Section I. Introduction Section.

1.1. What is CRM?

1.2. How CRM work
1.3. The benefit CRM
1.4. What is cloud computing
1.5. The benefit Cloud computing
1.6. What is mobile CRM (or how Cloud CRM work?)

Section II. Analyze current situation
2.1. Current environment
2.2. Problem Definition/ Problem Recognition
2.3. Generate alternative solutions

Section III. CRM in today's trends.
3.1. CRM Strategy and Methodologies for the 21st Century
3.2. Customer satisfaction and CRM
3.3. CRM trends

Section IV. Describes the design and implementation of your system prototype.
4.1. Design idea for cloud CRM
4.2. Implementation plan

Section V. Potential extend support for other department
5.1. Connect with other function department
5.2. Support
5.3. Collaboration

Section VI. Offers concluding remarks



I. INTRODUCTION
No matter how hard you work, you can't succeed in the small-business world if you don't
put your customers first. But making the most of customer relationships isn't easy. Keeping your
clientele engaged and coming back for more requires flexibility, a great memory, and creative
thinking.
Today, customer relationship management (CRM) software is a must-have for companies
that want to keep in touch with their clients

1.1. What is CRM?
Customer Relationship Management (CRM) is a set of strategies and processes designed to
manage customer relationships. It involves acquiring and developing knowledge about your
customers and using this information to improve customer satisfaction and retention.

Increasingly businesses are turning to CRM to help them reduce costs and increase profitability
through a customer focused business. With CRM, your sales, marketing and customer service
teams can efficiently work together and share critical customer information. Developing a 360
view of your customers ensures that all the necessary information is available to all areas of your
business, enabling your staff identify and exploit every sales opportunity.

In addition to sales, marketing and customer service integration, CRM can also provide a
platform for building and maintaining loyal customers, while helping you to win new ones.

1.2. How CRM work
CRM is not just about software; it involves people, processes and technology and
brings together customer information from across your business to provide a holistic view
of each prospect and customer.

By automating key processes while simplifying the management of marketing, sales
and service operations, work will flow faster through your business, process bottlenecks
will be eliminated, and the possibility for error will be reduced.

The creation of an integrated, customer focused solution across the whole business will
also help you to eliminate multiple, fragmented systems. Enabling each user with real-
time access to the information they need without having to switch between different
systems, will drive productivity and ensue that everyone has access to what they require
to excel in their job and make the most efficient use of their time

1.3. The benefit CRM
A well implemented CRM will help to ensure that your marketing, sales and service
efforts are optimized; create better communication channels within the organization and
increase the time your people can spend focusing on what customers really want from
you.

Implementing a customer relationship management (CRM) solution can deliver many
benefits to your organization by enabling you to:
Build profitable customer relationships by maximizing the effectiveness of customer
interactions.
Effectively manage marketing budgets by creating, executing and tracking marketing
campaigns across multiple channels.
Gain a better understanding of customer requirements, which makes it easier to identify
customer needs more efficiently.

1.4. What is Cloud Computing
Cloud computing involves distributed computing over a network, where a program or application
may run on many connected computers at the same time. It specifically refers to a computing
hardware machine or group of computing hardware machines commonly referred as a server
connected through a communication network such as the Internet, an intranet, a local area
network (LAN) or wide area network (WAN). Any individual user who has permission to access
the server can use the server's processing power to run an application, store data, or perform any
other computing task. Therefore, instead of using a personal computer every-time to run the
application, the individual can now run the application from anywhere in the world, as the server
provides the processing power to the application and the server is also connected to a network
via internet or other connection platforms to be accessed from anywhere.

1.5. The benefit Cloud computing
Achieve economies of scale increase volume output or productivity with fewer people.
Your cost per unit, project or product plummets.
Reduce spending on technology infrastructure. Maintain easy access to your
information with minimal upfront spending. Pay as you go (weekly, quarterly or yearly), based
on demand.
Globalize your workforce on the cheap. People worldwide can access the cloud, provided they
have an Internet connection.
Streamline processes. Get more work done in less time with less people.
Reduce capital costs. Theres no need to spend big money on hardware, software or licensing
fees.
Improve accessibility. You have access anytime, anywhere, making your life so much easier!
Monitor projects more effectively. Stay within budget and ahead of completion cycle times.
Less personnel training is needed. It takes fewer people to do more work on a cloud, with a
minimal learning curve on hardware and software issues.
Minimize licensing new software. Stretch and grow without the need to buy expensive software
licenses or programs.
Improve flexibility. You can change direction without serious people or financial issues at
stake.

