About CRM Documents

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.

2. CRM Software

Sales Force Automation

- Contact management

Contact management software stores, tracks and manages contacts, leads of an enterprise.

- Lead management

Enterprise Lead management software enables an organization to manage, track and forecast sales leads. Also helps understand and improve conversion rates.

eCRM or Web based CRM

- Self Service CRM

Self service CRM (eCRM) software Enables web based customer interaction, automation of email, call logs, web site analytics, campaign management.

- Survey Management Software

Survey Software automates an enterprise's Electronic Surveys, Polls, Questionnaires and enables understand customer preferences.

Customer Service

- Call Center Software

- Help Desk Software

Partner Relationship Management

- Contract Management Software

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

Example: Upside Software, Accruent Software, diCarta, I-Many.

- Distribution management Software

3. Advantages of CRM

Using CRM, a business can:

- 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 types of data CRM projects collect

- 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

Also please refer the SDN threads for your technical knowledge.

There are 8 key capabilities in CRM.

Companies choose MysapCRM because because of the benifits offered.

CRM is a business strategy aimed at optimizing Customer-facing activities for business success. CRM connects back end and front end in seamless way with an intention to create a customer and retain him as long as the business exists.

CRM is a part of Business suite powerd by Netweaver which is an integration platform for lowering the TCO substantially.

The following are the departments involved in Customer facing activities.

Marketing:

Marketing is a comprehensive solution for customer Engagements.

Initiatives are designed and executed at any level in organization to meet the Corporate Obejectives.

Sales: Enterprise sales,Tele sales, customer interaction, Mobile Sales,etc

Rapidly assess the pipleline sales.E-sales cux can place orders any time any where 24/365 and can get service all over.

Service dept: Operational insight in serving customers.This ensures commitment from Barnd owners to the Customers.Mobile service,E-service. customer portals are also one of the tools to provide service.

Cahnnels to interact:

1)Internet: B2B scenario,B2B scenario, Customer interaction center.

CRM serves 23 industries of various Businesss Process in Industry Specific Solutions.

1)Manufacturing industries

2)Service Industries.

CRM helps in

1)Seamless -End-To-End Pocess

2)Best industry-Specific Capabilities.(Net weaver enables an open appraoch to acommodate changes that occur in the Landscape)

3)Good return on investment.

Hope this helps.

http://help.sap.com/saphelp_crm50/helpdata/en/1a/023d63b8387c4a8dfea6592f3a23a7/frameset.htm

Rewards if useful..................