crm packages for NGOs project report

8/8/2019 crm packages for NGOs project report

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IdentifyingCRM packages for NGOs - a preliminary study"

TRAINING WORK

Training Based OnIdentifyingCRM packages for NGOs - a preliminary study"

SUBMITTED BY:

ANKUR SHARMA

UNDER THE GUIDANCE OF

Mr.JAGDISH MUTHARIA

(MENTOR-TERI, IT Manager)

DEPARTMENT OF COMPUTER SCIENCE ENGG.

DIT SCHOOL OF ENGINEERING

University Roll no. 0729110007

SEMESTER: - 7TH

2010-2011

TERI, New Delhi


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CERTIFICATE

This is to certify that the Project entitled

COMPUTER ENGINEERING

Was carried out by

Mr. ANKUR SHARMA

(ENTERIN, TERI)

In the partial fulfillment the requirement of award of degree of

BACHELOR OF TECHNOLOGY

(SESSION 2010-2011)

The degree of UPTU

University Roll no. 0729110007

During summer vacation training of year 2010

UNDER THE GUIDANCE OF: - Mr.JAGDISH MUTHARIA

Mr. JAGDISH MUTHARIA


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DECLARATION

I, ANKUR SHARMA, student of DIT SCHOOL OFENGINEERING pursuing Bachelor Of Technology (B.Tech)7th Semester, hereby declare that the project report

title Identifying CRM packages for NGOs - a preliminarystudy" is an original work carried out by me in TERI ,availing the guidance of my project guide Mr. JAGDISHMUTHARIA , (IT-D) to the best of my knowledge andbelief.

ANKUR SHARMA

Roll No. 0729110007

Branch- CSE.

DIT SCHOOL OF ENGINEERING

Session-2010-2011

(UPTU, LUCKNOW)


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PREFACE

CRM has become the key element in the evolution of computer based

systems and products. Over the past four decades, crm has evolved fromthe specialized problem solving and information analysis tool to anindustry itself. The software development process involves the scales andexperience of the people involved.

The Summer Vacation of B.Tech. Course Is a training period as the partof curriculum; this provides valuable practical experience to the studentsto and individual treasure of experience and offers an exposure to thereal time management in an organization. It is the period during whichthe student is introduced and familiarized to the industrial environment.With the advancement in computer technology and increases automation,the software industry has become all the more important. Theintroduction of computers and electronics in the field of processing hasmade it essential that the input be much more accurate and controllersmuch faster in response. The state of art used in all the process-controlled industry spares us from tension of managing the fast processmanually thus ensuring improved operating efficiency and full protection.

Industrial training is the major part of theoretical studies as it covers allthat remains uncovered in the classroom i.e. without it, the studiesremains ineffective and incomplete. The objective of training is to raisethe performance of the studies in one or more of its aspects. This may beachieved by providing new knowledge and information relevant to theproject, by teaching new trends by imbuing and individual with newattitude, motives, co-ordinates, co-operation and other personalitycharacteristics. Often these technologies are utilized with segments of thework force regardless of the existing performance level, to operateefficiently.

Since gaining theoretical knowledge is just not sufficient for sure successin life, especially in an ever growing industry like this, practical trainingplays an important role in building the future of an individual. During mytraining period, I had the opportunity to gain the practical experience at

TERI, New Delhi. I seek this instance in a very satisfactory manner &believe that it will be very beneficial for me.


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TABLE OF CONTENT

Acknowledgement

Declaration

Preface

PART 1. INTRODUCTION

a. Organization introduction

b. History Of TERI

c. Key features of TERI

d. Key areas of TERI

i. Energy Reforms

ii. Regulatory Policy

iii. Centre for Environmental Studies

iv. Resources and Development Economics

v. Rural Energy

e. Advantages of TERI

f. Some ongoing activities of TERI

g. Training Program

PART 2. Applicability of these CRMs.

a. How these CRMs are helpful for TERI

b. Objective & scope of these CRMsc. Advantage of these CRMs

d. Justification & need of these CRMs


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Start with strategy

e. CRM strategies

f. CRM people

g. Crm processes / mapping

PART 3. CRM reasons for failure

a. Ways to avoid failure

PART 4. CRM PACKAGES

a. Different CRM packages used in not for profit

organizations.

