1. Presented by: Jennifer Luu Isidro Gonzalez Blanca Y. Vázquez May 30, 2007 www.brotecs.com/products/image/crm_04.jpg

2. Definition “CRM programs help a company manage all aspects of customer encounters, including marketing and advertising, sales, customer service after the sale, and programs to help keep and retain loyal customers.” J (Stair & Reynolds, p. 51) www.icongmbh.de/images/grafiken/crm.jpg

3. CRM Software Made up of both business management and automation of the front-office (sales and marketing) divisions of an organization Meant to address the needs of divisions within an organization and to allow them to share data on prospects, customers, partners, competitors and employees The purpose of CRM software is to manage the customer through the entire lifecycle; i.e., from prospect to qualified opportunity to order. Automates many of the needs of the front-office and provides a standard framework for pushing leads through a sales pipeline and managing it J

4. Why is CRM Needed? Can help a company collect: Customer data Contact customers Educate customers on new products Actively sell products to existing and new customers Can be used to get customer feedback to help design new products and services J

5. CRM and IT Thinking about CRM in primarily technical terms is a mistake. Better: CRM is a strategic process to better understand customers’ needs and how to meet those needs and enhance your bottom line. Depends on integrating lots of information about customers and market trends. I

6. CRM and IT example I www.amigolog.com/Amigolog-CRM-Overview-En.jpg

7. CRM and GIS GIS technology becoming more commonplace in daily operations Company advantage Growth in consumer and enterprise uses of geographic Information Systems (GIS) Technology Mapping GIS growth GIS and the business ---Truck companies I

8. CRM and GIS (cont.) Microsoft MapPoint I http://www.microsoft.com

9. CRM Implementation Focus on customer needs Start with a pilot program Include a scaleable framework Think carefully about the company Measure your data Think what kind of data to collect and store I

10. CRM Costs Depends on the application Hosted sales application $65 to $150/Mo Sophisticated functionally and greater support (Several thousands of dollars even millions) Companies buy different packages or a single, integrated package email marketing and sales force automation other companies can buy the integrated package data base, applications for marketing, sales, and customer service and support I

11. Keys to Successful CRM Software Help identify and target, manage, and generate Assist to improve sales, account, and management Allow the formation towards customization Provide employees with the information and processes needed High functionality System reliability Management information Value for money J

12. Sugar CRM World's leading provider of commercial open source CRM Founded: April 2004 Employees: 90 easily adaptable allows companies to more easily customize and integrate business processes J www.ursochappell.com/identity/sugarcrm-s.jpg

13. Sugar CRM (cont.) Offers many options on-demand solutions- For companies who are comfortable with housing their customer information outside of their firewall and who do not have an IT staff to manage their CRM system More Secure Transparent Flexible on-premise solutions- for customers who would like to have their CRM information managed by IT managers behind their firewalls Freedom/Openness Value Speed Support SugarCube- for companies who view their customer information as too valuable to entrust to a third-party vendor but only have limited IT expertise Fast Deployment Secure Data with Less IT Resources J www.ursochappell.com/identity/sugarcrm-s.jpg

14. Siebel (Oracle) Bought by Oracle No.1 company in CRM Features Comprehensive CRM software solution Lower total cost of ownership Superior service solutions J www.oracle.com/.../oracle_certasso_clr_rgb.jpg

15. Siebel (cont.) Siebel On-demand Benefits and Features Complete and comprehensive Superior usability Performance and Scalability Industry-specific functionality Embedded contact center Easy customization, integration, and expansion Prebuilt integration to Oracle back-office applications Low, predictable costs Global Austin Data Center Safe and Secure 24x7 Availability J

16. Conclusion “As a rule, the further an industry is away from the end customer, the less important CRM is. “ -Thomas Wilgum J www.acentre.com/graphics/comic_lg_crm.gif

17. QUESTIONS?!?! J www.pavone.com/.../3966/$File/grfx-crm-x3.jpg

18. Sources http://www.cio.com/article/40295/AB C_An_Introduction_to_CRM/2 http://www.cio.com/article/40295/AB C_An_Introduction_to_CRM/2 http://www.oricle.com http://www.sugarcrm.com http://images.google.com/imghp?svn um=10&um=1&hl=en&client=firefox- a&rls=org.mozilla:en- US:official&btnG=Search+Images http://images.google.com/imghp?svn um=10&um=1&hl=en&client=firefox- a&rls=org.mozilla:en- US:official&btnG=Search+Images http://www.microsoft.com J