1.Customer relationship managementEvelyne Ringia Ryan Stiles Kemilembe Mjungu Charles FitzpatrickNovember 25, 2013

2. CRM dimensions customeridentificationattractionretentiondevelopmentSwift (2001, p. 12), Parvatiyar and Sheth (2001, p.5) and Kracklauer, Mills, and Seifert (2004, p. 4)Customer Relationship Management systems are computer software that helps the company connect to its customers using detailed statistical and analytic information about the people who purchase a company's products. 3. What is happening to CRM projects? over half of all CRM projects fail to meet their initial ROI targetsCRM Failure Rates:2001-2009The following slides are the 10 Executive Decision-Making recommendations from comparing 2 vendorsResearcher50%Gartner Group200270%Butler Group200269.3%Selling Power, CSO Forum200518%AMR Research200631%AMR Research2007Not having proper guidelines when implementing CRM projects could be a reason for such failuresFailure rate2001Reasons for Failure?year29%AMR Research200947%Forrester ResearchSource: Retrieved November 11,2013. from http://www.zdnet.com/blog/projectfailures/crm-failure-rates-20012009/4967 4. Vendors We picked the 2 vendors which are considered market leaders for comparison. The most recent data from G2 Crowd , the trusted source for enterprise software reviews showed Microsoft dynamics and Salesforce to be the top vendors based on objective advice from peers and real-time data rather than on dated, subjective analyst opinions.Source: G2 crowd June 2013 5. Scalability How will it handle adding more users and data now and in the future? Are there possibilities for expansion of the current capacity? A CRM system should have higher scalability capabilityEg. If the company has a sales team of 20 people now it is advisable to select a system that has the ability to expand its capacity beyond 20 people because companies are expected to grow over time 6. Salesforce sales cloudOffer pay as you grow which makes it elastic and can increase scale or decrease depending on the needs of the company at the same time.VsMicrosoft DynamicsThere is currently no minimum or maximum number limit to the number of Microsoft Dynamics CRM online users allowed to sign up for a subscription and no maximum number of subscriptions for CRM 2011& 2013 7. Easy to use How easy is it for users to use/navigate through the product? Is the user interface (UI) simple or complex? Are there a lot of clicks to get to where you need, or does the product make it very easy to navigate through it? How much time of training will be required during and after deployment. 8. SalesforceVsIt has Sales activity tracking to ensure instantaneous customer updates so there are no surprises. Everything is connected making it easier to operate on day to day, only few clicks to get everywhere the user needs to be and fastMicrosoftThe SFA software can run within an Outlook client and gives the look and feel of an Microsoft Office environment. Ease of use tools include a navigation bar, role-based design and user personalization of workspaces and page views. 9. Deployment Type How can I access the CRM system? Strictly internal systems no longer viable Cloud and/or remote access essential Offer 24/7 instant access From any location Enabled for multiple devices Data on-the-go 10. Salesforce Offer a mobile app Cloud storage Offline access supportedVsMicrosoft Access for desktop, laptop, mobile phone, tablet Cloud storage offered Offers both online and offline access 11. Feature Match Does it offer a wide range of tools and features? Dont get distracted by other aspects Must meet firms basic needs 12. Sustainability Can it meet your needs in the future? Hand-in-hand with scalability Must contain features that allow for growth add on packages/modules 13. Salesforce Analytics Scheduling Securely share files Contact management Opportunity management Links to leading data sources Marketing tools ForecastingVsMicrosoft Audit capabilities Performance measures Contract management Knowledge management Analytics Scheduling Workflows Marketing tools 14. Integration Options For the CRM system to have higher Return on Investment it should be able to integrate with other systems already in place like accounting softwares and marketing tools. Intergration with social network (twitter, facebook, Google+, LinkedIn) Intergration with email (Gmail, Lotus notes, Outlook, Yahoo) Ability to install wide variety of application 15. Salesforce Huge market with third part apps Has built in twitter and Facebook Ability to sync emailVsMicrosoft Very small market place Integration with all Microsoft software Runs only on internet explorer no social media 16. Flexibility CRM system should give freedom to tailor services and programs that meet the company needs throughout the life-cycle of the company. Customization of tabs, fields, and the interface Ability to Create formula-driven fields Sharing of created application with other users 17. Salesforce Easy customization of fields, tabs and interface Ability to share custom applications with other usersVsMicrosoft Easy but limited customization Dependable on Microsoft softwares 18. Cost Licensing Implementing Maintaining 19. Salesforce Relative expensive in comparison to other CRM Free automatic upgradesVsMicrosoft Relative inexpensive CRM CRM upgrades depends on the upgrade of Microsoft software 20. Reporting and Analytics Can you create fully customizable dashboards? CRM should provide customized reports and customized dashboards to ensure that the user gets the most out of their data. Forecasts Reports 21. Salesforce Can customize dashboards to display the most important information Gathers data from report type sets to generate dashboardsVsMicrosoft Also allows for dashboard customization Allows for information to be gathered from numerous sources 22. Developer Strength Can you trust the company will stay in business? Length of time in business Financial StrengthCRM providers should be expected to remain in business well into the foreseeable future to ensure that their services can be provided for the life of ones company. 23. SalesforceVsMicrosoft Started in 2000 Began in 2003 Stable financially, generates large free cash flows Financially stable division backed by Microsoft BB rating AAA rating 24. Conclusion CRM should fit the need of a particular business on several dimensions including scalability, ease of use, platform type, available features, sustainability, flexibility, integration methods, cost, reporting capabilities and developer strength. 25. References: Application of data mining techniques in customer relationship management: A literature review and classication: Expert Systems with Applications 36 (2009) 25922602 E.W.T. Ngai a,*, Li Xiub, D.C.K. Chaua Ling, R., & Yen, D. C. (2001). Customer relationship management: An analysis framework and implementation strategies. Journal of Computer Information Systems, 41, 8297. Ngai, E. W. T. (2005). Customer relationship management research (19922002): An academic literature review and classication. Marketing Intelligence, Planning, 23, 582605. Swift, R. S. (2001). Accelarating customer relationships: Using CRM and relationship technologies. Upper saddle river. N.J.: Prentice Hall PTR Parvatiyar, A., & Sheth, J. N. (2001). Customer relationship management: Emerging practice, process, and discipline. Journal of Economic & Social Research, 3, 134. Kracklauer, A. H., Mills, D. Q., & Seifert, D. (2004). Customer management as the origin of collaborative customer relationship management. Collaborative Customer Relationship Management - taking CRM to the next level, 36. Top 10 evaluation criteria for CRM softwares. April 16, 2013 retrieved November 11, 2013 http://dbprosconsulting.com/top-10-evaluation-criteria-for-crm-software 26. What Salesforce.com wont tell you forbes.com. Dec 31, 2012 retrieved Nov 20, 2013 http://www.forbes.com/sites/quickerbettertech/2012/12/31/what-salesforce-com-wont-tell-you/ The Top 10 cloud or Software as a Service (SaaS) Customer Relationship Management solutions as measured by global market share. Crmcafe.com retrieved Nov 20, 2013 http://www.crmcafe.com/cloud-crm.php Novinson E. CRM selection criteriaehow.com Retrieved Nov 20,2013 http://www.ehow.com/about_6361276_crmselection-criteria.html#ixzz2kJf2GisT CRM Magazine.The 2013 CRM Market Leaders.CRM.com Retrieved Nov 20 2013. http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/The-2013-CRM-Market-Leaders-90812.aspxMicrosoft CRM online pricing and licencing.msdn.microsoft.com. December 1, 2012 retrieved Nov 23, 2013 http://msdn.microsoft.com/en-us/library/hh699677.aspx