Role of MIS in CRMPresentation by Vishnu.r

Planned system of collecting ,storing, and transmitting data in the form of information needed to carry out the functions of management.

A computer-based system. provides past, present and prediction

information's.

Management Information System

CRM is an enterprise application module that manages a company's interactions with current and future customers by organizing and coordinating sales and marketing, providing better customer services along with technical support.

Customer Relations Management

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To keep track of all present and future customers

To identify and target the best customers

To let the customers know about the existing new products and services

To provide real-time and personalized services based on the needs, wants and habits of the existing customers

To provide superior service and consistent customer experience

To implement a feed-back system

Need for CRM

Importance of CRM

Customer Acquisition

Customer Satisfaction

Competitive Advantage

Efficiency

Security

Actionable Data

  Personalizing the Web interface The role of IT is to provide advanced features such as

making previous order information available, suggesting new products based on previous orders and many more. By doing so the customer feels more personal i.e. when a customer log on to a website and the site welcomes the customer with his name on the website. This is an excellent tool to increase the moral of the customer.

Providing complete product information The best website provides complete product

information, ranging from pictures of the items in questions to complete specifications. With the use of CRM the web would be able to offer products according to the customers need. With CRM and IT one can streamline the site by offering products based on customer provided information, including interest and geographic location.

Role Of MIS in CRM

Integrating information into ones website Numerous sites already on the Internet that might have

information about the product category. Integrate the company’s site with the web, rather than trying to build a silo of information. The site can even offer services like comparing two similar product features and suggesting the idle option for the customer.

Providing an easy ordering and billing process The electronic shopping cart model has been used effectively, allowing

customers to browse a web site and add items of interest to their cart. The ease of ordering and billing process is an essential feature of any CRM enabled site. Customer should always have the ability to quickly see their orders and to review information related to their orders.

Providing service after sales A key to successful CRM is keeping your customers satisfied

and interested after sale. This will ensure that the customer will return in the future. The company should provide at a minimum, email tracking for the customers with regard to delivery and to keep track the product with the help of many IT enabled tools so the customers can get an exact summary of the location and status of their order

Seven Business and Technology Trends in CRM Software

CRM vendors are now beginning to offer integration with third-party, comprehensive social media applications that is adding a new social element in traditional CRM processes. These new ‘social CRM’ applications enable a business to connect customer conversations and relationships from social networking websites into the CRM process. ISM sees social CRM becoming integrated in CRM platforms and applications for a more complete view of customers through the use of feeds from social media channels.

Social media can also refer to Web-based services that emphasize online collaboration and sharing among users. Computers and other technologies have shifted from one-way static communication to platforms for interaction and community building. In addition, ISM forecasts that the monitoring, filtering and analyzing of relevant social media posts for sentiment and other organizational purposes will be an increasing focus for the CRM industry over the next three to five years.

Many CRM vendors see social media as a cost-effective method to improve their customer assistance options. Customers are no longer calling the help line when they have a problem — they are tweeting about their problems, posting and finding the appropriate solutions within online forums or discussing problems on Facebook with their contacts. ISM sees more and more organizations building online communities (requiring components such as dialogues, forums, ideation, media sharing and blogs) for customer assistance, which increasingly come with tight integration into other CRM processes.

Big Data analytical tools, which include predictive modeling, can now foretell the monetary value and profitability of a particular customer. These tools take into account profiling customers based on their behavior, segmenting markets and predicting customer purchases based on past purchase information and psychographic/demographic data, as well as determining cross-sell opportunities. 

CRM vendors continue to develop and release mobile CRM application modules, especially those that are bundled with or work on a large variety of handheld and/or wireless devices. ISM foresees mobile apps extending influence on the CRM marketplace as CRM applications will look and behave more like apps that are accessible on mobile devices. Consequently, CRM applications accessed on mobile devices will streamline their user interface and make their applications simple to use. Wireless components will increasingly allow users to make business decisions in real time while simultaneously creating analytics in real time — all of which support a growing movement toward real-time CRM.

CRM software vendors are increasingly offering CRM software solutions via the SaaS model, which is also referred to as an on-demand solution and is part of the growing cloud computing movement. While not applicable for all organizations, the SaaS model is attractive because it can circumvent traditional problems with the CRM client-server model including initially high prices, time-consuming deployments and the need to perform software upgrades. The two major drivers of accelerated adoption of SaaS in organizations include initial cost advantages and increased proof of data security.

Gamification, which utilizes game design techniques and mechanics to enhance user adoption of CRM applications, is growing in importance. Business leaders are increasingly conducting trials on CRM programs that leverage game elements that provide a clear sense of progress, instant feedback loop and reward incentives — and directly accelerate the accomplishment of measurable performance objectives.