CRM Software History-Interactive Timeline

CRM or Customer Relationship Management is not a piece of software to manage your customers.It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support.

The basic feature for or you can say Software application for CRM

1.Marketing Automation

2.Customer Service & Support

3.Field Service

4.Help Desk

5.Knowledge Management

6.Sales Automation

7.Web Self-Service

8.Call Center

9.Channel Management

So, the basic thing I want to mention here is why crm software so important for buisness.And what is the history of CRM.

And all your information you can find here CRM Software History

Contact Management or CRM- The essence and the difference

Contact Management Solutions and Customer Relationship Management Solutions are two solutions which help organizations to gain better control over customer information and processes. CRM solutions allow companies to automate sales processes, gain better control over sales opportunities and centralize contact information at a single location. CRM on the other hand are process workflow driven solutions, have multiple modules including customer service management module. Lack of standard definition of a CM and CRM have many organizations in a tizzy as to which solution will meet their needs in the most apt manner.

A contact management solution manages

Contacts

– Opportunities

– Accounts

– Notes and History

 

A CRM Solution is a workflow driven system that would integrate multiple departments of Sales, Marketing and Customer Service. Also a CRM solution has greater customization features and can integrate with ERP applications to give the organization a 360 degree view of the company operations.

An organization which has sales teams and wants to manage client relationships, track sales leads and opportunities, follows a simple sales process can opt for a Contact Management Solution. If an organization has multiple departments of Sales, Marketing and Customer Service and have a complex sales process and organizational hierarchy should opt for a CRM solution.

Also if requirement such as advance integration (quotes, order, inventory), customizations and back office integrations are important an organization should opt for a CRM solution. Also the nature of relationship determines which solution which solution will be an ideal fit. For instance:

a)          One individual selling to a single job role example insurance agents and brokers- CM Solution

b)           One individual selling to multiple job roles- CM solution

c)          Multiple individuals like Sales, Marketing and Customer Service interacting with single job role

d)          Multiple individual interacting with multiple job roles which requires inter departmental knowledge sharing and collaboration.

Finally budget to spend on a solution will also determine the choice. A full blown CRM solution will be expensive as compared to a contact management solution. An organization can choose to start with a contact management solution and later on migrate to a CRM solution.

For more information please visit CRM Solutions

Onsite Vs On Demand CRM- Make your choice

With the onset of concepts like (SAAS) and cloud computing customers have multiple choices of choosing a platform which suits their requirements and meet their budgets. The On Demand CRM application has become the buzzword in the CRM application industry. All the leading vendors have either launched or our about to launch the cloud format of their CRM applications. The On Demand CRM software has multiple advantages including quick deployment, no infrastructure investment and pay per use.

However as an organization while making your choice you should keep the following points in mind which will help you to choose between an On Demand and an On Site CRM

–         User Requirements

–         Budgets and TCO

–         Data Sensitivity

–         Internal IT Team

–         Integration Requirements

User Requirements- The CRM which you choose should meet the functional requirements of the organization. Also depending upon requirements the customization capability of the solution should be also looked upon. On Demand solutions are configurable which means you can add fields, modify workflows and set user profiles. On premise solutions offer more scope for customizations like adding custom entities, screens, tabs and tables.

Budgets and TCO- While choosing a solution the TCO and budget should be studied. If the deployment is to be done for a big team at a national level On Premise option can be looked at. Initial investment will be higher but recurring costs will be lower. Also if an organization feels that number of incremental users will increase quickly this model can be looked upon. The On Demand model can suit companies which has relatively smaller teams, are looking at no capital expenditure upfront and don’t have a long term CRM roadmap. Also the ability to migrate from one option to the other will help you take advantage of both the models from a cost perspective.

Data Sensitivity- In an On Demand CRM customer data resides on the server of the service provider as no hardware or software infrastructure is maintained by the client. For some organizations data sensitivity is of prime importance therefore hosting data on a 3rd party server needs to be judged properly. However for an SMB this can be an advantage because they might not have a secured data storage facility in house for such companies it can be beneficial to host information in a secure data centre.

