|
CRM Software Directory @ eIT.in
eIT.in – everything IT is in Here eIT Directory
|
|
Hot & Cool
Serkai – The Web Cooperative
AntiSE – The Anti Search Engine
GeoDig – Businesses by Geography
Quali5 – Own a Keyword Forever
Follars – Making Money from Open Source
Billion Dollar Questions – and answers @ Billdoll.com
The Anti Bush Register – sign the register now! Advt |
|
eIT.in – 100’s of categories, 1000’s of IT resources
|
|
Operating Systems, Programming & Development, Databases, Legacy & Mainframe, Internet |
|
Computer hardware and accessories, performance & maintenance, storage… |
|
Networking architecture, infrastructure, administration, standards & protocols…
|
|
ITIL, IT infrastructure management…
|
|
Information technology & software support, administration, software testing, data centers…
|
|
Information technology & software across industries
|
|
Information technology & software across functional domains
|
|
IT Organizations & Industry Network
IT associations & organizations, IT related directories and trade networks…(Software Links Exchange)
|
|
Information technology & software architecture and design, IT strategy
|
|
IT news, updates, events & trade shows |
|
|
|
Related Links
Mainframes (Mainframe), AML, Analytics, Databases, EAI, BPO, CRM, Legacy, Legacy 2 Web, Middleware, IT Software Outsourcing & Offshoring Directory, Follars
|
|
Customer Relationship Management Software @ eIT.in
This section of eIT.in provides web resources for CRM software.
Add Links: If you have a web site that you wish to include in this database, do let us know the details by sending a note about your URL to narsi@esource.in. We’ll quickly review the web site, and if found relevant, add it to the database. We look forward to web site owners and link exchange partners to submit URL. Thanks!
..
..
Content derived from the Wikipedia article on Customer Relationship Management
Customer relationship management From Wikipedia, the free encyclopedia
Marketing Key concepts Product / Price / Promotion Placement / Service / Retail Marketing research Marketing strategy Marketing management
Promotion Advertising / Branding Direct marketing / Personal Sales Product placement / Public relations Publicity / Sales promotion
Promotional media Billboard / Broadcasting Computer games / Online media Newspapers / Magazines
This box: view • talk • edit Customer relationship management (CRM) covers methods and technologies used by companies to manage their relationships with clients. Information stored on existing customers (and potential customers) is analyzed and used to this end. Automated CRM processes are often used to generate automatic personalized marketing based on the customer information stored in the system.
Contents
1 Implementing CRM 2 CRM Architecture 2.1 Operational CRM 2.2 Analytical CRM 2.3 Collaborative CRM 3 Uses of CRM 4 Technical Considerations 5 Improving Customer Relationships 6 Privacy and Ethical Concerns 7 CRM for Nonprofit Organizations 8 See also 9 External Links
Implementing CRM Customer relationship management is a corporate level strategy, focusing on creating and maintaining relationships with customers. Several commercial CRM software packages are available which vary in their approach to CRM. However, CRM is not a technology itself, but rather a holistic approach to an organisation's philosophy, placing the emphasis firmly on the customer.
CRM governs an organization's philosophy at all levels, including policies and processes, front of house customer service, employee training, marketing, systems and information management. CRM systems are integrated end-to-end across marketing, sales, and customer service.
A CRM system should:
Identify factors important to clients. Promote a customer-oriented philosophy Adopt customer-based measures Develop end-to-end processes to serve customers Provide successful customer support Handle customer complaints Track all aspects of sales Create a holistic view of customers' sales & services information
CRM Architecture There are three fundamental components in CRM:
Operational - automation of basic business processes (marketing, sales, service) Analytical - analysis of customer data and behavior using business intelligence Collaborative - communicating with clients
Operational CRM Operational CRM provides automated support to "front office" business processes (sales, marketing and service). Each interaction with a customer is generally added to a customer's history, and staff can retrieve information on customers from the database as necessary.
According to Gartner Group[citation needed], operational CRM typically involves three general areas:
Sales force automation (SFA) SFA automates some of a company's critical sales and sales force management tasks, such as forecasting, sales administration, tracking customer preferences and demographics, performance management, lead management, account management, contact management and quote management. Customer service and support (CSS) CSS automates certain service requests, complaints, product returns and enquiries. Enterprise marketing automation (EMA) EMA provides information about the business environment, including information on competitors, industry trends, and macroenvironmental variables. EMA applications are used to improve marketing efficiency. Integrated CRM software is often known as a "front office solution", as it deals directly with customers.
