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KIET Group of Institutions, Ghaziabad: Department of Computer Applications

CRM stands for customer relationship management. It is a software hosted in the cloud that allows users to access customer information over the internet. CRM provides security, scalability, and can be accessed via mobile devices. It aims to increase customer loyalty and business profits through an organized approach to developing, managing and maintaining customer relationships. Key ingredients of CRM include analytics, business reporting, customer service, human resource management, lead management, marketing, sales force automation, and workflow automation. The objectives of CRM are to improve customer satisfaction, expand the customer base, enhance business sales, and improve workforce productivity.

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RAJAN KUMAR YADAV
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47 views4 pages

KIET Group of Institutions, Ghaziabad: Department of Computer Applications

CRM stands for customer relationship management. It is a software hosted in the cloud that allows users to access customer information over the internet. CRM provides security, scalability, and can be accessed via mobile devices. It aims to increase customer loyalty and business profits through an organized approach to developing, managing and maintaining customer relationships. Key ingredients of CRM include analytics, business reporting, customer service, human resource management, lead management, marketing, sales force automation, and workflow automation. The objectives of CRM are to improve customer satisfaction, expand the customer base, enhance business sales, and improve workforce productivity.

Uploaded by

RAJAN KUMAR YADAV
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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KIET Group of Institutions, Ghaziabad

Department of Computer Applications


(An ISO – 9001: 2008 Certified & ‘A’ Grade accredited Institution by NAAC)

Session 2020-2021 ODD Sem


Cloud Computing (RCAE-31)

Lecture:3.2

What is CRM?

 CRM stands for Customer Relationship Management and is a software that is hosted
in cloud so that the users can access the information using internet.
 CRM software provides high level of security and scalability to its users and can be
easily used on mobile phones to access the data.
 From the viewpoint of the Management, CRM can be defined as an organized
approach of developing, managing, and maintaining a profitable relationship with
customers.
 By equating the term with technology, the IT organizations define CRM as a software
that assists marketing, merchandising, selling, and smooth service operations of a
business.
 The primary goal of CRM is to increase customer loyalty and in turn improve business
profitability.

Ingredients of CRM

It shows the ingredients that work together to form a successful CRM system.
KIET Group of Institutions, Ghaziabad
Department of Computer Applications
(An ISO – 9001: 2008 Certified & ‘A’ Grade accredited Institution by NAAC)

Session 2020-2021 ODD Sem


Cloud Computing (RCAE-31)

Here are some of the important ingredients of CRM −

 Analytics − Analytics is the process of studying, handling, and representing data in


various graphical formats such as charts, tables, trends, etc., in order to observe market
trends.

 Business Reporting − Business Reporting includes accurate reports of sales, customer


care, and marketing.

 Customer Service − Customer Service involves collecting and sending the following
customer-related information to the concerned department −

o Personal information such as name, address, age

o Previous purchase patterns.

o Requirements and preferences.

o Complaints and suggestions.

 Human Resource Management − Human Resource Management involves


employing and placing the most eligible human resource at a required place in the
business.
KIET Group of Institutions, Ghaziabad
Department of Computer Applications
(An ISO – 9001: 2008 Certified & ‘A’ Grade accredited Institution by NAAC)

Session 2020-2021 ODD Sem


Cloud Computing (RCAE-31)

 Lead Management − Lead Management involves keeping a track of the sales leads
and distribution, managing the campaigns, designing customized forms, finalizing the
mailing lists, and studying the purchase patterns of the customers.

 Marketing − Marketing involves forming and implementing sales strategies by


studying existing and potential customers in order to sell the product.

 Sales Force Automation − Sales Force Automation includes forecasting, recording


sales, processing, and keeping a track of the potential interactions.

 Workflow Automation − Workflow Automation involves streamlining and


scheduling various processes that run in parallel. It reduces costs and time, and
prevents assigning the same task to multiple employees.

Objectives of CRM

The most prominent objectives of using the methods of Customer Relationship Management
are as follows −

 Improve Customer Satisfaction

 Expand the Customer Base

 Enhance Business Sales 

 Improve Workforce Productivity 

Some of the major CRM vendors are:


 Salesforce CRM
 Oracle Siebel
 Mothernode CRM
 Microsoft Dynamics CRM
 Infor CRM
 SAGE CRM
 NetSuite CRM
KIET Group of Institutions, Ghaziabad
Department of Computer Applications
(An ISO – 9001: 2008 Certified & ‘A’ Grade accredited Institution by NAAC)

Session 2020-2021 ODD Sem


Cloud Computing (RCAE-31)

Advantages:
Few advantages of using CRM are as follows:
 High reliability and scalability
 Easy to use
 Highly secured
 Provides flexibility to users and service providers
 Easily accessible

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