Information Systems in Organizations 4 Information Systems in Organizations 4.2 Customer Relationship Management Systems

Learn IT Assignment #5 : Digital Identity Management (part 2) Analyze the data collected by Google Analytics Report on key metrics Explain what you would do to influence traffic to your site Due in week 13

Why does my business need a CRM system? The process of CRM is conducted naturally by business. A formal CRM tool provides a central for the evolution of internal processes that ensure the business operates at optimum efficiency. CRM software is a tool that should provide the structure necessary to connect the majority of customer “ .” Every organization can take advantage of a CRM software solution in order to enhance their position. Reasons to invest in CRM software will vary depending on the specific needs, size and type of . every platform touch points strategic business

Just a System? CRM Strategy Processes Procedures http://info.sharepointcrmtemplate.com/blog-0/bid/106079/Why-does-my-business-need-a-CRM-system A CRM is a mix of strategic processes and procedures - the essence and foundation of how a business operates. Talk about how CRM software is a tool that should provide the structure necessary to connect the majority of customer “touch points”, and as such aid in discovering more about business trends and ultimately enabling teams to operate much more efficiently and effectively. Use this as a spring board to discuss how no matter what industry you might be in, CRM functionality is a necessary tool for success in today’s environment. Customers access companies through many channels and it is important to have a full profile of the customer for many reasons

? What kind of information is tracked in a CRM? How do companies use this data? Get students talking about what kinds of information is tracked in a CRM? contact information, purchase histories, Browsing habits ways and times they've interacted with your company (and reasons why), demographics, interests, personal preferences Customer Service issues You can then use this information to segment customers for marketing purposes or to easily search for customers who fit specific criteria or work with customers on issues Do students realize that CRMs can also track data about other parties you interact with and need for business? Vendors, contacts, partners, As with customer lists, these contacts can include all types of information and can be labeled and categorized based on their specific attributes.  - See more at: http://www.businessnewsdaily.com/7838-choosing-crm-software.html#sthash.nZ6vSKQ4.dpuf

CRM Processes Lead Generation Prospecting Lead Nurturing Conversion After Sales Support Reengagement

Full profile of the customer/lead Full information on what is happening, who is doing what, what needs to be done….

Benefits of a CRM Benefits of CRM Regardless of which type of CRM product your business chooses, they offer some of the same benefits, allowing you to do the following: Realize which customers produce the most profit. By analyzing buying behaviors and other customer data, your business can gain a better understanding of who are your best customers. You can differentiate between the customer who provide the highest profit margins and those that simply bring you the most revenue. You could use that information to provide them a better type or tier of customer service for better customers. Analyze buying patterns. More understanding of customer buying patterns can, again help you spot potential high-value customers so that you can make the most of your sales opportunities with those customers. Maximize per-customer profits. Data gleaned from CRM can help you lower the cost of selling to certain customers and help you increase profits from those customer interactions.

Choosing a CRM Software: 2015 Buyer’s Guide CRM software has evolved from a simple contact management system into a robust tool that lets your data all in one easily accessible solution. Benefits of using CRM software: Save time, Save money, Better marketing, Extra functionalities, and Help sales team reach their goals. As a whole, CRM software gives you and your sales teams all the tools necessary to grow your business in a hub with the least amount of work possible. CRM acts as an entire for all types of insights on customers. Pricing for CRM software for the most part, you can expect to pay on a , per-month basis operational email central database per-user

Evolution of CRM Customer Relationship Management Early Goal: help businesses build and maintain relationships with new and existing customers New Goal: manage sales, marketing, point-of-sale (POS), accounting, vendor and other types of operational data, all in one easily accessible solution http://www.businessnewsdaily.com/7838-choosing-crm-software.html

Evolution of CRM http://www.businessnewsdaily.com/7838-choosing-crm-software.html

In-Class Activity… CRM & Data planning

? So why can’t I just use my ERP to do this? We spent time talking about why companies need ERPs and what they do – spend some delineating between an ERP and a CRM so that students can understand the differences & nuances. http://www.crmswitch.com/crm-value/understanding-crm-erp/

CRM & ERP – What’s the difference? ERP and CRM are similar in many ways, as they are both used to increase the overall _____________ of a business. Where CRM is focused on the customer, ERP focuses on the . focuses on reducing overhead and cutting costs. CRM is often the best bet for a business’s first . ERP and CRM working together make it much easier for a business to increase profits while _______________. profitability business ERP investment reducing costs

CRM is defined as a software that lets the organization to trace every transaction with the clients and customers. ERP refers to a software program that helps the company to manage its business processes, going on across the company. ERP consolidates the information provided by various functional groups of the organization through systems like CRM, Supply Chain Management  (SCM), Human Resource Management (HRM) etc. ERP was developed earlier than CRM. The CRM is mainly utilized in conducting back office activities, whereas ERP is used in accomplishing back office activities. CRM is oriented towards the management of customer relationship with the enterprise while ERP is mainly concerned with planning the resources of the organization to ensure its best possible use. CRM focuses on increasing sales, but ERP gives emphasis on reducing costs. http://keydifferences.com/difference-between-crm-and-erp.html

CRM and ERP “Deciding which system is more important is like deciding between having an engine or having a steering wheel in a car. CRM is the engine that drives a business. It improves sales and increases profits. ERP is the steering wheel—it allows a business to be guided with precision, and to steer around obstacles well in advance. ERP and CRM working together make it much easier for a business to increase profits while reducing costs.” TOP LINE BOTTOM LINE

Key differences between CRM & ERP: The CRM is mainly utilized in back office activities. ERP is used in back office activities. CRM focuses on increasing , but ERP gives emphasis on reducing costs. ERP is mainly concerned with planning the of the organization to ensure its best possible use. CRM is defined as a software that lets the organization to trace every with the clients and customers. conducting accomplishing sales resources transaction

Software-as-a-service 18 Surprising CRM Statistics 15% of organizations have replaced all or most of their on premise customer service applications with solutions. Between 25 and 60% of CRM projects fail to meet . Sales reps saw increased by 15% when they had mobile access to CRM applications. CRM offers an average return of $5.60 for every $ spent. 91% of companies with more than 11 use a CRM system. Software-as-a-service expectations productivity 1 employees

By the numbers… Forecasts from Gartner anticipate that the customer relationship management market will be worth $36.4 billion worldwide by 2017. CRM offers an average return of $5.60 for every $1 spent Productivity increased by 15% when they had mobile access to CRM applications. 30% of marketers say having disparate data sources is a main reason why they can’t glean useful insights from customer data http://blog.getbase.com/18-surprising-crm-statistics Why? Discuss why these stats make sense – and what they mean! There are some other cool stats in this article – might be good to review

CRM dashboard dashboards overview of data Job-specific Customer All major enterprise CRM vendors offer of some type. CRM dashboards serve the same general purpose: to quickly provide a user, manager, or administrator with a quick related to a particular job function or department. Dashboards serve a valuable purpose in giving system users visibility into both overall system health and performance measurement. CRM dashboard functions: Sales, Marketing, and Support. dashboards overview of data Job-specific Customer

Dashboards The CRM dashboard – why is it important? Who is looking at it? Though the circumstances of their creation are typically far less dire than those of the HealthCare.gov website, CRM dashboards serve the same general purpose: to quickly provide a user, manager, or administrator with a quick overview of data related to a particular job function or department.

Why is this better than…. Pair with next slide to discuss why the dashboard is much easier than columns of data – especially for decision making

This?

CRM: Tracking Customer and Service Information In-Class Activity… CRM: Tracking Customer and Service Information