PART 5. Why only these CRMs.

a. Donation & pledge

b. Campaign (events, seminars).c. Basic volunteer tracking

d. Execute targeted sponsors

e. Customer services

PART 6. Features of CRM packages:

PART 7. Features of MICROSOFT CRM

PART 8. Features of CIVIC CRM

PART 9. FEATURES OF SAP CRM

PART 10. Features of SIEBEL CRM


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PART 11.Features of NETSUITE CRM

PART 12. COMPARISION MATRIX

PART 13. BIBLIOGRAPHY

Organizations Introduction

A dynamic and flexible organization with a global vision and a local focus,TERI, The Energy and Resources Institute, was established in 1974 as theTata Energy Research Institute. While initially, TERIs focus was mainly ondocumentation and information dissemination, research in the fields ofenergy, environment, and sustainable development was initiated towardsthe end of 1982. The genesis of these activities lay in TERIs firm beliefthat efficient utilization of energy, sustainable use of natural resources,large-scale adoption of renewable energy technologies, and reduction ofall forms of waste would move the process of development towards the

goal of sustainability. The Institutes growth has been evolutionary, drivenby a vision of the future and rooted in challenges looming today, basedon an approach that looks beyond the present and across the globe. TERIhas, therefore, grown to establish a presence not only in different cornersand regions of India but is perhaps the only developing country institutionto have established a presence in North America and Europe and on theAsian continent in Japan, Malaysia and the Gulf. The global presence andreach attained by TERI are not only substantiated by its presence indifferent parts of the world, but also in terms of the wide geographicalrelevance of its activities. Symbolic of this fact is the annual DelhiSustainable Development Summit (DSDS), a major event focusing onsustainable development, the pursuit of the Millennium DevelopmentGoals (MDGs) and assessment of worldwide progress in these criticalareas. DSDS attracts the most prominent thinkers and practitioners in arange of fields that impinge on development. Since developmentworldwide is moving towards architecture based on partnerships, theleaders who participate in DSDS come from government, business andindustry, multilateral and bilateral organizations, research and academiaand civil society. Encouraged by the success of DSDS, TERI has nowestablished the World Sustainable Development Forum (WSDF), which isguided by the patronage of a group of select world leaders. WSDF wouldextend the experience of each DSDS to other parts of the world and carry


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out careful evaluation and monitoring of developments worldwide,particularly in meeting the MDGs.

History of TERI

TERI - It started with an idea that struck a veteran professional of 54,barely six years away from hanging up his boots. Darbari Seth had spenta lifetime in one of the most polluting industries chemicals and wasconcerned about the enormous amount of energy his factory spent ondesalination and making caustic soda. The factory was located inMithapur, a remote corner of Gujarat, and fresh potable water is scarce inthose salty plains.

The chairman of Tata Chemicals decided to do something to address the

problem of energy efficiency and discussed the idea with JRD Tata.

In 35 years, Teri, ET Corporate Citizen of the Year, has established itselfas a leading global think-tank on all issues related to sustainabledevelopment and acquired a new name The Energy and ResourcesInstitute (Teri). RK Pachauri, its director-general, is also the head of theIntergovernmental Panel on Climate Change, which shared the 2007Nobel Peace prize with former US vice-president Al Gore.

Key features of TERI:

Knowledge based organizations -It is perhaps the only knowledge-based organization in the world which has this vertical connection,ensuring globally-relevant policy research, which is not purely ivorytower, but takes into account ground realities

As an event manager -Teri hosts the Delhi Sustainable Development

Summit, a forum for the best minds to debate the challenges ofsustainable development.

Not for profit organization-. Teri is an excellent example of organizednot-for-profit activity that steadily advances the collective good.

Mission oriented-Teri was established with a mission to find solutionsto serious environmental and developmental problems. The scope ofits activities is vast and its innovate solutions cover, among others,rural energy, forest conservation, urban transportation, energyefficiency and global climate change.

Passion for mission Atmosphere of "scarcity" Bias toward informality, participation and consensus Dual bottom lines: financial and mission


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Program outcomes are difficult to assess Governing board has both oversight and supporting roles Mixed skill levels of staff (management and program) Participation of volunteers

Key areas of TERI:

Energy Reforms: The Area provided technical assistance to a number

of regulatory commissions on such wide-ranging issues as the formulation

of regulatory strategy, tariff philosophy and determination, captive power

policy, environment regulation, and other points of law. The mission of

the Area is to develop innovative, balanced, and comprehensive solutions

in the area of regulatory reform and restructuring of the energy sector.

Regulatory Policy:The objective of the Area is to undertake basic and

applied research on relevant issues in infrastructure regulation,

provide advice to central and state governments on regulatory reform

strategies, and provide technical assistance to regulatory commissions

and utilities.

Centre for Environmental Studies:The broad aim of the Centre is to

study the environmental dimensions of various economic activities and

resource-use patterns, and explore strategies to mitigate the adverse

effects on the environment. It conducts applied and policy research to

address environmental problems. The Centre has been studying the

relations between energy and the environment in urban, industrial,

and rural settings through field surveys, experiments, quantitative

modelling, and economic analyses.


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Resources and Development Economics: The Area is driven by the

challenge to integrate the long-term goal of sustainable natural resource

management with the immediate objectives of rapid economic growth

and poverty alleviation. Research in the Area provides insights into the

dynamic interaction between socio-economic processes and naturalresources. The area aims at fostering socially and environmentally

progressive initiatives by governments as well as communities.

