Q. What is CRM?
ans. CRM stands for Customer
Relationship Management. It is a process or methodology
used to learn more about customers' needs and behaviors
in order to develop stronger relationships with them.
There are many technological components to CRM, but
thinking about CRM in primarily technological terms is a
mistake. The more useful way to think about CRM is as a
process that will help bring together lots of pieces of
information about customers, sales, marketing
effectiveness, responsiveness and market trends. CRM
helps businesses use technology and human resources to
gain insight into the behavior of customers and the
value of those customers.
Q. What is CRM Software?
Sales Force Automation
- Contact management
Contact management software stores, tracks and manages
contacts, leads of an enterprise.
- Lead management
Enterprise Lead management software enables an
organization to manage, track and forecast sales leads.
Also helps understand and improve conversion rates.
eCRM or Web based CRM
- Self Service CRM
Self service CRM (eCRM) software Enables web based
customer interaction, automation of email, call logs,
web site analytics, campaign management.
- Survey Management Software
Survey Software automates an enterprise's Electronic
Surveys, Polls, Questionsnaires and enables understand
- Call Center Software
- Help Desk Software
Partner Relationship Management
- Contract Management Software
Contract Management Software enables an enterprise to
create, track and manage partnerships, contracts,
Example: Upside Software, Accruent Software, diCarta,
- Distribution management Software
Q. What are the Advantages of
ans. Using CRM, a business can:
- Provide better customer service
- Increase customer revenues
- Discover new customers
- Cross sell/Up Sell products more effectively
- Help sales staff close deals faster
- Make call centers more efficient
- Simplify marketing and sales processes
The types of data CRM projects collect
- Responses to campaigns
- Shipping and fulfillment dates
- Sales and purchase data
- Account information
- Web registration data
- Service and support records
- Demographic data
- Web sales data
Q. What is Business Process
Management - BPM?
ans. Business Process Management or BPM, is
the practice of improving the efficiency and
effectiveness of any organization by automating the
organization's business processes. BPM used to be also
know as Business Process Reengineering (BPR).
Many companies have business processes that are uniQue
to its business model. Since these processes tend to
evolve over time as the business reacts to market
conditions, the BPM solution you choose must be easily
adaptable to the new conditions and reQuirements and
continue to be a perfect fit for the company.
In order to use BPM effectively,
organizations must stop focusing exclusively on data and
data management, and adopt a process-oriented approach
that makes no distinction between work done by a human
and a computer.
- The idea of BPM is to bring
processes, people and information together.
- Dynamic infrastructure reQuires separation of flows,
business rules and services.
- Identifying the business processes is relatively easy.
Breaking down the barriers between business areas, and
finding owners for the processes is difficult.
- BPM not only involves managing business processes
within the enterprise but also involves real-time
integration of the processes of a company with those of
its suppliers, business partners, and customers.
- BPM involves looking at automation horizontally
instead of vertically.
- Business Activity Monitoring (BAM) is essential for
measurement of BPM impact.
Examples of BPM tasks that your organization performs
that should be automated include:
- Expense Reports Travel ReQuests
- Purchase Orders Human Resource Management
- New Accounts and Credit Authorizations Sales Orders
- Project Management Software Change Management