Customer Relationship Management is a methodology for business with customers supported by information, processes and most importantly the relationship you have established with customers over a period of time.
• Information :- It is the the “blood” of CRM as it is the human body. It carries the things you need to know about the kind of relationship you have with customers and how to improve these relationships. Without customer interactions and transactional data, managing complex customer relationships in today’s business environment can be very complex or unproductive or both.
• Processes :- It enables measurability of business performance and when. broken down into simpler forms it can measure individual performance . Another aspect of processes is it helps to break down complex tasks into steps for senior and also new staffs to follow. Changes are not static and processes help to deal with changes in a more structured and systematic manners.
• Relationship :- - In business relation refers to state involving dealings between people or parties. It involves interactions with customers to better understand their requirements and to build an expectation through different channels of communication.
• Time:- You need to manage and bring all the elements of CRM together and make it work within a certain period of time. (Every company has a financial year and performance is often measured over this period of time. This
includes your customers’ financial period and measurement periods for
different projects and business initiatives. Hence it is vital that you
are able to manage and meet the challenges within a specific period of
time that each of the elements brings to the table to deliver the value
your customer is willing to pay you. This means data captured has to
have some association of its relevancy with time, processes has to be
efficient ensuring the shortest route to achieve its objectives.) Without the element of time there will be no pressure to deliver and efficiency will not make
any sense.
In conclusion CRM is the way you do business with your customers and managing this value-based relation in a systematic and productive manner for your business.
CRM can be online or on-site software. On-site old s/w are rapidly replaced by web-based CRM access through a web-browser. It also known as online CRM or on-demand CRM . Some key points of on-line CRM are:-
• Pay more quickly.
• Offers quick development.
• Makes customization much easy.
• Provides unlimited scalability.
Why to use CRM or advantages of using CRM are :-
1. High Adoption :- They are available from any computer or any device—any time, anywhere. Because most people are familiar with using the Internet to find what they need, SaaS apps have high adoption rates, with a lower learning curve.
2. Lower Costs :- These applications are subscription based. No license fees mean lower initial costs. Having the SaaS provider manage the IT infrastructure means lower IT costs for hardware, software, and the people needed to manage it all.
3. Easily Upgrades :- Because the SaaS provider manages all updates and upgrades, there are no patches for customers to download or install. The SaaS provider also manages availability, so there’s no need for customers to add hardware, software, or bandwidth as the user base grows.
4. Integration :- Many SaaS providers also offer customization capabilities to meet specific needs. Plus, many provide APIs that let you integrate with existing ERP systems or other business productivity systems.
We have a collection of DEV 401 Questions. Buy online Salesfoce Question along with their answers n prepare for salesfoce.com Certification.
Tuesday, March 6, 2012
How to Evaluate or Examine and judge CRM !
CRM (Customer Relationship Management) is a term defined and designed to improve customer service. Today it almost relates to an entire business strategy.
• Customer: - He refers to an entity that consumes goods or services from a desired firm (through the process of purchasing or renting) for a mutually decided price and has the ability to choose between different products and suppliers. In this sense a customer is also known as client, buyer, purchaser or user of the products/services delivered or provided by a firm or organization also called the supplier, seller or the service provider.
• Relationship: - In business relation refers to state involving dealings between people or parties. It involves interactions with customers to better understand their requirements and to build an expectation through different channels of communication.
• Management refers to managing of customer interactions.
CRM is all about managing relation with customers. CRM helps in learn about customers needs and their behavior to develop strong relation with them.. CRM also involves marketing and customer services activity also. There are some factors which are helpful in evaluating CRM, these are given below
1. Price :- Most companies can find reliable CRM software within their budgets. When making CRM comparisons, purchasers should factor in differences in pricing models, such as:
• One time, per-computer licensing
• Monthly, per-user subscription
• Annual site licenses
2. Connectivity :- Customer relationship management should include these four types of systems:
• Always online, available from any device
• Available from any connected laptop or desktop computer
• Switchable to "offline mode"
3. Compatibility :- CRM should be platform independent. But, Some project managers fail to include the price of new hardware when estimating the total cost of ownership for new CRM software. When making a decision, successful purchasers understand the impact of choosing:
• Browser-based, universal application
• Universal desktop application
• Windows only
• Mac only
4. Customizability: - CRM software developers understand that every company manages its operations differently. Therefore, most contact management and sales tracking systems offer modular designs and easy customization. Purchasers should ask from vendors about the process to add new features over time.
5. Ease of Use :- CRM application Should be user friendly means easy to use.Its functionality not be more complex for users/clients.
6. Support : - Purchasers should ask CRM software vendors/company about pricing and service plans for :-
• person support
• Phone or chat support
• E-mail support
7. Security: - When making a customer relationship management comparison, client/purchasers should ask whether this CRM software meets industry standards for privacy and for data security.
8. Reliability
9. Scalability
We have a collection of DEV 401 Questions. Buy online Salesfoce Question along with their answers n prepare for salesfoce.com Certification.
• Customer: - He refers to an entity that consumes goods or services from a desired firm (through the process of purchasing or renting) for a mutually decided price and has the ability to choose between different products and suppliers. In this sense a customer is also known as client, buyer, purchaser or user of the products/services delivered or provided by a firm or organization also called the supplier, seller or the service provider.
• Relationship: - In business relation refers to state involving dealings between people or parties. It involves interactions with customers to better understand their requirements and to build an expectation through different channels of communication.
• Management refers to managing of customer interactions.
CRM is all about managing relation with customers. CRM helps in learn about customers needs and their behavior to develop strong relation with them.. CRM also involves marketing and customer services activity also. There are some factors which are helpful in evaluating CRM, these are given below
1. Price :- Most companies can find reliable CRM software within their budgets. When making CRM comparisons, purchasers should factor in differences in pricing models, such as:
• One time, per-computer licensing
• Monthly, per-user subscription
• Annual site licenses
2. Connectivity :- Customer relationship management should include these four types of systems:
• Always online, available from any device
• Available from any connected laptop or desktop computer
• Switchable to "offline mode"
3. Compatibility :- CRM should be platform independent. But, Some project managers fail to include the price of new hardware when estimating the total cost of ownership for new CRM software. When making a decision, successful purchasers understand the impact of choosing:
• Browser-based, universal application
• Universal desktop application
• Windows only
• Mac only
4. Customizability: - CRM software developers understand that every company manages its operations differently. Therefore, most contact management and sales tracking systems offer modular designs and easy customization. Purchasers should ask from vendors about the process to add new features over time.
5. Ease of Use :- CRM application Should be user friendly means easy to use.Its functionality not be more complex for users/clients.
6. Support : - Purchasers should ask CRM software vendors/company about pricing and service plans for :-
• person support
• Phone or chat support
• E-mail support
7. Security: - When making a customer relationship management comparison, client/purchasers should ask whether this CRM software meets industry standards for privacy and for data security.
8. Reliability
9. Scalability
We have a collection of DEV 401 Questions. Buy online Salesfoce Question along with their answers n prepare for salesfoce.com Certification.
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