Source)
CRM - Siebel
Enables companies to manage interactions with customers, partners, and employees Typically deployed as a single application with broad functionality Uses a single database to:
Allow all users access to the same set of data. Ensure changes to data are made once and only once
CRM - Siebel
Types of Siebel applications:
Employee application Siebel Call Center
Example:
Customer and Partner application Siebel eSales Siebel Partner Protal
Examples:
CRM - Siebel
Employee Application: Siebel Call Center
CRM - Siebel
Customer Application: Siebel eSales
Catalog
Shopping Cart
CRM - Siebel
Partner Application: Siebel Partner Portal
opportunities
CRM - Siebel
Siebel Architecture
The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again.
CRM ² Working in CRM Field
Where?
Vendor Customer
What?
Analysis Design Configuration/Development Testing Administration DBA
CRM - Resources
CRM:
http://www.exforsys.com/tutorials/crm.html
http://h20338.www2.hp.com/enterprise/downloads/CRMArchitecture_Whitepape r_HPC.pdf
Siebel:
http://www.oracle.com/siebel/index.html Siebel book shelf: http://download.oracle.com/docs/cd/E14004_01/homepage.htm http://siebelunleashed.com
SAP CRM:
http://www.sap.com/solutions/business-suite/crm/index.epx http://help.sap.com/content/documentation/sbs/docu_sbs_crm_design. htm
More resources soon on my blog (techienotes.info)
CRM
Questions
Contact me:
[email protected] [email protected] Blog: www.techienotes.info
