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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.
b) CRM
Whether the customers are current / potential / selected CRM is about acquiring, retaining, partnering, personalizing relationships with them. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of these customers.
Aim of CRM :
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.
CRM represents an enterprise business strategy that involvs focusing knowlege, business process, and organizational structure around customers
In a customer focused company, the information flow and the ability to access information is very different:
Industrial Revolution: This is what I make, wont you please buy it? Customer Revolution: This is what I need, Cant you please make it.
Companies have to turn from a make and sell philosophy to sense and respond philosophy.
CRM - Vendors
Oracle Siebel SAP
Microsoft Dynamix
Onyx Sugar CRM (Open Source)
The market grew by 12.5 percent in 2008, from revenue of $8.13 billion in 2007 to $9.15 billion in 2008. The following table lists the top vendors in 2006-2008 (figures in millions of US dollars) published in Gartner studies.
Vendor
2008 Share (%) 22.5 (-2.8) 16.1 10.6 6.4 4.9 39.6 100
2007 Share (%) 25.3 16.3 8.3 4.1 5.2 40.6 100
2006 Share (%) 26.6 15.5 6.9 2.7 5.6 43.7 100
SAP
Oracle Salesforce.com Microsoft Amdocs
Others
Total
CRM Oracle-Siebel
With the acquisition of Siebels Leading CRM Solutions, Oracle now offers a complete, complementary, world-class set of customer-centric applications.
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
Oracle-Siebel CRM
Types of Siebel applications:
Employee application
Customer application
Partner application
Catalog
Shopping Cart
opportunities
Siebel Architecture
Idea Cellular Limited in association with oracle has planned to implement the Siebel CRM application across the country in order to provide end-toend solutions to his users.
This interface is being used by Aviva's insurance agents who log on to this portal from anywhere (home PC, cybercafe, etc). Operations performed by agents through the portal are restricted to operational sales details and viewing a few key reports that give them an indication of their performance. Data updated by agents goes to the central Talisma CRM data repository. This simplifies and smoothens the monitoring of Aviva's dispersed sales operations.
Solution:
Dell Harnesses the Power of Salesforce CRM and the Force.com Platform to Drive Innovation and Success. Salesforce CRM Partner Networks helps them work more closely with their partners and keep them from unintentionally competing with each other.
Dell selected Salesforce CRM for its ease of use, flexibility, and the ability to deploy worldwide. The company rolled out Salesforce CRM to 4,000 users in 12 weeks in the United States with help from Salesforce.com Consulting. This is now 15,000 users over 18 months globally.
Bibiliography
CRM:
http://www.exforsys.com/tutorials/crm.html
http://h20338.www2.hp.com/enterprise/downloads/CRMArchitecture_Whitepaper_HPC. pdf
Siebel:
Aviva :
www.expresscomputeronline.com