SPINNING A NEW WEB CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MEETS WEB 2.0

Size: px
Start display at page:

Download "SPINNING A NEW WEB CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MEETS WEB 2.0"

Transcription

1 SPINNING A NEW WEB CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE MEETS WEB 2.0 DR.YOGESH MAHESWARI COUNSELOR IGNOU IIP KOLKATA ABSTRACT Sensing that the software as-a-service pitch is losing its zing, customer relationship vendors have discovered a new angle: web 2.o The major CRM vendors, including Oracle, SAP, Salesforce.com and Microsoft, are adding on a host of features designed to aloe sales and marketing people to work together in new ways and to discover better ways to sell to Internet users. Oracle embarked on an aggressive push in Asia with the launch of Oracle Siebel CRM on demand release 15. The software focuses on social networking and other Web 2.0 features prominently in the industry latest buzzword-social CRM. Not to be outdone, salesforce.com is touching its own additions. Their web capabilities such as mash-ups and windowing have always been the key to success. Salesforce has teamed up with Google and launched an enhancement it calls sales force for Google Apps. It all sounds hopelessly techi, but behind the jargon lies a set of powerful tools, say analysts. The term Web 2.0 has various definition, but at heart it means using features of the internet to collaborate, interact socially, and aggregate information in new ways as opposed to the read-only characteristics of web 1.0 In this paper a brief discussion on the following area will be done to give weightage to the above mention topic. The discussion will include Blogs and Wikis, First Step to CRM Vendor, Google in the Mix, Affordable Experiment along with the Graphical view of Web 2.0 for sale. Introduction CRM is the cycle of activities by which an organization analyses its customers, targets potential customers, makes them aware of its offerings, acquires those customers, manages interactions with them, delivers value to them, develops a relationship with them overtime and resolve their issues when thing go wrong. These are often describe as customer acquisition, customer development and customer loyalty activities and in most organizations are performed by marketing, sales and customer support divisions. While some companies are purely web based, the vast majority are not. Most corporations are brick and mortar, and more and more are becoming brick and clicks. That is to say, increasingly they are using the internet to improve performance in research and development, manufacturing, human resource, enterprise resource planning, procurement, supply chain and customer relationship. CRM is performed across all customer contact channels throughout the extended enterprise. It is performed indirectly via dealers or retailers and directly 82

2 via call centers and field sales forces. Technology, including pervasive computing devices such as mobile phones and websites, is often used to enable effective CRM. The internet is an enabling infrastructure that allows CRM improvement across all customer channels. Definitions of Customer Relationship Management CRM is a comprehensive strategy and process of acquiring, retaining and partnering with selective customers to create superior value for the company and the customer CRM= Customer Relationship Management CRM= Continuous Relationship Management CRM= Comprehensive Relationship CRM is the establishment, development, maintenance and optimization of long term-mutually valuable relationship between customer and organization. Successful CRM focuses on understanding the needs and desire of the customer and is achieved by facing these needs at the heart of the business and then integrating them with the organization strategy, people., technology and business processes. CRM is the process of creating and maintaining relationships with business customers or consumers. CRM is the holistic process of acquiring, retaining and growing customers CRM emerged out of relationship marketing especially after the advent of the internet and advance telephony. However, now CRM has grown to include online and offline relationship. It would be appropriate at this point define relationship : Relationship is the consistent application of up to date knowledge of individual customers to the product, to serve design and to communicate interactively in order to develop a continuous and long term relationship, which is mutually beneficial. Understanding the concept of Customer Relationship Management CRM is the process of acquiring and retaining, customers. CRM requires an organization to focus on the services that represent value to the customers and create loyalty. For example a cellular service provider analyses the airtime usages of its customers and introduces a new billing plan to provide them more value for money. The draft plan is communicated to selected customers for feedback. Customers may be offered incentives for participation. This would help the provider to enhance relationship with the customers. CRM does not evolve as a distinct separate theory; different than marketing. Rather CRM extends the marketing envelop in a more meaningful and sophisticated way. CRM begins with claim to bestow completeness on marketing and does so, to a great extent. Some author define it as 360 marketing. Names and jargons can be many but the concept of CRM is simple: 83

3 CRM is to develop a good understanding of customers evolving need and to strive to fulfill. In the process, establish a dialogue with the customer in order to establish a mutually beneficial long term relationship. The CRM Framework The CRM framework is based on strategies that focus on the automation of business processes. Automation provides end-to end coordination among sales, marketing, customer services, field support and other vital points of interface with customers. The CRM frame work aims to integrate people, processes and technology to optimize relationship across various points of interaction. These touch points include consumers, business partners and distribution channels. The architecture of CRM application needs to combine operational, analytical and collaborative technologies. A balanced CRM approach involves implementing all three aspects of the frame work. i Automating Operations Automation is the operational side of CRM implementation. This involves the integration of customers facing applications across front back and mobiles offices. For example, a customer may lodge a complain at the web site of an organization regarding a services offered by the organization. In this case, the complain database of the site needs to be integrated with the customers feedback department, the services department, the marketing department, and the sales department of the organization. This will ensure that the customer can track the status of his or her complain from any of the touch points. ii Analyzing Operational Transactions An analysis of operational transactions, such as sales, customers feedback, complaints and inquiries helps an organization assess its business performance. The CRM architecture needs to address this requirement. To enable the analysis of operational transactions, the CRM architecture is tied to the data warehouse architecture and is most often manifested in analytical applications. A CRM solutions needs to facilitate the architectural convergence of the enterprise data wise not only with marketing applications but also with all types of packaged analytical applications, including the financial, manufacturing, and retail products used by the organization. iii Collaborating with Customers Collaborative CRM facilitates communication and coordinating between the channels and the customer touch point. Collaborative CRM maps the complete life cycle of the products or services offered by an organization. For example, the collaborative CRM model doe an ISP provider will ensure communication among customers, resellers, and the organization at various levels such as inquiry, sale of services, technical help, feed back, billing and renewal of services. The collaborative CRM model includes establishing cooperative partner networks, such as affiliates and portals, the of customers interactions, such as and the web 84