Rural Energy:The Area addresses issues of energy supply and demand

and identifies viable solutions to meet growing energy needs of the

rural people in a sustainable manner. The activities of the Area include

rural energy planning and the evaluation of energy-conserving and

renewable-based technologies and programmers.The Area has taken

up the challenge of ensuring access to the rural populace to quality

energy services as a means to alleviate poverty.

Advantages of TERI:

Research at all levels: Research at micro as well as macro levels

In the field of knowledge: Use of the research for knowledge

dissemination and influencing policy at the macro level, as well as

through micro level intervention and for educating society including

school students

Formulation of policies: Formulation of policies both at the national and

global level that would sustain the path of development

Identify basic needs: provide the basic needs in the field of knowledge,

research, education etc.

Education & awareness: These have contributed to the increasing

integration of the social concerns, which include environmental

concerns and the purely economic concerns. TERI therefore recognizes

the importance of outreach and propagation of its ideas and this is a

core part of its activities


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SOME ON GOING ACTIVITIES OF TERI

Study on technical losses for NPCL:The study is aimed to estimate

voltage wise total and disaggregated distribution losses of NPCL networkat 33 kV, 11 kV and LT voltage level corresponding to peak load

conditions for FY (2006-07) and estimation of the losses on the "All-Day"

basis for entire network for FY 2009-10

Training Program on Air Quality Modeling:TERI is organizing a

training program to bridge the gap and build the capacity of SPCBs, PCCs,

etc in the field of air quality modeling. The program will build the

concepts of air quality modeling, demonstrate the use of air quality

models and provide ready to use course material on the subject.

Demand/ Load Forecasting in CESC Services Area: The objective of

the project is to estimate short-term and long term forecast for electricity

load/ demand in the CESC''''s licensed area using econometric models.

Climate Change and Poverty Reduction Network-Web Portal :TERI

is working with UNDP and South Center to develop a web portal for the

Climate Change and Poverty Reduction Network. The web portal is

envisaged as a knowledge platform and a forum for enhanced dialogue

and information dissemination. As such it will be largely web-based with

knowledge servers and dialogue forums for exchange of innovative ideas,

policies, research findings and data. It will function as an information-

driven and needs-based mechanism. The main thrust of the web portal

will be to provide web-based collaborative space for Southern countries?

inputs and perspectives on climate change and poverty reduction.

The Vasudeva V. Dempo Climate Change Awareness Programmed

for Goan School Children: A TERI-DEMPO Initiative on his 75th

Birth Anniversary : A TERI-DEMPO Initiative on his 75th Birth

Anniversary? is a unique NGO-Corporate partnership between The Energy

& Resources Institute (TERI) Goa Centre, and V. S. Dempo Holdings Pvt.


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Ltd (DEMPO). The initiative is in the nature of an awareness-cum-capacity

building programmed on climate change for the benefit of secondary

school children in Goa. The programmed aims to sensitize school students

to the science of climate change, its impacts and, more importantly, what

can be done to address the issue. Some of the major activities that will beundertaken at thirty schools across Goa, covering both urban and rural

areas are: initiation workshops, resource material distribution, workshops,

competitions, and field visits. TERI will also develop a web page to be

linked to its existing sites on climate change education.

Biotization of medicinal and aromatic plants with selectedarbuscular mycorrhizal fungi. Implications on plant growth andactive principles quality and yield :The objectives of the project are:- Determining the effect of AMF isolates on plant active principles quality& quantity. - Studying the Interactions between MAP germplasmaccessions & AMF isolates. - Identification of optimal symbioticassociations. - Cross experiments in India & Spain under controlled

conditions. - Field trials using selected AMF & MAP germplasm. -Designing of specific inoculums formulations for field & nursery use

Ansal''s Institute of Technology - Extension Project:The Ansal'sInstitute of Technology is undergoing expansion. The extension projecthas registered for GRIHA rating and has also sought consultancy from usfor the same.

Alternative energy generation options in India:The study aims toexamine electricity generating strategies in India, given the need tosignificantly reduce carbon intensity in response to climate change.

Directions Innovation and Strategies for SustainableDevelopment in Goa: The concept of the study derives from prior workat TERI at the national level (GREEN India - DISHA). This project will workout directions for sustainable development in Goa through the

construction of baseline and alternative scenarios. Major objectives of thestudy are:-

1) To assess the current state of environment and human development inGoa.


