Introduction to CRM and various CRM products

Flow of Presentation
1. Introduction to CRM.
2. What is CRM ?
3. Why CRM ?
4. Current Challenges.
5. How organization can benefit
from.
6. CRM Products in Market.
7. Market Scenario of CRM
industry.

Introduction to CRM
Who is the most important person in our business?
Customer.
Partners.
How well we know our customers?
Customer needs.

What is customers Experience when they interact with company ?

Touch points
Customer service
What happens when we dont Know our customers ?
Loss of Revenue
Customer

What is CRM ?
Customer Relationship Management (CRM) is a strategy for
managing all your companys relationships and interactions with
your customers and potential customers. It helps you improve
Customer your profitability.

Customer relationship management (CRM) has the business

purpose of intelligently finding, marketing, selling to and
servicing customers.. CRM is a broadly used term that covers
Relationshi concepts used by companies, and public institutions to manage
p
their relationships with customers and stakeholders.

Technologies that support this business purpose include the

capture, storage and analysis of customer, vendor, partner, and
internal process information. Functions that support this business
Manageme purpose include Sales, Marketing and Customer Service, Training,
nt
Professional Development, Performance Management, Human
Resource Development and compensation.

Why CRM ?

Client
Management
Customer Chrun
Minimal.
Communication
Marketing Activity.
One stop shop for
Customer info.
Need analysis.

Management

Profitability

Pipe line report

Better ROI
Performance
Sales cycle are
hotspot.
reduced.
Business process are Growth in business.
aligned.
Better productivity
in employee.
Mobile data & an

 User
Needs to
be trained
Keep user
updated.
Gain
confidence
in users.
Full fill
users
requireme
nt.
User
friendly
system.

Commitment

Lack of
coordinatio
n.
Unclear
Business
requireme
nt.
Pressure
from
customer
for faster
execution

User Training

Be
prepared
to wait
let the
benefits
actualize
instead of
being
impatient.
Demandin
g instant
solutions.

Clear Business Process

Need to
invest
significant
amount of
money
ROI.
Businesses
must make
the
required
investment
s

Patience

Cost & Investment

Current Challenges.

Commitme
nt from the
businesses
must be
deep and
meaningful
.
CRM is
long drawn
affair.

How organization can benefit from CRM.

How organization can benefit from CRM.

How organization can benefit from CRM.

Vendors of CRM .
Sales Force

Oracle

SAP

Microsoft Dynamics CRM

Emerging CRM Vendors .

has been around for less than a decade, their successful CRM solution is a favorite of many. Workbooks CRM
is designed specifically for small and midsized businesses, and is offered as a web-based solution. Workbooks
was rated #1 for Customer Satisfaction on the G2Crowd Report on CRM software.

offers customers a reimagined contact management system that values relationships over contacts. This
emerging solution incorporates information from numerous social media and email sources (think: Gmail,
Skype, Facebook and more) and makes sense of it all in one simple Contact Record.

Insightlyprovides a CRM solution that is inexpensive, robust and mobilethe perfect tool for small
businesses.
Founded in 2009, this innovative company merges traditional CRM features like contact management
and file sharing with new features like project management and powerful email integration

offers a number of business applications (like CRM) that businesses can pick from to build a comprehensive
solution. Though Zoho CRM doesnt have all the bells and whistles found in other solutions, its affordability
and potential for customization earn it a place on this list of emerging vendors.

Market Scenario of CRM Industry .

Gartners latestCRM market share
reports that the worldwide CRM
market grew 13.7% from $18B in
2012 to $20.4B in 2013, with 41% of
all systems sold in 2013 being SaaSbased.
Salesforce is the worldwide
leader in CRM software, with
16.1% market share.
Salesforce grew 30.3% from 2012,
when the company attained
revenues of $2.52B, outdistancing
SAP.
SAPs 12.7% growth.
Microsofts 22.8% growth.
Source:- Gartner CRM Market Share Update:
http://www.forbes.com/sites/louiscolumbus/2014/05/06/gartners-crm-market-share-update-shows-41-of-crm-systems-are-saas IBMs 22% yearly growth.
based-with-salesforce-dominating-market-growth/

Market Scenario of CRM Industry .