1.6. What is mobile CRM
Mobile CRM enables organisations to access, update and interact with current or
prospective customer information through mobile devices such as smart phones or tables.

No longer is it necessary for your sales team to return to the office after a day on the road;
now they can use their mobile device to input data, access reports, track leads and
access emails.

Having access to critical customer information when sales people are on the road or at
customer sites can improve efficiency, help drive revenue and keep customers satisfied.

Section II. Analyze current situation
2.1. Current environment
Today almost company in develop country use CRM for management customer and support for
sales. But in Vietnam, its still new thing in some company, special small company.
And now almost we talk about global market, number customer will increase day by day. But in
Vietnam still using tradition tool to management customer. Of course, customer not satisfy
happen.
Number company in Vietnam see the important to apply CRM for management customer still
limited.

2.2. Problem Definition/ Problem Recognition

2.3. Generate alternative solutions

Section III. CRM in today's trends.s
3.1. CRM Strategy and Methodologies for the 21st Century
As consumers become more sophisticated and have greater access to information -- especially
negative information -- the responsiveness and effectiveness of CRM applications will become
ever more critical. Problems with Web-site usability or technical support will quickly be
broadcast across the connected community. And with the perpetual decline in switching costs,
small CRM glitches may be magnified many times over, resulting in untold business losses.

Other CRM functions will be impacted as well. Cross-channel integration, for example, will be
crucial. Each user will expect to seamlessly connect from a cellphone to a Web site to speak live
with a customer service rep. Customers who have grown up with their cellphones in hand will
expect flawless service/support. Companies will not only need to keep their contact center
applications in synch with the Web, but will need to tie in mobile applications, cellphones, iPods,
etc.

On the bright side, social networks may eventually mature and become trustworthy enough to
help customers to help themselves rather than having to turn to a corporate Web site or customer
service rep. Lists of frequently asked questions (FAQs) will be supplanted in some part by blogs
and wikis that provide support and updates. However, the onus will then turn to marketing and
sales to ensure that proper information is communicated. This could eventually put those two
departments in the difficult position of having to challenge misinformation promulgated by
individuals on social networks.

Marketing functions will probably be most affected. Some companies are already taking
advantage of the Web for advertising new-product launches and for collecting and disseminating
feedback to product management groups. Marketing, therefore, will have to incorporate Web 2.0
techniques into campaign initiatives, embracing social networks, blogs, and so on.

Moreover, 24-hour availability and global access to CRM systems will also be increasingly
important. As new generations of consumers across the globe become accustomed to conducting
business over the Web at all hours, from anywhere they happen to be, customer support will have
to follow.

Arguably the greatest challenge will be in CRM technology, which is relatively transparent to the
customer. While enterprise platforms will likely remain in use, a vast array of new applications --
and demands to integrate them -- will emerge. CRM 2.0 platforms will need to incorporate the
new social networking experience and data generated by Web 2.0 technologies. These platforms
will be based on services-oriented architecture and hosted services, and will need to co-exist with
enterprise, on-premise applications. There will be new peripheral applications to integrate and
support with new methods for interacting with the Web and with mobile devices. Enterprise
application integration tools will be more robust and allow more-seamless integration of
disparate components. To the extent that this "connectedness" is being addressed in the Web
itself, some of the integration and data management issues may be simplified. But for large
companies, a great deal of integration work will lie ahead.

So, will CRM 2.0 be radically different than today's CRM? Probably not. But it will have a
whole set of new permutations and complexities. And companies will still have to deliver on the
promise, and the growing expectation, of solid CRM capabilities.

The bottom line: Companies that want to cross this tricky chasm will need to protect and
strengthen their core CRM functions and build out at the periphery to support Web 2.0
capabilities, integrating key functions and data sources as needed.

