CRM

 A Customer
Relationship
Management
Software(CRM).
 CRM is a web based
application software.
 It runs at the
Customer Care
Executive end.
Meaning of CRM
 Customer relationship management (CRM) is a term
applied to processes implemented by a company to
handle their contact with their customers.
 CRM software is used to support these processes,
storing information on customers and prospective
customers. Information in the system can be accessed
and entered by employees in different departments,
such as sales, marketing, customer service, training,
professional development, performance
management, human resource development, and
compensation.
 Details on any customer contacts can also be stored in
the system. The rationale behind this approach is to
improve services provided directly to customers and
to use the information in the system for targeted
marketing and sales purposes.
Purpose
Put together smart, detailed business strategy and customer
relationship management (CRM) software can help you develop,
find, and reward your top customers.

 To improve the relationship that a company has with its

customers.
 To increase profits and become more competitive in the market.
 CRM software can help businesses learn which customers
produce the most profit, not just the most revenue.

 CRM helps to reward their Customer’s loyalty.

 CRM also can help maximize per-customer profits by
showing how to reduce the cost of sales to that
Customer.
Product Function

• Marketing Automation (Selling of Vas features)

• Product Database

• Customer tracking

• Customer History

• Bill Presentation

• SLA Management (Service Level Agreements)

• Call Center Support

• Effectively managing the Customer service

A Note on Working …!

 CCE enter a User name & password and is eligible to

store and retrieve information through CRM.
 CCE can feed a new customer account and view the
details in the same page.
 Bill Input page is used to generate the bill of new
customer and view the details in the same page.
 In that particular page bill amount can also be
calculated.
 Separate pages are made for viewing the Customer
Details and Bill Details of all the customer.
 A Cce agent may require many information as being a
customer care Executive and solving the problems
and requests made by Customer
 eg : Mobile no, Accno, Plan opted, Address, out. Bill
and payment to be made etc.
All this are provided in Customer care Support page.
Tools Used
Image Designing : Adobe PhotoShop, Ms Paint

Flash Designing : Flash Banner

Flash Extractor : Sothink SWF Decompiler

Menu Developer : Sothink DHTML Menu

Hardware Requirements
Processor
• Minimum: 733 MHz Pentium
• Recommended: 1 GHz or higher

Memory
• Minimum: 256 MB (Live websites) and 128 MB (development
purposes)
• Recommended: 512 MB or higher

Disk
• Minimum: 50 MB
• Recommended: Depends on number and size stores and web pages.
Software Requirements
 Java Language with JSP(Java Server
Pages)
 Jcreator Pro
 MySQL Query Browser
 MySQL Administrator
 MySQL server
 Apache Tomcat Server 6.0
CRM Model
Web Pages Overview
In CRM we have used following web pages,
 Home page for Login
 Main Page
 Customer Detail page for storing and retrieving
information of individual customers.
 To view details of all customers of organization at once.
 To view details of all products which are made available
to the customers.
 Bill Detail page for storing and retrieving information of
individual customers.
 To view details of all customer’s bill at once.
 A page is provided to support all requirements
needed by Customer Care Executive ( CCE) at Call
center.
 Offer Letter provided to the existing customers for
promoting the product and increasing sales by
launching new schemes.
 Registering complains of the customers with
complete detail and available solution.
 Salesman performance report generation.
 Creation, updation and deletion facility (all data
manipulation handled by the administrator).
 Registering users to provide administrator rights by
the CCE.
Database
 Tables In CRM Database:

 Product Master
 Customer Master
 Salesman Master
 Bill
 Complain
 Offer Letter
 Salesman Performance
 User Master
 Target Master
ER Diagram
Administrative Task Overview
Few More Words About Scope of
CRM According to Business Point of
View….
CRM gives customer service team a quick way to help
the customers. This is very important so that the
customer get satisfy by not just product but also with
the service. These CRM functionalities help make any
CRM strong. All of these modules must be integrated
to make the system strong.