Managing CRM through IT

ITTIHAD UNIVERSITY COLLEGE OF MANAGEMENT AND INFORMATION SYSTEMS Student Name: Student ID: Course:

Zubaidah Abdul Rehman Al Din 20042080 Information Systems and Technology - Assignment One Managing CRM through IT

CRM through IT in an Organization or Company

Customer Relationship Management (CRM) covers methods and technologies used by companies to manage their relationships with clients. Information stored on existing customers (and potential customers) is analyzed and used to this end. Automated CRM processes are often used to generate automatic personalized marketing based on the customer information stored in the system. In Companies or Organizations a CRM system should:

 Identify factors important to clients  Promote a customer-oriented philosophy  Adopt customer-based measures  Develop end-to-end processes to serve customers  Provide successful customer support  Handle customer complaints  Track all aspects of sales In its broadest sense, CRM covers all interaction and business with customers. A good CRM program allows a business to acquire customers, provide customer services and retain valued customers. Customer services can be improved by:  Providing

online

access

to

product

information and technical assistance around the clock  Identifying what customers value and devising appropriate service strategies for each customer  Providing mechanisms for managing and scheduling follow-up sales calls  Tracking all contacts with a customer  Identifying potential problems before they occur  Providing a user-friendly mechanism for registering customer complaints  Providing a mechanism for handling problems and complaints also correcting service deficiencies  Storing customer interests in order to target customers selectively

Page 1 of 4

ITTIHAD UNIVERSITY COLLEGE OF MANAGEMENT AND INFORMATION SYSTEMS Student Name: Student ID: Course:

Zubaidah Abdul Rehman Al Din 20042080 Information Systems and Technology - Assignment One Managing CRM through IT

 Providing mechanisms for managing and scheduling maintenance, repair, and on-going support IT Technical Considerations: 

Scalability: the system should be highly scalable, as the volume of data stored in the system grows over time



Communication channels: CRM can interface with a variety of different channels (phone, WAP, Internet etc.)



Workflow - a company's business processes need to be represented by the system with the ability to track the individual stages and transfer information between steps



Assignment - the ability to assign requests, such as service requests, to a person or group.



Database - the means of storing customer data and histories (in a data warehouse)



Customer privacy considerations, such as data encryption and legislation.

Page 2 of 4

ITTIHAD UNIVERSITY COLLEGE OF MANAGEMENT AND INFORMATION SYSTEMS Student Name: Student ID: Course:

Zubaidah Abdul Rehman Al Din 20042080 Information Systems and Technology - Assignment One Managing CRM through IT

E-CRM

E-CRM is the electronic based version of CRM. The User of an E-CRM solution uses the sources of the internet to increase the relationship to the customer. Web-based CRMs can easily handle the relationships between Central Sales Management, Regional Sales Offices and their salespeople. The system presents each user a unique view of their CRM data, whichever role they’re in – whether it’s central sales management, customer care, sales administration, regional sales management or in a regional sales team. The Benefits: e-tranet CRM will benefit your organization and your staff. If you want to deliver efficiency savings and improve conversion rates then this is the Sales CRM product for you! The Features: e-tranet CRM is a web-based CRM solution for Sales Management, Sales Administration, and Sales Force that's sophisticated but easy to use. It is feature-rich, but we guarantee that you'll use all of them, whatever your job role.

Page 3 of 4

ITTIHAD UNIVERSITY COLLEGE OF MANAGEMENT AND INFORMATION SYSTEMS Student Name: Student ID: Course:

Zubaidah Abdul Rehman Al Din 20042080 Information Systems and Technology - Assignment One Managing CRM through IT

CRM software solutions and ICT (information and communications technology): Software and ICT play a significant part in enabling an effective CRM capability, especially in large organizations. There are many and various systems available, and it is important to have a clear idea of your requirements during the software solution selection process, which for most organizations will also involve the selection of ICT service provider too, since any software solution, for all but very small companies, generally requires support for specifying, implementation, training and maintenance. Siebel, Sage (who now provide the well-known Accpac CRM solutions), and Front Range (whose product is Goldmine) are all significant and proven CRM software products companies. There are many others, and very many more ICT service providers through whom distribution and support is normally arranged. As with any ICT project, ensure you work with reliable and knowledgeable advisors, with access to costeffective proven solutions, who can help you to build and implement an effective CRM software and ICT capability.

References:

http://www.e-tranet.co.uk/ http://dmoz.org/Business/E-Commerce/Customer_Relationship_Management/ http://www.workscience.co.za/ideas/OE%20redraft%202006%20-%20How%20to%20really%20und %20customers.pdf http://www.cio.com/enterprise/crm/ http://www.crmbuyer.com/story/51465.html http://crm.phpmagazine.net/strategy/

Articles References:

http://www.crm2day.com/crm_strategy/crm_strategy-22.php

Page 4 of 4