sap customer relationship management(crm)online training

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Customer Relationship Management
Online classroom Corporate Training
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Contents
Customer Relationship Management

• Introduction
• Why need CRM
• Goals of CRM
• Types of CRM
• Implementation Type of CRM
• Web Based CRM
• Benefits of CRM
• Cost Calculations
• QA
• Thank you !!!
• Appendix A - Market Capitalization
• Appendix B CRM Definition

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Introduction
Customer Relationship Management

• Customer Relationship Management (CRM) is the
  term given to the concepts that a company employs
  to manage its relationship with their customer.

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Why Need CRM
Customer Relationship Management

• Every company do CRM one way or other.
• Few Facts why need CRM

Not a single point of contact
Communication Gap
Getting a new customer cost 5 times then
retaining existing customer
1 increase in sale with existing customer will
boost profit by 17 while 3 in other case
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Goals of CRM

• The idea behind CRM to gain insight into the
  behavior of customers and the values of those
  customers. If it works as hoped then business
  can -

Provide better customer services
Make call center more efficient
Cross sell product more effectively
Helps sales staff close deals faster
Simplify marketing sales process
Discover new customers
Increase customer revenue
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Types of CRM

• Operational CRM which provides support to front
  office, business processes including sales,
  marketing and service. Operational CRM processes
  customer data for a variety of purposes
• Managing campaigns
• Enterprise Marketing Automation
• Sales Force Automation
• Sales Management System
• Analytical CRM which analyses the customer data
  for various purposes such as design and execution
  of targeted marketing campaigns to optimize
  marketing effectiveness, design and execution of
  specific customer campaign, analysis of customer
  behavior to aid product and service decision
  making, management decision, prediction of
  probability of customer defection.

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Types of CRM

• Consumer Relationship CRM covers aspects of a
  company's dealing with customers handled by the
  Consumer Affairs and Customer Relations contact
  centers within a company. Representatives handle
  in-bound contact from anonymous consumers and
  customers.
• Sales Intelligence CRM is similar to Analytical
  CRM, but is intended as a more direct sales tool.
  Features include alerts sent to sales staff
  regarding
• Cross-selling/Up-selling/Switch-selling
  opportunities
• Customer Drift
• Sales performance
• Customer trends
• Customer margins
• Customer alignment

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Types of CRM

• Collaborative CRM covers aspects of a company's
  dealings with customers that are handled by
  various departments within a company, such as
  sales, technical support and marketing.
  Collaborative CRM's ultimate goal is to use
  information collected by all departments to
  improve the quality of services provided by the
  company.
• Campaign Management combines elements of
  Operational and Analytical CRM. Campaign
  management functions include
• Target groups formed from the client base
  according to selected criteria
• Sending campaign-related material (e.g. on
  special offers) to selected recipients using
  various channels (e.g. e-mail, telephone, SMS,
  post)
• Tracking, storing, and analyzing campaign
  statistics, including tracking responses and
  analyzing trends

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Implementation type of CRM

• Two Category to implement CRM

REMOTELY HOSTED - Smooth running Free
upgrade Secure Application Continuous
Support Possible misuse of
data
LOCALLY HOSTED - Complete Control Customize in
our own way Technical
Support Security concerns Problemati
c upgrade
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Web Based CRM

• Web based CRM are different from traditional CRM
  in look and feel.
• Benefits -
• Low implementation Cost
• Rapid Development
• Accessibility
• Instant Information Sharing
• Light Weight
• Features -
• Power Dialing
• Voice Messaging
• Fax / email Customization

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Benefits of CRM
Growth
Vision
Improve Sales Service
Profit
improved customer satisfaction

• Increate
• the
• number of
• opportunity

• Expand
• the market
• attract
• new
• partners
• Develop
• additional
• streams of
• revenue

• Single
• Point
• communi-
• cation
• With
• Customer
• Email
• Marketing
• Reporting

• Long term
• profitability
• Sustainable
• Income

• By
• knowing
• what
• customer
• demands
• Customize
• Knowledge
• base

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Cost Calculations

• CRM Cost Includes -
• Hardware Cost
• Software Cost
• Professional Services

Approx Cost - 0.5 M or 2.5 Cr Rs
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QA
Customer Relationship Management
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Thank you !!
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Appendix A Market Capitalization
Vendor Share
Oracle 16.3
SAP 25.3
Salesforce 8.3
Amdocs 5.2
Microsoft 4.1
Others.. 40.6
Data as per year 2006-07
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Appendix B CRM Definition

• CRM is an IT-enabled business strategy, the
  outcomes of which optimize profitability, revenue
  and customer satisfaction by organizing around
  customer segments, fostering customer-satisfying
  behaviors and implementing customer-centric
  processes. - Gartner Group
• CRM is a business strategy to select and manage
  customers to optimize long term value
  CRMGuru.Com
• "CRM is an enterprise wide mindset, mantra and
  set of business processes and policies that are
  designed to acquire, retain and service
  customers. - Scott Fletcher, VP, i2.

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Customer Relationship Management
1. Interactive Learning at Learners
convenience2. Industry Savvy Trainers3. Learn
Right from Your Place4. Customized Curriculum5.
24/7 system access6. Highly Affordable
Courses7. Support after Traininga. Resume
Preparationb. Certification Guidancec.
Interview assistance
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Customer Relationship Management
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