3.2. Customer satisfaction and CRM

3.3. CRM trends
Social and mobile CRM are among trends that will continue to gain momentum in 2014,
predict industry experts.
Mobile CRM, which has been gaining momentum for quite some time, is a trend that will only
get hotter in 2014, experts predict. Among other trends they expect to take root or accelerate in
2014: social CRM, more integration and smarter CRM.
Mobile CRM
Most industry observers agree that the adoption of mobile will be a dominant CRM theme in
2014 as companies look for ways to extend CRM capabilities to give employees convenient,
always-on access to sales content, allowing them to address customer needs and collaborate with
sales teams in real-time.
"CRM capabilities will be integrated into mobile tools to generate leads and opportunities both
in-store and on the road," said Chris O'Connor, founder and CEO of Taptera . "We see
companies that are using CRM continue to invest in out-of-the-box solutions through extension
into mobile channels and customization to monitor, manage and drive leads, conversions, shorten
sales cycles and improve customer support."
Social CRM
Stefan Andreasen, CTO and founder of Kapow Software , pointed to social CRM as a growing
presence in CRM applications in the coming year. To further improve the user experience,
organizations will integrate more data to augment CRM systems. For example, social network
content like LinkedIn, Twitter, Facebook, blogs and product reviews will be used to update
customer profiles to provide more contextual service and targeted promotions.
"With more data sources becoming available and organizations realizing the huge potential of combining
data from multiple internal and external sources, CRM will no longer be limited to companies own data
that resides behind the firewall in databases and other internal systems," he said. "Real value will come
from blending social, public, competitive and other external data to discover meaningful insights."
Social Marketing: Blurring the Lines
Currently, social CRM is being adopted by companies in the same way social media was initially
embraced. A few brands and companies are aware of the importance of engaging with customers
on social channels, but many brands still need to take it to that next level. This year even more
companies will begin interacting with their audiences on social media, and they will realize just
how much social marketing has evolved.
"Because of this, the lines between customer service and social marketing will become blurred,
and especially for large companies, it will become a challenge to procure a smooth
collaboration," said Folke Lemaitre, CEO and founder of Engagor . "The way in which
companies reply to questions, remarks or complaints will have a huge influence on the way a
brand is perceived. Should the customer service department be handling social messages or
rather the marketing department? Or should they build an entirely new team that possesses both
skills?"
Smarter CRM
This deluge of data from social systems and mobile apps would tend to overwhelm existing
CRM systems. Therefore, Natalia Dykyj, director of Product Management at Vocus , predicts
that a big trend for the year will be smarter CRM systems. To cope, they have to be able to store
more data and analyze it effectively as the modern consumer engages with brands on so many
different channels that businesses need their CRM systems to track all of this data -- every
engagement across every channel -- quickly and easily.
"Many today are shooting in the dark, trying to piece together which combinations of data to use
in segmentation, lead scoring and other automation tools to drive better results for their
business," said Dykyj. "2014 will see CRM systems get smarter about analyzing this data, taking
a lot of the guesswork out of the hands of the marketer. We'll see technological advances help
organizations hone in on data that correlates with conversions, so marketers can better create
replicable and more effective marketing campaigns."
CRM Integration
CRM systems have largely evolved independently of other enterprise systems such as ERP and
business intelligence. But with more and more data being required for customer analysis and the
repercussions of error rippling across the organization, CRM can no longer stand alone.
"While CRM software is undoubtedly a great accounting tool, the truth is that it doesnt do much
to propel a deal forward. Reps can use it to see where theyve been, but it doesnt tell them
where to go," said Kurt Andersen, executive vice president of sales enablement and marketing,
SAVO . "As the market for CRM continues to mature, companies will need to recognize that
ROI from CRM wont come from CRM alone; they must tie all their solutions together and arm
their sales teams with the best coaching, content and context possible."
Contact Center Tie In
Another bone of contention has been the disconnect between contact management systems used
by call centers and CRM systems harnessed by sales and marketing. Therefore, look for call
centers to be more closely tied in as part of the greater integration picture.
"In 2014, there will be more ways to optimize and tightly integrate CRM to the contact center.
Customers want more personalized and proactive service regardless of channel -- which is being
talked about more than is actually being delivered," said Mariann McDonagh, CMO of
inContact .
The only scalable way to achieve it, she said, is by using intelligent workflows that link CRM
data to agents using a multichannel contact center platform. Formerly inbound customer service
and sales teams are moving to outbound service that is more customized and savvy -- even
predictive -- reaching out to a customer at just the right time with a personalized interaction.
Companies who dont make this happen are being displaced by competitors using the cloud.
Use It or Lose It
Usability is the theme of the final trend. The days of forcing the sales team to use the in-house
system are over. If they dont like it, the line of business manager is likely to go online and
download some software-as-a-service (SaaS) system.
"Sales and marketing executives need to invest in applications that will make this process easier
for their sales teams, or else they wont use them," said Andersen. "Applications that allow reps
to manage their customers, accounts and opportunities in a centralized location without needing
to leave their existing CRM system will play a key role as companies strive to ensure a solid ROI
on CRM."


Section IV. Describes the design and implementation of your system prototype.
4.1. Design idea for cloud CRM
4.2. Implementation plan

Section V. Potential extend support for other department
5.1. Connect with other function department
5.2. Support
5.3. Collaboration

Section VI. Offers concluding remarks