Erp People Soft - Functionality of Crm Software

8/3/2019 Erp People Soft - Functionality of Crm Software

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Functionality of CRM Software

Definition of CRM

Objectives of CRM

Functionality of CRM Software - Overview

Functionality of CRM Software - Examples


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Definition of CRM

Customer Relationship Management (CRM)

is a customer-focused business strategy

aims at maximizing profit by increasing customer retention and value

by viewing selling not as a one-time transaction, but

as a long-term, relationship-driven, cross-functional task

targeted and individual communication with the customer

customer-centric business processes supported by CRM Software

(for company-wide integration of customer data)


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Definition of CRM

Operational versus Analytical CRM

Operational CRM Analytical CRM

Software Support for business processes

that include customer contact

Workflow Management

provides employees with the

customer-related data he needs

integrates with MS Office, E-Mail-Client,

Legacy System, Document Management

documents activities with customers

Analysis of customer-related data

(gathered by Operational CRM)

Segmentation of Customers

targeted Communication with customers,

identifying:

Cross- and Up-Selling Potential

Customers likely to quit


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Objectives of CRM

Engage Transact ServiceFulfil

increase margin by comparing current customers with

market potential, strategical selection of customers

major objective

ofCRM

reduce customer churn rate by identification of

customers which are likely to quitminor objective

ofCRMAnalytical

CRM

increase sales per customer by cross- and up-selling

higher customer satisfaction by Relationship Management

targeted to customer groups or on a one to one basis

higher customer satisfaction by improved quality of

contacts (process reliability, availability of information

on customer)

cost savings by cross-functional integration ofprocesses and process support

OperationalCRM

Source:

Nienhaus, J., Steinmann, S., Ben-Artzy, A.,

Die richtige CRM Software finden,

new management, Nr. 04/2002, S. 64-69

cost savings by deeper integration of communication

with customers with company-internal processes


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ProductSales Opportunity,

Support Enquiry

WWW,

Visit, Call

ActivityLetter, E-Mail,

Fax

Employeeor Team

Document

Customer

Mailing

contains Brochure,Gift, Publication

Task

Event

takes part in has

takes part inreceives

takes part in

is documented in

contains

organizes

organizes

has to fulfil

is responsible for


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covered by %ofCRM Systems

for detailssee page(s)

Employee

Teams 80%

Responsibility for Customers Company 60%

Responsibility for Customers Employee (Combined Contact) 20% 10

Responsibility for Activities (Tasks and To-dos) 100% 24

Contacts 100% 11,18Customer

Contact History 20%

Notes on Contacts 100%

Relationship Contacts Internal Units 20%

Group Structure Chart (by geography, by legal structure) 20% 9


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CRM Functionality covered by CMScovered by %ofCRM Systems


Product

List of Products owned by Customer 60%

Configuration of Product 20%

Sales Opportunities 80% 16,19

Sales Pipeline 40%

Sales Forecasting 80% 22

ActivityHistory of Activities per Contact 60%

Notes on Activities 80%

Events 100%

Marketing Campaigns 60%

Mailings (Distribution of Gifts, Publications, et cetera) 100% 14


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CRM Functionality covered by CMScovered by %ofCRM Systems

Integration with Telephone (CTI, Call Center) 20%

Other

Integration with Fax 60%

Integration with E-Mail-Client 80% 26Integration with Employee Portal 40% 11,29


Integration with Customer Portal 40% 12

Documents

Templates for Correspondence (Email, Letter, Fax) 60% 17,27

History of Documents sent to a Customer (Email, Letter, Fax) 40% 17

Automated Fulfillment of Literature Requests per Fax and Email 60% 28

Attachments to Contacts 80%

Attachments to Activities 60%

Attachments to Sales Opportunities 40% 15


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Functionality of CMS

Partner Overview: Group Relationships

Group relationship

chart

See further subsidiariesof the company

See further groups the

company belongs to

Group

Company


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Functionality of CMS

Partner Overview: Combined Contacts

Type of relationship

reserved: contact at client

is exclusively served byone contact at Swiss Re

coordination needed

contact at client is served

by multiple employees

inform/feedback: contact

at Swiss Re is informedbefore and given feedback

after activity with client

Contact person anddivision responsible

for client at Swiss Re

Contact person atclient


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Functionality ofOnyx 2000

Employee portal: View on a Customer

Customers Company

Primary Contact

(see right)

Main Address

Web Sites URL

Navigation

Detailed Customer Information (1:n)

Sales Opportunities

Service Support activities

other Touches

Tasks

Contacts

external

(Customers)

internal

(Colleagues)

Searching

Companies

Contacts


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Integration of Customer Portal, Example 1: Customer RFP

Customer states

interest in product

Customer manager edits

sales opportunity createdautomatically from web form

Request is routed to a Customermanager, e-mail is placed in his inbox


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Integration of Customer Portal, Example 2: Web Self Help

Support technician answers request

and leaves a note for his colleagues:Fifth call with this error

Customer initiates

support request

Support request is routed to a supporttechnician, e-mail is placed in his inbox


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Distribution Management, Example: e-Mail-Marketing

Resulting List,

manually editable

Query

AND-relation

among lines

OR-relationamong blocks

Criteria available

for query, e.g.:

Country Code

Sales Region Market Share

...