Internal IT Team- For an SMB appointing an internal IT team which is a combination of database and network experts can be an expensive proposition. In such a scenario the On Demand model of CRM makes more sense as the IT infrastructure and various crucial aspects like database back-ups, firewalls, and antivirus installation is taken care by the service provider. Since in an On Demand model the CRM is deployed in house on company’s IT infrastructure, system administrators are required for the upkeep of the infrastructure.

Integration Requirements- On Premise CRM applications provide point to point integration with external systems like ERP software’s. On Demand CRM applications are more suitable when used as independent systems. However the scenario is changing now with the availability of web service API’s, On Demand CRM’s are opening up to integration possibilities.

For more information please visit CRM Software

Cloud Computing- The upcoming platform for CRM Applications

So what is cloud computing? The answer- Cloud computing is a platform which enables you to run your applications as you need it in an On- Demand Format you don’t invest in infrastructure including hardware and software. Basic examples would include services like Gmail and Facebook. Today business applications like CRM and ERP software’s are available on the cloud. Out of the two applications CRM software’s are available with wider set of functionalities and through multiple vendors.

CRM applications have become very popular on the cloud format primary reasons being:

–         Quick Deployment with minimal effort

–         Quick user adoption with a minimum investment upfront

–         Availability to use the software as an service On demand service

Unlike ERP applications CRM software automates the customer facing side of an organization like sales activity tracking, marketing and customer care. Automation of these functions are not mission critical and since the applications are used by customer facing teams including sales and support teams user adoption has always being a major challenge. Conventional on-site CRM applications involved investments in the software upfront which would go down the drain if user adoption is absent. CRM on the cloud gives organizations the flexibility to start using the application with minimal upfront investment.

The cloud format offers CRM stake holders, for example sales team access to the application anytime anywhere. The sales guy can access an important proposal or the last communication before getting into a meeting, even on his blackberry device. The senior management also has a through idea of the sales team performance on the fly.

With a concept of a dedicated or a private cloud coming up customizations have also become very easy. New fields, custom pages and entities can be added workflows can be configured mapping company specific processes. This means every company can tweak their CRM instance as per the industry they operate in and their unique requirements.

Although CRM on the cloud is the next big thing an organizations should keep certain factors in mind before the choosing the cloud as a platform

–         The expenditure on the application is recurring (In most cases per user per month)

–         If an organization has a large sales and customer service teams, ROI calculation should be done between a cloud and an onsite platform

–         Integration with other applications as a requirement should be studied

–         Flexibility of moving from the cloud to an onsite format should also be available

 

For more information you can visit  CRM Software

CRM leader : Salesforce.com or Oracle.

This week is Oracle OpenWorld and that means more awkward co-opetition between Oracle and its “frenemies.” Once again, Oracle will be sharing the stage with partners/competitors like HP, IBM and SAP. This year, the friction that really seems to have most enterprise software bloggers atwitter is the increasingly intense rivalry with Salesforce.com.

The cloud computing darling – led by Ellison’s protege Mark Benioff – has gained just enough buzz (and market share) to draw withering fire from the vociferous Ellison.

Of course, Salesforce is a large Oracle customer – running its data centers on Oracle databases and middleware. As such, Benioff and Salesforce are featuring prominently on the Moscone Center floor, as well as the stage. Awkward!

Lets take a look back at some of the cloud-computing barbs that have flowed back and forth over the last year. Is it us, or is Larry coming around to cloud computing?….

“This post comes from a blog at Software Advice, a company that offers reviews and comparisons of CRM software. Go here to read more and be sure to take the survey at the bottom.”

Crm In travel industry

In the competitive travel industry, customer satisfaction no longer guarantees customer loyalty.

Ongoing relationships with loyal customers are the key to success in the travel industry. You must engage your customers regularly, collect and interpret information, and consistently refine your pitch and the customer experience to drive more bookings and positive recommendations.

Many such factors have combined to force operators in the travel industry to focus on new differentiators in order to maintain current and develop greater market share.

In response to this new environment, travel providers are undertaking initiatives centered on identifying, developing and retaining high-value customers, under the overall banner of customer relationship management or CRM .

CRM is the disciplined application of customer information to build customer relationships through:

• Continually refining insights into customer needs, habits, and economics

• Developing targeted and tailored value propositions based on those inputs

• Strategically focusing business resources on activities that build long-term customer and economic value

Companies that need customers in order to build a profit need to have a system in place that effectively and successfully manages the customer/client relationship.

