1. Customer Relationship Management (CRM) Systems E CRM

2. Outline CRM and CRM System Phases Applications CRM Software Capabilities Aspects of CRM Market Segments Business Value Performance Metrics Success Stories Challenges CRM, ERP, and SCM Systems Integration

3. CRM Used to maximize the benefits of a company’s customer assets. Used as a technology and business discipline. Seeks to optimize revenue, profitability, customer satisfaction, and customer retention.

4. CRM system – provides integrated approach to all aspects of company-customer interaction Marketing Sales Support / Service CRM System

5. CRM Phases 1. Technology 2. Integration 3. Process 4. Customer-driven

6. CRM Applications Partner relationship management (PRM) Employee relationship management (ERM)

7. CRM Software Capabilities Sales force automation (SFA) Customer service Marketing

8. CRM Software Capabilities Example (Laudon and Laudon 2006) Customer Data Sales Account Mgmt Lead Mgmt Order Mgmt Sales Planning Field Sales Sales Analytics Marketing Campaign Mgmt Channel Promotions Mgmt Events Mgmt Market Planning Marketing Operations Marketing Analytics Service Service Delivery Customer Satisfaction Mgmt Returns Mgmt Service Planning Call Center & Help Desk Service Analytics

9. Aspects of CRM Operational CRM Includes customer-facing applications Analytical CRM Includes applications that analyze customer data generated by operational CRM applications

10. Operational CRMAnalytical CRM Campaign mgmtDevelop customer segmentation strategies E-marketingDevelop customer profiles Account and contact mgmtAnalyze customer profitability Lead mgmtAnalyze product profitability TelemarketingIdentify cross-selling/up-selling opportunities TelesellingSelect the best marketing, service, and sales channels for each customer group E-sellingIdentify trends in sales cycle length, win rate, and average deal size Field salesAnalyze service resolution times, service levels based on communication channel, and service activity by product line and account Field service dispatchAnalyze leads generated and conversion rates Customer care and help desk Analyze sales representative and customer service representative productivity Contract mgmtIdentify churn problems Operational vs. Analytical CRM Examples (Laudon and Laudon 2006)

11. Analytical CRM Data Warehouse Channels Call center Web site Wireless Field sales Direct mail E-mail Retail store Partner Other sources Legacy systems Demographic data Third-party data Marketing campaign data Customer Data Customer data warehouse OLAP Data mining Other data analysis tools Profitable customers Market segments Customer profiles Churn rates (Laudon and Laudon 2006)

12. Traditional out-of-the-box CRM Traditional CRM with templates for specific vertical industries Traditional out-of-the-box CRM with application development hooks Industry-specific vertical CRM packages Custom solutions from vertical systems integrators CRM Market Segments

13. CRM Systems Business Value Increased customer satisfaction Reduced direct marketing costs More effective marketing Lower costs for customer acquisition and retention Increased sales revenue Reduced churn rate

14. CRM Performance Metrics Cost per lead Cost per sale Number of repeat customers Reduction of churn Sales closing rate Customer lifetime value (CLTV)

15. Cost Cutters and Revenue Enhancers from a CRM System Cost Cutters Decrease cost of sales More time to sell; less time on administration Decrease cost of service Cost per service interaction Transition to more self- service Revenue Enhancers Increase sales effectiveness Add new customers at a higher rate Offer new products/services Provide a better customer experience Increase revenue per customer Sell more of current products/services Improve customer retention Haag et al. 2005

16. CRM Success Stories Best Buy Launched a “customer-centricity” effort Trained store-level employees to recognize five types of highly valued customers American Cancer Society Used CRM system to better target members in its donor base

17. CRM System Challenges Broad company goals Generic strategies Software-centric implementations

18. Integrating CRM with ERP and SCM Systems CRM’s goal: to find the best customers and concentrate efforts on serving them better CRM and ERP integration CRM and SCM integration

19. References Greenberg, P. (2002). CRM: Capturing and Keeping Customers in Internet Real Time at the Speed of Light, 2 nd edition, McGraw-Hill Companies, Berkeley, California. Haag, S., Cummings, M. and McCubbrey, D.J. (2005). Management Information Systems for the Information Age, 5 th edition, McGraw-Hill Companies, Inc., New York. Harris, R. (2003). “What is a Customer Relationship Management (CRM) System,” Darwinmag, http://www.darwinmag.com/read/120103/question65.html [accessed: 19 October 2005]. http://www.darwinmag.com/read/120103/question65.html Huang, A., Yen, D.C., Chou, D.C. and Xu, Y. (2003). “Corporate applications integration: challenges, opportunities, and implementation strategies,” Journal of Business and Management (9:2), Spring, pp. 137-150. Laudon, K.C. and Laudon, J.P. (2006). Management Information Systems: Managing the Digital Firm, Pearson Education, Inc., Upper Saddle River, New Jersey. Martin, E.W., Brown, C.V., DeHayes, D.W., Hoffer, J.A. and Perkins, W.C. (2005). Managing Information Technology, 5 th edition, Pearson Education, Inc., Upper Saddle River, New Jersey.

20. McNurlin, B.C. and Sprague, Jr., R.H. (2006). Information Systems Management in Practice, 7 th edition, Pearson Education, Inc., Upper Saddle River, New Jersey. Motiwalla, L.F. and Thompson, J. (2009). Enterprise Systems for Management, Pearson Education, Inc., Upper Saddle River, New Jersey. Peppers, D. and Rogers, M. (2005). “Best Buy Counts Customers,” CIO Magazine, July, http://www.cio.com/archive/070105/circuit_sidebar_three.html [accessed: 19 October 2005]. http://www.cio.com/archive/070105/circuit_sidebar_three.html Rigby, D.K. and Ledingham, D. (2004). “CRM done right,” Harvard Business Review, pp. 118-129. Ross, D.F. (2005). “E-CRM from a supply chain management perspective,” Information Systems Management, Winter, pp. 37-44. Wailgum, T. (2007). “CRM Definition and Solutions,” http://www.cio.com/article/print/40295 [accessed: 13 September 2010]. http://www.cio.com/article/print/40295 References