1. The Basics Of CRM
A brief introduction to Customer
Relationship Management

2. What is CRM ?
CRM (Customer Relationship Management) are
the concepts used by organizations to manage
their relationships with customers. This
includes
• Capturing Leads
• Storage and analysis of the customers, vendors
and partners
• Internal information (organizational)

3. CRM Ecosystem
Coined in by META group CRM has 3
aspects
• Operational
• Collaborative
• Analytical

4. Operational Aspect
Operational aspect of CRM is automation to
Customer’s processes including front office sales /
service and marketing representative.
Any customer interaction is recorded by CRM, so
that any one can retrieve the customer
information at anytime without having to
interfere about interaction history

5. Collaborative Aspect
Direct interaction with customers
without interference of sales
representative. Cost reduction and
better customer services through
automated voice response, email
feedbacks, SMS, IVR etc.

6. Analytical Aspect
Analysis of Customer Data for
purposes like optimizing marketing
effectiveness, customer retention,
behavioral analysis, decision making

7. Key Features of CRM
A Typical CRM consists of 3 Sub
Modules:
• Marketing
• Sales
• Services

8. Key Features of CRM
A Typical CRM consists of 3 Sub
Modules:
Marketing, Sales And Services

9. Main Share in Market
According to Gartner a 2005 study
shows earnings like
• SAP – 1475 million US$
• Siebel – 966 million US$
• Oracle – 368 million US$
• Salesforce – 281 million US$
• amdocs – 276 million US$
• Others – 2,333 million US$

10. CRM Now
With increasing popularity of Open Source
vendors have started openly marketing CRM.
Some Open source CRM’s to note are:
• Sugar CRM http://www.sugarcrm.com/crm/
• XRMS http://xrms.sourceforge.net/pagebuilder.php?s1=18
• Vtiger http://www.vtiger.com
• OpenCRX http://www.opencrx.org/

11. Top CRM Companies
Siebel, Amdocs, PeopleSoft, Oracle,
SAP, EDS, Avaya, Baan, Aspect,
E.piphany, Pivotal, Kana, eGain,
Primus, Quintus, Trilogy, Motive,
Brightware, Annuncio

12. At The End
Choosing the right CRM helps Client interaction and
understanding efficient initiating process of better
service and customer retention.
Thanks
Amal Krishna Biswas
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Presentation and Company awareness.