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Functionality ofSiebel Sales

Document Management: Attachments, View and Tab Bar concept

Files can be

attached to

Opportunities

Accounts

Contacts Activities

View bar

Tab bar


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Sales Opportunities, Combination of Form and List View

Attachments to the

Opportunity (Notesand Documents)

Detailed form

view on one

Opportunity:

Name

Description

Sales Stage

Account

(Group)

Revenue

Close Date

Probability

Revenue and

Probability can be

used for sales

forecasting

No interface toproduct data


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Correspondence: Integration with MS Word

Templates arecreated in MS

Word, dragged

from Explorer and

dropped into

Siebel Sales

Recipients Single (Contact/Create Correspondence)

Multiple (List based on a query)

List of recent

Correspondence

Correspondence

is created by

picking a tem-

plate and editing

it with MS Word


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Functionality ofSales.Oracle.com

List of Contacts

Clicking a hyperlink leads to

detailed information about:

Contact

Customer

Site the Contact is working at

(route planner & road map is

planned)

Quick search for

Opportunities

Customers

(Company)

Contacts

(Person)

Calendarentries

Information on

Companies

(Hoovers)

Filter list of con-

tacts by a query

based on

Company he

works for Department he

belongs to

Location of the

site he works at

Responsibility

Decision Makeror not

etc.

Filters can be

saved for later use


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List of Sales Opportunities

Description of

Opportunity and

its stage in Sales

Process, data

necessary for

forecasting (win

probability, close

date, possible

revenue)

Data needing to

be updatedfrequently can be

changed in list

as well as in

form view

(this is list view,

for form view seenext page)


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Details of Sales Opportunities (Screen 1 of 2)

Opportunities based

on Products instead of

Product Categories

only are plannedLinks to Attachments

and ToDos associatedto the Opportunity


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Details of Sales Opportunities (Screen 2 of 2)

Contact(s) at Client

who are involved inthe opportunity can be

chosen from global

Contact database or

are entered manually

Members of the

Sales Team working

on the opportunity

can leave notes for

each other

Sales Team res-

ponsible for the

opportunity

Indicator for progress

in the Sales Process

(10 means won)


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Sales Forecast

Sum of possible revenue

from opportunities andweighted sum (revenue

multiplied by probability)

Sales Group Managers

Worst-, Expected and

Best-Case Forecast

based on weighted and

total opportunities


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Functionality ofGoldmine 5.5

User Interface: Customizable Toolbar Sets

Basic

Standard

Advanced


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Work basket: Classification of Tasks

All tasks (Open

Activities):

e-Mails to write phone calls to

make

sales to forecast

Files can be at-

tached to activities

depending on their

type (e.g. e-Mails,

literature requests)

Right-Click-Menu:

Choose Date Range of Activities

shown (e.g.: all, today, this week,

next seven days)

Display subsets of

Activities

tasks to do

tasks completed

e-Mails

phone calls

events


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List Management: Integration with Contact Management

Contact Context:

Multiple Contacts

can be selected by

holding CTRL

down.

Selection can be

added to a list

(group in terms of

Goldmine) by

Group Building

Wizard (Wizardsimilar to CMS)


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e-Mail Communication: Integration with e-Mail-Clients

Option :

Reading e-Mails on Server by IMAP-Protocol:

e-Mails are left on Server for use in furtherapplications (Lotus Notes, MS Outlook)

Option:

Contacts, e-Mails, tasks, calendar and folder

structure is synchronized with MS Outlook:

Everything available there is also available inGoldmine and vice versa


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e-Mail Communication: e-Mail Templates

e-Mail template is

created

Current Contact

Contact (and

Contact Manager)

information is

merged with

e-Mail template


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Literature Fulfillment: Automation of Literature Shipping

Sending literature to a

contact or a group ofcontacts by mail or by

fax is scheduled

Current Contact

Literature

Fulfillment Center: list of available

literature

history of

literature that

has been sent


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Functionality ofPeoplesoft 8 CRM

Employee Portal (Screen 1 of 3): High Density of Information

Current Contact

Employees can

customize content

and layout

Search for clientsIndividual WorkList

(Todos created by

employee) and

Outbound Todos (part

of workflow)

Information on

employees

compensation

(payroll, health

care, expenses)


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Employee Portal (Screen 2 of 3): Recent Customer Activities

Products sold to Client

Request for Manufacturing

Authorization (RMA) -

Managing Product returns

General activities,

information on

contact at client

involved

date of activity its type (phone

call, mail, e-

mail, web form)

subject

Support Cases,

current status of

case (new, open,completed)


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Employee Portal (Screen 3 of 3): Opportunity Pipeline and Lead Overview

Three hottest leads

assigned to employee

Possible revenue from

Sales Opportunities inPipeline, classified by

Sales Stage


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Questions?

Visit our Website:

http://www.lim.ethz.ch/crm

Contact us:

Jrg Nienhaus, [email protected], +41-1-6320523

Dr. Adrian Specker, [email protected], +41-1-6320529
http://www.lim.ethz.ch/crmmailto:[email protected]:[email protected]:[email protected]:[email protected]://www.lim.ethz.ch/crm

Erp People Soft - Functionality of Crm Software

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