Customer Relationship Management unit 5 trends in crm Anna university BA 7015 Academic year 2017-2018

1. Prepared and presented by,
N. Ganesha Pandian,
Assistant professor,
Madurai School of management.
IIyearIIISemester
Academicyear2017-2018

2.  what is e CRM?
The e-CRM or electronic customer relationship management
encompasses all the CRM functions with the use of the net
environment i.e., intranet, extranet and internet. Electronic CRM
concerns all forms of managing relationships with customers
making use of information technology (IT). e-CRM is enterprises
using IT to integrate internal organization resources and external
"marketing" strategies to understand and fulfill their customers
needs. Comparing with traditional CRM, the integrated
information for e-CRM intra organizational collaboration can be
more efficient to communicate with customers.

3.  Customer contacts
 System interface
 System overhead (client computers)
 Customization and personalization of
information
 System focus
 System maintenance and modification

4.  Operational
 Analytical
 Collaborative

5. In order to implement CRM in an effective way, one needs to
consider the following factors:
 Create a customer-focused culture in the organization.
 Adopt customer-based managers to assess satisfaction.
 Develop an end-to-end process to serve customers.
 Recommend questions to be asked to help a customer
solve a problem.
 Track all aspects of selling to customers, as well as
prospects.

6.  Today, more and more enterprise CRM
systems move to cloud solution , "up from 8
percent of the CRM market in 2005 to 20
percent of the market in 2008, according to
Gartner".

7.  Foundational services:
 Customer-centered services:
 Value-added services:

8. Steps to e CRM Success
 Developing customer-centric strategies
 Redesigning workflow management systems
 Re-engineering work processes
 Supporting with the right technologies

9.  There are three main reasons that mobile CRM is becoming so
popular.
 The first is that the devices consumers use are improving in
multiple ways that allow for this advancement.
 Displays are larger and clearer and access times on networks are
improving overall.
 Secondly, the users are also becoming more sophisticated. The
technology to them is nothing new so it is easy to adapt.
 Lastly, the software being developed for these applications has
become worthwhile and useful to end users.

10. There are four basic steps that a company
should follow to implement a mobile CRM
system
 Step 1 - Needs analysis phase
 Step 2 – Mobile design phase
 Step 3 – Mobile application testing phase
 Step 4 – Rollout phase

11.  The mobile channel creates a more personal direct
connection with customers.
 It is continuously active and allows necessary
individuals to take action quickly using the
information.
 Typically it is an opt-in only channel which allows for
high and quality responsiveness.
 Overall it supports loyalty between the customer and
company, which improves and strengthens
relationships.

12.  What is Data warehousing?
A data warehouse is the concept of data
extracted from operational systems and
made available as historical snapshots for ad-
hoc queries and scheduled reporting

13.  Dimensional data model
 Slowly Changing Dimension
 Conceptual Data Model:
 Logical Data Model
 Physical Data Model
 Conceptual, Logical, and Physical Data Model:
 Data Integrity

14.  – Parallel relational database designs that require a parallel
computing platform
 – An innovative approach to speed up a traditional RDBMS by
using new index structures to bypass relational table scans
 – Multidimensional database (MDDBs) that are based on
proprietary database technology or implemented using already
familiar RDBMS. Multidimensional
 database are designed to overcome any limitations placed on the
warehouse by the nature of the relational data model

15.  A Data Warehouse Delivers Enhanced Business
Intelligence
 A Data Warehouse Saves Time
 A Data Warehouse Enhances Data Quality and
Consistency
 A Data Warehouse Provides Historical
Intelligence
 A Data Warehouse Generates a High ROI

16.  Decision makers don't access the Data
Warehouse directly. This is done through
various front-end Data Warehouse Tools that
read data from subject specific Data Marts.
 The Data Warehouse can be either
"relational" or "dimensional". This depends on
how the business intends to use the
information.

17.  What is Data mining?
Data mining or knowledge discovery, is the
computer-assisted process of digging through
and analyzing enormous sets of data and
then extracting the meaning of the data.
Data mining tools predict behaviors and
future trends, allowing businesses to make
proactive, knowledge-driven decisions.

18.  Market segmentation
 Customer churn
 Fraud detection
 Direct marketing
 Interactive marketing
 market basket analysis
 Trend analysis

19.  Data mining technology is not only the simple
retrieval, query and transfer faced to special
database, it also should do microcosmic and
macroscopically statistics, analysis, synthesis
and reasoning to guide the solving of
practical problems

20.  It refers to analyzing the consuming behavior
of certain customer group combining
customer information. And according to
different consuming behaviors changes,
individuation marketing strategies will be
established and the emphasis customer or
the customer with the trend of loss will be
selected.

21.  Customer structure analysis
 Sales analysis and sales forecast

22.  Creation of strong marketing databases
 Data analysis
 Identify correct model

23.  The world's most complete customer relationship management (CRM). From sales
force automation to socially-enabled business intelligence, Oracle offers the
broadest and deepest portfolio of CRM solutions that address all customer touch-
points and provide rich functionality to support the specific business needs for
organizations of every size to deliver a superior customer experience.
 Industry focus—Over 20 industry tailored solutions
 Insight—Embedded real-time business intelligence
 Innovation—Industry recognized leader in CRM
 Integration—End-to-end business processes
 Infrastructure—Broadest choice of deployment options

24.  Get smarter—with contextual intelligence, real-time
and historic analytics, and adaptive business
planning.
 Get more productive—with integrated sales and
marketing in the cloud, Outlook/mobile integration
and industry specific solutions.
 Get the best value, period—with a lower total cost
of ownership, enterprise grade security and your
choice of multi-tenancy or single-tenancy options.

25.  SAP's CRM solution
includes several modules
that support key
functional areas
including:
 SAP CRM Sales
 SAP CRM Marketing
 SAP CRM Service
 SAP CRM Analytics
 SAP CRM Interaction
Center
 SAP CRM Web Channel
(which includes E-
Commerce, E-Marketing
and E-Service)
 SAP CRM Partner Channel
Management
 SAP CRM Web Client UI
 SAP CRM Investigative
Case Management (ICM)
 SAP CRM Social Service
 SAP CRM Loyalty
Management (LM)
 SAP CRM Real Time Offer
Management (RTOM)
 SAP CRM Mobile Solutions
 SAP CRM Trade Promotion
Management (TPM)