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2) To assess the likely implications for environmental and humandevelopment, under different growth scenarios over the next twodecades. Focus on key economic sectors such as Mining, Tourism, andInfrastructure etc.3) To develop strategies to avert the likely negative implications for thestate's environmental resources, without compromising on the overall

objective of improved human development.Research work (TERI) :

BIOTECHNOLOGY & BIORESOURCES: The Biotechnology and

Management of Bioresources Division fosters a multidisciplinary approach

to solve the environmental problems and to improve plant species for

sustainable utilization through biotechnology. The Division, on one hand,

focuses on basic and applied research on using microbial resources for

biotechnological intervention to address agriculture and energy- and

environment-related issues, and on the other, supplements conventional

methods of improving plant species with biotechnological techniques.

This division is actively involved in the development and application of

biofertilizers in a wide range of plants, and has a core competence in

technology development, bioremediation, plant tissue culture, and plant

genetic engineering. With ingenious combinations and permutations

between these areas, important traits or genes can be introduced into

plants, resulting in crop improvement and the production of novel

features in plants.

DECENTRALIZE ELECTRICITY SOLUTION: The Division aims to create

new and niche markets for distributed power or decentralized energy

covering both the rural and the urban peri-urban areas.

Concept-to-Commissioning of decentralized and distributed generation

technologies

Developing products, markets, and services for decentralized energy

technologies

Innovating and institutionalizing sustainable implementation models for

rural electrification

Providing access to lighting to the rural population around the globe


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Promoting the 'smart/intelligent grid' concept and integration of

renewable energy based Distributed generation technologies in the

design of distribution grid networks

EARTH SCIENCE & CLIMATE CHANGE: Different focus areas of climatechange research include impacts and vulnerability assessment,adaptation strategies, exploring GHG mitigation options and issuestherein, climate change policies and climate modeling activities. TERIfigures prominently in international network on climate change researchand are involved in several collaborative projects with researchinstitutions throughout Asia, the Asia Pacific, Europe and the Americas.

TERI also provides support to other countries in various ways and

currently the focus is on building capacity of African countries.Domestically, TERI is considered to be a think tank, deliberatingholistically on different aspects of energy, environment and climatechange.

ENERGY ENVIORONMENT TECHNOLOGY & DEVELOPMENT: Tofacilitate faster uptake of clean energy technologies the Division also

focuses on policy, planning, and regulatory aspects; investment-relatedstudies; and climate change mitigation, in association with TERIs otherresearch divisions. The focus areas of the Division are as follows.

Sustainable buildings: mainstreaming through the national agendaMainstreaming renewable energyAdvancing bio-energy solutionsManaging and transforming the waste in an environment-friendly

manner

ENVIRONMENT & INDUSTRIAL BIOTECHNOLOGY: A major player inthe biotechnology boom, India is rapidly striding ahead with itsdiscoveries and innovations touching every aspect of the lives of itscitizens. At the leading edge of this transition is TERI's Environmental andIndustrial Biotechnology Division, which has proven it to be a viable

player in the biotechnology arena. In its relentless quest to harnessIndia's bio-potential, the Division conceptualizes and produces an array ofready-to-use and commercially viable products that are consumer-friendly, cost-effective, and environmentally sound.


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The Division's highly specialized and experienced research teamsattained new heights in studies related to biotechnology andBioresources. Their discoveries and refinements of existing technologieshave been lauded at both the national and global levels.

APPLICABILITY OF THESE CRMs (for TERI) :

How these CRMs are helpful for TERI:

Basic Membership Management: provide clear communication,exemplary customer service, and an understanding of your missionalong with the benefits of participating in your community.Membership management tracks unlimited membership programs,levels and offerings. You can also see who your members are and

target marketing efforts at the right segment

Donation and Pledge Management: that allows you to process &manage online/offline donations, activities, soft credits, splitdonations, peer-to-peer fundraising, events, surveys & forms, e-newsletters, email blasts, reporting. some key points are :

Adding & tracking donations Managing donor information Prospecting &proposal.

Case Management: deliver responsive, accessible, andpersonalized services through improved information sharing withinand across governmental departments and agencies. Increases theefficiency of government agencies by providing easy-to-use systemsthat extend current IT investments and help streamline processes,which frees up funds and resources for more citizen services. Helpsgovernments ensure compliance with regulations through built-intracking and reporting tools.

Event Management: you can manage unlimited events; registerattendees, book accommodations, schedule functions and handlepayments, all in one spot.

Campaign Management: Having run a successful campaign,

Microsoft CRM has the ability to calculate ROI (return on investment)or to create an expense report (spending on different marketingchannels).some key advantages are:

Marketing planning & budgeting


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Creation of market list Campaign launch Tracking market response

Volunteer Tracking: When used effectively, these systemswill help you make informeddecisions, save money in administrativecosts, and generate higher turnout rates of well prepared attendees.

Objective & scope of these CRMS:

>Systems for non-profit and membership-based organizationshelp track

Constituents and their involvement in the organization.

>Capabilities typically include tracking the following: fund-raising,

Demographics, membership levels, membership directories,volunteering

and communications with individuals.

