Discuss About The Customer Relationship Management Mechanisms.
Customer relationship management is a process that is used to manage the interaction of the company with its present and potential customers. The data of the customers are analysed with the help of this system so that the company can improve its services and relationships with the consumers. This further helps the organization in driving their sales growth and revenues in the market. The cloud CRM is mainly related to the technology that is used for the purpose of customer relationship management. The process of customer relationship management mainly refers to practices, principles and the guidelines that are followed by an organization when they interact with customers (Khodakarami and Chan 2014). CRM serves an important purpose to enhance the experience of the consumers. The data of the customers of the organization and the CRM tools are present in the cloud and are delivered to the customers with the help of Internet. The cloud based CRM mainly offers a host of services to the customers with the help of internet and various web-based tools. The employees are able to log in to the system of CRM from any computer or device. The cloud CRM also provides the customers with different mobile applications so that it is easier for them to use the software on their tablets and smartphones. Cloud CRM can thereby be stated as an improved version of the normal CRM based applications that are used by the organizations. Cloud CRM can also be termed as the Software-as-a-Service (SaaS) CRM (Nyadzayo and Khajehzadeh 2016). The cloud based CRM process can be termed as the improved and more sophisticated version of customer relationship management based process. The cloud based CRM process is faster as compared to the traditional customer relationship management related process used by organizations. The analysis in the assignment will be mainly based on the effect of cloud CRM on sales performance management.
Cloud based CRM is used by various organizations in the modern business environment which enables them to connect with the consumers in an effective manner. The speed of the CRM process has also increased due to the usage of cloud CRM by the modern organizations. This system proves to be useful for the small business organizations which do not have in-house IT based expertise. The vendor of the cloud has the responsibility to manage the software and further provide updates across the entire system (Navimipour and Soltani 2016).
The cloud based CRM provides many benefits to the organizations which are discussed as follows,
Cloud based CRM has become a huge buzz in the recent business environment and the organizations have also understood the benefits of using this system. The importance of CRM is not related to the size of the organization and the number of employees who are the members of the companies. The big business organizations invest their money easily on the cloud based CRM for the analysis of the performance of the sales team, however the small organizations are still quite reluctant to do so. The cloud based CRM has helped in change the ways by which the organizations think about the software that is used for measuring the performance levels of the sales teams. The entire process of management of performance of the sales team has changed entirely with the implementation cloud CRM (Fjermestad and Cho 2015). The new type of cloud CRM helps in lifting the business to the cloud and manage the customers and the sales team performance in an easier way. The process of installation of cloud CRM is hassle free and simpler than the traditional CRM process. The costs of implementation are also quite less and the complexity is reduced. The accessibility of the cloud CRM is also quite high as compared to the traditional processes that were used by the organizations previously. The usage of cloud based CRM is easier and the employees can track the real-time information of the consumers with the help of this process. Internet is the one and the only requirement that is related to the usage of cloud CRM by the managers (Alamgir and Uddin 2017). The small and the big organizations can easily afford to implement cloud CRM to increase the efficiency of the different processes. The levels of security of the data of sales team performance is increased with the help of the cloud CRM implementation instead of traditional customer relationship management processes. The reliability of operations of various organizations is increased with the help of the usage of cloud CRM in an effective manner. The flexibility that is introduced in the system with the help of cloud CRM is helpful in increasing the entire speed of operations (Raab, Ajami and Goddard 2016). The compatibility of the organization with the advance technologies is increased with the help of cloud CRM related capabilities. The efficiency of various organizations is increased with the help of cloud CRM implementation. The important task of the organizations in this case is to select the best cloud CRM software that suits the needs of the company. The automation of various tasks helps in increasing the speed of the different work processes of the company (Haislip and Richardson 2017).
Cloud computing offers various services which are related to the reliable speed, security and infinite expansion process. The business organizations need to evaluate their needs and demands before choosing the appropriate vendors for the purpose of implementing cloud CRM. The requirements related to cloud hosting or cloud CRM are different for various organizations. The services provided by various cloud hosting service providers however have some common features. The process of cloud computing involves many processes that are based on hosting a network for the purpose of managing and processing data online (BARTOLACCI and Meixell 2015). The different services that fall under cloud hosting service providers are as follows,
The requirements related to cloud hosting of organizations is based on the structure and the needs of the organization as a whole. The levels of security and service quality of the different service providers are however similar. The services that are offered by the providers need to be effective in increasing the efficiency and speed of operations of the different organizations.
The usage of cloud based CRM in the organizations have increased in the modern business environment by around 87% from the year 2008 to the year 2014. The small business organizations are also adopting the cloud CRM software which has helped them in increasing their efficiency (Lal and Bharadwaj 2015). The business organizations are reducing the usage of traditional CRM software and are using cloud CRM. The management of customers and their data has become easier with the usage of cloud CRM. The labour required for the purpose of implementing traditional CRM was much more as compared to the amount of employees required in the cloud CRM process. The usage of resources for the purpose of providing the satisfaction to the consumers has also been reduced by usage of cloud CRM (Romano Jr and Fjermestad 2015).
The cloud based CRM services are provided by many different organizations according to the needs and the demands of the businesses. The different real-life organizations that provide cloud based CRM services are as follows,
The various applications that have been discussed provide CRM based services to the organizations belonging to different industries or sectors. The organizations however need to select the appropriate CRM software which can help them in managing the performance of the sales team and providing satisfaction to the consumers. The users of these applications are able to take advantage of the data of the consumers and detect their needs and demands accordingly. The management of the performance of sales team customer relationship is essential for the successful operations of the organizations. The cloud based CRM helps in the management of the performance of the sales team in a compact manner and speeds up the entire process. The cloud based CRM software have been helpful for the organizations to increase their productivity, speed of services and ways of operations as well (Malik 2016). The cloud based customer relationship management software is helpful for the small business organizations so that they can increase their revenues and customer base.
Conclusion
The report can be concluded by stating that the cloud based CRM process has helped in increasing the efficiency of business organizations to a large extent. The cloud CRM method has many advantages which are related to the successful operations of the company in the market. The data of the sales team and the customers are managed in an effective manner with the help of web-based CRM services. The management of data is important for increasing the customer base and the revenues of the company. The main purpose of this report has been analyse the benefits, the challenges and the technologies that are related to the successful implementation of cloud based CRM processes in the organizations. The real-life cloud based software applications are also analysed in the report which provide different services to the organizations belonging to the different industries. The CRM applications further help the organizations to maintain the data of a huge number of the sales teams and analyse their performance to improve the operations. The CRM applications have a positive effect on the various processes of the modern organizations. The organizations however need to overcome the various disadvantages to take full advantage of the usage of the cloud based CRM software.
References
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BARTOLACCI, M.R. and Meixell, M., 2015. Success Factors in Online Supply Chain Management and e-Customer Relationship Management. Electronic Customer Relationship Management. Advances in information Management Systems, 3, pp.21-33.
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