4 channel alignment strategies that enable consist collaborative between customers and business organizations Blogs and Wikis In theory, the new features allows CRM users to put their thoughts in diary entries and hold a running conservation with others within the CRM system (blogs), and create marketing documents that other CRM users can enrich their own ideas and experiences (wikis). Users can subscribe to on line news, podcasts and other internet resources (RSS), combine them (mashups) and publish them across the CRM network. Web 2.o tools also give marketers the information they need to manage relationship with online consumer, whose numbers are growing daily. It is always argued that there is an opportunity for companies to spread their message to customers through blogs and social networks like Myspace and Facebook. For example, with RSS feeds CRM users can track what influential bloggers are saying about the company and its product. They can respond and air the company side, and use the comments to fine-tune marketing campaigns. A data mining program can trawl the internet for mentions of the company, providing aggregated feedback for marketing and sales drives. First Step to CRM Vendor Among the major CRM vendors, Oracle and its Release 15 are in the vanguard of social CRM. Collecting the information from the vendor sources it is found that Oracle CRM On Demand is the one application where the vendor is taking steps to add net-working capabilities to its offering. Release 15 does have a new look. The front-end has been redesigned as colorful, content rich web pages, with various windows for real time news feeds, updates from social networking sites and blogs, videos and an internal instant messaging system. Taking the view of people in Banks, using CRM on Demand, Oracle Asia Pacific says that the previous version, Release 14, could pull together information streams from various websites and layer them to create one integrated chart, for example, but users needed to customize these themselves and R 15 is prebuilt applications on top of web 2.0 standard and tools and technologies. Consider the pre-built Messaging Center. This allows users to exchange instant message within the CRM system and attached sticky notes and other documents. Some times bankers give the views that unstructured information about customers or prospectus typically does not get captured by a CRM system, staying instead in a sales persons head or getting written down somewhere and getting lost. Users can attach the information to the file they keep about the particular company or customer, which may also be accessed by others within the CRM system. The other pre-built window allows users to stream real-time information into their home pages including stock quotes, updates from social networking sites like LinkedIn and videos. The 85

5 streamed data can be copied and appended to customer profiles, disseminated to other sales people as needed and stored in a customer data warehouse. The Banks says that it is not just snapshot information- it is a trend information, its movement and opportunity over time that we can only get with data-warehouse type capabilities. Google in the Mix Both salesforce.com and SAP, however, say that all these web 2.0 features and more, are already available in their respective CRM products. They just don t make too much noise about them. They do have an opportunity with Google Apps, so they can go into salesforce.com and they can access to all the google capabilities, whether , chat, spreadsheet, word document, blogs, networking sires and all those kinds of things that are standard on the consumer wed. the enhancement, dubbed salesforce for google apps, was made available to salesforce.com subscriber with no additional cost. But unlike the Oracle Siebel CRM product, which is automatically upgraded to the latest release for all subscribers, salesforce.com users have to sign up for salesforce for google apps, and not everyone is doing so. This gives clients the flexibility to adopt web 2.0 technology for CRM system at their own pace, and to decide whether they need to adopt social CRM at all. On the other hand, clients that could potentially gain a lot from Google Apps may not switch over out of inertia, ignorance, or for other reasons. The google partnership is consistent with salesforce business model, which is to let third parties develop applications to extend the capabilities of its products. Such application are typically available for subscription at additional cost on AppExchange, Salesforce virtual market that currently offers more than 800 business applications. Among them: Web data mining, real-time sales dash-boards and analytics, including Cogons 8 Business Intelligence. Applications outside of AppExchange can be integrated into salesforce.com, too. One example is SAS customers Intelligence, a set sales and marketing analytics modules sold by specialists SAS Institute. SAS focuses on predictive analytics and does not have an end to end CRM offering like the three CRM vendors. Some SAS clients, says that soon they are choosing to use the SAS customer intelligence modules, which include web analytics, digital marketing and marketing performance, to supplement or even replace the analytics engines inside the CRM system they have deployed. Affordable Experiment along with the Graphical view of Web 2.0 for sale. Unlike salesforce.com, SAP puts together all parts of the CRM environment for the user from product it has developed on its own or acquired, an approach similar to Oracle. This gives the vendors more control over the quality of the user experience. Salesforce.com does some 86

6 screening of the applications sold on AppExchange, but subscriber sign up for third party product, including Google Apps, at their own risk. SAP, which is better known as an enterprise resource planning (ERP) vendor, launched a CRM demand solution. The focus, however, appears to be on integration. SAP launched Business by Design, which puts together CRM and ERP functionalities for delivery as software as a service. So where does all this leave the Asian enterprise? Fortunately for CFO, experimenting with software as a service CRM is not too costly. Subscriptions starts at US$ 65 user per month for the top-of-the-line enterprise edition. Salesfroce.com Group Edition, which has narrower capabilities, can be priced as low as US$9 per user on special promotion terms. Beyond the cost factor, there are other considerations, such as the vendors capability and to extend Asian language support, set up Asia based servers to ensure rapid loading times, and deploy robust security systems. The major vendors are making progress in these areas. Salesforce.com, for example, is building a data centre in India that will go live at the end of the year. Oracle and SAP have extensive customers service experience and in-house and outsourced staff across Asia, which they are leveraging for their CRM on Demand services. It is too early for companies in Asia to move to social CRM, given that just 14 percent of the region 4.1 billion people are online? For those targeting middle class and affluent household, the time may be right. Internet use in some of Asia richest market is already quite high-71percent in Koreas, for example, 70 percent in Hong Kong, 69 percent in Japan, 67 percent in Taiwan, 60 percent in Malaysia and 53 percent in Singapore. Some 210 million people in China are online too. The new tools may be useful inside of companies too. The impact of web 2.0 within the company is as big as or bigger than that outside the company. In traditional CRM, sales people must be forced to put data- and even then, some keep information about their best contacts and prospectus themselves. The theory is that sales people will input even their best contacts because they will see how having complete information helps them and the entire company. And if they don t, some social CRM applications in the pipeline can automatically mine s and others company systems for leads and prospects 87

