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Customer Relationship Management: Topic
Customer Relationship Management: Topic
RELATIONSHIP
MANAGEMENT
TOPIC :
PRESENTED BY:
Ankit singh
Shalu
B.FTECH SEM- VI
Customer Relationship Management
Definition
Value ( $ )
ship
la tion
Re
o f the
Value Duration of Customer Relationship
The
Who Do we target What is the best channel for How can we improve How many products does our
What segments are most each segment retention average customer buy
profitable What is the acquisition cost for What is our average How can we induce our
What segments match our Value a channel / segment customer relationship length current base to buy more
Proposition Do certain channels deliver How can we hold customer products
What is the best segmentation certain types of customers for as long as possible Who are the prime targets for
strategy for us / our industry Cost effective acquisition What is the most cost expansion
effective method of retention What is the cost of expansion
Customer
Customer Relationship
Relationship Management
Management can
can be
be simply
simply defined
defined as
as everything
everything involved
involved with
with
managing
managing the
the customer
customer relationship.
relationship.
Why CRM?
It costs six times more to sell to new customer
than to sell to an existing one.
A typical dissatisfied customer will tell 8-10
people
By increasing the customer retention rate by 5%,
profits could increase by by 85%
Odds of selling to new customers = 15%, as
compared to those for existing customers (50%)
70% of the complaining customers will remain
loyal if problem is solved
90% of companies do not have the sales and
service integration to support e-commerce
Evolution Of Information
Requirements
Field Personnel
Are we taking a holistic
Customer Relationship approach to our customers
Agents/Distributors
Structure across processes and
channels?
Call Center
Retail
The
The customer
customer value
value analysis
analysis should
should be
be performed
performed for
for each
each segment
segment individually.
individually. The
The
perceived
perceived importance
importance of
of price
price and
and service
service drivers
drivers can
can differ
differ significantly
significantly by
by segment.
segment.
Customer Relationship Management Process
Capture
Capture Customer
Customer Data
Data
and and Measure
Measure
Results
Results
Capture Customer
The
DataCustomer
and Measure
Results Store Data, Mine
Capture Customer
and Make
The CRM Data and Measure
Information
Results
Accessible
Dynamic
Take Action
Capture to
Customer
Enrich the Customer
Data and Measure
Relationship
Results Capture
Build and Customer
Manage
Data and Measure
Customer Value
Results
Customer Touch
EIS Segmentation Call Centres
Point Integration
External
Data Cleansing Data Mining e-Business
Databases
Statistical
MetaData Modeling
Organization
People
The
The building
building blocks
blocks of
of CRM
CRM are
are the
the things
things that
that need
need to
to be
be in
in place
place for
for an
an effective
effective Customer
Customer
Relationship management program
Relationship management program
CRM SERVICE PROVIDER
Oracle At-a-Glance
Globally
#1 in Database
#1 in Supply Chain Mgmt
#1 in Customer Relationship
Mgmt
#1 in Human Capital Mgmt
#1 in Industries
- Retail
275,000 total customers 17,700 partners - Communications
220,000 database 56,000
- Public Sector
customers employees
30,000 applications 14,000 - Professional Services
customers developers - Financial Services
30,000 middleware 7,000 support
customers staf
About Oracle CRM
Oracle CRMiscustomer relationship
managementdelivered byOracle
Corporation.
Oracle CRM is divided into a number of
diferent product lines.
Oracle entered the CRM market following its
acquisition ofSiebel Systemsin September
2005 and later acquired Up-Shot CRM which
ofered a more robust user interface than
the legacy Siebel On Demand product.
ORACLE CRM: A Competitive
Advantage
Oracle ofers a complete and integratedCRM solution that breaks
down silos to deliver a seamless customer experience
acrossmarketing,sales,commerce,service,social, andconfigure,
price, and quote (CPQ). Whether deployed modularly to tackle
specific business challenges or deployed as a comprehensive
solution, Oracle's CRM approach enables your company to:
Provide cross-channel, consistent customer experiences using pre-
built business processes that span silos
Integrate CRM with enterprise applications, providing connections
throughout the buyer's journey and making operations more
efficient
Leverage industry-specific best practices for competitive advantage
and lower TCO
Learn more about Oracle's integrated solutions that take CRM to a
whole new level.
DIFFERENT ORACLE CRM
PRODUCTS
Siebel 8.1.1- Latest
Oracle CRM On Demand SaaS
service
Oracle CRM On Premise
Oracle Social CRM
Oracle PeopleSoft
Siebel 8.1.1
Siebel CRM Systems, Inc.was asoftwarecompany principally
engaged in the design, development, marketing, and support
ofcustomer relationship management(CRM) applications. The
company was founded byThomas Siebel andPatricia Housein
1993.
On September 12, 2005,Oracle Corporationannounced it had
agreed to buy Siebel Systems for $5.8 billion.Siebelis now a
brand name owned by Oracle Corporation.
Oracle's Siebel Customer Relationship Management (CRM), the
world's most complete CRM solution, helps organizations achieve
maximum top- and bottom-line growth and deliver great customer
experiences across all channels, touchpoints, and devices.
Oracle's Siebel CRM Technology provides the server framework to
support Siebel Applications. It delivers solutions for: Development,
Diagnostic, Integration, Productivity, and Mobile services.
Oracle CRM On Demand SaaS
service
Automotive
Consumer Goods
Industrial Manufacturing
Life Sciences
Media and Entertainment
Travel and Transportation
Communications
Financial Services
Healthcare
High Technology
Public Sector
Retail
Utilities.
Oracle Siebel modules
Sales
Ofers and Orders
Pricing Management
Marketing and Loyalty Systems
Customer Service
Self Service and e-invoicing
Partners Management
SALES
Offers and Orders
Marketing and Loyalty Systems
Customer Service
Self Service and e-invoicing