> Tools for identifying potential donors based on previous

donations and participation.

> In light of the growth of social networking tools, theremay be some overlap

between social/community driven tools and non-profit/membership tools.

Advantages of these CRMS:

Generate sponsors :Increased sponsors through better timing byanticipating needs based on historic trends

Provide basic needs: Identifying needs more effectively byunderstanding specific customer requirements

Event tracking :Events , seminars, products highlighting and

suggesting alternatives or enhancements Identification of customer: Identifying which of your customers

are profitable and which are not


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Justification & need of these CRMs in not for profit organizations:

>Social service and government agencies require meticulousreporting

practices, essential for meeting regulatory compliance andsecuring future

funding.

>Professional and trade associations are tasked with managingbusiness events

as well as maintaining education and certification records.

>Gain real-time access to financial and member information toenable better

decision-making with integrated accounting.

> Automate and streamline critical organization processes,including funding and

donor management, to reduce costs, decrease errors, and savetime.

>Quickly and accurately respond to requests through a unifiedview of the

constituent or member.

>Analyze service-delivery speed and measure organizationalperformance to

increase service effectiveness.

> Execute targeted campaigns that meet the needs ofconstituents

or members.


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Start with Strategy

Must be practical, simple and easy to articulate Must be shared by all levels of the organization Should be measurable. A CRM initiative should help an organization generate more leads,

convert a high proportion of them to customers, retain customerslonger through enhanced service and ensure more profitability fromthe customers through the effective promotion of additionalproducts and services.

CRM STRATEGIES:

Cost ReductionReduce costs related to marketing, sales, customer service andsupport

Customer Evangelism

Enable loyal customers to become a volunteer sales force

Improve productivity

Enhance your e-business strategies

CRM People:

Customer Segments:Suspects, Visitors, Prospects, Subscribers , Patrons, Members, Users,Consumers, VIPs, Volunteers, Annual/ Major Donors, Advisors,Advocates, Legislators, Strategic Partners, Sponsors

Users:Management, Employees and Visitors

Suppliers:

Services- Consultants (CRM/ Customer Development)Products- Technology ( Software, Hardware, Connectivity)


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CRM Processes / Mapping :

Re-examine all of your customer management business processes

Redefine where CRM provides the greatest value to your bestcustomers and your organization

Incrementally implement CRM to improve top targeted processeslike Subscription Renewal Processes

Common Reasons for Failure:

o Implementation costso Political Frictiono Initiatives driven by technologyo Tendency to push work to the customero No measures for success or accountabilityo Poorly Implemented

Ways to avoid failure

o Establish visible top-down support from the most senior levelso Communicate strategy and buy-ino Make sure the CRM plans include a scalable architecture

frameworko Develop customer focused strategy before considering the

technology


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CRM (Customer Relationship Management):

CRM PACKAGES:

Microsoftcrm

Salesfo

rce crm

Oraclecrm

Net-suitecrm

Siebelcrm

Sugarcrm Sap

crm

Civiccrm

Crm for

TERI


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(SOURCE :WWW.CRMREPORT.COM)


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Why only these CRMS:

Some reasons that shows why only these CRMs

Donation & pledge: facilities to monitor donations and pledgemanagement, basic membership lists, volunteer tracking,promotional campaign management and online payment solution support

Campaign (events, seminars). Detailed event information multipleattendee and sponsorship levels Expense and in-kind gift tracking thatallows you to process & manage online/offline donations, activities, softcredits, split donations etc.

Basic volunteer tracking. Provide individual availability and skills trackand report on participation & find available and qualified volunteers.Manage shift registrations and attendance. When used effectively, thesesystems will help you make informeddecisions

Execute targeted sponsors: . Target Analytics donor performance andbenchmarking services compares your organizations performance andshares best practices from peer organizations so that you can evaluatepast strategy and invest current resources for maximum future returns

Customer services: improving customer support and service has been atechnological priority for nearly all organization. Deliver the satisfactionlevels beyond appropriate breakpoints. Understand how to over deliveron critical satisfaction elements to drive higher sales from these

customers.

Reasons that show why we use these CRMS

WHY ONLYTHESE crmS

SPONSORS

RELATIONS CUSTOME

R

INTERACTION

MONITORING

CONTACTS


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Features of CRMs packages:

Microsoft CRM: Customization for pledge activities:This objectincludes a Stage field for tracking long-term membership and donationtrends and sending out targeted communications based on the stage. Youcan also assign specific activities for your staff to follow up and create a

complete record of all activities associated with a donation or pledge. Thecustomization for pledge activity is a tool that has been developedspecifically to meet the CRM requirements of nonprofit organizations like

TERI

1. Constituent Tracking

Unitingactivitie

s

Inspireaction&activism

Eventmanagem

ent GENRATEMORE

FUNDORS

Volunteer

tracking


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Constituents can be setup and maintained within Dynamics CRM. Thesystem can also be used to track additional information about otherconstituents. They include:

In-kind contributors Volunteers Clients Members Beneficiaries

2. Donation and Pledge Management


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A pledge is a way of recording pledges before they have been paid. It canbe associated with a Constituent, a Member, a Campaign, and/or aProgram, split among multiple Campaigns/Programs, and consists of

multiple donations.

