8/6/2019 IT for CRM

1/62

InformationInformationTechnologyTechnology

PADMASHREE DR. D.Y. PATIL UNIVERSITYPADMASHREE DR. D.Y. PATIL UNIVERSITYDEPARTMENT OF BUSINESSDEPARTMENT OF BUSINESS

MANAGEMENT MANAGEMENT

8/6/2019 IT for CRM

2/62

GROUPGROUP 55

MEMBERS NAMEMEMBERS NAME

1.1. Nikhil Jain Nikhil Jain 35 35

8/6/2019 IT for CRM

3/62

A Project OnA Project On

8/6/2019 IT for CRM

4/62

4

Cus tomer Relation sh ip ManagementCus tomer Relation sh ip Management

Term applied to processes implemented by aTerm applied to processes implemented by acompany to handle its contact with its customerscompany to handle its contact with its customers

It is process or methodology used to learn moreIt is process or methodology used to learn more

about customers' needs and behaviors in order toabout customers' needs and behaviors in order todevelop stronger relationships with them.develop stronger relationships with them.

Set of methodologies, software, and usuallySet of methodologies, software, and usuallyInternet capabilities that help an enterpriseInternet capabilities that help an enterprise

manage customer relationships in an organized way.manage customer relationships in an organized way.

CRM is a softwareCRM is a software- -based approach to handlingbased approach to handlingcustomer relationshipscustomer relationships

8/6/2019 IT for CRM

5/62

8/6/2019 IT for CRM

6/62

RelevantRelevant datadata forfor customercustomer profileprofile isis capturedcaptured withwith thethe helphelp ofofsoftwaresoftware. .

NecessaryNecessary informationinformation isis capturedcaptured fromfrom prospectiveprospective customerscustomers..

CRMCRM systemsystem storesstores datadata inin commoncommon customercustomer databasedatabase..

TheThe databasedatabase integratesintegrates customercustomer accountaccount informationinformation andandpresentpresent itit inin desirabledesirable formatformat toto thethe companycompany..

ThisThis databasedatabase cancan bebe accessedaccessed onon Internet,Internet, intranetintranet andand ononotherother networknetwork linkslinks..

TheThe datadata isis usedused forfor sales,sales, marketing,marketing, servicesservices andand otherotherapplicationsapplications..

TheThe contactcontact managementmanagement softwaresoftware containscontains variousvarious modulesmodules ofofdatabases,databases, displays,displays, charts,charts, workflowworkflow programsprograms..

8/6/2019 IT for CRM

7/62

SalesSales processprocess managementmanagement followsfollows aa customizedcustomizedsalessales methodologymethodology withwith specificspecific salessales policiespolicies andand

proceduresprocedures

SalesSales activitiesactivities includeinclude -- ProductProduct information,information,productproduct configuration,configuration, salessales prospectus,prospectus, salessales

quotequote generationgeneration. .

CRMCRM alsoalso provideprovide thethe historyhistory ofof customercustomer accountaccountsoso thatthat thethe salessales callcall cancan bebe scheduledscheduled

accordinglyaccordingly..

8/6/2019 IT for CRM

8/62

CRMCRM helpshelps thethe professionalsprofessionals inin productproduct marketing,marketing,targettarget marketing,marketing, relationshiprelationship marketingmarketing andand campaigncampaignmanagementmanagement..

ByBy analyzinganalyzing customercustomer andand businessbusiness valuevalue ofof directdirectmarketingmarketing cancan bebe estimatedestimated. .

CRMCRM alsoalso helpshelps inin customercustomer retention,retention, behaviorbehaviorprediction,prediction, channelchannel optimization,optimization, personalizationpersonalization. .

CustomerCustomer responseresponse andand requestsrequests cancan bebe quicklyquicklyscheduledscheduled andand hencehence salessales contactscontacts. .

8/6/2019 IT for CRM

9/62

CRMCRM systemsystem providesprovides serviceservice representativesrepresentatives withwith adequateadequatesoftwaresoftware toolstools andand accessaccess toto customercustomer databasedatabase. . ItIt alsoalsohelpshelps toto create,create, assignassign andand managemanage thethe serviceservice requestsrequests bybycustomerscustomers. .

CallCall centercenter softwaresoftware isis designeddesigned toto routeroute customercustomer callscalls totorespectiverespective attendantsattendants asas perper thethe skillsskills andand authorityauthority totohandlehandle specialspecial casescases..

