Unit II - CRM

UNIT II - TECHNOLOGICAL SUPPORT IN CRM

WEB BASED CRM

MEANING

The term “web-based CRM” refers to customer relationship management software. It uses the Software-as-a-Service (SaaS) model, and provides CRM services over the internet.

It is a software installed on the service provider's server or on partner's server. The data is stored in the data storage servers of the CRM solution providers.

One can select the features and add any additional databases and applications if required. Only one need is a web browser and internet.

​Features

1. Involves setting up of hardware such as servers and data storage devices on the premises.

2. It includes databases and applications.

3. CRM software is used as a communication tool.

4. Less expensive and quicker to install.

5. More convenient.

​Advantages

1. CRM web based software charges on a subscription basis.

2. Less expensive

3. Easy and fast way to start interacting with customers.

4. The CRM can be accessed by the user with a web browser.

5. The CRM provider provides support and maintenance services.

6. Quicker to adopt to accommodate growing business needs.

​Mobile CRM

Mobile CRM, or mobile customer relationship management, enables those working in the field or remote employees to use mobile devices, such as smartphones and tablets, to access customer data and customer accounts wherever they are.

Mobile CRM attempts to enable employees to do everything they would from a laptop but with streamlined menus and fewer swipes and clicks, given the small real estate of a mobile device.

The best CRM software is designed with user efficiency and intuitive navigation in mind, without compromising feature sets.

​Advantages

1. Personalized customer relationship management.

2. Low cost.

3. Creation of loyalty programmes.

4. Improved information transparency.

5. Fast communication.

6. Enables organizations to add, edit and manage customer relationships.

Multiple Choice

________ provides the services and maintenance of the system in web based CRM.

• Web hosting provider

• Graphic designer
• Social media manager
• Tax consultant

Multiple Choice

Web based CRM is very costly to implement.

• True
• Partially true
• Depends on the size of the business
• False

Computer Technology Interaction (CTI)

Computer Telephony Integration (CTI) is a technology that seamlessly merges the capabilities of computers and telephony systems, enabling more efficient and effective communication.

CTI leverages computer systems to process and manage information related to calls.

Integration with customer relationship management (CRM) and other business applications enhances the ability to gather and utilize data effectively.

Enterprise Marketing Automation (EMA)

Enterprise Marketing Automation (EMA) is a powerful technology that empowers organizations to streamline, automate, and measure marketing tasks and workflows. It is designed to enhance the efficiency of marketing operations, improve customer engagement, and drive revenue growth.
when a company decides to run different marketing programs for particular product, EMA provides the organization with a short list of prospective customers.

Components of EMA

1. Promotions

2. Event based marketing

3. Loyalty programs

4. Partner Management

5. Responses Management

Multiple Choice

______ software is used in call centers.

• CTI

• EMA

• Web based CRM

• Mobile CRM

Multiple Choice

EMA stands for ________.

• Enterprise Management Association

• Enterprise Marketing Automation

• Enterprise Marketing Association

• Enterprise Management Automation