3. Basic Membership Management


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Memberships can be created and linked to Donations, Benefits andPrograms.

4. Campaign Management

Campaigns can be created and tracked within the system. Campaignscan track the following information:

Tasks-Activities Responses Pledges Donations

Campaigns lists can be generated that defines the members that will betargeted for the campaign.


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5. Event Management

Nonprofits often utilize events as one of their biggest sources forfundraising efforts. These events are created within campaigns. Pledgesand donations can be recorded for the event. Marketing lists can becreated for potential or actual attendees. Event sessions can be definedwith start and end times. Sponsors for the event can be entered andtracked.

6. Case Management

Gain efficiencies in coordinated health and social services with a unifiedview of each client across multiple programs. Case Management can beautomated by connecting a variety of systems in one centralizedrepository, and by automating processes.


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7. Online Donations through a Payment Gateway

Nonprofits can further tailor the system to their specific needs by usingthe customization tools within the software to add user defined fields,new entities, and define specific workflows to automate tasks andincrease efficiency. For example, when a donor makes an annualcontribution, the system will automatically generate a thank you emailand setup an alert to notify the user when it is time to contact the donoragain.


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Accessing information and improving constituent insight andmanagement

Helping client collaborate

Event Management

Gain real-time access to financial and member information to enablebetter decision-making with integrated accounting.

Integrate data from disparate systems such as finance and programs for

a complete view of your organization.

MICROSOFT CRM


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WORKFLOW ORDER:


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COMPLETING THE REPORT SCHEDULING WIZARD

Features of CIVIC CRM:

SEGMENTATION TOOLS: Gather market research on customers, in realtime if necessary, generate more reliable research forecasts; Coordinateinformation quickly between staff and customer support reps, increasingtheir effectiveness. Accurately gauge the return on individual promotional

programs and the effect of integrated marketing activities, and redirectspending accordingly; Feed data on customer preferences Improvecustomer retention Design effective customer service programs.

Store common nonprofit contact data:

Unified view of every constituent. Store information about individuals,organizations and households and your interactions with them.

Strong open source community. A rapidly growing open sourcecommunity of developers, consulting firms, consultants and otherssupport, extend and maintain the software.

Designed for the civic sector. Civic crm was designed from the ground upfor non-governmental organizations that engage in advocacy, communityand political organizing, and non-profit work.

Seamless integration with organization Civic CRM integrates directly intothe popular open source Content Management systems - Drupal and

Joomla!. Registration and visitor interactions are logged directly into thesystem, including end-user maintenance of their own addresses andcustom fields.


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Internationalized & Localized. Civic CRM was built from the ground up asa product intended to be used globally. It can store data in many localizedformats and has been translated into a number of languages.

Relationship with clients: deliver the satisfaction levels beyondappropriate breakpoints. Understand how to over deliver on criticalsatisfaction elements to drive higher sales from these customers.Improving customer support and service has been a technological priorityfor nearly all organization. Improve customer satisfaction within theorganization. Understand their role, strategy, and future plans. If thereare any issues that need to be discussed or modified, organization cantackle them together. Focuses on improving online customer support andservice, attracting new customers and keeping existing ones, andlowering your customer care CRM costsall of which result in better top

and bottom lines.

Create smart groups based on non profit events: you can manageunlimited events, register attendees, book accommodations, schedulefunctions and handle payments, all in one spot. Nonprofits often utilizeevents as one of their biggest sources for fundraising efforts. Theseevents are created within campaigns. Pledges and donations can be

recorded for the event. Marketing lists can be created for potential oractual attendees. Event sessions can be defined with start and endtimes. Sponsors for the event can be entered and tracked.


