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CRM Customer Relationship Management 1 Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring 20104/11/2015.

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Presentation on theme: "CRM Customer Relationship Management 1 Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring 20104/11/2015."— Presentation transcript:

1 CRM Customer Relationship Management 1 Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring 20104/11/2015

2 Outline Definition Variations Features Top CRM Software SugarCRM Demonstration Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

3 CRM Customer Relationship Management (CRM) is the method that companies use to interact with customers in order to better understand the customer needs. CRM is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. CRM software collects information which might be used for promotion, and surveys. 3 Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring 20104/11/2015

4 Different Variations of CRM Simple CRM Analytical CRM Operational CRM Collaborate CRM Sales Intelligence CRM Campaign Management Consumer Relationship CRM Social CRM 4 Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring 20104/11/2015

5 Features of CRM Marketing Customer Data and Segmentation Marketing Campaign Organization Reporting Marketing Tools 5 Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring 20104/11/2015

6 Features of CRM Sales Increase Sales Organize Sales Works Understand Customer Needs Better Relations With Customers Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

7 Features of CRM Service for Customers Contact and Contract Management Schedule for Customer Service Service Organization Between Departments Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

8 Top CRM Software On-Demand CRM Rather than installing CRM software at your place of business, CRM on demand software is a Software as a Service (SaaS) product. This means that another party, who manages and maintains the software for you, hosts the CRM software. Aplicor Entellium Microsoft Live CRM RightNow Salesforce.com Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

9 Top CRM Software On Premise CRM On-premise CRM, also known as licensed, on-site, or in-house CRM, is a customer relationship management application that is housed at a client’s location, and managed by its own employees. It gives you complete control over your entire customer relationship management environment. Microsoft CRM Consona Onyx CDC Pivotal SAP Oracle's Siebel Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

10 Top CRM Software Open Source CRM Open source CRM is any type of program that deals with Customer Relationship Management and is able to be changed by any user or software developer because the source code is made public. Anteil Compiere Daffodil Vtiger SugarCRM Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

11 SugarCRM Founded in April ,500 Customers in 30 countries Over 500,000 users in 75 languages on 60,000 systems 115,000 Community members 150 Partners on five continents Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

12 SugarCRM Editions Sugar Professional - Advanced CRM for small and medium-sized businesses Sugar Enterprise - CRM for the most demanding business Pricing Sugar Professional - $360/user/year Sugar Enterprise - $600/user/year Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

13 SugarCRM - Editions 4/11/2015Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring

14 SugarCRM Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

15 SugarCRM - Features Reports Sales Trends Marketing Analytics Case Reports Dashboards Customer Profiles Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

16 SugarCRM - Features Marketing Automation Multi-Channel Campaigns Campaign Wizard Marketing Web-to-Lead Forms Lead Management Marketing Analytics Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

17 SugarCRM - Features Sales Force Automation Opportunity Management Contact Management Account Management Forecasting Quotes & Contracts Mobile Solutions Dashboards Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

18 SugarCRM – Features Customer Support Case Management Inbound Knowledgebase Buy Tracking Self – Service Portal Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015

19 References Yapar & Vatandost - Dr. Deniz Aksen Mgis. 301 _Spring /11/2015


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