CUSTOMER

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

Targeting Acquisition Retention Expansion

Who Do we target
What segments are most
profitable
What segments match our Value
Proposition
What is the best segmentation
strategy for us / our industry
What is the best channel for
each segment
What is the acquisition cost for
a channel / segment
Do certain channels deliver
certain types of customers
Cost effective acquisition
How can we improve
retention
What is our average
customer relationship length
How can we hold customer
for as long as possible
What is the most cost
effective method of retention
How many products does our
average customer buy
How can we induce our
current base to buy more
products
Who are the prime targets for
expansion
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

Materials requirements planning

(MRP)

Manufacturing resource planning

(MRP II)

Enterprise resource planning

(ERP)

Supply chain management

(SCM)

Customer relationship management

 Importance of CRM
Scope Depth
Customer Management Process Threads
Marketing Selling Servicing
Are we making the right level
Customer Relationship and type of marketing, sales,
and service investments in
Customer Interaction Channels

Broadcast Strategies each of our customer

segments?
Mail

Field Personnel
Are we taking a holistic
Customer Relationship approach to our customers
Agents/Distributors
Structure across processes and
channels?
Call Center

Retail

Internet Customer Relationship Have we implemented best

practices and technology in
Performance process/channel?

Back Office Process/Systems

 The Benefits of Customer
Relationship Management
In addition to LTV of the customer, likelihood
to recommend is another important benefit
of CRM. High Ownership of Problems

Impact on Service Quality

Available at
Convenient Times Know. Product/Svcs.
Resolution Time
Likelihood to
Acquisition Retention Lift/upsell
Recommend
Courteous
Easy to Reach
Access to
# of Rings Live Agents Right Tel. #
Low Know. About Account
Low Current Performance High
Total Perceived
Value

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

The building blocks of CRM allow an organization to manage this

cycle and use the knowledge on customers to enhance the Life
Time value of the customer portfolio.
No organization has perfect information on its customers.
Knowledge of customers is continuously enhanced through the CRM
dynamic.
Customer
Customer Relationship
Relationship Management
Management is
is aa ongoing,
ongoing, dynamic
dynamic learning
learning process
process for
for an
an organization
organization
 The Building Blocks of CRM
Data Data Knowledge Enabling
Capture Warehousing Management Technologies

Customer Touch
EIS Segmentation Call Centres
Point Integration

Market Customer Sales Process

OLAP
Research Profitability Automation

External
Data Cleansing Data Mining e-Business
Databases

Statistical
MetaData Modeling

Organization

People

Deployment and Support

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

Oracle on demand applications ofer industry-leading hosting,

award-winning security, and the power and scalability of Oracle
Database solutions. That leaves you free to concentrate on your
business and customers, while Oracle works behind the scenes
to ensure that your data is safe, and your applications are
available any time anywhere.
Features
Safe and Secure
The Oracle CRM On Demand infrastructure provides the
security, performance, and reliability that typically only
Fortune 500 companies can aford.
Performance and Scalability
The hosting infrastructure for Oracle CRM On Demand is
designed to deliver peak performance regardless of usage.
 24x7 Availability
The Oracle CRM On Demand infrastructure ofers high
bandwidth access and built-in redundancy to support the
highest level of application uptime.
Oracle CRM On Demand: Unlocking
Customer Value
Brought to you by the No. 1 company in CRM, Oracle CRM
On Demand gives you the power to break down
departmental silos and gain a 360-degree view of your
customers.
 Oracle CRM On Premise

Oracle CRM On Premise is a traditional on-premise

deployment where the customer is required to buy or
lease infrastructure, including hardware, operating
systems and databases, and install a packaged system
in its data centre.
Forrester Research estimates that on-premise solutions
still make up about 90 percent of CRM sales.
On-premise solutions are most suitable for organisations
that need complete ownership and control over the
deployment and maintenance of their CRM application
and infrastructure.
They are also most suitable for integration with
operational and legacy applications.
 Oracle Social CRM

Oracle Social CRM was released in 2008 and combines

traditional enterprise CRM capabilities withsocial
networkingandWeb 2.0technologies.
The applications are designed to reflect the way sales
people work by helping them identify qualified leads,
develop sales campaigns and collaborate with colleagues
to close more deals.
Other Social CRM Applications include Oracle Sales
Prospector, Sales Campaigns and Sales Library.
These applications are designed to work with any CRM
applications, not just those from Oracle.
These applications are provided using SaaS and paid for
by a monthly subscription.
 Oracle PeopleSoft
Oracle's PeopleSoft applications are designed to address the
most complex business requirements.
They provide comprehensive business and industry solutions,
enabling organizations to increase productivity, accelerate
business performance, and provide a lower cost of ownership.
PeopleSoftEnterprise Customer Relationship Management is a
family of applications in Oracle's PeopleSoft Enterprise product
suite.
PeopleSoft solutions are tailored to fit industry business
processes, customer strategies, and success criteria for
organisations.
PeopleSoft merged with Oracle in 2005 and integrated product
lines under the Oracle PeopleSoft name.
 Oracle Siebel CRM
(engaged in following market verticals)

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