Enterprise CRM Final

7/29/2019 Enterprise CRM Final

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ENTERPRISE

CRM

GROUP 21) Akash Bhatnagar2) Priya Ranjan

3) Megha anukampa singh

4) Lavkesh saraswat

5) Sandeep swain


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ERM

Enterprise CRM is designed for the complexity of large organizations

Coordinates the cross-functional processes that impact sales toand service of customers, and facilitates collaboration andinformation sharing among all those employees

That work directly with prospects and clients

And not just sales and marketing staff, but help desk teams, accounting

personnel, call center representatives, and others.

Enterprise CRM centralizes accurate, real-time customerinformation. Thisallows everyone in a customer-facing role to gain insight into client

behaviors, and understand their needs and interests.

As a result, interactions will be more informed and intelligent, and thecustomer experience will be improved, regardless of the touch point.


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Departments and staff members across the entirebusiness are responsible for interacting with andservicing both existing and potential clients.

CRM system they select and implement must

automate and support all the tasks performed by these

employees,

Track activity histories from end to end

Make information readily available to other customer-

facing personnel across the business.


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ECRM is a cohesive ,cost effective solution for

enterprise, Bus and user needs.

Enterprise : better understand customers, products

and sales forecast

BU: can perform sales, services and marketing

function as required by business model andcustomer needs.

User: achieve greater efficiency.


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Benefits of ECRM

Skills:

Better executive and management

understanding CRM practices

IT skill better developed when focus on a

few technology

Cost:

Total cost of ownership (TCO) is lower dueto co-ordinated and defined approach.


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Time:

The overall time to get the entire enterprise tomanage CRM state is reduced by a co-ordinated

approach. Functionality:

Best practices across all business units (BUs) andstandard co-ordination across business.

Powerful sales and marketing capabilities

Automated email marketing (auto responders),Sales lead and opportunity management with a

flexible data capture system that allows new fieldsto be easily created, positioned and managed.


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Flexible Data Capture

Enterprise CRMs data capture system gives complete

freedom to capture the fields you want in the way you

want. Manage Workflow

Actions can set automated sequences of events in

motion. .

Web forms

With Web forms, when clients request information

about products and services via a web form, contact

records, opportunities or any necessary activities are


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Transparent Sell Pipeline and Forecasting

a sales team increased visibility into pipelines

and forecasts, and can help them more

accurately assess and track sales rep'sperformance.

Improve Internal Productivity

managing the disconnected and inefficientcustomer-facing processes can be tightly

integrated and streamlined, which can optimize

resource utilization and increase productivity.


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Case Study : G D Goenka World

Institute

Established in 1982 by GD Goenka Group

Partnered with Lancaster University UK to

provide high quality Undergraduate and

Graduate degree programmes

Proactive approach to provide quality

education through consistent efforts in

teaching, learning, research and training


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Business Model

Admission process starts with print of

advertisements in leading media channels

Advertisement efforts trigger walk- ins and call-

ins from potential candidates for admission

Every walk-in or call-in is potential business

opportunity and managing each one is critical

to avoid business loss


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Challenges for Institute

Marketing efforts are concentrated over a short

span of 2 months

A high influx of inquiry for admissions is faced

in this short span of time

Each application has associated sub

processes like document submission, campus

visits, meeting with faculty members etc. Manual tracking of each application could lead

to leakage of leads and hence potential

business loss


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Solution Implemented

Sage ACT A solution which provides

complete integrated view of customer

relationships, contacts provide details of past

email and phone call conversations and evenreal-time information from customers

Facebook profiles.


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Major Features

Organized Details: SageACT provides organiseddetails of individual customers for instant retrievaland real time update on customer activities fromSocial Networks

Sorting: SageACT provides ranked lead listsorted according to behaviour of customers onphone call or email (Hot, Warm and Cold Leads)

Controlling sales pipeline: Capturing of prospectsand manage them through out-box-of-the-boxsales process which is customizable to fitbusiness needs

Synchronisation: SageACT acts as personalassistance and sends automated emails

according to preset calendar, enhanceproductivity of sales managers


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Benefits obtained

Developed strong Integration, customization

and reporting capabilities

360 degree view of candidate in single window

It has robust activity module closely integrated

with excel and has highly configurable

reporting capabilities


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Benefits obtained

Streamlined tracking of individual applications

from start to admission

Fail proof execution of critical activities in

sequence with help of reminders, pop ups

Efficient maintenance of communication

history, notes, sources of enquiry, document

submitted and contact information in singlewindow

Senior management able to view activities of

counselors in real time


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Results

Streamlined and process centric enquiry

management

360 degree view of candidates in single

window

Real time view of daily performance and

pending activities


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Case Study 2


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To enhancemarketing

effectiveness

Contacts and connections are the lifeblood of

business. Using ContactNet, an enterprise

relationship management application fromHubbardOne, global organizations can put to work

rich reserves of previously hidden relationship

capital.


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What Is ContactNet!!

the leading Enterprise Relationship

Management (ERM) solution for professional

services firms.

Based on usage experience and directfeedback from more than 65 large professional

services organization (PSO) customers,

ContactNet now dramatically improves theability of PSOs to get the most from their

relationships to drive new business

development


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Salient Features

Full Integration with All Major CRM

Systems.

Integrated Analysis of Phone SystemData.

New User Interface.

Its ability to mathematically computeand classify the strength of a

relationship.


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Roll of Users: Comparision


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Implementation Aftermath In TR

BETTER INFORMATION, BETTER

EFFICIENCY:By harnessing relationship data and

leveraging it across different office,department and geographical borders,

Contactnet provides the insight that enables

sales teams to better understand its internal

relationships with customers.


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Improving CRM adoption

To stimulate adoption throughout the company,

Thomson

Reuters made the decision to integrate Contactnet

with itssalesforce system.

salesforce.com is one of the largest CRM

providers in the world, which is being adopted globally

by 15,000 plus users.


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Smarter Marketing

for Thomson Reuters business

development experts, Contactnet is a

strategic tool that addresses three keymarketing components: opportunity

identification, action and quantification, as

well as measurement and adjustment.


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TRs Approach

in a flat economy, the ability to leverage relationship information

is vital.

Contactnet ensures global organizations, like ThomsonReuters, protect existing client relationships and forge new

growth strategies.

it stimulates efficiency, removes the need

for costly and error-prone data entry practices and frees accessto relationship information, which can be combined with other

information sources to help hunt out opportunities.


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Enterprise CRM Final

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