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Cloud CRM Development - IT Project Proposal
Implementing a Cloud-Based CRM Application
Creating and strengthening relationships with customers is critical for the growth of any business. The most challenging aspect of making customers the center of a business is the lack of clarity regarding customer-centric processes and programs (Cunningham, 2010). Increasingly businesses are turning to Customer Relationship Management (CRM) applications to orchestrate internal processes that align them to customer-specific needs and preferences, along with providing analytical insight regarding customer lifetime value (Harding, Cheifetz, DeAngelo, Ziegler, 2004). CRM systems are designed to manage and optimize the many processes and tasks of attract, see and serve customers on an ongoing basis (Banerjea, 2011). The ability to manage customer relationships to a level of accuracy and clarity that is not possible with manually-based systems is making cloud-based CRM systems a viable alternative to all businesses today (Tian, 2011). Add in the fact that many companies rely on outbound sales forces, the need for an automated, real-time and cloud-based CRM system becomes even more pronounced (Cunningham, 2010).
This project focuses on the implementation of a new...
As our organization is a leader in the development and sales of build-to-order computer systems and tablets, the CRM system will be especially needed for tracking quote requests for customized products. Several of our customers are Fortune 1,000 companies who have very large sales teams who also use CRM to manage their many customer prospect calls, sales leads and ongoing activities with their customer base. As these customers rely on CRM to manage their business, it is possible to learn from their successes and incorporate their practices into this organizations' CRM implementation as well. Instead of choosing to use a manually-based CRM system, the decision has been made on this project to rely on a cloud-based CRM system that can quickly be implemented and introduced quickly across the entire company. Sales managers today have no visibility across the entire sales funnel and there is no accountability for upsell and cross-sell of existing products across the customer base. Having a single, unified CRM system that can scale across the entire company and provide a depth of analytics not available before will make the organization I work for more effective in selling and more profitable over the long-term. Finally there…
References:
Banerjea, D. (2011). Calibrations in the cloud. Quality, 50(3), 40-45.
Cunningham, Patrick, C.R.M., F.A.I. (2010). IT's responsibility for security, compliance in the cloud. Information Management,44(5), HT6-HT8,HT10.
Harding, D., Cheifetz, D., DeAngelo, S., & Ziegler, E. (2004). CRM's silver lining. Marketing Management, 13(2), 27-32.
Limbasan, A., & Rusu, L. (2011). Implementing SaaS solution for CRM. Informatica Economica, 15(2), 175-183.
Evolution of CRM with Timeline CRM timeline 70's -80's; mainly a product centric era but the evolution of the customer relationship management started taking place. 90's; the CRM started becoming popular among the organizations. 21st century; advent of e-CRM and CRM is considered one of the most important tools in the success of a business. Important milestones in the evolution of the CRM In the early 90's, after the evolution of the CRM in the 70's
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Concentrating on these areas will help attract customers from this generation. Marketing Customers choose how they want to learn about and interact with businesses. While the last 50+ years of the Cafe has been more driven by personal relationships, the current generation chooses to use the Web and social networks. Marketing as a result must embrace digital content strategies and delivery coupons regularly to clients over Facebook, Twitter and other platforms.
Consider how Harley-Davidson has created an exceptional brand with little reliance on technology and exceptional execution of their events including the annual rides and the mega-event in Sturgis, South Dakota that draws owners and celebrities globally (Schembri, 2009). A lack of technology is not a death-knell to any customer-centered business, but one that makes customer relationships, trust, empathy and transparency all even more critical than they have been before. Without
Part 2: A manufacturer of computer chips has been unable to convince her dealers to give her the names and addresses of the end consumer. She understands CRM and wants to implement a plan that includes both the dealers and the end users. Define an approach that the manufacturer can take to build a CRM environment that provides optimal flow of all relative information in support of the company-consumer relationships.