7 WEB 2.0 For Sale CRM software-as a-service offerings by major vendors. Pricing (per user per month) Sales force automation features Marketing features Salesforce CRM Oracle Siebel CRM on SAP CRM On Demand Enterprise Edition Demand Enterprise Edition Starting at US$65 Starting at US$70 Starting at US$75 Lead and opportunity Analytic and forecasting Microsoft office integration Mobile CRM solutions Territory Account and contact Approval and workflow Document and contracts Product catalog Campaign marketing autoresponder Search-based marketing Lead and list Lead and list Work flow Lead and opportunity Forecast and analytics Offline and mobile access Account and contact Calendar and task Lead routing Collaboration tools Campaign marketing Lead and tracking Lead assignment and notification One step lead conversion Segmentation tools Real time budget Opportunity and pipeline Sales analytics and forecasting Microsoft office integration Calendar and task Centralized account and contact information Quotation Support for multiple languages and currencies Campaign Lead Marketing analytics 88

8 automation Analytics and dashboards Web 2.o Free sign-up features with google apps Integration with web 2.o programs on appexchange Source: Inside CRM.com tracking Message centre RSS streaming Mash-up support Support integration with web 2.0 applications Integration with enterprise business application Organizations need to automate and integrate individual, intra-enterprise customers facing process with back-office or supply chain functions. This enables an organization to adopt a customer-centric system to fulfill customer requirement. CRM,SCM and enterprise resource application suites, as well as enterprise application integration frame work and XML-based messaging standard facilitate comprehensive, cross-functional front-to-back office supply chain integration efforts. To achieve competitive advantage from a CRM solutions, organization must deploy an enterprise CRM backbone. An organization needs to map its CRM strategies in marketing, sales and services to the CRM system. This CRM system should consist of operational, analytical and collaborative information system. Sales Force Automation Sales and services are the two functions of any organization which are integrated the most with the customer or the customers organization. Sales and services people are the company touch point with the customers. It makes a lot of sense to automate this customers contact process in order to give better information and services to the customers. Thus sales force automation is process and technology which when applied in the organization benefits both organization and customers Operating CRM solutions reduce the time field reps spend on low value-added task and help them better manage their sales pipeline. In the last decade, most selling organizations have put laptop computers into the hands of their sales forces, with varying results. Giving sales people instant internet access to customer sales data, inventory, and delivery schedules works best when field staff are provided incentives as well as training. Most sales force automation programs are still struggling to reach 100 % adaptation rates with sales people and achieve uniform entry of the most basic account data for pipeline and opportunity reporting. One danger is programs that cannot generate reliable information people will trust for their compensation and performance reviews. Generally, it will be several years before these software applications mature to deliver robust report of sales productivity, transaction economics or incentives compensation. 89

9 Service Marketing and CRM Service today is an essential element of marketing of any company; be it in Product or service business. It is not possible to ignore the importance of service in today s business context and it is almost inseparable when we talk about CRM. The major reasons for services becoming prominent are due to the following; 1. Products have reached a state of saturation 2. Time is scare commodity 3. Freedom is the key 4. The need for organization to be more effective 5. The need for the organization to be more efficient Some of the major challenges conforming a service marketer are: 1. Designing of services: Since a service is a performance subject to different aspects, designing of services is a big challenge 2. Quality of services: The delivery of a services is also dependent on the customers participation. Also it is a function of various characteristics out together along with the customers expectations. Thus, measurement of quality is difficult to define. 3. Tangibilizing the services; Unlike products, showing or demonstrating services is difficult. 4. Flu actuating demand; It depends upon the demand of respective goods 5. Standardization of services: Services happen between different people at different times in different situations. The people and situations elements make it difficult to standardize the service. 6. Motivating and involving people: It is a great challenge to motivate people to be enthusiastic with customers Thus service marketing shows the path to the service marketer to handle the above mention challenges. It shows the linkage relationship between Company, Customers and employees. Relationship Marketing and CRM A relationship does not come in a single size. Relationship means different things to different customers. The buyer of a box of detergent will value different aspect of their relationship with Procter and Gamble than will a buyer of a car from Maruti. Relationship need to be formally understood and the process needs to be effectively managed for a supplier and a customer to continuously derive mutual value from the relationship. This then is what Relationship Marketing is about: the on going process of creating and sharing value with the customers that the company choose to serve. Relationship marketing recognizes the importance of learning with customers to create the value each wants; although that does not necessarily means the value for individual customers must be unique. Relationship marketing effects virtually every person, technology and process in the enterprise. It is not about isolated concept such as database marketing, predictive modeling, data warehousing, one to one marketing, relationship selling, mass customization, customer intimacy or bonding, although each of these and others may have important roles as components of the overall concept of relationship marketing. Relationship marketing seeks to align the enterprise with the enterprise with the expectations of certain customers and to deliver the value these customers continuously want. 90

10 It is role to define and shape the basis for the end-customer relationship and to align all aspects of the enterprise with the customer. It is also the purpose of to recognize and address the importance of the relationship that contribute to the end-customer relationship. For the end-customer relationship to endure, may often need to rethink aspects about the company internal and external relationships. Conclusion Customer Relationship Management involves aligning customer strategy and business process for the purpose of improving customer loyalty and eventually, corporate profitability. To end: 1. Acquiring right customer 2. Crafting the right value proposition 3. Insisting the best process 4. Motivating employees 5. Learning to retain customers This capability, best nurtured in a market driven organization, includes a strong relationship oriented among employees, a rich and widely utilized information base and system, process and incentives that enable personalized solutions for customers Sales force technology represents a variety of dynamic tools that can help the sales force. While these tools cannot replace the sales person and generate deals from customers, they can enhance efficiency and effectiveness level. Sales force technology can range from lap top, pagers, cell phones, desk top, personal computer, software for, data base and multimedia presentation. The key for sales manager to remember is that these tools do not drive themselves and still need the skill of to get the best result. Reference Basu Kaushik, Nayak B. Publin, Ray Ranjan, (2011), Market and Government, Oxford University Press Blios Keith, (2000), The Oxford text Book of Marketing, Oxford University Press Carter Tony, (2003), Sales force Management- A Contemporary Approach, Jaico Publishing House Donald Mc,(2000), Marketing is Manageable, Macmillan Business Press Hutt D Michel & Thoms W.S, 8 th Edition ISBN , Business Management- A Strategic View of Industrial and Organizational Market, Printed USA Moulbacher Hans & Dahriger Lee, (1999), International Marketing- A Global Prespective, Thomson Business presssargeant Adrian & West C Douglas, (2001), Direct & Interactive Marketing, Oxford University Press 91

