y y y y y

CRM is a concept CRM is acronym of Customer Relationship Management Which helps the management or companies to understand a customer in 360 degrees So that it helps the management to increase the satisfaction levels of the customer by meeting customer e xpectations. With this retaining the existing customers becomes easy for the companies as well as attracting new customers.

It's an overall strategy to help you learn more about your customers and their behavior so you can develop stronger, lasting relationships that will benefit both you and your customers. Project,product: software project is based on single client request and it can give solution for one particular problem existing on one particular company. Product is generic for any or relevant client request and it can solution for the problem exists in the industry, can be customized to any company.

A CRM system may be chosen because it is thought to provide the following advantages:
y y y y y

Quality and efficiency Decrease in overall costs Decision support Enterprise agility Customer Attention

CRM software has been designed to help businesses benefit from their customer relationships

What is CRM?
CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.

CRM Software
Sales Force Automation

y y

Contact Lead leads. Also helps understand and improve conversion rates.

management management

Contact management software stores, tracks and manages contacts, leads of an enterprise. Enterprise Lead management software enables an organization to manage, track and forecast sales

eCRM or Web based CRM

y Self Service CRM

Self service CRM (eCRM) software Enables web based customer interaction, automation of email, call logs, web site analytics, campaign management. y Survey understand customer preferences. Management Software Survey Software automates an enterprise's Electronic Surveys, Polls, Questionnaires and enables

Customer Service
y y Call Center Software Help Desk Software

Partner Relationship Management

y Contract contracts, Example: Upside Software, Accruent Software, diCarta, I-Many. y Distribution management Software Management Software agreements.

Contract Management Software enables an enterprise to create, track and manage partnerships,

Using CRM, a business can:

y y y y y y y Provide better customer service Increase customer revenues Discover new customers Cross sell/Up Sell products more effectively Help sales staff close deals faster Make call centers more efficient Simplify marketing and sales processes

The advantages can be summarized according to the Feature

Marketing

y y y y y

Make intelligent business decisions with enhanced customer insights Increase marketing velocity and speed to market Maximize visibility into and control of your entire marketing process Drive customer demand Increase returns on your marketing investments

Sales
y y y y y y y y y Grow profitable relationships Maintain focus on productive activity Eliminate barriers to productivity Improve sales efficiency Service Transform service into a profitable line of business Increase customer loyalty Drive revenue Reduce costs of customer service and field service Decrease service giveaways

Web channel enablement

y y y y y Drive revenue and extend market reach Increase customer convenience and satisfaction Reduce the cost of sales and support Build lasting customer loyalty Improve sales and service profitability

Running an interaction center

y y y y Increase customer satisfaction Improve credibility with your customers Increase revenue and productivity Manage the customer interaction life cycle

Partner channel management

y y y y Boost revenue through channel collaboration Reduce indirect channel support costs Increase partner satisfaction and ease of doing business Maximize value to your customers by enabling your partners

The types of data CRM projects collect

y y y y y y y y

Responses to campaigns Shipping and fulfillment dates Sales and purchase data Account information Web registration data Service and support records Demographic data Web sales data y y

Marketing
CRM aligns marketing processes and drive customer demand using functionality to enhance management of marketing resources, segments and lists, campaigns, leads, trade promotions, and marketing analytics.

y y

Sales
CRM enables you to acquire, grow, and retain profitable relationships with functionality for sales planning and forecasting and the management of territories, accounts, contacts, activities, opportunities, quotations, orders, product configuration, pricing, billing, and contracts.

y y

Service
CRM can drive service revenue and profitability with support for service sales and marketing. More effectively manage service orders, contracts, complaints and returns, in-house and depot repairs, warranties, resource planning, e-service, and service analytics. Functionality to support call centers, field service, and e-service provides flexible delivery options.

