B2ba Usa Considers Implementing a Crm System

Thach N. Tran

010722946

tranngocthach1994@gmail.com

Course Code

Business 187- Business System

B2BA USA Considers Implementing a CRM System

03/16/2016

Executive Summary

I’m Thach N Tran writes this case analysis to analyze the potential benefits that a CRM system can bring to the B2BA Firm in San Francisco. I am a graduated college student who is standing out of the crowd at the age of 21. I get a chance to participate in the team because I know how to research and some knowledge about Saleforce’s CRM system.

As an accounting company, we must understand our clients to build good relationship. CRM is a good tool to connect us to our clients.

B2BA’s company

The B2BA Company is a mid-size company, which is located at San Francisco. This firm is in accounting services industry. The firm needs to improve the communications with existing clients. The company need to corporate with CRM systems to improve their services. The company is mostly using some contact management to covert the accounting data to some excel files and it cannot be used for future forecast. To build strong databases, the company needs to have technology involved and CRM is a good choice. After some researching about CRM and knowledge about Sales force, I found that CRM is a good system and can be used for B2BA Company.

[pic 1]

Introduction

Today, business world is changing rapidly. Technology is developing. People have many ways to collect data. As an accounting service company, B2BA needs to compete and improve services. There are some benefits for the B2BA Accounting Company to work with a new CRM system. With CRM, they work with you to improve your service and they are existed to help you. CRM is a term that is about the company’s strategies, practices, and technologies used to manage or analyze customer’s interactions and databases for the companies. Today, CRM Company develops some systems called CRM software to help the company easier to use and manage data on single database.  Using CRM systems, there are some major benefits: improving the customer support, customer satisfaction, increases revenue at low cost, easy to use and will not change the organization’s structure, save time. CRM systems help company to have effective communication. For example, you are calling a potential supplier. When you pull up the supplier’s phone number, you can access to the call history and the notes so you can remember some useful information. You also save time on scheduling. Scheduling a meeting is much more easier. CRM systems bring a lot of benefits to the salespeople who do a lot of calling. When the salespeople make a call to a customer and the customer does not pick up the phone. The CRM system reminds the salesperson to call back.

What are CRM’s functions?        [pic 2]

According to Techtarget.com, there are some major functions for the CRM systems such as: Marketing Automation^[1], Sales Force Automation, Contact Center Automation, Geolocation Technology. Marketing automation is an integral component of customer relationship management.  

The Sales force automation: Also known as sales force management^[2]. A CRM system can help achieve this by automatically tracking all contact and follow-ups between both sides.

According to Techtarget.com, Contact center automation^[3] has various software tools that integrate with the agent's desktop tools can handle customer requests in order to cut down the time of calls and simplify customer service processes. Geolocation technology^[4] can also be used as a networking or contact management tool in order to find sales prospects based on location.

CRM Failure Rates.

According to Harvard Business Review, there are 41% of all implementations fail, 55% do not produce results. When CRM is not implemented right, it becomes the worst investment for the company.

The Benefits Of Implementing A CRM System 

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http://www.forbes.com/sites/louiscolumbus/2014/05/06/gartners-crm-market-share-update-shows-41-of-crm-systems-are-saas-based-with-salesforce-dominating-market-growth/#6440cf011d6f

The main benefits of implementing a CRM system are increasing the revenue. According to Forbes Magazine, we have the chart above. The chart shows an average of increasing revenue 20-30 % by using CRM system.

produce results  

The 5 Best CRM systems that would be appropriate for B2BA Company

Today, Technology is developing. Many CRM companies are formed to support people. Companies have many choices for their needs. There are also a large amount of failures because companies are not clearly understood and use wrong system. Wrong decision is lead to system failure and poor performance. CRM companies are improving their software to provide the best service. People are satisfying with their choice based on what they need for their companies. There are 5 CRM systems that are popular today are:  Oracle OnDemand, Aplicor, NetSuite, SugarCRM and salesforce.

Oracle OnDemand

The first CRM systems, CRMlandmark.com recommend today is Oracle OnDemand. According to Anthony Lye^[5], Oracle is a powerful CRM system that supports account planning, assessment, basic customer model and the ways manage customers.  This system also has strong sale force automation.

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