Day 2 Learnings (Can Kızılay)

The CRM namely the Customer Relationship Managment is a process, a set of information technologies, that focuses on customers so that firms have a knowledge of their needs, wants, and buying patterns. In this way, CRM helps companies understand, as well as anticipate, the needs of current and potential customers.

Main providers of CRM are Oracle, SAP, Peoplesoft. The Siebel CRM belongs to Oracle. The Siebel has many advantages against its competitors, which can be stated as,

1) Highest market share

2) Easy to implement

3) High number of integration points

4) User friendly

5) Easy to configure

6) Easy administration and maintenance

Industry specific solutions help the CRM applications more customised. There are some industry specific solutions of Siebel CRM, which are,

1) Consumer Goods

2) Finance

3) Pharma

4) Energy

5) Media

6) Clinic

Siebel CRM has some applications like,

1) Employee application

a)Call center

b)Sales

c)Field Service

2) Partner Application

a)Partner Portal

b)Partner Manager

3) Customer Application

a)Advisor

b)Orders

c)Prices

d)Service

e)Sales

Siebel CRM has also 5 different Client configuration,

1) Web Client

2) Handheld Client

3) Wireless Web Client

4) Mobile Web Client

5) Dedicated Web Client

The physical architecture of Siebel CRM consists of,

1)Enterprise Server

a)Gateway Server

b)Siebel Server(s)

2)Web Server

3)Siebel File System

4)Database Server

Why should a company not implement an ERP system? The main reasons are initial costs, the costs don’t justify the benefits, organization readiness, not enough staff for this time consuming operation, belief of no need for growth, knowledge and capability are not accessible.

ERP systems change the way people do business, since it requires so much input data from the business. The costs of running ERP systems on a company makes it feasible for big companies. Also, the analyses whether or not a ERP system is needed is crucial to increase the possibility of success. The main failure is because of mostly the succesfull analysis is not implemented. The Potential Analysis are,

1) SWOT Analysis

As mjority of the M BA students know, SWOT stands for the Strengths, Weaknesses, Opportunities and Threats of a company. The Strengths, Weaknesses terms are internal part of analysis and, Opportunities, Threats are external part of analysis.

2) GAP Analysis

It is a measure that states difference between where you want to be and your capabilities. It analysis whether you are able to implement.

3) Elevator Speech

The main things that should be addressed are the product service solution, problem it addresses, what does it do, how it works and benefits.

Executives identify mainly, improvement opportunities, benefits, implementation plan and metrics