y y

Partner channel management

With CRM you can attain a more profitable and loyal indirect channel by managing partner relationships and empowering channel partners. Improve processes for partner recruitment and management, communications, channel marketing and forecasting, collaborative selling, partner order management, channel service, and analytics for partners and channel managers.

y y

Running an interaction center

Customer interaction centers are places where you meet your customer face to face. With CRM, you can maximize customer loyalty, cut costs, and boost revenue by transforming your interaction center into a strategic delivery channel for marketing, sales, and service efforts across all touch points. Effectively handle activities such as telemarketing, telesales, customer service, human resources, IT support, and interaction center management.

y y

Web channel enablement

Increase sales and reduce transaction costs by turning the Internet into a valuable sales, marketing, and service channel for businesses and consumers. Increase profitability and reach new markets with a fully integrated Web channel, including support for e-marketing, e-commerce, e-service, and Web channel analytics.

y y

Business communications management

Manage inbound and outbound contacts across multiple locations and channels. Integrate multichannel communications with customer-facing business processes to provide customers and partners with seamless, consistent experiences across all channels, including voice, text messaging, the Web, and e-mail.

y y

Real-time offer management

Turn all customer interactions into opportunities to build customer relationships and generate revenue. Plan, develop, and execute cross-selling, up-selling, and retention offers; service-level agreements; and more. Take appropriate subsequent actions to enhance customer relationships and ensure relevant and personalized customer interactions.

y y

Trade promotion management

CRM will boost a company's brand presence and profits with visibility into and control of all trade related processes. Increase accounting accuracy of trade and financial results with back-office integration. Gain key business insights to help you optimize trade activities. Increase your trade promotion success with analytics and enhanced management of trade funds, promotions, claims, and retail execution.

V-Model

y y y y

y y y

Unit and Integration are separate and linear phases, so testing starts after development is completed Generally the Unit testing is white box and done by software developers Test scenarios are prepared for different tests using different SDLC documentation. E.g. system design is prepared using functional and technical design doc Testing starts early, but Identification of defects is delayed and fixing is more expensive e.g. since UAT is based on requirement doc and that is done in the end any defects found/fixed during UAT is expensive, this is universally agreed as defects found in later phase of development cycle are more expensive to fix. Since the application is ready and documents are generally updated, comparatively domain knowledge is not required For COTS(Commercial off the shelf) software the documents as per v-model is not available , hence may not be able to follow procedures of the model. V-model discourages active user involvement in evaluating the design, and especially the interface, before the formal user acceptance testing stage

Agile Model

y y y

Unit and Integration is run in parallel to development Unit testing is mostly black box and done by testers Test Scenarios/test cases are prepared upfront from all SDLC documentation and tested in all cycles(SIT, UAT)

y y y

Regression testing takes place in each cycle. Testing starts as early as practical and proceeds continuously throughout the lifecycle , defects are detected early Agile testing needs domain knowledge as the test is done before and while the application development in progress

Siebel is a prominent vendor of interoperable e-business software. They also call themselves Siebel Systems. The company's customer relationship management (CRM), enterprise resource management (ERM), and partner relationship management (PRM) applications are designed to automate those aspects of business and allow an enterprise to perform and coordinate associated
Learn More
y

SaaS vendors

tasks over the Internet and through other channels, such as retail or call center networks. Siebel's customers include Chase Manhattan Bank, Deutsche Telecom, IBM, Lucent, Yahoo, and Microsoft. CEO Thomas M. Siebel founded the company in 1993 in San Mateo, California. Frequently cited as an industry expert, Siebel is the author of Cyber Rules, Taking Care of Business, and Virtual Selling. According to Siebel, the advent of Web services has led to an increasing switch to what he calls business process computing, in which interconnected applications support all of an enterprise's processes. In an article in InformationWeek, Siebel said that interoperable e-business software can drastically improve the efficiency of business processes. Citing an insurance industry example, Siebel said such applications would allow a customer request for a new policy to be processed in real time during a single interaction, rather than the several days that the transaction typically requires.