2012-13 Revenue Growth %
35%
30.30%

30%
25%

22.00%

22.80%

20%

IBM
(22%)

15%
9.90%

10%
5%
0%

SAP
(12.7%)

12.70%

Oracle
(4.4)%

4.00%

Oracle

Others

SAP

IBM

Microsoft Salesforce

Microsof
t (22.8%)

Salesfor
ce grew
24.7%fas
ter than
its
nearest
competit
or from
2012 to
2013,
attaining
30.3%
growth in
worldwid
e

Source:- Gartner CRM Market Share Update:

http://www.forbes.com/sites/louiscolumbus/2014/05/06/gartners-crm-market-share-update-shows-41-of-crm-systems-are-saasbased-with-salesforce-dominating-market-growth/

Source:-blog.capterra.com/top-crm-statistics2014/

Key Findings .
41% of all CRM systems sold in 2013 were SaaS-based. Gartners analysis shows
that companies of all sizes are looking for easier-to-deploy CRM systems capable
of replacing legacy systems, quickly implement net-new applications and
providing complementary CRM system functionality.
North American CRM sales were 52.9% of the worldwide market in 2013, with
Western Europe being the fastest growing with a 15.2% increase in spending
from 2012 to 2013. Together these regions contributed 80% of worldwide
CRM revenues and technologies in 2013.
Gartner reports that Asia/Pacific (APAC) and China still achieved double-digit
growth rates while noting these are nascent markets also experiencing uncertain
economic conditions including currency fluctuations.

Source:- Gartner CRM Market Share Update:

http://www.forbes.com/sites/louiscolumbus/2014/05/06.

Key Findings .
CRM is expected to grow to a $36.5 billion market worldwide within the next three
years! (Source:Forbes)
43% of customers use fewer than half the features they have on their CRM.
(Source:Salesloft)
72% of users would give up all the extra features just to get a CRM thats
easier to use
Only 47% of all companies have CRM software. (Source:Smart Insights)
24% of companies use SaaS to complement their on-site CRM solutions. (Source:
Baseline)
Source:-blog.capterra.com/top-crm-statistics2014/

Key Findings .
The average ROI for CRM is $5.60 for every dollar spent! (Source:Baseline)

CRM increases sales by up to 29%. (Source:Salesforce)

25% of Facebook and Twitter users expect a reply to their complaints
via social media in less than 1 hour. CRM can do this. (Source:Media
Bistro)
66% of social media users expect a response within a day.
(Source:Media Bistro)
65% of small businesses who use social business tools expect positive ROI
on their CRM. (Source:Salesforce)
Source:-blog.capterra.com/top-crm-statistics2014/

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Oracle Sales Cloud Offerings by Evosys

Evosys Oracle Sales Cloud Offerings

Evosys Sales Cloud

Cutting Edge

Highest number of Fusion Implementations in

Middle East.

Forerunners of CRM Fusion Implementation in

Middle East.

Fastest Implementation of CRM Fusion in

Middle East , client live and running .

Biggest team of Cloud CRM Experts with

Certified Fusion Specialists.

Experts in advance cloud modules like

Incentive Compensation, Management,
Quota Management, BI.

Why Oracle Sales Cloud?

Source: Modern Sales in the Cloud an Oracle e-book

https://cloud.oracle.com/_downloads/eBook_CX_Sales_File/oracle_sales_cloud_ebook.pdf

Why Oracle Sales Cloud?

Source: Modern Sales in the Cloud an Oracle e-book

https://cloud.oracle.com/_downloads/eBook_CX_Sales_File/oracle_sales_cloud_ebook.pdf

Why Oracle Sales Cloud?

http://www.forbes.com/sites/louiscolumbus/2014/05/06/gartners-crm-market-share-update-shows-41-of-crm-systems-are-saasbased-with-salesforce-dominating-market-growth/

Why Oracle Sales Cloud?