HelpHelp deskdesk softwaresoftware isis developeddeveloped toto helphelp customercustomer serviceservicerepresentativerepresentative to to helphelp customerscustomers whowho faceface problemsproblems withwithproductproduct oror serviceservice toto resolveresolve itit..

WebWeb--basedbased SelfSelf ServiceService meansmeans helphelp customercustomer toto accessaccesspersonalizedpersonalized informationinformation atat companycompany websitewebsite. .

8/6/2019 IT for CRM

10/62

TheThe primaryprimary objectiveobjective ofof CRMCRM isis toto enhanceenhanceandand optimizeoptimize customercustomer retentionretention andand loyaltyloyalty..

CRMCRM systemssystems areare alsoalso usefuluseful inin determiningdeterminingmostmost loyalloyal andand profitableprofitable customerscustomers andandrewardreward..

CRMCRM analyticalanalytical softwaresoftware includesincludes determiningdeterminingtoolstools andand analyticalanalytical marketingmarketing softwaresoftwarewhereaswhereas CRMCRM databasesdatabases consistsconsists ofof customercustomerdatadata wareware househouse andand CRMCRM datadata martsmarts. .

8/6/2019 IT for CRM

11/62

8/6/2019 IT for CRM

12/62

TechniquesTechniques usedused toto formform relationshipsrelationshipswithwith newnew customerscustomers toto achieveachieve anan onlineonlinesalesale..

ForFor achievingachieving thisthis specialspecial CRMCRM softwaresoftwaretoolstools andand databasesdatabases areare usedused..

TheThe mainmain purposepurpose ofof thisthis CRMCRM functionfunctionisis toto makemake awareaware thethe customercustomer aboutaboutthethe superiorsuperior productproduct byby aa distinguisheddistinguishedcompanycompany..

8/6/2019 IT for CRM

13/62

ToTo keepkeep customercustomer satisfiedsatisfied andand happyhappy totoofferingoffering superiorsuperior serviceservice fromfrom specialistsspecialists. .

TheThe profitabilityprofitability ofof thethe businessbusiness isisincreasedincreased byby CRMCRM salessales forfor aa automationautomationandand directdirect marketingmarketing..

TheThe customercustomer experienceexperience thethe convenienceconvenienceofof oneone stopstop shoppingshopping atat reasonablereasonable pricesprices..

8/6/2019 IT for CRM

14/62

CustomerCustomer retentionretention refersrefers toto thethe actionsactions ananorganizationorganization takestakes toto retainretain existingexisting customerscustomers i i..ee.. thethetechniquestechniques toto maintainmaintain relationshipsrelationships withwith existingexistingcustomercustomer. .

TheThe customercustomer retentionretention hashas twotwo distinctdistinct goalsgoals..

11.. ToTo retainretain customerscustomers ofof thethe organizationsorganizations(repeat(repeat customers)customers)..

22.. ToTo keepkeep customerscustomers usingusing onlineonline channelchannel(repeat(repeat visits)visits)..

8/6/2019 IT for CRM

15/62

8/6/2019 IT for CRM

16/62

S tage one: C ollecting information

S tage two: S toring information

S tage t h ree: Acce ss ing information

S tage fo u r: Analyzing Cus tomer be h avior

S tage five: Marketing more effectively

S tage s ix: En h ancing t h e c us tomer experience

8/6/2019 IT for CRM

17/62

8/6/2019 IT for CRM

18/62

There are following types of CRMThere are following types of CRM

1.OPERATIONAL CRM1.OPERATIONAL CRM2. SFA2. SFA3.Analytical CRM3.Analytical CRM4 .COLLABORATIVE CRM4 .COLLABORATIVE CRM5.GEOGRAPHIC CRM5.GEOGRAPHIC CRM

8/6/2019 IT for CRM

19/62

Operational CRM processes customer dataOperational CRM processes customer datafor a variety of purposes:for a variety of purposes:

'Managing Campaigns''Managing Campaigns'Enterprise Marketing AutomationEnterprise Marketing AutomationSales Force AutomationSales Force AutomationSales Management SystemSales Management System

8/6/2019 IT for CRM

20/62

SalesSales ForceForce Automation Automation automatesautomates salessalesforceforce--relatedrelated activitiesactivities suchsuch asas::

Activity Activity Management Management: : SchedulingScheduling salessales callscalls oror mailingsmailingsTrackingTracking responsesresponses

