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History of CRM Why CRM is important? Different kinds of CRM

The benefits of CRM are clear: to streamline processes and provide better customer information and complete the sales staff, marketing and service, the CRM allows organizations to build relationships with customers more profitable and reduce operating costs.

Sales organizations can shorten the sales cycle and increase key sales metrics and performance as commercial revenue, average order size and revenue per customer.

Marketing organizations can increase the response rate for marketing campaigns and revenue while decreasing the cost of generation of potential opportunities and customer acquisition.

service organizations customer can increase agent productivity and service customer loyalty while decreasing service costs, response times and resolution of claims.


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in class the other day We had a most entertaining presentations. It divided the class into 6 teams, 3 of them will represent vendors of CRM and the other 3 were convincing customers.

Crm turns out that they were represented were:

- Oracle
- Siebel
- Microsoft CRM

Presentations They were exposed very well, as everyone knew the best out of your brand and still be looking at the 3 CRM strategies would equal the thing was very different. Oracle

center its strategy on the fact that the customer database was Oracle, which allowed him qeu seamless integration and also in the fact that their CRM was good. Siebel

being the best on the market, try to sell their excellence, but I think it sin to go to leaders, because they could not pass those strong points that had the product and qeu was perfectly suited to the customer. And my group

Microsoft that of the three was the one who had the weakest CRM. So we had to raise a global strategy and focus on the mark MICROSOFT. CRM highlight for us was a part most of the services he offered. Even

starting with technical disadvantage people seems it is quite convinced of the virtues of Microsoft, especially pq sell what we knew people wanted to hear, and hide the weaknesses.

Alas, that ultimately did not vote, I would have loved to see the results. Pd .-

links in the area try to hang the three presentations that were passed in class, but first I have to ask permission qeu perpetrators.

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The 8 golden rules for a successful CRM

1. Vision: Create an image of how our company is making the customer focus. Thus we can define a brand, which communicates and is positioned in the market correctly.

2. Strategy: We will have to develop a strategy to make the customer base into an asset for the company. Objectives shall be identified and how to interact with customers.

3. Customer experience with value: Ensuring that interactions with customers provide value and are consistent with the market position you want.

4. Organizational Change: must be synchronized. All: company, suppliers, partners ... and think about the customer as the primary reference.

5. Process: Manage efficiently not only processes directly related to the client (Interaction, complaints, support, promotion ...) but the processes of analysis and planning with the information that they have.

6. Information: You have to collect the right information and take it to the right place. Sounds simple, right?

7. technology: Many give full importance to this. Here's just a point. Must deal with data analysis, the front-end user, the architecture, hardware ...

8. metric, should be measured. Everything. Both internally and externally if the CRM is doing well or being a failure.

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