Source: Modern Sales in the Cloud an Oracle e-book

https://cloud.oracle.com/_downloads/eBook_CX_Sales_File/oracle_sales_cloud_ebook.pdf

Why Oracle Sales Cloud?

Source: Modern Sales in the Cloud an Oracle e-book

https://cloud.oracle.com/_downloads/eBook_CX_Sales_File/oracle_sales_cloud_ebook.pdf

Oracle Eloqua Offerings by Evosys

Evosys Oracle Eloqua Offerings

A marketing automation SaaS company

which develops automated marketing and
demand generation software and services
for marketers to help in spreading their
marketing effectiveness.

Solution
s

Why Oracle Eloqua?

Cross- Channel
Marketing
Create consistent yet
personalized
experiences, messages,
and promotions across
web, social, mobile,
email, display or any
digital channel.
Attract and retain ideal
customers who drive
revenue, remain loyal,
and become brand
advocates.

Source: Modern Sales in the Cloud an Oracle e-book

https://cloud.oracle.com/_downloads/eBook_CX_Sales_File/oracle_sales_cloud_ebook.pdf

Why Oracle Eloqua?

Content Marketing
Plan, produce and
publish marketing
content across the
customer lifecycle,
aligning compelling
content with customer
behaviour at each
stage.
Deliver content in
context to increase
engagement, accelerate
conversation, improve
loyalty and promote
advocacy.

Source: Modern Sales in the Cloud an Oracle e-book

https://cloud.oracle.com/_downloads/eBook_CX_Sales_File/oracle_sales_cloud_ebook.pdf

Why Oracle Eloqua?

Social Marketing
Listen, analyze and
personally engage
customers across
conversations,
discussions, and
connections on social
network.
Give advocates a
platform to amplify your
message and promote
your brand.

Source: Modern Sales in the Cloud an Oracle e-book

https://cloud.oracle.com/_downloads/eBook_CX_Sales_File/oracle_sales_cloud_ebook.pdf

Why Oracle Eloqua?

Data Management

Data Aggregation

Data Management

Data Activation

Aggregate, manage and activate marketing data for a comprehensive

view of each customer to personalize programs and experience with
look-alike models.
Create a single source of customer data to guide campaigns, develop
personas and predict behaviours across web and mobile audiences.
Source: Modern Sales in the Cloud an Oracle e-book
https://cloud.oracle.com/_downloads/eBook_CX_Sales_File/oracle_sales_cloud_ebook.pdf

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RightNow Cloud Service combines Web, Social
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and
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relationships, and reduce costs and effort.
Evosys Oracle Right Now enables us to provide
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Solution
Areas

Why Oracle RightNow?

Web Customer Service
Provides a rich online
customer experience
solution to research,
purchase, or resolve
issues from any device.

Why Oracle RightNow?

Engage Customers

Smart
Engagement

Personalized
Services

Why Oracle RightNow?

Cross-channel contact
center
Running a successful
contact centre today is
as challenging as ever.

If a bad experience takes

place, 79% of customers
will tell others about it.

And yet a great experiencein particular, outstanding

service is the #1 reason to
recommend a company.

The Oracle Cross Channel Contact Center provides

the tools and technology to enable your agents to
deliver outstanding customer service regardless of
the channel or device your customers use to
communicate with you.

Why Oracle RightNow?

Adaptable, Unified,
Empowering

Why Oracle RightNow?

Knowledge
Management
Todays consumers are more
likely to look for answers
online , and as a result,
knowledge often becomes
the first point of engagement
with your customers.
Consistently providing the
right answers is necessary to
deliver exceptional online
self-service experiences and
retain customer loyalty.

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SaleCo, KSA
Background

Benefits
Easier to use
application
with mobile
and Microsoft
Outlook
interface
Integrated
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management
and incentive
compensation
enabling better
business mngt.

Visibility
across the
organizatio
n to quickly
validate
incoming
orders

Solutions

Svitzer, UAE
Background

Benefits

Solution

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Benefits

Solution

Evosys, India
Background

Evosys is a leading provider of

enterprise solutions like ERP, CRM,
EPM along with Mobile application
and Custom Solutions. They are one
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Benefits

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