GeneratingGenerating reportsreportsOpportunityOpportunity Management Management andand Assessment Assessment Account Account Management Management andand Target Target Account Account SellingSelling

8/6/2019 IT for CRM

21/62

Analytical Analytical CRMCRM analyzesanalyzes customercustomer datadata forfor aa varietyvariety of of purposespurposes: :

DesigningDesigning andand executingexecuting targetedtargeted marketingmarketing campaignscampaignsDesigningDesigning andand executingexecuting campaigns,campaigns, e e..gg.. customercustomeracquisition,acquisition, crosscross--selling,selling, upup--sellingsellingAnalyzing Analyzing customercustomer behaviorbehavior inin orderorder toto makemake decisionsdecisionsrelatingrelating toto productsproducts andand servicesservices (e(e..gg.. pricing,pricing, product product development)development)Management Management informationinformation systemsystem (e(e..gg.. financialfinancialforecastingforecasting andand customercustomer profitabilityprofitability analysis)analysis)Analytical Analytical CRMCRM generallygenerally makesmakes heavyheavy useuse of of datadataminingmining..

8/6/2019 IT for CRM

22/62

CollaborativeCollaborative CRMCRM coverscovers aspectsaspects of of aa company'scompany'sdealingsdealings withwith customerscustomers that that areare handledhandled byby variousvariousdepartmentsdepartments withinwithin aa company,company, suchsuch asas sales,sales, technicaltechnicalsupport support andand marketingmarketing. . Staff Staff membersmembers fromfrom different different departmentsdepartments cancan shareshare informationinformation collectedcollected whenwheninteractinginteracting withwith customerscustomers. . ForFor example,example, feedbackfeedbackreceivedreceived byby customercustomer support support agentsagents cancan provideprovide otherother

staff staff membersmembers withwith informationinformation onon thethe servicesservices andandfeaturesfeatures requestedrequested byby customerscustomers. . CollaborativeCollaborative CRM'sCRM'sultimateultimate goalgoal isis toto useuse informationinformation collectedcollected byby allalldepartmentsdepartments toto improveimprove thethe qualityquality of of servicesservices providedprovidedbyby thethe companycompany. .

8/6/2019 IT for CRM

23/62

GeographicGeographic CRMCRM (GCRM)(GCRM) combinescombines geographicgeographicinformationinformation systemsystem andand traditionaltraditional CRMCRM..

GeographicGeographic datadata cancan bebe analyzedanalyzed toto provideprovide aasnapshot snapshot of of potentialpotential customerscustomers inin aa regionregion orortoto planplan routesroutes forfor customercustomer visitsvisits..

Geographic CRM

8/6/2019 IT for CRM

24/62

24

Many inter-related aspects

Front office operation

Back office operationsBusiness relationships

Analysis

8/6/2019 IT for CRM

25/62

25

Direct interaction with customers

Face to face meetings

Phone callsE-mail

Online services etc

8/6/2019 IT for CRM

26/62

26

Operations that ultimately affect the activities of the front office

Billing

Maintenance

Planning

Marketing

Advertising

Finance

Manufacturing

8/6/2019 IT for CRM

27/62

27

Interaction with other companies and partners

Suppliers/vendors

Retail outlets/distributors

Industry networks (lobbying groups, trade assn )

This external network supports front and backoffice activities

8/6/2019 IT for CRM

28/62

28

Key CRM data can be analyzed in order to plan

Target-marketing campaignsConceive business strategies

Judge the success of CRM activities (e.g., market share,

number and types of customers, revenue, profitability)

8/6/2019 IT for CRM

29/62

8/6/2019 IT for CRM

30/62

30

1. Validation

2. Discovery

3. Action

8/6/2019 IT for CRM

31/62

31

Correct data

Ensuring that the data you have on your customers is not

only correct

Also, in a suitable state for targeting communicationsprograms

8/6/2019 IT for CRM

32/62

32

Use of data mining techniques

To find relationships that you did not know existed .

Sometimes conventional analysis is impaired by your ownnatural assumptions and prejudices.

Discovery techniques help to solve these issues by

starting from ground zero.

They simply search for relationships in the databaseagainst a set of objectives.

8/6/2019 IT for CRM

33/62

33

Right communication

Y our customers and prospects need to have the right messages communicated to them .

Quality Inter-Action drives quality Trans-Action.

This is done with a Campaign Management tool that canautomatically select the right targets and the right messages via the right channels.

