1 Table of Content
1. What is Customer relationship management (CRM).
(a) Explanation of CRM
(b) Example of CRM
(c) Briefing about big companies using CRM
2. How sales force has emerged leader in Market / Time line of sales force.
3. Your business!My Solutions.
4. Strategies to increase SLA via CRM.
5. Types of Clouds and industry domains benefited and will benefit.
6. As a manager, What am I suppose to be prepared with.
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2 What is CRM
Customer relationship management (CRM) is the pillar of management of relation- ship with the customer. Businesses depends on the customer and sales so it is better to say that customer relation ship directly affect the sales. Relationship with cus- tomer is a important aspect of business. CRM is like as the strategies and technolo- gies which a organization use to maintain the good relationship with the customer. Main goal of CRM is the improving customer service relationships, growth in sales and customer retention and driving. CRM systems can also give customer-facing staff detailed information on customers’ personal information, purchase history, buying preferences and concerns. To understand the CRM we have give you a example: from White paper to MS Excel and from scribbling paper to Notepads, there were and are many ways today, business store the data of their client and consumers. Today data is being used as an accurate dimension to categorize the prospects, leads and Consumers. To build up a good Sales funnel, there are certainly other streams to work on for a good conversion with your current lead and consumer.
Data is Good, but it does not guarantee the good decisions
There are several types of CRM, namely as: Strategic, Operational, Analytical, Collaborative and Customer data platform. We are giving a graphical representation of CRM to illustrate and understand the working of CRM. A business owner would have a number of ideas to makes things simple, reliable and profitable. In the past, anything was not easy in thinking to put it on the table until Information Technology hit the radar and changed the way business is done today. Today, Giant companies like Amazon to Facebook or Google to Apple and list goes on.. They have the data of a person, more than a person himself. Well, to convert the Data to the business there lies the work-flows and Crawl-Walk-Runs. This is where the management is very important and vital. The Infusion of technology on to several small groups in giant companies always proved to be positive. Each group sets their own methodology to accommodate the appropriate tools to help them to work with the data.Presently, CRM is viewed as a standout amongst the most significant focuses in about 60% of the tasks far and wide. Extraordinary development in
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Figure 1: CRM
innovation helped in better isolating of the market domains, upgrading interchanges with clients, furnishing a domain rich with data in order to contribute in improving proficient techniques to manage consumers. Dr. Hisham Sayed Soliman has given the view and written below
”Customer Relationship Management and Its Relationship to the Marketing Performance”
Less than 40 per cent of companies use CRM software. When it is used, the software is more commonly deployed for customer retention and customer development pur- poses. It is less extensively used to support customer acquisition, but when this does happen it results in more cost-effective marketing campaigns. Companies that do em- ploy CRM software are generally satisfied with their return on investment (ROI) from the software. The utilization of information technology (IT) is a distinctive charac- teristic of CRM, especially in its operational and analytical forms. Operational CRM depends on Software to automate selling, marketing, and administration forms. Op- erational applications, campaign management, event-based marketing, opportunity management, product configuration, and contact management solutions The CRM’s
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ability to have analystics within the software enables the prospect’s only required approach . As a company can evaluate according to the data on ’what should we offer this consumer next?’, ’what is this current proscpect’s inclination to become a lead?’ or ’by what means can our clients be segmented for campaigning purposes?’ when all is said in done, CRM software applications help organizations deal with their client connections all the more productively and viably. Here we have note down some references, readers may refer to these references for CRM.
References:
1. ”Management Tools - Customer Relationship Management - Bain and Com-
pany”. www.bain.com. Retrieved 23 November 2015.
2. ”How Context Sits at Intersection of CRM, ACD”. Retrieved 8 June 2017.
3. ”History of CRM Software”. comparecamp.com. Retrieved 8 February 2017.
4. Lakshman Jha (2008). Customer Relationship Management: A Strategic Ap-
proach. ISBN 9788190721127. Retrieved 8 June 2017.
5. ”Industry Specific/Vertical Market CRM Solutions”. smallbizcrm.com. Re-
trieved 8 February 2017.
