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Sort By:: What Are The Types of CRM Technology?

The document discusses different types of CRM technology: - Operational CRM includes sales force automation, marketing automation, and customer-facing applications. - Analytical CRM involves capturing and analyzing customer data to extract useful insights. - Collaborative CRM facilitates communication and coordination across customer touchpoints through channels like web portals and email.

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76 views6 pages

Sort By:: What Are The Types of CRM Technology?

The document discusses different types of CRM technology: - Operational CRM includes sales force automation, marketing automation, and customer-facing applications. - Analytical CRM involves capturing and analyzing customer data to extract useful insights. - Collaborative CRM facilitates communication and coordination across customer touchpoints through channels like web portals and email.

Uploaded by

mideepak007
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Question
What are the types of CRM technology?

Operational CRM:Operational CRM is the customer-facing


applications of CRM?the
aforementioned sales force automation, enterprise marketing
automation,
and front-office suites that encompass all of this simultaneously.
? This is the ?ERP-like? segment of CRM.
? One facet of operational CRM is the possibility of integrating
with the financial and human resources functions of
the enterprise resource planning (ERP) applications such as
PeopleSoft and SAP. With this integration, end-to-end
functionality from lead management to Order tracking can be
implemented.
Analytical CRM
? The analytic segment includes data marts or data warehouses
such as
customer repositories that are used by applications that apply
algorithms
to dissect the data and present it in a form that is useful to the
user.
? Analytical CRM is the capture, storage, extraction, processing,
interpretation, and reporting of customer data to a user.
Collaborative CRM
? The collaborative CRM reaches across customer touch points.
It is the communication center, the coordination network that
provides
the neural paths to the customer and his suppliers.
? It could mean a portal, a partner relationship management
(PRM) application, or a customer interaction center (CIC).
? It could mean communication channels such as the Web or
email, voice applications, or snail mail.
? It could mean channel strategies. In other words, it is any CRM
function that provides a point of interaction between the

customer and the channel itself.


What are the Advantages of CRM?

Provide better customer service


Make call centers more efficient
Cross sell products more effectively
Help sales staff close deals faster
Simplify marketing and sales processes
Discover new customers
Increase customer revenues

* We can track people at anytime and any ware.


* To know more about the targeting account and its contacts for
future follow-ups.
* Store the data in safe
* Making good relationship with prospects.
What are the Features of eCRM?

eCRM implies capabilities like self service knowledge bases,


automated email response, personalization of web
content, online product bundling and pricing.
? eCRM gives Internet users the ability to interact with the
business through their preferred communication channel.
? It also allows business to offset expensive customer
service agents with technology.
? eCRM puts much emphasis on the customer satisfaction and
reduced cost through improved efficiency.
? eCRM use customer data for personalization, cross-selling and
up-selling.
? Sales Force Automation(SFA )and Enterprise Marketing
Automation(EMA) is integrated in the eCRM.
What are Objectives of CRM?

1.To create a consistent customer experience


Your relationship with customer should be thought of as an
ongoing conversation without end.
Collective consciousness expected

Customers talking to Accounts receivables person, sales


person, call from telemarketing person, direct marketing,
returning to web site.

To create a consistent customer experience


Your relationship with customer should be thought of as an
ongoing conversation without end.
Collective consciousness expected
Customers talking to Accounts receivables person, sales
person, call from telemarketing person, direct marketing,
returning to web site.
What is the full form of CDO?

CDO means Clarify CRM Data Objects not Common Data Objects
as i supposeThese are the Client side data objects.
What are the CRM Technology Components?

CRM Engine
Front-Office Solutions
Enterprise Application Integrations (EAIs) for CRM
CRM in the Back Office
CRM Engine
? This would be the customer data repository.
? The data mart or data warehouse is where all data on the
customer is captured and stored.
? This could include basic stuff such as name, address, phone
number, and birth date.
? The purpose is a single gathering point for
all individual customer information so that a unified customer
view can be created throughout all company departments that
need to know the data stored in this CRM engine house.
Front-Office Solutions
? These are the unified applications that run on top of the
customer data warehouse (CDW).
? They could be sales force automation, marketing automation,

or service and support and customer interaction applications.