Implementing a system that gives you a single, unified view of the customer experience that can be used by every member of your organization to better serve the customer.
Contact management is all about teaching companies to successfully manage all the contacts that they initiate over a period of time. Its one thing to develop those contacts, but it’s important that you know what to do with them when you have them.. Customer relationship management and contact management are effective tools for generating profits that more and more companies are using to improve their leverage in the market.

Your experience with your customers is one of the best resources available to your business. Leveraging the knowledge and experience you have accumulated can help you optimize your retention offers and create marketing campaigns that draw on customer history and buying patterns.

CRM application can help you coordinate marketing efforts across all your channels and target them with advanced market segmentation techniques that utilize your full database of customer history, enabling you to deliver optimized messages to your audience that increase response rate and sales.

Building your brand in the travel industry presents a challenge. Often, customers base decisions solely on prices and destinations. Increasing retention and loyalty can be a difficult prospect. With CRM application in place you can leverage real-time customer profiles that are constructed on historical, personal, and contextual data to deliver the right offer to the right person at the right time, increasing customer engagement with your brand.

Key Benefits achieved through the implementation of CRM

Marketing Automation:

  • Campaign Management
  • Mass Email
  • Marketing Collateral
  • Auto Response Email

Sales Force Automation:

  • Lead Management
  • Contact Management
  • Account Management
  • Opportunity Management
  • Quote Management
  • Forecasting

Customer Service

  • Case & Incident Management

Analytics:

  • Reporting & Analytics
  • Dashboard Reporting

Collaboration:

  • Shared Calendar
  • Task lists

With the level of competition today in any industry, companies need to have the edge up on all the others. This means utilizing customers and contacts as strongly and effectively as possible without losing one along the way. With these types of tools at their disposal many more companies are watching their customer sales improving.

CRM Application intelligently analyzes every customer interaction to increase their predictive ability and re-adjust targeting strategies. Real-time results mean your company does not waste precious time in the analysis phase and can implement refined recommendations quickly to increase revenue and retention.

Sage Software is a company which provides crm solutions for travel industry. You can visit http://www.sagesoftware.co.in to know more about Sage CRM.

Contact Management software for professionals in India

Relationship management is the one of the new buzz words of today’s technology world but in today’s world, instant access to contact information is critical to a successful business. Maintaining healthy relationship with customers is primary need of each and every business. All businesses are dependent on consumers, so they make each and every effort to attract customer’s attention and increase their number. Conventional CRM programs help companies manage sales opportunities that typically end with the deal being either closed or lost. For professional service-based companies, such as those in the financial, legal and consulting industries, converting a potential customer into a client is the beginning of securing and maintaining a long-term, client-based relationship.

In the earlier days, relationships were managed by an address book, file cabinet etc. The problem was, you couldn’t find the information you were looking for in a timely manner and key contacts were often lost.

As professional services firms adjust to the ups and downs of economic cycles, executives are pressured to more efficiently manage their practices to attract, serve, and retain customers. The name of the game is selling expertise in the professional services industry. The vertical is governed not by traditional durable goods, but by intellectual property. Without the ability to physically demonstrate a product, word-of-mouth endorsements and leads from colleagues are critical for professional services organizations, which include accounting, consulting, IT services, financial services, and law firms. The challenge plaguing many professional services firms is to get people to share knowledge. To overcome these challenges, executives are adopting customer relationship management (CRM) solutions.

Contact management software allows  professionals  to:

  • Organize all the details of prospects, leads and clients relationships in one place.
  • Get 360 degree view by managing complete history of interactions with prospects/customers
  • Schedule and prioritize tasks
  • Launch and manage  marketing initiatives including mass mailing campaigns.
  • Take action on your most qualified sales leads with total visibility of your sales pipeline.
  • Management reporting for improved business decision making
  • Stay focused by automating daily to-dos and schedules
  • View others calenders and task lists from your workstation
  • Delegate work to administrative personnel

Effective contact management is an absolute necessity for any business in today’s highly competitive environment. Contact management software gives you a method or track which can make the difference in your business.

Which Software is Right for you

You can check ACT! By Sage India, this is one of the best selling Contact Management Software in India and abroad at a very normal price. You can visit http://www.sagesoftware.co.in to know more.