Go Online – The Dignitas Way

Presentation by Manish

Customer relationship management (CRM)

(CRM) is a system for managing a company's interactions with current and future customers. It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support.

WHY CRM1. A philosophy and a business strategy, supported by processes and a

technology, designed to improve human interactions in a business environment.

2. Customer relationship is too high. Existing Customer aren’t segmented effectively and staff aren’t being prompted to proactively follow up and engage.

3. Customer information is stored in different places. No one can see the full picture which is creating poor communication and damaging our service when important information is missed.

4. Service requests are getting missed because there is poor visibility of outstanding items.

Sales & Marketing• Account managers aren't able to quickly check their

customers order history so can't easily assess individual buying habits or identify new selling opportunities.

• Admin work is absorbing too much time• Marketing budget isn’t being used effectively because it

takes too long to profile contacts and create new target lists.

• You don’t know how many leads your email campaigns are generating or how many were converted into sales.

• Too many sales opportunities are lost because no one followed up quick enough.

Business Intelligence• Decision making is based on ‘gut feel’ because

reports aren’t trusted or are unavailable.• You can’t confidently predict cash flow, project

delivery or production requirements because the supporting forecasts aren’t available, or incomplete.

• Key performance indicators aren’t being measured so some problems are being swept under the carpet and high achievers aren’t consistently recognised.

Managing Contacts & Processes• Teams are using a mix of systems but none of them

connect. As a result, many processes are being duplicated and it takes too long to complete routine tasks.

• People are less effective when they’re away from the office because they can’t get access to all the information they need.

• You don’t always know where team members are because there isn’t a centralised diary.

• Staff are having to perform repetitive, time consuming processes. Routine tasks are taking too long to complete creating uncompetitive operations.

• Customer data isn’t secure. Team members can easily copy customer lists into a spreadsheet.

CRM Systems1. Open source2. Paid source3. Cloud system( multi tenant or hosted)-

licenced.

OPENSOURCE-1. SugarCRM-Founded in 2004 by the trio of John

Roberts, Clint Oram and Jacob Taylor (developed on Php,Mysql,Linux) now owned by IBM.

2. vTiger - Open source finds a particularly warm welcome in developing markets, which has given vTiger an opportunity to build a significant user community in the 2007(developed on Php,Mysql,Linux).

3. SplendidCRM- on c#,IIS, Win-Server

Paid Source /crm.1) Sugar CRM 2) Vtiger – licence.3) SuiteCRM

Cloud CRM Most Popular Segment

1) Against Physical Attack2) Against Corruption & Loss3) Against Intrusion & Interception4) Always Available5) 24/7 Support6) Zero Maintenance, Better Performance7) Low Cost.

What is Cloud Computing-• Pictorial representation of internet is Cloud.• Cloud Computing is nothing but internet computing.• no need of any minimum hardware requirements

and no need to install any software in local system.Cloud Computing is an approach to provide the following services – SAAS (Software As A Service) PAAS (Platform As A Service) – amazon web services IAAS (Infrastructure As A Service) - Red Hat Enterprise 

Cloud Computing CRM 2013-14 (SAAS Based)1) Salesforce.com 16%2) SAP AG 13% 3) Oracle crm(siebel)10%4) Microsoft Dynamics crm 7%5) IBM crm spss 4%6) Others 50%

Thank You.