SIR M VISVESVARAYA INSTITUTE OF TECHNOLOGY BANGALORE-562157

DEPARTMENT OF COMPUTER SCIENCE ENGINEERING

Customer Relationship Management Synopsis/Project Proposal submitted

AMIT KUMAR B K ANJANI KUMAR PANDEY ATUL KUMAR VERMA AVINASH KUMAR YADAV

(1MV08CS009) (1MV08CS013) (1MV08CS022) (1MV08CS023)

GUIDE: Mr. Shreyas Suresh Rao Lecturer, Dept of CSE

Introduction
The traditional focus of IT operations no longer meets the challenges of tomorrows fastchanging business environment. Conducting business through electronic commerce, the handling of transactions over communications networks, continues to grow in a seemingly unabated fashion. In western countries, many companies quickly grow up in a short time because of good Customer Relationship Management (CRM) system. Customer relationship management (CRM) is a widely implemented strategy for managing a companys interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processesprincipally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. This CRM enables you to develop a clear and informs you which customers in your database have Facebook, MySpace, Twitter or Linked-In Accounts.Once the customer is ready to purchase, CRM can handle the transaction from start to finish using Desk and F&I. Recently, companies are turning to CRM to better understand customer wants and needs. The adoption of CRM is being fuelled by a recognition that long-term relationships with customers are one of the most important assets of companies providing improved profitability and competitive advantage. More than ever, enterprises are subjected to more quickly changing forces: globalization, deregulation, convergence of industries, to name a few. CRM is a business strategy, not a specific software or hardware. Instead, it aims to understand, anticipate and manage the needs of organizations current and potential customers In order to get a holistic view of customers and their relationship to the entire enterprise, this paper explored three interrelated Objectives in the following. (1) Provide a framework in making the strategic customer. (2) Leverage customer knowledge and find new opportunities to create value for customers.

Theoretical Background
As the business world quickly shifts from product focus to customer focus, most companies find that treating existing customers well will be good for profitable and sustainable revenue growth. However, companies are challenged to really satisfy the customers in the age of electronic commerce. Customer relationship management is an important subject more than ever before. Brown (2000) defined CRM asthe key competitive strategy you need to stay focused on the needs of your customers and to integrate a customer-facing approach throughout your organization. The early stage of CRM is to collect potential

customers and keep customers. The middle stage of CRM is to satisfy customers and establish loyalty. The current and future stage of CRM must include customer behavior analysis and active service. Basically, CRM can help organizations establish long-lasting relationship with customers to improve profitability. The reasons why organizations need CRM are to make specific selling channel resources more productive; migrate transactions, customer relationships, and tasks to low-cost channels; get multiple sales and service channels to work more closely with demand chain partners; and better leverage market programs and resources. Based on customer segmentation, one-to-one marketing could be done through effective CRM strategies. Effective and efficiency customer contact such as precise and quick response could help organizations implement CRM approach. CRM market in Asia-Pacific has been quickly growing up in these years. High technology enterprises such as Acer and Microsoft TWN had field service and sales force automation. Government and some enterprises such as communication, finance and insurance companies have already built up call center. In general, call enter is undergoing, but lacks the integrated CRM total solution. CRM can make explicit connection between what managers know about their customers and how they can leverage that information to create customer value. In the future, customers will increasingly seek to manage the relationship themselves, using new technologies, and that companies need to prepare themselves for their world.

Advantages
A CRM system is aimed at providing the following benefits: Quality and efficiency Decrease in overall costs Decision support Customer Attention Increase profitability

Challenges
Complexities Fragmentation Security concerns

Hardware/Software Requirements
System Component Platform Windows PHP Database MySQL Web Server Apache Applications Microsoft Word Microsoft Excel Client (Browser) Google Chrome 14, Latest stable version Latest stable version 2003, 2007 2007 2.0, 2.2 5.1, 5.5 Windows Server 2003 or later 5.2, 5.3 Supported Versions Comments

Conclusion:

A crm system based on php and mysql was developed. It includes functionalities for lead entry, lead conversion , opportunity linkage, customer detail management and sales reporting facilities. The entire process right from lead creation to deal finalization is automated here. It mainly focuses on retail customers of car business. However, this crm can be customized for use in other verticals and domains easily.

References:
ARC, (1999). Integrating Strategy. Technology & Process to Implement e-Customer Relationship. Management. eBusiness Executive Report, 3, pp.13. Arthur Andersen Business Consulting, (1999) Knowledge Management: Jissen No Tame No Best Practice.

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