Many call centers use CRM software to store customer information. When a call is received, the system displays the associated customer information (determined from the number of the caller). During and following the call, the call center agent dealing with the customer can add further information.
Some customer services can be fully automated, such as allowing customers to access their bank account details online or via a WAP phone.
Analytical CRM Analytical CRM analyses data (gathered as part of operational CRM, or from other sources) in an attempt to identify means to enhance a company's relationship with its clients. The results of an analysis can be used to design targeted marketing campaigns, for example:
Acquisition: Cross-selling, up-selling Retention: Retaining existing customers (antonym: customer attrition) Information: Providing timely and regular information to customers Other examples of the applications of analyses include:
Contact optimization Evaluating and improving customer satisfaction Optimizing sales coverage Fraud detection Financial forecasts Price optimization Product development Program evaluation Risk assessment and management Strategic Marketing Operational marketing Data collection and analysis is viewed as a continuing and iterative process. Ideally, business decisions are refined over time, based on feedback from earlier analyses and decisions. Most analytical CRM projects use a data warehouse to manage data.
Collaborative CRM Collaborative CRM focuses on the interaction with customers (personal interaction, letter, fax, phone, Internet, e-mail etc.)
Collaborative CRM includes:
Providing efficient communication with customers across a variety of communications channels Providing online services to reduce customer service costs Providing access to customer information while interacting with customers Driven by authors from the Harvard Business School (Kracklauer/Mills/Seifert), Collaborative CRM also seems to be the new paradigma to succeed the leading Efficient Consumer Response and Category Management concept in the industry/ trade relationship.
Uses of CRM In its broadest sense, CRM covers all interaction and business with customers. A good CRM program allows a business to acquire customers, provide customer services and retain valued customers.
Customer services can be improved by:
Providing online access to product information and technical assistance around the clock Identifying what customers value and devising appropriate service strategies for each customer Providing mechanisms for managing and scheduling follow-up sales calls Tracking all contacts with a customer Identifying potential problems before they occur Providing a user-friendly mechanism for registering customer complaints Providing a mechanism for handling problems and complaints Providing a mechanism for correcting service deficiencies Storing customer interests in order to target customers selectively Providing mechanisms for managing and scheduling maintenance, repair, and on-going support
Technical Considerations The following factors need to be considered:
Scalability: the system should be highly scalable, as the volume of data stored in the system grows over time Communication channels: CRM can interface with a variety of different channels (phone, WAP, Internet etc.) Workflow - a company's business processes need to be represented by the system with the ability to track the individual stages and transfer information between steps Assignment - the ability to assign requests, such as service requests, to a person or group. Database - the means of storing customer data and histories (in a data warehouse) Customer privacy considerations, such as data encryption and legislation.
Improving Customer Relationships CRM applications often track customer interests and requirements, as well as their buying habits. This information can be used to target customers selectively. Furthermore, the products a customer have purchased can be tracked throughout the product's life cycle, allowing customers to receive information concerning a product or to target customers with information on alternative products once a product begins to be phased out.
Repeat purchases rely on customer satisfaction, which in turn comes from a deeper understanding of each customer and their individual needs. CRM is an alternative to the "one size fits all" approach. In industrial markets, the technology can be used to coordinate the conflicting and changing purchase criteria of the sector.
Privacy and Ethical Concerns The data gathered as part of CRM raises concerns over customer privacy and enables coercive sales techniques (see persuasion technology). However, CRM does not necessarily involve gathering new data, but also includes making better use of customer information gathered as a result of routine customer interaction.
The privacy debate generally focuses on the customer information stored in the centralised database itself, and fears over a company's handling of this information. For example, there is virtually no way a consumer can determine if the company shares private (personally identifiable) data with third parties. Furthermore, companies may not always accurately declare to the consumer the types of information collected by CRM systems and the specific purposes for which the information is used.
CRM for Nonprofit Organizations CRM is also important to non-profit organizations, which sometimes use the terms "constituent relationship management," "contact relationship management" or "community relationship management" to describe their information systems for managing donors, volunteers and other supporters.
See also Category:CRM software ITIL Business intelligence Predictive dialer telemarketing Customer experience customer experience management Customer Intelligence sales force management system information technology management management information systems management consulting Microenvironment Predictive analytics Software as a Service On-demand Vendor-independent solutions provider Customer Reference Management Database marketing
External Links Customer Relationship Management at the Open Directory Project How to really understand your customers Paul Hagen, "Creating the Relationship-Centric Organization: Nonprofit CRM," Idealware.org, 2006. Retrieved from http://en.wikipedia.org/wiki/Customer_relationship_management
End of Wikipedia content, http://en.wikipedia.org/wiki/Customer_Relationship_Management
Content derived from Wikipedia article on Customer Relationship Management Software products
Category:CRM software From Wikipedia, the free encyclopedia
Subcategories There are 2 subcategories to this category shown below (more may be shown on subsequent pages).
