...to money via client’s mobile phone. In the grasp of Telekom, Celcom then become the largest telecommunication companies in Asia and its focus is on high growth low penetration emerging markets. Its core business remains prepaid and postpaid mobile voice services. On other hand, Celcom has also achieved significant growth in mobile broadband, m-commerce, enterprise solutions and bulk wholesale services. It continues to have the widest network coverage in country. Through ongoing investments in network coverage, capacity and performance, Celcom intends to maintain its technology leadership and position as the country’s best mobile service provider. Let’s now look at the Information System (IS) used in Celcom. One of the information system used in Celcom is Customer Relationship Management (CRM). CRM is a strategic roadmap for achieving and sustaining successful...
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...Enterprise Resource Planning Words: 5023 Information Systems Study For Bandon Group Inc. 1. Introductions Bandon Group is a family owned distributor of office equipment. It is famous for its good customer service, technical support, and innovative products, and excellent in providing products with quality and services at cost-effective price. The Group now has four divisions, and they decentralize to meet the different needs of their local markets. Corporate headquarters handles the central administrations and information systems support. The primary objective of Bandon Group is to generate 10% profit for the reinvestment. They hope to establish excellent sales organization and professional service organization. To achieve these goals, Bandon Group has taken many measures. As to the information systems, they have administrative information systems, most of which are generic, and in which the meter click billing software unique for industries. However, the legacy system can not satisfy its growth and expansion now. Their director of information technology has searched for commercial off-the shelf package to support the administrative information system, and selected OMD. The OMD system supports meter-based billing, and has Web-based interface. However, it is not built with relational database, which makes the ad hoc difficult. Sales tools of Bandon Group such as sales prospecting still have many problems to be solved. The current information systems still...
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...Content Executive summary……………………………………………………..……………………………………………………………………………2 CRM industry review and CRM systems……………………………………………………………………………………………………4 Introduction to Salesforce CRM and its business objects………………………………………………………………………….4 Advantages of Salesforce CRM……………………………………………………………………………………………………………….11 Forecasting in Salesforce CRM………………………………………………………………………………………………………………..13 Salesforce CRM implementation insights for Healthcare……………………………………………………………..…………15 Efficiency and productivity can be achieved through Salesforce CRM…………………………………………………….17 Conclusion……………………………………………………………………………………………………………………………………………..20 Reference……………………………………………………………………………………………………………………………………………….21 Executive summary The main objective of this report is to give close insight into the CRM industry, need analysis for such business application software and its role to contribute to reach high efficiency, productivity in current business enterprises. Also, this paper gives industry information, leading CRM providers and particularly, Salesforce.com CRM and its strengths, capabilities. Salesforce.com CRM is as leading SaaS enterprise application that is helping businesses to re-engineer business process and automating them to the level that it reduces operation costs and reach efficiency and productivity in front-office and back-office processes. The purpose is to show how this enterprise application can contribute the buasisesses to achieve high efficiency, productivity in both...
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...and Business Management Master of Science Degree Crucial Factors in Customer Relationship Management A Chinese Perspective of the Telecommunication Industry Dissertation in TPA, 15 ECTS Authors: Song Yan 880514-T168 Wei Bin 850809-T454 Supervisor: Joakim Tell Examiner: Bernd Hofmaier Acknowledgement Thank all persons who have contributed to our dissertation. Without you, we would not have reached the achievement. With the support and encouragement from Joakim Tell, our supervisor, we got a lot useful guidance when there were confusions. With useful advice from Henrik Floren and Bernd Hofmaier, we kept improving our dissertation in a professional way. With the positive feedback from the other group members, we managed to make the thesis easier to understand. We would also like to thank Halmstad University which has given us a good environment and the opportunity to undertake the dissertation in which we are interested. Also, many thanks to Company A which provided a large amount of information which forms the empirical data. Finally, we want to thank our families and friends. You gave us all support both emotionally and financially during the one year study, especially in the last five months for our dissertation. Halmstad August, 2011 I Abstract Customer Relationship Management (CRM) which focuses on the relationship with customers has become more and more important in business management. CRM is a managerial system based on technological...
