Customer Relationship Management
                                   June 2016
 “The purpose of a 
 business is to create 
 and keep a 
 customer.” – Peter 
 Drucker (The Practice 
 of Management, 
 1954)
                                                                 What is a CRM?
   A way to identify, acquire, and retain customers, a business’ greatest asset. –Siebel
             A widely implemented model for managing a company’s interactions with customers, 
             clients, and sales prospects. – Wikipedia
   A strategy used to learn more about customers’ needs and behaviors in order to develop 
   stronger relationships with them. – CIO                                June 2016
                               What is a CRM?
   “It doesn't happen by simply buying software and installing it.
   For CRM to be truly effective, an organization must first understand 
   who its customers are and what their value is over a lifetime. 
   The company must then determine what the needs of its customers 
   are and how best to meet those needs. 
   For example, many financial institutions keep track of customers' life 
   stages in order to market appropriate banking products like mortgages 
   or IRAs to them at the right time to fit their needs.
                                     2015
                                                                                                   CRM Market Share
                                                                                             Worldwide (CRM) software totaled 
                                    Salesforce; 19.7                                                                  $26.3 billion in 2015,
                                              SAP; 10.2                                                   up 12.3 percent from 2014, 
                                                Oracle; 7.8                                                  according to Gartner, Inc.
                                               Microsoft; 4.3
                                                 Adobe; 3.6
          Total; 100
                                                                                                  The CRM market is predicted to 
                                                                                                      be $36 billion market by 2017
                                                      Others; 54.4
                                                                                                 CRM offers an average return of 
                                                                                             $5.60 per every $1 spent (Gartner)
      Salesforce    SAP     Oracle   Microsoft     Adobe     Others    Total
                                                                                                                      June 2016