CRM - Customer Relationship Management

CRM
Everything you need to know
C-Customer R-Relationship M-Management

“An enterprise’s best friend”

That is what your support agent
goes through everyday without a
CRM software

In 1995, the acronym CRM was born. Some congratulate
technology research company Gartner for this. Others
believe Thomas Siebel is also a possible reason

Before CRM, data was stored using
•Productivity suite document
•E-mail systems
•Mobile phone data
•Paper note cards
•Rolodex entries
•Excel spreadsheets

And then a better
idea lit, bright and
shining

A software to…
Collect customer information
Retain customer data
Manage client relationships

CRM enables
smooth
inter-relationship
building between
customers and
employees

A good CRM software enables:
• Storage of customer information
• Increase in efficiency of support
team and sales reps
• Direct contact with customers from
anywhere
• Better customer support and
service
• Measure Customer satisfaction
• Discover new customers

OPERATIONAL CRM SOFTWARE
Operational CRM software enables businesses store the entire
information about a customer at one place

ANALYTICAL CRM SOFTWARE
Analytical CRM software allows for the analysis and systematic
evaluation of customer data using business intelligence
functions.

COLLABORATIVE CRM SOFTWARE
This highly effective mode of communication is used for
direct interaction with customers, including feedback and
issue reporting.

But not every product is perfect…

DRAWBACKS OF A CRM SOFTWARE
• CRM software dehumanizes sales – there is no first-hand experience between
employees and customers
• Some CRM software are not compatible with in-house management systems
• A time-consuming and difficult installation process
• Good CRM software create a hole in our wallets

0% satisfaction in
the absence of a
CRM software
100% satisfaction
once incorporated
with a CRM
software
Constant
satisfaction in the
presence of a CRM
software
CUSTOMER SATISFACTION GRAPH

Maybe CRM should be abbreviated as
C-Compulsory
R-Requisite
M-Mandatory

 Salesforce.com - Success. Not Software
 Zoho CRM – Close More Deals in Less Time
 Microsoft Dynamics CRM – Deliver amazing customer experiences
 SugarCRM – CRM software trusted by millions worldwide
 Insightly CRM - #1 Online Small Business CRM
 openCRX CRM – The Professional Enterprise Class Open Source CRM Solution
and so on….

Quick question for the day:
What differentiates a good CRM software
from the others?

Answer: It is the unique characteristics that
differentiates the good apples from the bad
ones…

So, you come up with the idea to
buy a CRM software…

…and you save as much money to buy that
expensive CRM software

Six months down the line, you realize
your software isn’t good enough

You realize you have wasted your hard-
earned money on a software not worth
spending on

Here are some
tips to look at
before you buy
that expensive
CRM software

EASY AND SIMPLE INTGRATION
Less number of Clicks,
Better the CRM software

You shouldn’t feel lost with your CRM software

SELF-ADAPT TO THE GROWTH OF THE
COMPANY

CRM software should adapt to the growing
demands of the company without employees
having to update it

EASY TO USE, FLEXIBILITY AND
CUSTOMIZABILITY
Same software, Adapts different in each website

You should be able to easily
customize the CRM software
based on you website
requirements and color palette

SIMPLIFY THE SALES PROCESS
Happy employees along with satisfied customers

Your company’s best friend, providing the
right answers to the right people at the right time

DEVICE AND OS AGNOSTIC
Apple, Linux, Blackberry, Android, Windows 8. It
works on any device, any where.

But how do you integrate a CRM software
to your process?
Here are few points to think about before your system
integrates with a CRM software

Think through the coding issues before integrating
the CRM software

Advisable to participate in the live Demo
Contact references mentioned in CRM software

But how safe is your CRM software?
You wouldn’t want your data to be lost, would you?

Here are the privacy policies that your
CRM software should follow…

ISO- 27001 Certification
Cloud Security Alliance
Cloud Computing Matrix
US-EU Safe Harbor Framework
US-Swiss Safe Harbor Framework

This is how some of the leading CRM softwares
ensure safety of the data stored

MICROSOFT DYNAMICS CRM SOFTWARE
 Works based on the trusted SQL server technology
 Hack resistant software
 Data stored in separate regional data centres
 Natural disaster control, physical monitoring
 Secure network design and operations

SALESFORCE CRM SOFTWARE
 Data stored in separate data centres
 Data centres reflected from global data centres
 Connection requires 128-bit VERISIGN SSL
certification & 2048-bit RSA public key
 Compliance with TRUSTe’s program requirements
 Collects IP addresses of visitors to track non-
personal information

ZOHO CRM SOFTWARE
 Zoho CRM provides an enterprise-grade role-based security
 It controls the access rights of users working with the stored data
 It ensures 24*7*365 security, video monitoring and bullet resistant
walls
 Ensures network security by detecting and preventing encryption
and intrusion

So, make sure your CRM software has
the ISO mark before you buy it

Now, that you have your secured
CRM software

…and customize your CRM software based on your
website requirements and colour palette

To answer your question…
Why should you customize
your CRM software

Creates a software that fits every need of
your company. Nothing less, nothing
more!!!
Typical example that built a complete lead-
generation system : ConstructionReports.com

A CRM software that better integrates with
your business operation
WITH CUSTOMIZATIONWITHOUT CUSTOMIZATION
CRM SoftwareCRM Software
Business
Operation
Business
Operation
good
integration
bad
integration

Ensure clutter-free and clean pages
Keep only required information ad organize page layouts as per
company’s requirements

Build and manage your own applications

Customization raises value of the CRM
software
Extensive customization prevents constant upgradation – hence
helping in saving money

5 years down the lane, what do you think will
be the future of CRM?

“Internet based Customer Relationship
Management is one of the most dramatic
and fundamental change in the history of
business”
– Erin Kinikin, Vice President, CRM for Giga Information Group

“CRM will be at the heart of digital initiatives in the
coming years”
– Gideon Gartner, Founder, Gartner Inc.

“There is no future for CRM”
– Thomas Siebel, Founder, C3 Energy & considered responsible for the birth of CRM

“We have already reached the future of CRM”
– Anshu Sharma, former Vice-President of Salesforce.com

“Facebook is the future of CRM”
– CRM Magazine

“The CRM of the future will recommend new
customers to you automatically”
– Forbes Magazine

“CRM has a long way to go before it becomes the
perfect software”
– 1Click.io

CRM - Customer Relationship Management

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