Definitions of CRM

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Definitions of CRM

• Customers Entities with whom exchange value.
• (suppliers, employees, external
  customers)
• Relationship A connection or an association
• Management Skills in managing, executive
  ability, managing
• the relationship.

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Definitions contd

• And therefore CRM is a business strategy to
  select manage the
• Most Valuable Customer Relationships.It helps to
  understand,
• anticipate, manage and personalize an
  organizations current
• and potential customers.
• CRM is a business strategy designed to optimize
  profitability,
• revenues and customer satisfaction.
• 
  - Gartner

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What is CRM?

• Organizations perspective
• Acquire and Retain
• Understand and Differentiate
• Develop and Customize
• Interact and Deliver
• Customers perspective
• Organization knows me better
• Friendly and personalized service
• anytime every time
• CRM is a strategy.Technology is the enabler

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Why do we need CRM?What benefits does it
provide?Will it help me boost sales?

• The answers to the above questions and many more
  are just waiting to be answered in the
• following slides

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Benefits of CRM
Winning back a customer can cost upto 50-100
times as much as keeping a current customer
satisfied
-Rob
Yanker, Partner Mckinsey Co As per Gartner,
acquiring a new customer costs as much as 5 times
more than retaining an existing one i.e it is
280 spent to find a new customer vs 57 to keep
an existing one
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It has been proven that up to 80 of support
issues have been encountered already and if that
information is saved you can quickly and
accurately answer the question. If you can
answer your customers question on that first
call, the confidence your customer has in your
company increasestremendously,thus improving
your relationship and improving customer
retention

• A good CRM suite captures all the information
  pertaining to a
• particular customer from every interaction that
  he/she has with
• the company and stores them in a centralized
  database and
• facilitates easy access

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• Reasons why customers leave
• Move or die- 4
• Other company friendship- 5
• Competition- 9
• Product dissatisfaction- 9
• No customer contact strategy- 67
• CRM ensures the creation of multiple touch
  points which will enable
• constant interaction with the customers

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Top three benefits that CRM would provide your
organization
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Improvement in the three key functional areas
due to adopting CRM
CRM integrates these three functions thereby
providing a 360 degree view of the customer
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CRMOne of the most popular management tool used
by executives

• A survey by Bain Company
• shows that CRM is used by 75
• of the corporations.
• Also 66 of them said that insufficient
  customer insight is hurting their performance
  and
• hence going for CRM solutions.

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Satisfaction levels of existing CRM Users

• A recent survey on end users conducted by the
  PMP Group,
• UK which regularly carries out research on IT
  Marketing tools found out that 56 of the
  respondents had successful benefits out of their
  CRM applications

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Major drivers for CRM

• As per PMPs survey Improving customer
  satisfaction levels and Retaining existing
  customers are
• the major motivation factors for implementing CRM
  applications

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Benefits contd

• Develop better communication channels
• Collect vital data like customer details other
  histories
• Create detailed profiles such as customer
  preferences
• Deliver instant company wide access to customer
  histories
• Identify new selling opportunities

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How does this transform into ROI?

• Reductions in operating costs
• A higher percentage of cross selling
• More success in attracting new customers and
  closing deals faster
• Simplification of marketing sales process
• Better customer service
• CRM is a journeynot a destination

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ROIWhat the existing customers say about it

• As per IDC, 58 of the companies surveyed
  experienced payback in
• one year or less and 34 between 1-3 years.
• The focus has to be on looking at the real
  business issues that are behind CRM rather than
  only
• the technology itself.

Source IDC
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About Protonweb Solutions

• Certified CMMi level 5 company
• Currently being assessed for PCMMi level 3
• Head quartered in Chennai, India. Have offices in
  New York,
• Michigan and Singapore. Development center in
  Chennai and
• Bangalore, India.
• Fortune 500 clients from various verticals like
  information technology,
• training, technology, communications, healthcare
  and many more.
• One of the fastest growing IT company in India

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Protonweb believes in building partnerships for
enterprise success. Insights meet future proof
solutions. Fresh perspectives meet pragmatic
ideas,and they synthesize to take business
processes to new levels of productivity and
profitability. Creating wealth for the enterprise
through holistic relationship strategies that
are ably complemented by technology
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Our Core Values

• Knowledge and its application
• Relationship and its enhancement
• Change and its management
• Time and its worthiness
• Need and its divergence
• Service and its indulgence
• Strategy and its uniqueness

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Our offerings

• Product development distribution
• Cradle i CRM Products
• Sales force automation
• Marketing automation
• Customer service
• Analytics
• Call center solutions
• CTI
• Workflow management tools
• Enterprise Products
• Accounting
• HRM
• Workflow configuration
• Health care and medical
• informatics

• Business Process Outsourcing
• IT Project development
• CRM sales and service
• Marketing communication services
• Database management services
• IT managed services
• Finance and accounting services
• Transaction processing
• Human Resource management

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The Protonweb Advantage

• End-to-end solutions and complete ownership of
  processes
• and technologies
• Custom Fit to your business processes
• Significant cost savings, improved process
  management and
• enhanced profits
• Speedy Deployment
• SEI-CMM Level 5 certification
• Robust and proven processes and services delivery
  
