Written on Thursday, 2nd July 2009 by Neeta
Courtesy Flickr
I have interacted with many experts in CRM/ERP development and implementations. Almost all of them opine that CRM has limited scope in Capital goods industries. They are not quite right. CRM, Customer Relationship Management was developed primarily to focus on customers of consumer goods, Telecom and Banking industry. Today also the almost 80-90% CRM implementations have been in these sectors only. CRM as of today has not been fully accepted in EPC, Capital goods and Core sector companies. These companies are not alive to the benefits these CRM modules can bring about. CRM is a concept and not necessarily a software package developed and marketed by few software behemoths. CRM implementations is supposed to bring with it Best Practices, Evaluation of customers profile, Management of leads/inquiries, Sales closures, Grievance redressal and Order execution and closure. All these activities are quite relevant in Core sector companies as well. However, not necessarily in the same format and style. CRM implementations in these companies require lot of domain knowledge. CRM in Telecom, Banking and Insurance are mostly standardized. However in organizations dealing in capital goods, the modules are required to be developed based on unique business processes and market dynamics of those organizations. Very few players have requisite wherewithal for developing and implementing these kind of processes. But potential and necessity is there to implement CRM in these sectors also.The benefits arriving out of implementations will be manifold. There will be data classification, trends analysis, market projections, customer complaint analysis, competitors’ assessment, Procurement styling etc which will aid decision making. CRM has a long way to go in Core sector companies. The journey has not even begun.
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Posted in Technology | Comments (3)
July 20th, 2009 at 6:16 am
Hey this is a very interesting article! Thanks!
September 21st, 2009 at 12:26 am
[...] needs skilled specialized core engineering professions in a large number now as the Indian infrastructure takes off. For some of us who are not familiar [...]
October 6th, 2009 at 6:03 am
Yes CRM is one of the demanding sector for the future.