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IMPORT & EXPORT WIZARD CIVIC CRM:


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EXPORT PERSONAL FOLDER


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IMPORT PERSONAL FOLDER :

EXPORT TO A FILE :


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IMPORT A FILE :


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FEATURES OF SAP CRM:

Provide unparalleled functionality: unparalleld functionality in the

field of customer service, and other customer and consumer-touchingorganization processes tailored specifically for the consumer goodsindustry, resulting in faster deployments, and high rates of end useradoption enablingnon profit organization to optimize their effectivenessand productivity, increase overall trade management profitability, andimprove collaboration across the demand chain. The solution isspecifically designed to meet the diverse and complex research,customer services needs of manufacturers of non-durable and durablepackaged goods.. Increase workforce capabilities and skills; and

streamline the delivery of strategic information, training, andperformance management

Customers satisfaction & interaction provideTransparency anddirect dialoged are integral to this process and needs to be kept aware ofSAPs customer strategy. Now know about what steps are being taken toimprove customer satisfaction within the organization. Understand theirrole, strategy, and future plans. if there are any issues that need to bediscussed or modified, organization can tackle them together. Provideopen and honest discussion on the importance of customer satisfactionand how to improve each line of organization

Providing deep fact of knowledge: Unlike conventional knowledgemanagement system, the current system is intended to enable only thesharing of knowledge and does not aim to capture existing tacit

knowledge and place it in a central repository. The objective of theknowledge management system is only to accelerate the process ofknowledge sharing. Having deep knowledge of the structure and the datastored Strong ability to work independently, develop new market-differentiated SAP solutions and lead proposal development efforts.Extensive knowledge and exposure to common issues facing clients whoprovide products and services within one or more of the following sectorsaerospace and defense, automotive, consumer and retail, energy,industrial products, technology or utilities. Thorough experience as a

team leader: leading teams to generate a vision, establish direction andmotivate members, create an atmosphere of trust, leverage diverseviews, coach staff, and encourage improvement and innovation.


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Enhance organizations activities: Effective not for profit organizationsdo more than just meet research & other goals. They find new ways toachieve their goals while ensuring their research professionals maintainfocus on activities that foster profitable customer relationships

Allow sponsors, funders & volunteers to see more clearly: cutcosts, improve operational efficiencies, and automate the enterprise. Thisconvenience and ease of use translates into better and more frequentdata from representatives in the field,Which means increased accuracy in forecasting, improved customerservice, and greater visibility for management? Quickly access, createand modify planned activities using a list function or the native calendar

application. All information is seamlessly synchronized with the SAP CRMback-end to ensure data consistency throughout the organization.

Features of SIEBEL CRM:

Decision support innovation: An interactive information system that

supports key people in the organization in their decision-makingprocesses. It provides relevant information extracted from a pool of datastored in the system to help identify problems and find solutions. Identifyopportunities before, which may allow you to track customer data and runbasic reports, Siebel CRM On Demand offers complete, fully interactiveanalytic capabilities

Technology that gives clients more values: Complete control andtight tailoring of CRM to the needs of the mot for profit organization. Best

practices for improving customer satisfaction and loyalty. Enduringcompetitive advantage from transforming the customer experience. Fastresponse to customer queries and customer needs. It offers a wide choiceof integration and deployment options to ensure that your companyreceives the highest possible value from its technology investmentsregardless of your preferred technology mix or deployment strategy.

Enabling sponsors responsiveness: An organizations ability to

capture new growth opportunities is predicated on its ability to act quicklyto change operations and processes. Enable effective sponsors throughorganizations effective steps.


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Deployment with zero downtime: Use the new ApplicationDevelopment Manager to deploy product enhancements on the flywithzero downtime.

Project governance based on proven blueprint:Successfulorganization changes often depend on effective project governance.Seibel has a proven blueprint to help you govern your technologyprojects, with real-world experience on how to avoid the pitfalls thatprevent success. Provide the most innovative, complete, andtechnologically advanced CRM solution available today. Set your companyapart from the competition. Dont just improve the organization transform it.

Events in vertical functionality:The system uses real-time, predictive

analytics to make recommendations that augment the ability of youremployees to make customer-focused decisions that also produce betterresults. Whether its how to resolve a service issue or suggesting just theright offer to up-sell a customer. User empowerment to the next levelwith the addition of a simple-to-use rules engine that enables no technicalusers to author and manage sophisticated organization rules. Rules arethe underlying logicif this, do thatthat enable the application tosuccessfully enforce key organization processes and complianceinitiatives. Organization analysts can reconfigure organization processes

in real time to make them more efficientwithout IT coding or complexscripting.

Functionality provided by Siebel Tools:

>Siebel crm support ecommerce and esupport.

>Contact Center Chat.

>Global sharing information.

>Shear depth & breadth of its functions.

>Leader in vertical functionality.

>Provide futuristic roadmap.

>More flexible in long & short term functionality.


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Features of NETSUITE CRM:

Opportunity management: Track partner leads and referrals withina single application, enabling you to winand retainmorecustomers Enable your partners to register and track their leads viaone, easy-to-use partner management tool application Analyzeconversion rates and ROI by lead source, and view how many leadswere generated by each lead source. Assess how each team acrossyour diverse reseller channel is performing through aggregatereports across territories and teams. Measure the effectiveness ofyour joint organization efforts, isolating both successful andproblematic campaigns. Gain full visibility into all of your partners'leads, orders and sales activities; use that data to create customizedreports according to the criteria you set Provide resellers access toup-to-the-minute volume and negotiated pricing, eliminating the

concern that your resellers are promising prices or promotions thatare outdated.