The responses are then fed back into the Validationprocess for evaluation and refinement.

8/6/2019 IT for CRM

34/62

IndianIndian companiescompanies werewere slowslow inin adoptingadopting CRMCRM.. OneOneofof thethe majormajor reasonsreasons forfor thisthis hashas beenbeen aa lacklack ofofproperproper understandingunderstanding of of CRMCRM asas aa conceptconcept andandhowhow itit couldcould benefitbenefit anan organizationorganization. . InIn thethe past,past,CRMCRM waswas identifiedidentified withwith callcall centerscenters.. However,However,thisthis hashas changedchanged in in recentrecent timestimes withwith aa betterbetterunderstandingunderstanding of of thethe variousvarious componentscomponents of of CRMCRMandand increasedincreased awarenessawareness levelslevels ofof howhow itit cancan drivedriveefficienciesefficiencies acrossacross thethe boardboard. .

What is the status of CRM adoption in India?

8/6/2019 IT for CRM

35/62

IT & TELECOM SECTORIT & TELECOM SECTORHOSPITALIT Y SECTORHOSPITALIT Y SECTORFINANCE SECTORFINANCE SECTORRAILWA Y SRAILWA Y STRAVELS AGENCIESTRAVELS AGENCIESINSURANCE SECTORINSURANCE SECTORBANKING SECTORBANKING SECTOR

OTHERSOTHERS

8/6/2019 IT for CRM

36/62

8/6/2019 IT for CRM

37/62

yy IncreasedIncreased competitioncompetition inin thethe sectorsector meant meant that that organizationsorganizations hadhad toto thinkthink of of moremore innovativeinnovative waysways totoacquireacquire andand retainretain customerscustomers. . ThisThis sectorsector hashas seenseen

moremore investmentsinvestments inin ITIT infrastructureinfrastructure whichwhich isis ananenablerenabler forfor applicationsapplications. .

yy ThoughThough backback--endend systemssystems areare alwaysalways important important forforsmoothsmooth functioningfunctioning of of systems,systems, forfor thethe serviceservice sectorsector it it isis alsoalso important important toto havehave aa useruser--friendlyfriendly interfaceinterface. .ManyMany companiescompanies inin thisthis sectorsector havehave adoptedadopted CRMCRMbeforebefore investinginvesting inin ERPERP.. Verticals Verticals inin thethe servicesservices sectorsectorincludeinclude retailretail andand commercialcommercial banks,banks, brokerages,brokerages,insurance,insurance, mutualmutual funds,funds, ITIT services,services, BPO,BPO, hospitality,hospitality,travel,travel, mediamedia andand logisticslogistics..

8/6/2019 IT for CRM

38/62

CRMCRM isis thethe strategicstrategic useuse of of information,information, process,process,technology,technology, andand peoplepeople toto managemanage customer scustomer srelationshiprelationship withwith youryour companycompany (marketing,(marketing, sales,sales,servicesservices andand support support ) ) acrossacross thethe wholewhole customercustomer lifelifecyclecycle..Although Although ourour definitiondefinition of of CRMCRM isis broadbroad andand complexcomplex but but itsits goalgoal isis simplesimple

To maximize the value of your company s customer asset.Customer loyalty Company s revenueCompany s profit

8/6/2019 IT for CRM

39/62

8/6/2019 IT for CRM

40/62

TheThe customercustomer lifelife cyclecycle isis totaltotal timetime that that aa customercustomer isis engagedengaged withwith youryour

companycompany fromfrom thethe customer scustomer s experienceexperience andand viewpoint viewpoint..

ThereThere isis highhigh levellevel of of cyclecycle that that isis consistent consistent forfor customers,customers, nonomattermatter thethe product product oror servicesservices andand nono mattermatter howhow muchmuch howhow muchmuch thethecustomercustomer spendspend onon eacheach stagestage;;

1.1. ConsiderConsider :: Customer becomes aware of need and investigates alternativeCustomer becomes aware of need and investigates alternativesolution.solution.

2.2.PurchasePurchase :: Customer evaluates and chooses the best alternatives and placeCustomer evaluates and chooses the best alternatives and place

an order.an order.

3.3. Set upSet up :: Customer install the product and learn how to use it.Customer install the product and learn how to use it.

4 .4 . UseUse:: Customer operates and maintain the product and finally makes theCustomer operates and maintain the product and finally makes thedecision to retire it or upgrade, which starts the cycle all over again.decision to retire it or upgrade, which starts the cycle all over again.