REAL ESTATE PORTAL SOLUTION. Ver 1.11

REAL ESTATE PORTAL SOLUTION. Ver 1.11 REAL ESTATE PORTAL SOLUTION DEVELOPER CONSUMER AGENTS Ver 1.11 Techzone Real Estate Portal Solutions end to end property system platform - Ver1.11 Page 1 Index of the documents Chapter page No. Introduction

More information

MAXIMISING VALUE FROM DIRECT MARKETING: CUSTOMER ENGAGEMENT

MAXIMISING VALUE FROM DIRECT MARKETING: CUSTOMER ENGAGEMENT MAXIMISING VALUE FROM DIRECT MARKETING: CUSTOMER ENGAGEMENT DATE: October 2013 Tim Gilmour Chief Marketing Officer aegon.com AEGON DIRECT & AFFINITY MARKETING SERVICES ADAMS (AND ITS SISTER COMPANIES WORLDWIDE)

More information

Sage 300 ERP 2014 Get more done.

Sage 300 ERP 2014 Get more done. Sage 300 ERP 2014 Get more done. Get more done by connecting your business, providing a better customer experience, and increasing revenue. New web and mobile functionality: driving better customer experiences

More information

Sage 100 ERP 2014 Connect your business.

Sage 100 ERP 2014 Connect your business. Sage 100 ERP 2014 Connect your business. The foundation for connecting your business to provide a better customer experience, increase revenue, and make better business decisions New web and mobile functionality:

More information

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT KEY FEATURES Manage leads, configure vehicles, prepare quotes, submit invoice and process orders Capture customer, vehicle and service

More information

From small businesses to large enterprise companies, Recurly offers the simplicity and sophistication your business needs as it grows.

From small businesses to large enterprise companies, Recurly offers the simplicity and sophistication your business needs as it grows. GROWING with From small businesses to large enterprise companies, Recurly offers the simplicity and sophistication your business needs as it grows. Our features, tools, and support help you effectively

More information

9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS

9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 349 FIGURE 9-5 THE FUTURE INTERNET-DRIVEN SUPPLY CHAIN The future Internet-driven supply chain operates like a

More information

Oracle Front Office Applications. Enabling Customer-Responsive Enterprises

Oracle Front Office Applications. Enabling Customer-Responsive Enterprises Oracle Front Office Applications Enabling Customer-Responsive Enterprises promote customer loyalty promote customer loyalty promote customer loyalty grow your business grow your business grow your business

More information

Mothernode CRM SALES & MARKETING EDITION

Mothernode CRM SALES & MARKETING EDITION Mothernode CRM SALES & MARKETING EDITION Increase lead acquisition and conversion, measure campaign revenue and integrate with popular marketing applications. Mothernode CRM The easiest way to run your

More information

Focused sales management

Focused sales management Focused sales management Make the most of every sales opportunity Sage CRM directs your sales efforts toward the most profitable, most winnable deals and helps you make the most of cross-selling and upselling

More information

Hosted CRM Comparison Guide. Focus Research March 2009

Hosted CRM Comparison Guide. Focus Research March 2009 Hosted CRM Comparison Guide Focus Research March 2009 Focus Research 2009 Salesforce.com Inc. SalesBoom Sage Software RightNow Technologies Inc. Oracle Salesforce On Demand CRM, SageCRM.com RightNow CX

More information

Oracle Business Intelligence Applications: Complete Solutions for Rapid BI Success

Oracle Business Intelligence Applications: Complete Solutions for Rapid BI Success 1 Oracle Business Intelligence Applications: Complete Solutions for Rapid BI Success Lara Chedid Associate Project Manager Youssef Halawi Sales Consulting Manager Safe Harbor Statement

More information

Sage CRM Focused Sales Management

Sage CRM Focused Sales Management Sage CRM Focused Sales Management Equipping your sales team with the complete customer information and the necessary tools to enable them to do their job effectively is very important. Sage CRM empowers

More information

Organise Your Business

Organise Your Business Organise Your Business Second CRM On Demand Customer Relationships A Functional Introduction Presentation January, 2013 Organise Your Business Second CRM On Demand Customer Relationships Designed for Small

More information

Enterprise Grade CRM on Cloud

Enterprise Grade CRM on Cloud www.efffiasoft.com TAKE YOUR BUSINESS TO THE NEXT LEVEL WITH EFFIASOFT S Enterprise Grade CRM on Cloud Customer Relationship Management A comprehensive, easy-to-use, customizable and integrated solution

More information

ORACLE BUSINESS INTELLIGENCE SUITE ENTERPRISE EDITION PLUS

ORACLE BUSINESS INTELLIGENCE SUITE ENTERPRISE EDITION PLUS ORACLE BUSINESS INTELLIGENCE SUITE ENTERPRISE EDITION PLUS PRODUCT FACTS & FEATURES KEY FEATURES Comprehensive, best-of-breed capabilities 100 percent thin client interface Intelligence across multiple

More information

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive

More information

Mothernode CRM ENTERPRISE (ERP) EDITION

Mothernode CRM ENTERPRISE (ERP) EDITION Mothernode CRM ENTERPRISE (ERP) EDITION Everything you need to run your business from sales to order fulfillment, inventory management to invoicing, and much more. Mothernode CRM The easiest way to run