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...------------------------------------------------- Customer relationship management From Wikipedia, the free encyclopedia Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support.[1] The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service.[2] Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.[3] Measuring and valuing customer relationships is critical to implementing this strategy.[4] Contents [hide] * 1 Benefits of Customer Relationship Management * 2 Challenges * 2.1 Complexity * 2.2 Poor usability * 3 Fragmentation * 3.1 Business reputation * 3.2 Security, privacy and data security concerns * 4 Types/variations * 4.1 Sales force automation * 4.2 Marketing * 4.3 Customer service and support * 4.4 Appointment * 4.5 Analytics * 4.6 Integrated/collaborative * 4.7 Small business * 4.8 Social media * 4.9 Non-profit and membership-based * 5 Strategy * 6 Implementation * 6.1 Implementation issues * 6.2 Adoption issues...
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...Indian Institute of Management Bangalore Customer Relationship Management Faculty: Prof. G. Shainesh Term VI PGP (2008-09) 3 Credit Course Background – The primary purpose of any business is to win and keep customers. Its competitors also seek to do the same. Most successful firms have developed capabilities for attracting customers through their marketing programs. But they have shown mixed results when it comes to retaining these customers. Customer Relationship Management helps businesses in successfully implementing strategies aimed at winning and retaining customers profitably. It is also helping businesses shift from a short-term transaction based mode of operation in their interactions with customers to a long-term relationship mode. Objectives – The objective of this course is to help students understand the concept and practice of CRM derived from research and applications across businesses. These concepts and applications from real life case studies will help identify opportunities, which can be successfully implemented for long term profitability. Pedagogy – The teaching methodology will include a mix of lectures, discussions of pre-readings, presentations by practitioners, exercises and case analysis. The cases are integrative in nature but will also help develop an appreciation of specific elements of CRM. Group Project – Option 1 - Identify any organisation which is practicing some form of CRM. Start working with them to understand...
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...Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support.[1] The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.[2] Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.[3] Measuring and valuing customer relationships is critical to implementing this strategy.[4] Benefits of CRM A CRM system may be chosen because it is thought to provide the following advantages:[citation needed] Quality and efficiency Decrease in overall costs Decision support Enterprise agility Customer Attention [edit] Challenges Successful development, implementation, use and support of customer relationship management systems can provide a significant advantage to the user, but often, there are obstacles that obstruct the user from using the system to its full potential. Instances of a CRM attempting to contain a large, complex group of data can become cumbersome and difficult to understand for an ill-trained user. Additionally, an interface...
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...TABLE OF CONTENTS I. INTRODUCTION 1 II. HISTORY OF CRM MARKET 3 Major Vendors 5 Current Offerings 6 III. DEFINITIONS OF CRM 6 IV. DRIVERS FOR CRM APPLICATIONS 9 Reasons for Adopting CRM: The Business Drivers 9 Cost Goals 10 V. THE CRM INDUSTRY 11 Size of the CRM Industry 12 Vendors 13 Technology and Service 15 VI. INFORMATION TECHNOLOGIES FOR CRM 20 Key CRM Tasks 20 IT Factors of CRM Tasks 22 VII. CONSULTANTS 23 VIII. RETURN ON INVESTMENT OF IMPLEMENTATION 24 Cost and time 24 Benefits 25 ROI of CRM Projects 27 IX. PRINCIPLES OF CRM 27 X. CRM ISSUES 28 Customer Privacy 28 Technical Immaturity 30 XI. CASE STUDIES 31 Amazon.Com 31 Dell 32 Volkswagen 33 Wells Fargo 34 XII. CONCLUSIONS 36 REFERENCES 37 APPENDIX A BASIC ASSUMPTIONS OF CRM 40 APPENDIX B COMMON MYTHS OF CRM 41 APPENDIX C LIFETIME VALUE OF A CUSTOMER 44 C1. Simple Approach 45 C2. More Sophisticated Calculation 46 C3. Effect of Loyalty Programs 47 C4. Additional Factors to Consider 49 C5. The Arithmetic of Lifetime Value 49 C6. Example: Applying Lifetime Value Concepts in Banking 51 C7. Summary and Conclusions on Lifetime Value 53 APPENDIX D VENDOR’S WEB SITE ADDRESSES 55 2 Version 3-6 March 23, 2001 CUSTOMER RELATIONSHIP MANAGEMENT Paul Gray Jongbok Byun I. INTRODUCTION Over a century ago, in small-town America, before the advent of the supermarket, the mall, and the automobile, people went to their neighborhood general store to purchase goods. The proprietor and the...