8/6/2019 IT for CRM

41/62

A A majormajor shift shift inin marketingmarketing thought thought: :yy FromFrom massmass marketingmarketing toto individualizedindividualized marketingmarketing. .

yy FromFrom focusfocus onon acquiringacquiring lotslots of of newnew customerscustomers toto retainingretainingandand buildingbuilding moremore businessbusiness withwith fewerfewer loyalloyal highhigh--valuevaluecustomerscustomers. .

GoalGoal:: buildbuild longlong--termterm relationship,relationship, 11::11yy A A firmsfirms abilityability toto buildbuild andand maintainmaintain relationshipsrelationships withwith

customers,customers, suppliers,suppliers, andand partnerspartners maymay bebe moremoreimportant important thanthan thethe firmsfirms land,land, property,property, andand financialfinancialassetsassets. .

yy The

The keykey::

Treat

Treat customerscustomers likelike friendsfriends

8/6/2019 IT for CRM

42/62

Establishing, Establishing, maintaining,maintaining, enhancing,enhancing, commercializingcommercializingcustomercustomer relationshipsrelationships throughthrough promisepromise fulfillmentfulfillment ..

BuildingBuilding longlong--termterm profitableprofitable relationshipsrelationships withwith mutualmutualbenefit benefit. .

ToolTool:: promisepromise fulfillment fulfillment =>=> customercustomer satisfactionsatisfaction. .

Domino sDomino s PizzaPizza adsads claimclaim 3030 minuteminute deliverydelivery of of pizza spizza s..

8/6/2019 IT for CRM

43/62

8/6/2019 IT for CRM

44/62

` Subconscious Expectations.Subconscious Expectations.

Pizza with specified toppingsPizza with specified toppingsTake 10 minutesTake 10 minutesCome in a packed boxCome in a packed boxRemain warm till you reach homeRemain warm till you reach home

ChargesCharges standard and acceptable pricestandard and acceptable pricePizza will taste reasonably goodPizza will taste reasonably good

` Y ou will come back is all the above are met Y ou will come back is all the above are met

8/6/2019 IT for CRM

45/62

If you go regularly.If you go regularly.

Rapport with employeesRapport with employeesY ou forgive if they mess up with one or two Y ou forgive if they mess up with one or twoexpectationsexpectations

Degree of confidence determines tolerance.Degree of confidence determines tolerance.

If using first time, and even one expectation is not If using first time, and even one expectation is not met met Y ou will never go again Y ou will never go again

8/6/2019 IT for CRM

46/62

Exceeded expectationsExceeded expectations

Deliver on all expectationsDeliver on all expectations

Give you a garlic bread FREE !Give you a garlic bread FREE !

Y ou will tell everyone about it Y ou will tell everyone about it

8/6/2019 IT for CRM

47/62

8/6/2019 IT for CRM

48/62

4 8

8/6/2019 IT for CRM

49/62

49

Important

Business starts with the acquisitionof customers.

However, any successful CRMinitiative is highly dependent on asolid understanding of customers

8/6/2019 IT for CRM

50/62

50

Understand.

Demographics, purchase patterns & channels

Segmentation to identify logical unique groups

Primary research to capture needs and attitudes

Customer valuation to understand profitability

Differentiate

Based on the value customers are expected to deliver

8/6/2019 IT for CRM

51/62

51

Develop

Products, services, channels and media can becustomized based on the needs of quantitative customersegments

Customize

Based on the potential value delivered by customer

segment

8/6/2019 IT for CRM

52/62

52

Interact

Not just through marketing, sales and media

Distribution, shipping, customer service & online

Deliver

Delivering value is a cornerstoneFactors including quality, convenience, speed,ease of use, responsiveness and service excellence

8/6/2019 IT for CRM

53/62

53

Acquire

Learning about customers makes it easy to identify those

producing the greatest value

Retain

Maintain interaction;Deliver on value

Customers change as they move through differing lifestages

Modify the service

8/6/2019 IT for CRM

54/62

EE--CRMCRM providesprovides toto companiescompanies aa meansmeans toto conduct conduct interactive,interactive, personalizedpersonalized andand relevant relevant communicationcommunication withwithcustomerscustomers acrossacross bothboth electronicelectronic andand traditionaltraditional channelschannels. .