More information

1. Global E Business and Collaboration. Lecture 2 TIM 50 Autumn 2012

1. Global E Business and Collaboration. Lecture 2 TIM 50 Autumn 2012 1. Global E Business and Collaboration Lecture 2 TIM 50 Autumn 2012 Objective of the Learning The Major Feature of Business Systems Performance of Business Organization Levels of Business management The

More information

ORACLE BUSINESS INTELLIGENCE SUITE ENTERPRISE EDITION PLUS

ORACLE BUSINESS INTELLIGENCE SUITE ENTERPRISE EDITION PLUS Oracle Fusion editions of Oracle's Hyperion performance management products are currently available only on Microsoft Windows server platforms. The following is intended to outline our general product

More information

On-Demand CRM Executive Brief Hitting Your Numbers

On-Demand CRM Executive Brief Hitting Your Numbers On-Demand CRM Executive Brief Hitting Your Numbers Creating Sales Excellence with On-Demand CRM www.tatacommunications.com/enterprise/saas/crm.asp You do not want to know how much we spent on salesforce.com

More information

ENGAGEMENT. Special Report ACCELERATION. Cool Tools & Wrap-Up Report INTELLIGENCE ANALYTICS WATCH LIST

ENGAGEMENT. Special Report ACCELERATION. Cool Tools & Wrap-Up Report INTELLIGENCE ANALYTICS WATCH LIST ENGAGEMENT Special Report ACCELERATION Cool Tools & Wrap-Up Report INTELLIGENCE ANALYTICS WATCH LIST Dreamforce 2014 Cool Tools & Wrap-up Report Special Report Salesforce s big news at this year s Dreamforce

More information

Oracle Business Intelligence Applications Overview. An Oracle White Paper March 2007

Oracle Business Intelligence Applications Overview. An Oracle White Paper March 2007 Oracle Business Intelligence Applications Overview An Oracle White Paper March 2007 Note: The following is intended to outline our general product direction. It is intended for information purposes only,

More information

RESEARCH NOTE CRM TECHNOLOGY VALUE MATRIX FIRST HALF 2012

RESEARCH NOTE CRM TECHNOLOGY VALUE MATRIX FIRST HALF 2012 RESEARCH NOTE CRM TECHNOLOGY VALUE MATRIX FIRST HALF 2012 THE BOTTOM LINE Many companies are evaluating additions, upgrades, and changes to their core CRM solutions because of the innovations vendors are

More information

www.channelmanagement.com

www.channelmanagement.com Exploiting the Benefits of Lead Referral Programs as a Profitable Marketing Tool WHITE PAPER Referral Programs are an increasingly popular resource for marketers to add new sources of revenue or to streamline

More information

Enhancing Productivity. Enabling Success. Sage CRM

Enhancing Productivity. Enabling Success. Sage CRM Enhancing Productivity. Enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM

Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM I White Paper Enhance Your Business Relationships With Accelerate Your Performance With True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell him a new product.

More information

CUSTOMER SERVICE: WHAT IF YOU COULD.

CUSTOMER SERVICE: WHAT IF YOU COULD. CUSTOMER SERVICE: WHAT IF YOU COULD. Bill Marshall, Director, Pegasystems 1 BILL MARSHALL HEALTHCARE PRINCIPAL PEGA HEALTHCARE What if you could Excel in the Customer Journey 3 Excel in the Customer Journey

More information

Your Complete CRM Handbook

Your Complete CRM Handbook Your Complete CRM Handbook Introduction Introduction Chapter 1: Signs You REALLY Need a CRM Chapter 2: How CRM Improves Productivity Chapter 3: How to Craft a CRM Strategy Chapter 4: Maximizing Your CRM

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Name of the system: Accura Supply Chain Name of the company offering it: Accura Software Link to website: http://www.accurasoft.

Name of the system: Accura Supply Chain Name of the company offering it: Accura Software Link to website: http://www.accurasoft. Seydi Abdishev, Activity #5, ID:100071130 1. Supply Chain Management Systems Name of the system: Accura Supply Chain Name of the company offering it: Accura Software Link to website: http://www.accurasoft.com/

More information

32 Benefits of Pipeliner CRM

32 Benefits of Pipeliner CRM SLIDE DECK: 32 Benefits of r CRM www.pipelinersales.com 32 Benefits of r CRM r originally was designed as a tool for sales empowerment. With its newest release r meets the highest requirements for enterprise

More information

S o c i a l B u s i n e s s F r a m e w o r k : U s i n g P e o p l e a s a P l a t f o r m t o E n a b l e T r a n s f o r m a t i o n

S o c i a l B u s i n e s s F r a m e w o r k : U s i n g P e o p l e a s a P l a t f o r m t o E n a b l e T r a n s f o r m a t i o n I N S I G H T S o c i a l B u s i n e s s F r a m e w o r k : U s i n g P e o p l e a s a P l a t f o r m t o E n a b l e T r a n s f o r m a t i o n Michael Fauscette Mary Wardley Erin Traudt I D C O

More information

4 ways to grow your small business with Salesforce CRM

4 ways to grow your small business with Salesforce CRM 4 ways to grow your small business with Salesforce CRM Contents Executive Summary... 2 Make everyone more productive... 2 Customize: Make Salesforce CRM work the way you do... 2 Organize: Centralize your

More information

Measuring the Effectiveness of Your Content Marketing

Measuring the Effectiveness of Your Content Marketing Measuring the Effectiveness of Your Content Marketing 1 Measuring the Effectiveness of Your Content Marketing A 5-Step Process to Prove Value and Grow Your Business Measuring the Effectiveness of Your

More information

Enhancing productivity. Enabling success. Sage CRM

Enhancing productivity. Enabling success. Sage CRM Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

