The Basics Of CRM

A brief introduction to
Customer Relationship
Management
 What is CRM ?
CRM (Customer Relationship
Management) are the concepts used
by organizations to manage their
relationships with customers. This
includes
• Capturing Leads
• Storage and analysis of the
customers, vendors and partners
• Internal information (organizational)
 CRM Ecosystem
Coined in by META group CRM
has 3 aspects

• Operational
• Collaborative
• Analytical
 Operational Aspect
Operational aspect of CRM is
automation to Customer’s processes
including front office sales / service and
marketing representative.
Any customer interaction is recorded by
CRM, so that any one can retrieve the
customer information at anytime
without having to interfere about
interaction history
 Collaborative Aspect
Direct interaction with
customers without
interference of sales
representative. Cost reduction
and better customer services
through automated voice
response, email feedbacks,
SMS, IVR etc.
 Analytical Aspect
Analysis of Customer Data for
purposes like optimizing
marketing effectiveness,
customer retention,
behavioral analysis, decision
making
 Key Features of CRM
A Typical CRM consists of 3
Sub Modules:
• Marketing
• Sales
• Services
 Key Features of CRM
A Typical CRM consists of 3
Sub Modules:
Marketing, Sales And Services
 Main Share in Market
According to Gartner a 2005
study shows earnings like
• SAP – 1475 million US$
• Siebel – 966 million US$
• Oracle – 368 million US$
• Salesforce – 281 million US$
• amdocs – 276 million US$
• Others – 2,333 million US$
 CRM Now
With increasing popularity of Open
Source vendors have started openly
marketing CRM. Some Open source
CRM’s to note are:
• Sugar CRM http://www.sugarcrm.com/crm/
• XRMS http://xrms.sourceforge.net/pagebuilder.php?s1=18
• Vtiger http://www.vtiger.com
• OpenCRX http://www.opencrx.org/
Top CRM Companies
Siebel, Amdocs,
PeopleSoft, Oracle, SAP,
EDS, Avaya, Baan, Aspect,
E.piphany, Pivotal, Kana,
eGain, Primus, Quintus,
Trilogy, Motive, Brightware,
Annuncio
 At The End
Choosing the right CRM helps Client
interaction and understanding
efficient initiating process of better
service and customer retention.

Thanks
Amal Krishna Biswas

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