Enterprise Application Integrations (EAIs) for CRM
? These sit between the CRM back office and front office.
? They also sit between the newly installed CRM system and the
been-around-forever enterprise legacy systems.
? They also allow CRM-to-CRM communications.
? ?They? are pieces of code and connectors and bridges that as a
body are called EAIs, formerly known as middleware.
? EAIs provide the messaging services and data mapping
services that allow one system to communicate with disparate
other systems, regardless of formatting.
CRM in the Back Office
? Analytical tool are known as ?Back Office? of the CRM.
? Analytics are becoming increasingly integrated from the
beginning with the elements of the CRM.
? The analytical algorithms are working in background; they have
clear and distinct visibility (By which we can see for miles and
miles) within the operational applications which are accessing in
real time.
? Embedded analytics are now part of a few of the
multifunctional CRM applications.
What is Customer Life Cycle?

? The life cycle of the customer is the process the customer has
been undergoing to be with company for all the years.
? This includes the customer?s purchase history, perhaps how
often she?s taken advantage of special offers directed at her or
her customer class.
? Depending on what company identify as important to
customer?s return on investment (ROI), it could also include
customers? marketing value to company and how much revenue
that marketing value could be worth indirectly.
? To find out what is the expected revenue generated from a
single customer over the anticipated lifetime of that customer?s
relationship with company is both the customer life cycle and the
customer lifetime value (CLV).
What is CRM Technology?

CRM is disciplined business strategy. CRM technology is the


driver of the strategy.
? Technology, in the form of networked collaboration,
communication, knowledge management and automated
electronic processes can enable different groups within the
company to work seamlessly as one unit to fulfill the CRM vision.
? The accepted definition of CRM technology is generally
accepted to apply to "front office" processes.
? CRM technology mandates that all interactions between the
customer and the company are recorded and stored in a central
information database, which can be shared with anyone in the
company who contributes to processing the customer's
transaction.
? CRM technology fulfils the vision of CRM are through the
streamlining of processes and the acquisition of information to
form knowledge about the customer.
How to add business partner in SAP CRM?

Business partner get in to CRM system through various sites.1.


Direct creation of BP in CRM system.2.ELM3.User Creations
through Mkt. Campaign Internet sales4.Through
CIC5.Transfer from R/3
What is the difference between SWE and SWSE...?
How do we define CRM?

CRM is a process or methodology used to learn more about


customer?s needs & behavior in order to develop stronger
relationship with them.

The process of developing a cooperative and collaborative


relationship between the buyer and the seller to strengthen the
network of relationship for the mutual benefit of both the parties
for a longer period is called CRM (Customer Relationship
Management).

Posted by: TANAJI B. KHEMNAR

Contact TANAJI B. KHEMNAR

The process of developing a cooperative and collaborative


relationship between the buyer and the seller to strengthen the
network of relationship for the mutual benefit of both the parties
for a longer period is called CRM (Customer Relationship

Management).
What is yanking ?

The acceptance of the workflow object like case from the


common pool or queue, by the user

Sometimes a case is dispatched or assigned by mistake. Cases


are yanked(suddenly pullout) from WIP bins or from queues. In
this situation, a
case is yanked back into the default WIP bin."

Posted by: Shabbir

Contact Shabbir

The case is lost from the queue if the user doesnt accepts/rejects
within sometime....to get the case back yanking is done....
In clarify CRM billing manager, what is the relation between financial account and the
billing arrangement?
To add the shortcut keys to the Menu items we use the one of the following property
The use of the eorder Application in the ClarifyCRM is (Multiple choice)
For any activity like update and insert, performed in the clarify CRM, a log is created
called activity log. Name the table in which it is stored
Does clarify database has explicit primary keys defined for the tables.
Which of the following statements about the ClarifyCRM Business Objects (CBO?s) is true
Worker Beans, Save Beans and ________ together make up the Application beans in the
ClarifyCRM.
What is the full form of CDOCOL?

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