CLARINS China commerce site adds to brand s momentum in China

CLARINS China commerce site adds to brand s momentum in China An RIS News Case Study CLARINS China commerce site adds to brand s momentum in China Business Best known for luxury skin care products, CLARINS sells cosmetics in every country around the world through

More information

SMART CRM Desk for Service Sector. Solution for Customer Relationship Mgmt (CRM) in Service Industry

SMART CRM Desk for Service Sector. Solution for Customer Relationship Mgmt (CRM) in Service Industry SMART CRM Desk for Service Sector Solution for Customer Relationship Mgmt (CRM) in Service Industry SMART CRM Desk for Service Sector A unique solution for the aftermarket warranty and service operations,

More information

TOP 10. Features Small and Medium Businesses

TOP 10. Features Small and Medium Businesses Introduction Once thought of as only relevant for enterprises, CRM technology is increasingly being used by small and medium businesses across industries. Even the smallest organizations recognize the

More information

WHITE PAPER BUSINESS. INTELLIGENCE for SMBs in 2020. Part 3: Implications of Emerging Technologies and Trends for BI

WHITE PAPER BUSINESS. INTELLIGENCE for SMBs in 2020. Part 3: Implications of Emerging Technologies and Trends for BI WHITE PAPER BUSINESS INTELLIGENCE for SMBs in 2020 Part 3: Implications of Emerging Technologies and Trends for BI Author: Gary Boddington, CEO Alchemex (Pty) Ltd Audience: This paper is intended for small

More information

Hyper-Personalization with MNO Subscriber Data

Hyper-Personalization with MNO Subscriber Data Hyper-Personalization with MNO Subscriber Data Approaches and Recent Trends Regarding the Use of MNO Data for Hyper-Personalization By Zach Cohen, Shahzad Zia and Carly Christian Private and public-sector

More information

FUJITSU Software Interstage Business Operations Platform: A Foundation for Smart Process Applications

FUJITSU Software Interstage Business Operations Platform: A Foundation for Smart Process Applications FUJITSU Software Interstage Business Operations Platform: A Foundation for Smart Process Applications Keith Swenson VP R&D, Chief Architect Fujitsu America, Inc. May 30, 2013 We are a software company

More information

Zoho CRM. Getting Started. Guidelines for Beginners

Zoho CRM. Getting Started. Guidelines for Beginners Zoho CRM Getting Started Guidelines for Beginners - 1 - Getting Started on Zoho CRM Welcome to Zoho CRM, an On-demand Customer Relationship Management (CRM) software for managing your customer relations

More information

4) CRM provides support for front-end customer facing functionality. Answer: TRUE Diff: 1 Page Ref: 334

4) CRM provides support for front-end customer facing functionality. Answer: TRUE Diff: 1 Page Ref: 334 Enterprise Systems for Management, 2e (Motiwalla/Thompson) Chapter 12 Customer Relationship Management 1) CRM implementations should be technology driven. Diff: 2 Page Ref: 333 2) CRM stands for "Customer

More information

Cablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics

Cablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics BUYER CASE STUDY Cablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics Dan Vesset Brian McDonough IDC OPINION Global Headquarters: 5 Speen Street Framingham, MA

More information

ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION

ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION For many insurance carriers, sales through indirect channels form the largest proportion of their business. However, most carriers do not

More information

Managing the Next Best Activity Decision

Managing the Next Best Activity Decision Managing the Next Best Activity Decision James Taylor CEO, Decision Management Solutions Treating customers right, every time More information at: www.decisionmanagementsolutions.com No matter what the

More information

Customer Relationship Management (CRM)

Customer Relationship Management (CRM) Customer Relationship Management (CRM) Dr A. Albadvi Asst. Prof. Of IT Tarbiat Modarres University Information Technology Engineering Dept. Affiliate of Sharif University of Technology School of Management

More information

Things you should be doing with Salesforce

Things you should be doing with Salesforce Things you should be doing with Salesforce Postcode Anywhere has teamed up with Salesforce experts, Westbrook, to put together top tips on how you can use Salesforce to its full potential. Introduction

More information

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems ACS-1803 Introduction to Information Systems Instructor: Kerry Augustine Enterprise Information Systems Lecture Outline 6 ACS-1803 Introduction to Information Systems Learning Objectives 1. Explain how

More information

Advice for social networks

Advice for social networks Theme: Future of Quality The National Agenda Outlines CRM PRACTICES IN ASIAN COUNTRIES PREM NARAYAN Group General Manager (P&Q) IRCTC Corporate Office Definition of CRM Era wise CRM Growth Global Scenario

More information

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS SAP Hybris Solution Overview: SAP Hybris Cloud for Customer ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS The Digital customer requires companies to be one step ahead of them, be better

More information

How Social CRM is changing the sales landscape

How Social CRM is changing the sales landscape Guide to CRM 2.0 How Social CRM is changing the sales landscape Sabine Kirchem Dusan Saric ec4u expert consulting ag Contents 1 Introduction... 3 2 What is Web 2.0?... 3 3 About Sales 2.0 and CRM 2.0...

More information

Targeted measurable marketing

Targeted measurable marketing Targeted measurable marketing Plan, execute, and measure your campaigns An invaluable tool for marketers, Sage CRM enables your marketing teams to plan, execute, and measure the success of every marketing

More information

NetSuite CRM+ Powerful CRM That Drives The Complete Customer Lifecycle. Why NetSuite CRM+? NETSUITE BENEFITS. Data Sheet

NetSuite CRM+ Powerful CRM That Drives The Complete Customer Lifecycle. Why NetSuite CRM+? NETSUITE BENEFITS. Data Sheet NetSuite CRM+ Powerful CRM That Drives The Complete Customer Lifecycle Data Sheet NETSUITE BENEFITS Benefits experienced by organizations using NetSuite CRM+ include 1 : Improve sales productivity by 15%