6. ”Types of CRM and Examples — CRM Software”. www.crmsoftware.com.
Retrieved 22 November 2015.
7. Buttle, Francis (2003). Customer relationship management. London: Rout-
ledge. ISBN 9781136412578.
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3 How sales force has emerged leader in Market
/ Time line of sales force.
In today’s era, it is not an easy task to survive in this competitive market and growth the business whereas there are many organization exits in market before your rise. Customer Relationship Management (CRM) solutions were done the solutions of customers on a companys own server. Imagine the cost and time which took for companies to have their own CRM solutions. In other words, we can say that it may take months or even years to set it up and the cost went up to millions of dollars. Even after setting up, they were extremely hard to use. What would be a feasible solution to this? I am sure you guessed it building an affordable CRM software and delivering it entirely online as a service. This was the main idea behind Salesforce. Started as a Software as a Service (SaaS) company, Salesforce has grown into the fifth-largest software company in the world. In the first chapter we discussed the techniques CRM which is the sequence (or series) of strategies which are helpful to grow your market or business. Hence earlier, we discussed how rise in the compe- tition in the cloud space has impacted Salesforce (CRM). However, there are still a couple of areas in the cloud where Salesforce is a leader. Salesforce.com, Inc. (usually abbreviated as SF or SFDC for Salesforce dot com) which is based on an American cloud-based software company head quartered in San Francisco, California. Most of revenue of this company comes from customer-relationship management (CRM) service.It focus on various aspect of business such as customer service, marketing automation, analytics and application development. Company sells various type of products and name of products are:
1. Sales Cloud
2. Service Cloud
3. Platform
4. Marketing Cloud
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5. Commerce Cloud
6. Community Cloud
Primary motive of the Salesforce is to offer the enterprise the Salesforce platform. It is an interface between the case management and task management, and a system for automatically routing and escalating important events. The Salesforce customer portal provides customers the ability to track their own cases, includes a social net- working plug-in that enables the user to join the conversation about their company on social networking Web sites, provides analytical tools and other services including email alert, Google search, and access to customers’ entitlement and contracts. In recent time March 2017, Salesforce has announced that its Commerce Cloud was named a leader by Forrester Researchs The Forrester Wave report. Salesforce Com- merce Cloud is now known as Commerce Cloud Einstein. It received the highest possible score for market presence.
Figure 2: Salesforce
Statistics also support the Salesforces, As of May 2016, Salesforce has had over 150,000 customers across the world. In the world of CRM, Salesforce dominates with a 19.7 percent market share. Its closest competitors SAP (12.1percent), Oracle (9.1percent) and Microsoft (6.2percent) are far behind. The Salesforce AppExchange
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features over 2,700 applications which has driven a total of over 3 million installa- tions and more than 70 percent of Salesforce customers use applications that are listed on the AppExchange. Today, many companies are developing their applica- tions on Salesforce platform or are migrating to Salesforce. This has increased the demand for Salesforce developers and administrators. Currently, Salesforce Architect is one of the hottest skills to have on a tech resume.
References:
1. 100 Best Companies to Work For”. Fortune.com. 2018. Retrieved May 7,
2018.
2. Babcock, Charles (December 29, 2009). ”Salesforce.com’s Wizard Was Parker
Harris and Team”. InformationWeek. Retrieved November 1, 2015.
3. Benioff, Mark (2009). Behind the Cloud: The Untold Story of How Sales- force.com Went from Idea to Billion-Dollar Companyand Revolutionized an Industry. Jossey-Bass. p. 7. ISBN 978-0470521168.
4. Gerholdt, Mike (October 17, 2013). ”Parker Harris on Co-Founding Sales- force.com”. ButtonClick Admin. Salesforce.com. Retrieved November 1, 2015.
5. Fagan, Laura (October 14, 2014). ”Marc Benioff Announces Salesforce Cus- tomer Success Platform, Analytics Cloud”. Salesforce Blog. Retrieved Novem- ber 1, 2015.
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