Customer Relationship Management (CRM) is one of the marvelous concepts
which broke the business world in the 1990s with the promise of eternal change
how small and large businesses are involved with their customers. In
However, in the short term, it proved to be a cumbersome process that was better
theory, as in practice for a number of reasons. The first of these was that it was
was simply so difficult and expensive to track and retain the high volume
records need to be updated accurately and continuously.
However, in recent years, newer software systems and more advanced
tracking features significantly improved CRM capabilities and its real promise
CRM becomes a reality. As the price is a newer, customizable Internet
found solutions in the market; the competition has lowered the prices
that even relatively small businesses enjoy the benefits of certain habits
At the beginning …
In the 1980's, database marketing appeared, which is simply a catch
which defines how customer service teams talk about their conversations
each for each customer of the company.
It was a valuable asset for larger, key clients
the communication lines are open and meet the needs of customers. In
However, in smaller clients, it proved to be repeated, surveyed
information that is crowded with databases and does not provide much insight. As
companies began tracking database information, they realized that bare bones
everything was needed in most cases: what they regularly buy what they are doing
spend what they are doing.
Progress in the 1990s
In the 1990s, companies began to improve customer relationship management
so that it was rather a two-way street. Instead of simply collecting the data
has been returned to their customers for their own use not only
is the obvious purpose of better customer service, but incentives, gifts and
other benefits for customer loyalty.
This was the beginning of the most popular flyer program, bonus
refers to credit cards and other resources based on CRM
track customer activity and expenditure patterns. CRM is now in use
ways to increase sales passively and with an active fix
The Age of True CRM
Indeed, genuine customer relationship management has started, as I was thinking today
seriously at the beginning of the century. As software companies have begun
has released new, more advanced solutions that can be customized
industries have been able to dynamically use the information.
CRM has made it possible to continuously understand customer needs
behaviors. Distribute information, subfolders, and custom customized features
enabled companies to divide information into smaller sub-sets, so they
can not only evaluate specific statistics, but also information about motivation
and customer feedback.
The Internet has provided tremendous support to these huge databases
for storing on-site information. Where companies face difficulties
supported the tremendous amount of information, the Internet is new
options and CRM started when service providers started moving to the Internet
With the increased fluidity of these programs, a less rigid relationship emerged
between sales, customer service and marketing. CRM enabled a
new strategies for more co-operation between different divisions
through shared information and understanding that increases the customer
satisfaction from order to end product.
Today CRM is still the most commonly used by highly dependent companies
with two different features: customer service or technology. The three sectors
is a business that relies heavily on CRM – and is used for great benefits
financial services, various high technology companies and the
The financial services sector monitors the level of customers in particular
satisfaction and customer looking for changes and
contains custom features. They also track changes in investment habits and spending
patterns as the economy moves. Industry-specific software can provide
financial service providers have really impressive feedback in these areas.
Who is in the CRM game?
About 50% of CRM's market is currently divided into five major players
in the industry: PeopleSoft, Oracle, SAP, Siebel and a relative rookie
Telemation, Linux based and old standard, Database Solutions,
The other half of the market belongs to many other players, though
Microsoft's new release on the CRM market may change soon. whether
Microsoft can grasp its market share. However, their own
brand awareness can benefit them for small businesses a
First CRM Package.
PeopleSoft was founded in the mid-1980s by Ken Morris and Dave
Duffield client-server-based human resource application. 1998
PeopleSoft has developed into a purely Internet-based system, PeopleSoft 8.
No client software for maintenance and supports more than 150 applications.
PeopleSoft 8 has over 2,000 dedicated developers and $ 500 dollars
million in research and development.
PeopleSoft branched from the original human resource platform to
1990, and now supports everything from customer service to supply chain
. A user-friendly system requires minimal training
cheap to install. .
PeopleSoft was a major contributor to CRM, with a detailed analysis
program that identifies and prioritizes clients with many customers
criteria, including purchase amount, purchase costs, and frequency
Oracle has built a solid foundation for high-end customers in the late 1980s,
then exploded into national attention in 1990 when Tom Siebel,
has been aggressively selling small and medium business CRM solutions.
Unfortunately, they could not follow the incredible sales
collected and encountered a few years of real problems.
Oracle has stood up after restructuring and self-focus
and until the middle of the 1990s, the company again played a leading role in CRM
technologies. He is still a leader of the company
market with Oracle Customer Data Management System.
Telemation's CRM solution is flexible and user-friendly, a
toolkit that makes the variable functions and settings relatively straightforward. The system
also provides a fast learning environment that newcomers will appreciate. the
is unique in its compatibility with Windows
Linux program. Will Linux be the Future of the Future? We do not know, but if so
Telemation is in front of the game.
Over the last few years …
In 2002, Oracle released Global CRM in the 90-day package that promised
Fast implementation of CRM at company offices. Included with the package
was a basic service charge for setting up and training basic business needs. .
In 2002 (in the Star of the CRM), SAP America's mySAP is one
"middleware" hub capable of connecting SAP systems to external and external connections
front and back office systems for a unified operation that connects partners,
Employees, Processes and Technologies in a Closed System.
consistently based its business primarily on enterprise-size businesses
to invest millions in CRM systems that worked for them in $ 2.1
billion in 2001. However, revenues in 2002 and 2003 were smaller
CRM companies have joined ASP (Application Service Providers). These
companies, including UpShot, NetSuite and SalesNet, offered CRM-style businesses
tracking and data management without the high cost of running a traditional CRM.
In October 2003, Siebel launched CRM OnDemand in collaboration with IBM.
Access to the Incorporated Monthly CRM Solution Slot that Has Delivered to the Market
gale force. Some of the monthly ASPs were armed for others
Siebel's growing confusion due to brand identity and increasing loss
market share. In the brilliant stroke, Siebel got UpShot a few months
later to start and smooth the transition to the ASP market. it
was a successful step.
Microsoft is going to tell you too soon in the game
what results will be achieved, but it seems likely that they may gain some share
is a small business that is willing to buy from knowledge and usability. ASP's will
continues to be popular, especially with medium-sized businesses
companies such as NetSuite, SalesNet and Siebel's OnDemand. CRM a
the web has arrived!
This article was reprinted as "CRM History"
Copyright © 2004-2005 Evaluseek Publishing.