It It utilizesutilizes aa completecomplete viewview of of thethe customercustomer toto makemake decisionsdecisionsabout about messaging,messaging, offers,offers, andand channelchanneldeliverydelivery..

EE -- CRM v/s CRM: The DifferencesCRM v/s CRM: The Differences

BeingBeing ableable toto taketake carecare of of youryour customercustomer viavia thethe Internet,Internet, or,or,customerscustomers beingbeing ableable toto taketake carecare of of themselvesthemselves onlineonline::That sThat s thethe differencedifference betweenbetween CRMCRM andand ee--CRMCRM..

8/6/2019 IT for CRM

55/62

CompaniesCompanies needneed toto taketake firmfirm initiativesinitiatives onon thethe eCRMeCRMfrontierfrontier toto OptimizeOptimize thethe valuevalue of of interactiveinteractive relationshiprelationship. .

EnableEnable thethe businessbusiness toto extendextend itsits personalizedpersonalizedmessagingmessaging toto thethe WebWeb andand ee--mailmail..

CoCo--ordinateordinate marketingmarketing activitiesactivities acrossacross allall customercustomerchannelschannels. .

LeverageLeverage customercustomer informationinformation forfor moremore effectiveeffectiveeMarketingeMarketing andand eBusinesseBusiness. .

FocusFocus businessbusiness onon improvingimproving customercustomer relationshiprelationship andandearningearning aa greatergreater shareshare of of eacheach customer scustomer s businessbusinessthroughthrough consistent consistent measurement,measurement, assessment assessment andand

actionable actionable customercustomer contact contact strategiesstrategies. .

8/6/2019 IT for CRM

56/62

8/6/2019 IT for CRM

57/62

Excellent Excellent customercustomer serviceservice isis about about beingbeing awareaware of of customercustomer needsneeds andand reactingreacting toto themthem effectivelyeffectively. .

CRMCRM helpshelps youyou toto understand,understand, anticipateanticipate andand respondrespond totoyouryour customers'customers' needsneeds inin aa consistent consistent way,way, right right acrossacrossorganizationorganization. .

CRMCRM willwill helphelp youryour businessbusiness if if youyou viewview it it asas aa set set of of toolstools that that let let youyou dodo moremore for,for, andand get get moremore from,from, youryourcustomercustomer. .

KeepsKeeps allall youryour customercustomer informationinformation inin oneone placeplace..

KnowKnow andand understandunderstand youryour customerscustomers. .

KnowKnow youryour best best revenuerevenue opportunitiesopportunities. .

8/6/2019 IT for CRM

58/62

Using CRM, a business can :Using CRM, a business can :Provide better customer service.Provide better customer service.

Increase customer revenues.Increase customer revenues.

Discover new customers.Discover new customers.

Help sales staff close deals faster.Help sales staff close deals faster.

Make call centers more efficient.Make call centers more efficient.

Simplify marketing and sales processesSimplify marketing and sales processes

8/6/2019 IT for CRM

59/62

ProblemsProblems of of collectingcollecting andand coordinatingcoordinating substantialsubstantial datadata cancan leadlead totoprivacyprivacy problemsproblems. .

FirmsFirms stillstill needneed toto bebe sensitivesensitive toto customercustomer wisheswishes about about unsolicitedunsolicited

contactscontacts. . CustomerCustomer privacyprivacy request request needsneeds toto bebe aa part part of of CRMCRM..

PrivacyPrivacy andand datadata securitysecurity OneOne of of thethe primaryprimary functionsfunctions of of CRMCRMsoftwaresoftware isis toto collect collect informationinformation about about customerscustomers. . WhenWhen gatheringgatheringdatadata asas part part of of aa CRMCRM solution,solution, aa companycompany must must considerconsider thethe desiredesireforfor customercustomer privacyprivacy andand datadata security,security, asas wellwell asas thethe legislativelegislative andandculturalcultural normsnorms.. SomeSome customerscustomers preferprefer assurancesassurances that that theirtheir datadatawillwill not not bebe sharedshared withwith thirdthird partiesparties without without theirtheir priorprior consent consent andandthat that safeguardssafeguards areare inin placeplace toto prevent prevent illegalillegal accessaccess byby thirdthirdpartiesparties. .

8/6/2019 IT for CRM

60/62

C ONC LUSIONC ONC LUSION

8/6/2019 IT for CRM

61/62

THANK YOU

8/6/2019 IT for CRM

62/62

Quest

ion