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...relationship management This page intentionally left blank Chapter objectives By the end of this chapter, you will be aware of: 1. 2. 3. 4. 5. 6. four major perspectives on CRM: strategic, operational, analytical and collaborative several common misunderstandings about CRM a definition of CRM the six constituencies having an interest in CRM how important CRM issues vary across industries five generic models of CRM. Introduction The expression customer relationship management (CRM) has only been in use since the early 1990s. Since then there have been many attempts to define the domain of CRM, a number of which appear in Table 1.1. As a relatively immature business or organizational practice, a consensus has not yet emerged about what counts as CRM. Even the meaning of the three-letter acronym CRM is contested. For example, although most people would understand that CRM means customer relationship management, others have used the acronym to mean customer relationship marketing.1 Information technology (IT) companies have tended to use the term CRM to describe the software applications that automate the marketing, selling and service functions of businesses. This equates CRM with technology. Although the market for CRM software is now populated with many players, it started in 1993 when Tom Siebel founded Siebel Systems Inc. Use of the term CRM can be traced back to that period. Forrester, the technology research organization, estimates that worldwide spending on CRM technologies...
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...Chapter # 1. Introduction to CRM 1.1 Evolution of CRM Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990’s with the promise of forever changing the way businesses small and large interacted with their customer bases. In the short term, however, it proved to be an unwieldy process that was better in theory than in practice for a variety of reasons. First among these was that it was simply so difficult and expensive to track and keep the high volume of records needed accurately and constantly update them. In the last several years, however, newer software systems and advanced tracking features have vastly improved CRM capabilities and the real promise of CRM is becoming a reality. As the price of newer, more customizable Internet solutions have hit the marketplace; competition has driven the prices down so that even relatively small businesses are reaping the benefits of some custom CRM programs. 1.2 In the beginning… The 1980’s saw the emergence of database marketing, which was simply a catch phrase to define the practice of setting up customer service groups to speak individually to all of a company’s customers. In the case of larger, key clients it was a valuable tool for keeping the lines of communication open and tailoring service to the clients needs. In the case of smaller clients, however, it tended to provide repetitive, survey-like information that cluttered databases and didn’t provide much...
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...Industrial Management & Data Systems Emerald Article: Adopting customer relationship management technology Yurong Xu, David C. Yen, Binshan Lin, David C. Chou Article information: To cite this document: Yurong Xu, David C. Yen, Binshan Lin, David C. Chou, (2002),"Adopting customer relationship management technology", Industrial Management & Data Systems, Vol. 102 Iss: 8 pp. 442 - 452 Permanent link to this document: http://dx.doi.org/10.1108/02635570210445871 Downloaded on: 24-11-2012 References: This document contains references to 18 other documents Citations: This document has been cited by 37 other documents To copy this document: permissions@emeraldinsight.com This document has been downloaded 11293 times since 2005. * Users who downloaded this Article also downloaded: * Injazz J. Chen, Karen Popovich, (2003),"Understanding customer relationship management (CRM): People, process and technology", Business Process Management Journal, Vol. 9 Iss: 5 pp. 672 - 688 http://dx.doi.org/10.1108/14637150310496758 Yun E. Zeng, H. Joseph Wen, David C. Yen, (2003),"Customer relationship management (CRM) in business-to-business (B2B) e-commerce", Information Management & Computer Security, Vol. 11 Iss: 1 pp. 39 - 44 http://dx.doi.org/10.1108/09685220310463722 Christopher Bull, (2003),"Strategic issues in customer relationship management (CRM) implementation", Business Process Management Journal, Vol. 9 Iss: 5 pp. 592 - 602 http://dx.doi.org/10.1108/14637150310496703 Access to...
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...Relationship Management Sarina White Ashja Thompson DSIM 518: Competing through Innovation and Information Technology Instructor: Vikas Agrawal Spring 2016 Table of Contents Abstract……………………………………………………….. Page 1 Introduction…………………………………………………… Page 2 Literature Review…………………………………………….. Page 3 – 4 History and Development of CRM………………………..... Page 4 – 5 CRM in Action………………………………………………... Page 6 – 7 CRM and Competitive Advantage…………………………. Page 7 – 9 Implementations Considerations and Recommendations. Page 9 Conclusion……………………………………………………. Page 10 References…………………………………………………… Page 11 – 13 Abstract For our research paper, we’re going to focus on customer relationship management and how it plays a role in a company’s consumer base and profits. The cycle of CRM is primarily divided into four parts which are marketing, sales, support, and feedback. We’re going to look into detail at all four of these components and how they correlate with one another from an organizational aspect. We’re going to be looking at CRM through the eyes of the seller, the person behind the counter. We want to know how this information technology helps the organization and in what ways does its performance project competitive advantage. There are many different systems of CRM such as operational CRM which focuses primarily on the marketing, sales, products, and services of the company. Another system is analytical CRM which focuses primarily on the database and how the management uses...