• Strong domain and industry knowledge

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CMMi Level 5an overview

• Worlds leading software engineering
  standard-delivered by
• Software Engineering Institute of Carnegie Melon
  University, USA.
• Provides an integrated approach across the
  enterprise
• Improves processes
• Reduces redundancies, complexities and cost
  resulting from
• the use of separate and multiple capability
  maturity models

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Benefits of CMMi Level 5

• More explicitly link management and engineering
  activities to business objectives
• Expand the scope of and visibility into the
  product life cycle and
• engineering activities to ensure that the
  product or service meets
• customer expectations
• Incorporate lessons learned from additional areas
  of best practice
• (e.g., measurement, risk management, and
  supplier management)
• Implement more robust high-maturity practices
• Address additional organizational functions
  critical to its products
• and services
• More fully comply with relevant ISO standards

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Cradle inatively integrating enterprise-wide CRM

• The Cradle i Suite comprises a range of
  enterprise CRM solutions that helps you build
  long-lasting and meaningful relationships with
  all your audiences - customers, employees and
  partners. Making every interaction count and
  every transaction profitable. Cradle i CRM is a
  flexible, cost-economical, yet comprehensive
  suite of CRM solutions available to medium and
  large enterprises. It is designed to custom fit
  the unique CRM needs of each enterprise, with the
  aim of strengthening the enterprise's competitive
  advantage and edge over its competitors.

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• Cradle i is not just a CRM solution but also an
  Enterprise Relationship Management tool helping
  you to build long lasting, mutually beneficial
  relationship with all your audiences i.e.
  suppliers, employees customers.

Cradle i CRM solutions cater to a wide range of
general and vertical industries such as beauty,
medical, healthcare, telecom, education,
government and even not-for-profit enterprises
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Modules of Cradle i

Create and manage your Enterprise Knowledge
content
Improve supply chain efficiency
Maintain a personal touch with your customers
Create, edit and manage customer campaigns
Faster problem resolution, optimized field
service resources and reduced operation costs
Automate Email communication for more accurate
and timely response
Faster response, lower servicing costs and more
profitable service contracts.
Access to critical business and customer
information
integration of computer and telephony
Maximize sales opportunities, optimize sales
efforts and drive sales results.
Assist customers through external Web sites or
employees on intranets
Automate marketing campaigns for maximum returns
on your marketing dollars
Enhanced decision making through customized
reports
Know more about your customers with advanced
business performance metrics
Easy integration of databases for maximized
impact
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Technical Architecture of Cradle i

• Heart of the system is a component based
  distributed computing technology built on n-tier
  architecture.
• The n-tier architecture divides the system into
  functional layers.
• Each layer is supported by multiple hardware,
  software browser based interfaces, which
  optimize system performance.
• Platform independent application server.
• It also supports multiple databases like Oracle,
  DB2, MS SQL, Sybase Informix.

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Key advantages of Cradle i

• Enterprise wide capabilities
• Fast to deploy (3-4 months)
• Cost economical and Affordable
• Multiple platform support (Unix, Win and Linux)
  
• Web based (.NET, JAVA and ASP) and Client Server
• Modules are huge enough to be independently
  implemented no need for base module
• Flexible licensing structure

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Benefits of Cradle i CRM
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Transforming these benefits into positive ROI
for you

• Improves sales, service and marketing processes
  through
• intelligent automation
• Information sharing and knowledge mining
• Enhances reporting capabilities
• Frontline representatives become more sensitive
  and
• responsive to customer requests thereby
  improving customer
• service
• Creates multiple channels of access to interact
  with
• customers
• Enhances decision making

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Transforming these benefits into positive ROI
for you contd..

• Increases customer loyalty which leads to
• Acquisition costs reduced
• Loss of revenue mitigated
• Reduced cost to serve loyal customers
• Encourages customer spending consolidation
• Greater Efficiency
• Shorter sales cycles
• Improved lead qualification
• Improved sales utilization
• Shorter problem resolution times
• Reduced escalation costs

• Increased Revenues
• Greater sales conversion rates
• Referral marketing benefits
• Value proposition enhancement
• Brand extension and enhancement
• Added pay services through the system
• Reduced costs
• Reduced training cycles and resources
• Reduced costs of internal error
• Hiring flexibility
• Greater employee retention

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CRM Framework
Source Leap Thought
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Cradle i implementation-7 Ds approach
Define
Design
Document
Develop
Deliver
Demonstrate
Direct

• Analyse and
• recommend how
• business process
• can be further
• improved by the
• design.

• Define the current
• business process
• Define business
• direction goals
• Define user specific
• requirements
• Define project
• timelines, roles
• responsibilities

• Cradle i modules
• and database
• configuration based
• on business
• process and end
• user customization.
• Parallel development
• of customized needs.
• Testing of customization.

• Cradle i training
• specialists conduct
• comprehensive end
• user training for all
• levels of end users.
• User manual and
• system documentation
• are given.

• Detailed system
• specification and end user
• customization are
• documented and
• confirmed.

• A Copy of the
• software is Installed
• onsite for user
• familiarization
• and development
• testing.

• Upon successful
• testing, Cradle i
• installed in
• production
• environment for
• system rollout.
• Data verification
• tests for migrated
• database is
• carried out
• concurrently

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• Cradle i the perfect Relationship Business
  solution for the modern enterprise.It ensures
  that your Sales, Marketing and Customer Service
  departments seamlessly integrate, manage and
  distribute data efficiently.
• Master the art of managing relationships, after
  all isn't it what business is all about.

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Thank You