F [+] Free CRM software S [+] SAP Pages in category "CRM software" There are 43 pages in this section of this category.
2 24SevenOffice A ACT! Amdocs Ariba Association Management System Avidian B BEA Systems BPI Initiative BPI Project C Centraview Claromentis ComArch Commence Corporation Commonware D DST Systems E EasyIVR Epicor F FrontRange Solutions G GoldMine H HansaWorld I IBM M Made2Manage Systems MailManager Manugistics Microsoft Dynamics CRM MySAP All-in-One N NetSuite O Onyx Software Corporation Oracle E-Business Suite P PeopleSoft R RightNow Technologies S SAP AG SAP Business One SSA Global Technologies The Sage Group Salesforce.com Siebel Systems SugarCRM SuperOffice T TeleMagic U User:Gzuckier/Information Builders V Vantive Visma
Retrieved from http://en.wikipedia.org/wiki/Category:CRM_software
End of Wikipedia article, http://en.wikipedia.org/wiki/Category:CRM_software
Other IT Web Sites from eIT.in
Web Resources for $$$
|
|
More eIT.in References
Main Sections @ eIT.in
o Mainframe & Legacy Operating Systems · Midrange · Programming & Development Directory § The A-Z of Programming Languages § A, B, C, D, E, F, G, H, I, J, K, L, M, N, O, P, Q, R, S, T, U, V, W, X, Y, Z
|
|
About eIT.in
eIT.in is a comprehensive directory for everything IT & Software. It contains over 500 categories, and well over 10,000 web resources
eIT.in provides directory and web links resources for the IT, software, programming & software development domains. It is intended to be useful for application, applications programmers & developers, software technology programmer & developer, databases software development, administrators & DBAs, application developers, strategy architect, design specialists and architects, migration, integration, customization consultants and customisation analysts, administration, maintenance & support professionals, outsourcing consultant, bespoke solutions programming developers & coders, project management & functional analyst, and for system administrators, testing & quality control engineers. It will make an effort to provide resources on tutorial/tutorials, guide, guides, tips, faq, faqs on these topics.
eIT.in content is available under GPL: All directory content at mainframe.in is under the General Public License (GPL). Under this license, anyone is free to copy & use any amount of directory content @ eIT.in, make changes to it and use it in any way they wish, as long as they also allow the same rights to anyone else for this content. The concept of GPL has been adapted from the GNU GPL of the Free Software Movement. To those who wish to use content from eIT.in, our only request is that they acknowledge the source and provide a link back to eIT.in. This is only a request!
Countries & Cities Where eIT.in Provides Assistance
eIT Cities: Bangalore, Chennai, Mumbai, Bhubaneswar, Mysore, Kolkaka, Delhi, Pune, Trivandrum, Hyderabad
You are the $$$ Section of eIT.in
Reference
GeoDig – Get Local!
Have you checked out the GeoDig directories for over 30 countries? GeoDig provides useful local and regional web resources for over 200 cities around the world. See the list of cities and countries for which GeoDig provides locality-specific web resources.