Campaign Creative File Cabinets: campaign management spans arange of critical activitiesfrom properly segmenting yourcustomer/prospect base and creating the right content to building andexecuting high-impact campaigns. You also need the ability to trackresults in real time so that you can continually fine-tune your campaignsand maximize ROI. Categorize leads as either unqualified or qualified,

and assess the number of touch points needed to move a lead throughyour organization process

Improve not for profit organizations productivity, satisfaction &retention: Accessing information and improving constituent insight andmanagement. People across an organization can increase individualproductivity by using technology thats familiar, and by sharinginformation and repurposing existing campaign and customer servicematerials. Simplifying the management of the CRM solution helps

improve accessibility and reliability while decreasing costs.Netsuite willprovide greater efficiency and functionality of our donor management anddatabase tools. Increasing the depth and breadth of individual donorgiving that supports the work of our organization

Ensure strong communication between clients, sponsors,funders:: The sooner you deploy thisoffering across your organization, the more quickly you can increase the

productivity and effectiveness of your customer-facing teams. Meetingwith your executive sponsors to understand key business drivers andobjectives, and work with you to determine the metrics required tomeasure success. This information drives subsequent business


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Keep a track of all your activities like phone calls, appointments,outstanding quotes. See other Users activities as well!

A successful organization understands effective customer management,its customer opportunities while they're still in the pipeline


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And get reports on information that's important to you. Reports can beprinted, e-mailed or exported in a CSV format. At least 50 reports areshipped with NetSuite CRM to get you going, and you can create yourown very easily..

NetSuite CRM for the organization Person

Making the most of organization automation means first having the righttools. Only then can you attract and keep more customers; align yourresearch processes; manage marketing expenditures; support true one-to-one marketing; and gauge the effectiveness of your campaigns andpromotions in real time.

Meeting the needs of growing businesses, NetSuite CRM provides theindustry's first and only marketing automation capability that letscompanies build, execute, and measure the success of their marketingcampaigns. NetSuite CRM also lets you tailor marketing messages andcampaigns much more precisely, leading to greater market share andsharper competitive edge.


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NetSuite CRM

Dashboards in NetSuite CRM give the organization an immediate pictureof what's happening in their organisation and answers the questions asregards what's working and what is'nt working...

Organization leads can easily be tracked from start to finish and themanager can easily see the status of all leads by organization person


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Run reports to check on sales opportunities, deals won, deals lost andsales commissions...

NetSuite CRM for Customer Support

In these years of escalating competition, improving customer support andservice has been both a organization and technology priority for nearly allcompanies. And the initiative to provide faster and more efficientcustomer service is found in companies in all industries and of all sizes.


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Yet the imperative for top-notch customer support and service raisesimportant questions: How will your company drive customer service moreeffectively in the coming years? How will you assign, manage andescalate your cases to serve customers better while also slashing youroperational costs? And how will you give everyone that interfaces withthe customersales, support, service and fulfillmentaccess to

complete, key customer data in real time?Using NetSuite CRM application, you benefit from the market's first andonly CRM application that focuses on improving online customer supportand service, attracting new customers and keeping existing ones, andlowering your customer care CRM costsall of which result in better topand bottom lines....

Self-service has become a key strategy for organization that seek tosolidify relationships with their customers. With the ubiquity of the Web,many consumers now expect to help themselves to information whenthey want or need an alternative to conventional service channels.

They've also come to expect highly personalized web-based applicationsthat let them accomplish tasks such as researching products or services24/7 from anywhere.

Using the NetAnswers Knowledge Base within NetSuite web-based CRM

software application, companies can tap into a host of benefits providedby customer self-service. They can achieve greater efficiency, highercustomer satisfaction, and lower customer service costs by reducing callcenter activity that requires manual handling and routing. NetAnswers


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COMPARISION MATRIX BASED ON AVAILABILITY OF FEATURES INDIFFERENT CRM PACKAGES:

Featuresof

differentcrm

packages

CRM PACKAGES

SIEBEL CRM

MICROSOFT CRM

CIVICCRM

NETSUITE CRM

SAPCRM

Sponsors

relationship

Clientsinteraction

Unitingactivities

Technol

ogicaladvancement

Decisionsupport

Verticalfunctionality

Unparall

eledfunctionality


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roadmap Long &shorttermfunctionality

Segmentationtools

e-commerceconnections

BIBLIOGRAPHY

http://en.wikipedia.org/wiki/Customer_relationship_management

Customer Relationship Management: Key components for IT successRanjit Bose, Industrial Management and Data Systems Journal Mar2002

CIO Magazine: http://www.cio.com/topic/1465/CRM

http://www.crm2day.com/editorial/50018.php


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