More information

LEAD NURTURING STRATEGY WHITE PAPER. November 2013

LEAD NURTURING STRATEGY WHITE PAPER. November 2013 LEAD NURTURING STRATEGY WHITE PAPER November 2013 TABLE OF CONTENTS 1. EXECUTIVE SUMMARY 2. INTRODUCTION 3. WHAT IS LEAD NURTURING? 4. OUTLINING AN EFFICIENT LEAD NURTURING STRATEGY 4.1. BUYER PERSONA

More information

Enhancing productivity, enabling. Success. Sage CRM

Enhancing productivity, enabling. Success. Sage CRM Enhancing productivity, enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

YOUR COMPLETE CRM HANDBOOK EVERYTHING YOU NEED TO KNOW TO GET STARTED WITH CRM

YOUR COMPLETE CRM HANDBOOK EVERYTHING YOU NEED TO KNOW TO GET STARTED WITH CRM YOUR COMPLETE CRM HANDBOOK EVERYTHING YOU NEED TO KNOW TO GET STARTED WITH CRM Introduction WHAT IS CRM? CRM is much more than a buzzy acronym that s been tossed around the business and sales world for

More information

Safe Harbor Statement

Safe Harbor Statement Safe Harbor Statement Statements in this presentation relating to Oracle's future plans, expectations, beliefs, intentions and prospects, are "forwardlooking statements" and are subject to material risks

More information

35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM

35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM 35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM Achieving Growth Targets 1. Managing Sales Goals Sales teams need to know how they re performing in comparison to their sales goals. Are

More information

Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management.

Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. September 2012 OptifiNow September 2012 Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead

More information

SAP CRM RAPID DEPLOYMENT SOLUTION. Package Overview

SAP CRM RAPID DEPLOYMENT SOLUTION. Package Overview SAP CRM RAPID DEPLOYMENT SOLUTION Package Overview Agenda About Acorel Introduction of Rapid deployment Solution RDS for SAP CRM Overview Solution RDS - Timeline Implementation Costs RDS - Summary 2 3

More information

Making Your Marketing Interactive

Making Your Marketing Interactive Making Your Marketing Interactive New Opportunities to Engage Customers with Live Chat Companies around the world are using live chat to boost online sales, reduce customer service costs and increase customer

More information

Four distribution strategies for extending ERP to boost business performance

Four distribution strategies for extending ERP to boost business performance Infor ERP Four distribution strategies for extending ERP to boost business performance How to evaluate your best options to fit today s market pressures Table of contents Executive summary... 3 Distribution

More information

Role-Based Solution Description

Role-Based Solution Description Role-Based Solution Description Role-Based Solution Description Sales Force Automation Business Intelligence Relationship Management & Core Components Marketing Customer Service C2CRM is a feature-rich,

More information

Analytical CRM Technology Options

Analytical CRM Technology Options EXTRAPRISE Company Services Alliances Case Studies Extraprise Report Analytical CRM Technology Options Volume 5 No. 4 Executive Summary We described the evolution of the customer relationship management

More information

Graduating CRM Beyond Pipeline Management CRM

Graduating CRM Beyond Pipeline Management CRM Graduating CRM Beyond Pipeline CRM Graduating CRM Beyond Pipeline Graduating CRM Beyond Pipeline So you ve got your CRM deployment running smoothly. Congrats to you! If you re like most of our customers,

More information

The table below shows the satisfaction and scale scores that determine vendor placement on the Grid.

The table below shows the satisfaction and scale scores that determine vendor placement on the Grid. Best CRM Products G2 Crowd rated these products highest based on reviews and data gathered by June 9, 2013: n Leaders: Salesforce.com and Microsoft Dynamics CRM n High Performers: Workbooks, SugarCRM,

More information

GOMEMBERS. GOMEMBERS OVERVIEW Membership driven solution to help you fulfill your mission. www.aptean.com

GOMEMBERS. GOMEMBERS OVERVIEW Membership driven solution to help you fulfill your mission. www.aptean.com GOMEMBERS association management system GOMEMBERS OVERVIEW Membership driven solution to help you fulfill your mission. brochure gomembers overview 2 MEMBERSHIP MANAGEMENT FINANCIAL MANAGEMENT ONLINE SOLUTIONS

More information

Second CRM ON Demand CRM Solution

Second CRM ON Demand CRM Solution Second CRM ON Demand CRM Solution Business Plan Presentation April, 2010 Agenda Second CRM On Demand CRM Solution Introduction Second CRM Business Plan SoftSolvers Technologies Q n A 2010 Soft Solvers

More information

Key Statistics via Research

Key Statistics via Research Salesforce Marketing Cloud Sales Competition Purdue Center for Professional Selling Tangerine Computers Inc. is a privately owned multinational computer technology company based in Citrus Grove, Florida,

More information

Focused Sales Management

Focused Sales Management Focused Sales Management Make the most of every sales opportunity. directs your sales efforts towards the most profitable, most winnable deals, and helps you make the most of cross-selling and upselling

More information

C A S E S T UDY The Path Toward Pervasive Business Intelligence at an Asian Telecommunication Services Provider

C A S E S T UDY The Path Toward Pervasive Business Intelligence at an Asian Telecommunication Services Provider C A S E S T UDY The Path Toward Pervasive Business Intelligence at an Asian Telecommunication Services Provider Sponsored by: Tata Consultancy Services November 2008 SUMMARY Global Headquarters: 5 Speen

More information

The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer

The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer Paper 3353-2015 The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer ABSTRACT Pallavi Tyagi, Jack Miller and Navneet Tuteja, Slalom Consulting. Building

More information

when it comes. Benjamin Disraeli to be ready for opportunity The secret of success is What is CRM? Why CRM? About Agiline CRM

when it comes. Benjamin Disraeli to be ready for opportunity The secret of success is What is CRM? Why CRM? About Agiline CRM What is CRM? Customer Relationship Management (CRM) is a strategy and a corporate philosophy that puts the customer at the center of business operations so as to increase profits by improving customer

More information

Customer Relationship Management (CRM) Rob Lepanto, AppCentric

Customer Relationship Management (CRM) Rob Lepanto, AppCentric Customer Relationship Management (CRM) Rob Lepanto, AppCentric About the Presenter Rob Lepanto has been working with the Oracle Apps for over 10 years, with a focus on customer-facing applications. Rob

More information

CRM for Real Estate Part 1: Why CRM?