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...that can be used for service and manufacturing organizations. It discusses the important operational approaches like Customer Relationship Management (CRM), Enterprise Service Management (ESM), Supply chain Management (SCM) and Decision Making Framework (DMF).\ To serve the different needs and expectation of various customers effectively, it is necessary to implement effective operational approaches, which enable the organization to meet the standards of particular industry. There are various operational approaches for a service and manufacturing organization, which are necessary for increasing the productivity and efficiency of the organization. I have chosen consumer relationship management as an operational approach for service organization and supply chain management for manufacturing organization. Operational Consumer relationship management: It is used to handle relationship with customers and assists the front office business processes such as marketing, sales and service. Each contact with the customer is added to the contact history of the customer, which can be used later by the employees to analyze information from the customer's database. This CRM practices the data of customer for a number of purposes such as to manage different campaigns, sales force automation and marketing automation. Enterprise service management (ESM): It is the most important approach used by service organization to achieve competitive advantage in the service industry. It aligns the...
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...Assignment 2 KPMG Melbourne Pty Ltd. CRM system Proposal Group 2 MICHELLE ZHAN PING LIEW PHANINDER KUMAR EMANI DUY NGUYEN SATYANARAYANA RAMAVATH UCHINI SENEVIRATNE Table of Contents Executive Summary 2 1. Project background 3 2. Drivers for change 3 3. Objectives 3 4. Selecting CRM solution 3 4.1 CRM package evaluation criteria 3 4.2 Vendor selection 4 4.2.1 Creating list of vendors 4 4.2.2 Selecting vendor 4 4.2.3 Recommendation 5 5. High level project plan 5 5.1 Introduction and Objectives of the Project Plan 5 5.1.1 Overview of the Organization 5 5.1.2 Current Situation and Problem 5 5.2 Goals and Objectives 6 5.3 Project Scope 6 5.3.1 Product Description 6 5.3.2 Project deliverables 6 5.4 Project Schedule 7 5.5 Project Budget 7 6. Critical success factors 8 7. Risks and recommended responses 8 7.1 Risk Analysis 8 7.2 Strategies for mitigating risks 9 8. Overview of costs 10 9. Benefits 11 10. Cost Benefit Analysis 11 11. Change Management Strategy 12 12. Communication Plan 13 13. Summary 14 14. Recommendation 15 15. Appendices 15 15.1 Figure 4.1: Detailed CRM package evaluation criteria and questions 16 15.2 Figure 4.2: Scoring of detailed requirements of 3 CRM packages 17 15.3 Figure 5.1: Detailed project schedule 22 15.4 Figure 7.1: Risk analysis table 23 15.5 Figure 9.1: List of benefits 24 15.6 Figure 10.1: Cost benefit analysis 25 Executive Summary This report provides an analysis and evaluation to the Executive...
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...CRM : Making it simple for banking industry. Submitted To: Submitted by: Prof. K. Siva Reddy Sachin Bansal 09BSHYD0711 Tanmay Garg 09BSHYD0912 Prerak Dhawan 09BSHYD0586 Preetish Kr. Singh 09BSHYD0585 Sarita Sethi 09BSHYD0742 Priyanka Gunturu 09BSHYD0600 Index 1. Introduction to banking 3 Importance of banking 3 Need for CRM 4 2. Introduction to CRM 5 Phases of CRM 5 Benefits of CRM 6 Types/variations of CRM 7 Implementations of CRM 10 Importance of CRM in banking 12 Challenges in CRM implementation 14 3. CRM initiatives at SBI 16 CRM and SBI Life 16 4. CRM initiatives at HDFC Bank 19 About HDFC bank 19 Challenges 20 CRM solutions 20 Results 21 VbV facility for HDFC customers 21 Offers 21 RAP computer telephony integration 22 5. Research Methodology 23 Objective 23 Methodology 23 Demographics of sample 23 Data Analysis 24 Qualitative Analysis 25 Quantitative Analysis 27 Data Interpretation 29 6. Conclusion 30 7. References 31 Introduction to Banking Sec 5 (b) of the Banking Regulation Act, 1949 defines banking as “accepting for the purpose of lending or investment...
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