CUSTOMER RELATIONSHIP MANAGEMENT CRM

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CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

• MCS Electronics Co.,Ltd

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Introduction

• CRM is a combination of People, Processes and
  Technology
• It is a comprehensive approach which provides
  seamless integration of every area of business
  that touches the customer- namely marketing,
  sales, customer services, support through the
  integration of people, process and technology

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of CRM How CRM worksCRM marketMicrosoft CRMCRM
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CRM suites
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CRMCRM in MCSE

• Enterprise CRM suites (Large)
• Midmarket CRM suites (SMB)
• CRM specialty tools (SFA)

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What is CRM?
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Why CRM matters

• To automate inefficient and expensive work
  processes
• To build new customer-centric business strategy
• A streamlined strategy that connects all
  customer-facing processes and activities can help
  keep customer relationships at a desired level
• To challenge customers usage of internet

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Benefits of CRM

• CRM
• Data-driven organisations enables to gain
  competitive advantage over competitors that
  supply similar products or services
• Reduces costs, provides efficient operation
• Increases customer satisfaction

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Benefits of CRM

• Ensures that the focus of the organisation is
  external
• Makes growth in numbers of customers
• Maximizes opportunities
• Bulk of source information of market, competitor,
  
• Causes long term profitability and sustainability

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How CRM works
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CRM market

• Forrester research shows
• CRM worldwide revenues reached 8.4 billion
• By 2010 revenue growth will be 10.9 billion

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CRM market

• AMR research shows
• 2004 total SMB IT worldwide spend amount was
  200b
• 2008 SMB IT spent will be 1.1T

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CRM application vendors
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CRM vendors ranking by CRI
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The customer respect group reasearch 2006.
Customer respect index - CRI
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CRM usage
IntroductionWhat is CRMWhy CRM mattersBenefits
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The SMB Market enterprise applications, Oct 2004
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Microsoft CRM

• One of the leading system in SMB CRM suites.
• Last version MS CRM 3.0 released in Dec 2005
• Has over 5,500 customers
• Has over 150,000 users
• Has over 1,500 partners
• Full suite of marketing, sales, and service
• Native Office experience (MS Outlook, MS Word
  etc)
• Web services architecture
• Easily adapts to each companys needs
• Mobile compatibility
• Available in 22 languages

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Microsoft Dynamics CRM application
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MS CRM Solution Architecture
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Microsoft Dynamics CRM advantages
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MS CRM customers, including
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CRM in MCSE

• The research work of CRM system implementing in
  MCS Electronics started in Jan 2006
• Developed data synchronizing tools for
  integration of CRM and Accounting systems
• Established lots of customization for the
  organization framework, business processes

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CRM in MCSE

• MCSE chose Microsoft system for the following
  reasons
• Integrates well with other applications,
  particularly Office System, through Web services
  and XML
• Has easy customizable infrastructure and tools
• Web-based
• Has mobile compatibility
• Build on new .NET based platform
• Service Scheduling Dispatch
• SQL Server Reporting Services
• SharePoint Integration
• Offline data filtering

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Outcome of the system

• Complete unified customer information
• Synchronizing data with accounting system
• Good evaluation system of the employees
• Improved lead management system
• Flow of contract information system
• Improved work planning
• Increased information for the sales analysis
• Direct marketing

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CRM in MCSE

• DEMO

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• Answers Questions