CRM for Real Estate Part 1: Why CRM? CRM for Real Estate Anne Taylor Contents Introduction... 1 Typical Challenges for Real Estate... 2 How CRM can Help... 3 Conclusion... 6 Introduction Some Real Estate organizations are still asking why

More information

Sage CRM. Communicate, Collaborate, Compete with Sage CRM

Sage CRM. Communicate, Collaborate, Compete with Sage CRM Sage CRM Communicate, Collaborate, Compete with Sage CRM FEATURES AT-A-GLANCE FOR ALL USERS Easy to use with fresh look and feel Fully customisable interactive dashboard End-user personalisation of interface

More information

Avangate Subscription Billing

Avangate Subscription Billing Launch Products. Retain and Service Your Customers. Generate Recurring Revenues Across Any Channel. Accelerate Customer Insight. Software as a Service (SaaS) is quickly becoming the preferred mode of delivery

More information

Lead Management CRM Marketing Automation Powerful. Affordable. Intuitive. gold-vision

Lead Management CRM Marketing Automation Powerful. Affordable. Intuitive. gold-vision Unify your communications with Gold-Vision, a fully featured CRM solution with customer Contact, Sales, Marketing, Projects and Events. Gold-Vision stands out from the crowd with interactive dashboard

More information

Second CRM CRM Solution for Small Companies

Second CRM CRM Solution for Small Companies Second CRM CRM Solution for Small Companies Technologize Your Business TM Introductory Presentation June 2010 Agenda Second CRM On Demand CRM Solution Introduction Second CRM Features Pricing, Implementation

More information

Case Study: The Hong Kong and China Gas Co. Ltd. (Towngas) Optimizes Customer Care and Field Service Operations by Leveraging CRM Technology

Case Study: The Hong Kong and China Gas Co. Ltd. (Towngas) Optimizes Customer Care and Field Service Operations by Leveraging CRM Technology Case Study: The Hong Kong and China Gas Co. Ltd. (Towngas) Optimizes Customer Care and Field Service Operations by Leveraging CRM Technology Tony Yeung Head of Information Technology, Towngas Eric Thierry

More information

Technologize Your Business

Technologize Your Business Technologize Your Business Second CRM On Demand Customer Relationships September, 2011 Problem How to Raise the Game? Malaysian Market is small, export is the key growth driver, but barring the top companies,

More information

Selecting the Right Social Media Monitoring Tools!

Selecting the Right Social Media Monitoring Tools! Selecting the Right Social Media Monitoring Tools! Exposing the real weaknesses and strengths of web and enterprise technology products Jarrod Gingras Analyst / Director of Advisory Services Real Story

More information

Integrating the social media channel enables CRM to paint a more complete picture of the customer. by Bill Tobey

Integrating the social media channel enables CRM to paint a more complete picture of the customer. by Bill Tobey Expand the Spectru Integrating the social media channel enables CRM to paint a more complete picture of the customer. by Bill Tobey The emergence of social media is changing the way many consumers learn

More information

ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS

ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS Maximizer CRM is a completely integrated sales, marketing and customer service and support management solution that enables you to attract prospects,

More information

Marketing technology self assessment

Marketing technology self assessment Marketing technology self assessment This checklist is intended to help stimulate ideas. It may help you see where you are and where you want to be in using marketing tools. Review each area, looking at

More information

Enterprise Information Systems

Enterprise Information Systems Enterprise Information Systems Dr Sherif Kamel Department of Management School of Business, Economics and Communication Enterprise Information Systems DSS to provide enterprise-wide support Support to

More information

edynamic edynamic Customer Relationship Management Capabilities www.edynamic.net

edynamic edynamic Customer Relationship Management Capabilities www.edynamic.net Customer Relationship Management Capabilities Blending Creativity and Technology to Deliver Better Business Solutions New York. Portland. Toronto. Dubai. New Delhi Introduction to About : ( ) is a Global

More information

EVOLVE Customer Relationship Management

EVOLVE Customer Relationship Management EVOLVE Customer Relationship Management With EVOLVE CRM, optimize your sales resources, reduce administrative costs and achieve constistent customer-oriented busieness process Organization and deliver

More information

4How Marketing Leaders Can Take Control of Data for Better

4How Marketing Leaders Can Take Control of Data for Better Steps to Achieve Better Marketing Results 4How Marketing Leaders Can Take Control of Data for Better Marketing Performance and Customer Interactions As a marketing leader, you rely heavily on data to inform

More information

PUTTING THE i IN CRM. Series 1: The Impact to the Sales Team. ebook

PUTTING THE i IN CRM. Series 1: The Impact to the Sales Team. ebook PUTTING THE i IN CRM Series 1: The Impact to the Sales Team. ebook Table of Contents Section I Empowering the Individual 3 Section II Management Benefits 6 of Individualized CRM Section III Expanding your

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

CRM: Retaining Your Customers: Preventing Your Competitors

CRM: Retaining Your Customers: Preventing Your Competitors CRM: Retaining Your Customers: Preventing Your Competitors Krittapon Victor Indarakris Founder & CEO Blue Intelligence (Thailand) Co., Ltd. October 30, 2007 Microsoft CRM October 30 th, 2007 1 Core Microsoft

More information

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management SYLLABUS B.B.A. V SEM Subject Customer Relationship Management UNIT I Introduction to CRM: Definition and concepts of CRM, Components of CRM, Understanding the goal of CRM and Customer Touch Points. UNIT

More information

GenOmega Achieving the Genesis and Omega

GenOmega Achieving the Genesis and Omega GenOmega Achieving the Genesis and Omega Collaborative s GenOmega Digital White Paper Prepared by Dave Guertin GenOmega Partners Date 30 March 2001 Table of Contents Executive Summary...3 What are Collaborative

More information