North America USA - Alabama (AL) > Birmingham; Alaska; Arkansas (AR) > Little Rock; Arizona (AZ) > Phoenix, Las Vegas, Tucson; California (CA) > Los Angeles, San Francisco, Sacramento, Fresno, Bakersfield; Colorado, CO > Denver; Connecticut, CT > Hartford; District of Columbia, DC > Washington DC; Delaware (DE) > Wilmington; Florida > Miami, Orlando, Tampa, Orlando, Sarasota, West Palm Beach, Jacksonville; Georgia > Atlanta; Hawaii > Honolulu; Idaho; Illinois > Chicago; Indiana > Indianapolis; Iowa; Kansas (KS); Kentucky (KY) > Louisville; Louisiana (LA) > New Orleans, Baton Rouge; Maine; Maryland (MD) > Baltimore; Massachusetts > Boston, Springfield; Michigan > Detroit, Grand Rapids; Minnesota > Minneapolis-St. Paul; Mississippi (MS); Missouri (MO) > Kansas City, St. Louis; Montana; Nebraska (NE) > Omaha; Nevada (NV) > Las Vegas; New Hampshire; New Jersey (NJ) > Jersey City, Newark; New Mexico (NM) > Albuquerque; New York > New York, Buffalo, Rochester, Albany, Syracuse; North Carolina (NC) > Raleigh-Durham, Charlotte, Greensboro; North Dakota; Ohio> Columbus, Cincinnati, Cleveland, Toledo, Youngstown, Dayton; Oklahoma (OK) > Oklahoma City, Tulsa; Oregon > Portland; Pennsylvania > Philadelphia, Allentown, Pittsburgh, Harrisburg, Scranton, ; Rhode Island (RI) > Providence; South Carolina (SC) > Greenville; South Dakota; Tennessee (TN) > Knoxville, Memphis, Nashville; Texas > Austin, Dallas, Houston, San Antonio, El Paso, Austin, McAllen; Utah (UT) > Salt Lake City; Vermont; Virginia (VA) > Norfolk, Richmond; Washington > Seattle; West Virginia; Wisconsin (WI) > Milwaukee; Wyoming Canada - Vancouver, Montreal, Toronto, Calgary, Ottawa-Gatineau, Edmonton, Quebec City, Winnipeg, Hamilton, London
You are the $$$ Section of eIT.in
Europe - UK - London, Glasgow, Manchester, Birmingham, Liverpool, Sheffield, Leeds, Bristol, Edinburgh, Leicester; France - Paris, Marseille, Lyon, Toulouse, Nice, Nantes, Strasbourg, Montpellier, Bordeaux; Germany - Frankfurt (Frankfurt am Main), Munich (München), Berlin, Düsseldorf, Hamburg, Cologne (Köln), Essen, Dortmund, Stuttgart, Bremen, Duisburg, Hannover, Nürnberg (Nuremberg), Dresden, Leipzig; Italy - Milan (Milano), Rome (Roma), Napoli (Naples), Torino (Turin), Palermo, Bologna, Firenze (Florence), Genova (Genoa); Spain - Madrid, Barcelona, Valencia, Sevilla, Zaragoza, Malaga, Murcia, Las Palmas, Bilbao; Scandinavia - Finland - Helsinki (Helsingin), Espoo, Tampere (Tampereen), Vantaa, Turku, Oulu, Sweden - Stockholm, Goteborg (Göteborg), Malmo (Malmö), Uppsala, Vasteras (Västerås), Denmark - Copenhagen (Københavns), Aarhus (Århus), Odense, Aalborg (Ålborg), Norway - Oslo, Bergen, Stavanger, Trondheim; Benelux - Belgium - Brussels (Brussel), Antwerp (Antwerpen), Ghent (Gent, Gand), Charleroi, Liège (Liege), Netherlands - Amsterdam, Rotterdam, Utrecht, Eindhoven, Tilburg, ‘s-Gravenhage (sGravenhage), Groningen, Luxembourg - Luxembourg City; Portugal – Lisbon; Greece – Athens; Hungary – Budapest; Poland – Warsaw; Switzerland - Zürich (Zurich), Geneva (Geneve, Genève), Basel, Bern (Berne), Lausanne; Austria - Linz, Vienna (Wien), Graz, Linz, Salzburg, Innsbruck; Ireland – Dublin
Asia - India - Mumbai, New Delhi, Bangalore; China & Hong Kong - Hong Kong, Beijing, Shanghai, Tianjin, Wuhan, Shenyang, Guangzhou, Harbin, Xian; Japan - Tokyo, Osaka, Yokohama, Nagoya, Sapporo, Kyoto, Kobe, Fukuoka, Kawasaki, Hiroshima; South Korea - Seoul, Pusa, Taegu, Incheon, Taejeon, Taiwan - Taipei; Malaysia - Kuala Lumpur; Singapore; Russia - Moscow, St Petersburg
You are the $$$ Section of eIT.in
Middle East - Turkey - Istanbul, Israel - Tel Aviv
Oceania - Australia - Sydney, Melbourne, Brisbane, Perth, Adelaide
Africa - South Africa - Johannesburg, Cape Town, Durban
|
|
© 2006, From eIT.in – everything IT is in Here
eIT.in is a product of eSource India & Sourcing India
Other eSource & Sourcing sites: IT & Software (Dir, SAP), BPO, Chemicals, Textiles, Plant Oils, dotMobi, Billion Dollar Questions, Biodiesel Encyclopedia, Linens, ideOS, Follars – Free, Open-source Dollars, Quali5.com – Own A Keyword Forever, AntiSE, Serkai, Leather & Hide, GeoDig
|