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17 Jul Edit

IMB Adopts SugarCRM

Discussion Questions

1. Question 1

IBM dropped Siebel and implemented SugarCRM for various reasons. The main reason was because of the competitive relationship between Oracle and IBM. Since the 1980s, these two companies have always been competing on the field of database management. In the dawn of the new millennium, Oracle bought Siebel CRM, and the rights shifted. It means that all the Siebel benefits were being absorbed by Oracle which was a competing company with IBM. Therefore, IBM had to find another way.

Other reasons include for a change is that the information technology industry remains to be very dynamic. It is constantly evolving and therefore IBM felt the need to change to provide their clients with visibility as they continue to improve the support for the salespersons in the marketing field. Another reason for Sugar CRM implementation was to establish a rapid, mobile access to expertise, data and the network of relationship that IBM have with its customers.

2. Why do you think IBM waited several years before switching to SugarCRM?

IBM had to wait several years before switching from Siebel to SugarCRM to make sure it was the right move. It is difficult for a corporation to change a software it has been using for years. Therefore, IBM had to test and create a control for the SugarCRM before making the shift. They had to come up with a product that had the same or a better visibility just like the Siebel.

CRM has shouldered a lot of this responsibility for the past couple of decades, and the subsequent five years will see CRM transformed, as corporations adapt to significant modifications in the way customers use technology.

Desktop computers are used almost solely for commercial enterprise and gaming now. Many clients now solely have laptops, and some solely have mobile phones. The most connected customers will have a couple of devices, inclusive of laptops, cell phones, and tablets. Moreover, the methods in which they talk are changing as well. Users who used to call or e-mail their buddies now regularly relate thru social media, such as Facebook and Twitter.

To put together for the new mobile/social/connected user, organizations want CRM that can tackle four sectors of concern:

· Mobility – That inevitably means some public or non-public cloud that permits customers (especially employees) to connect to your CRM device at any place they appear to be.

· Collaboration – Employees want to locate better methods to collaborate on projects. The days of emailing round attachments are over, or at least they should be.

· Social Media – This includes inner social media systems within the business and external social media structures that permit organizations to speak with customers

· Extensibility – Companies invest a lot into their CRM systems, so it would be first-class to have CRM software that can develop and advance according to altering enterprise needs. This extended performance is vital for industries like retail or manufacturing that may additionally have unique desires not addressed by using standalone CRM software. Extensions can also encompass vendor-supplied add-ons as well as third-party add-ons.

Companies should be prepared for these modifications in purchaser relations. However, it is finally up to CRM carriers to exchange CRM software program to provide them with the fundamental tools to adapt. Microsoft Dynamics CRM is among the modern few that are answering that call.

How are the CRM needs of other industries changing?

Data management is becoming very important for every company. Interaction of customer is the key factor for every corporation, and there is a need for modern ways of communication such as social media, e-mails, and the data need to be stored, analyzed and dispersed back to the market. It is a clear way of showing how the need for a fully functional CRM software that can carry out all these activities precisely is required.

Businesses have become customer oriented, and therefore interaction is the most important thing. Customer Intimacy is the process of wavering a product, services, and customer engagement processes to fit a client industry. It a better way of competing for smaller businesses. CRM may be used to capture information about customers and their behaviors and enable target marketing, product development, and sales activities.

Every industry has an ever increasing number of tasks, opportunities communication, cases, and information are in jeopardy when operating without the right tools. CRM is the key to helping manage their complex world without dropping the ball. Business organizations have an ever-growing risk. The bigger the business, the greater the risk. Therefore it is necessary for enterprises to use CRM to help in risk management practices.

How do CRM needs of large organisations like IBM differ from that of small and medium-sized companies?

The only difference between the CRM needs of a large corporation such as IBM differs from that of a small organization in that the size, visibility and the function of CRM of the large company must be perfect. By perfect, I mean large to accommodate a large amount of data from all over the market. Visibility and functionality are critical for large companies since the IBM must be fully functional.

Small businesses want CRM to make their enterprises greater environment-friendly and extend the income per employee. They need CRM to create repeatable successful processes. Small firms need a CRM because the providers of CRM and the competitors are searching for aggressive advantage in a multi-channel patron environment. Smaller business wants to capture the activity of customers that are increasingly more state-of-the-art and are ignoring the historical techniques we used to market and promote to them. Enterprises need a CRM to seem to be into their near future and be predictive of the revenue. Businesses want CRM to mitigate the chance and prices of their turnover. They need CRM to interact in a cycle of non-stop improvement. Organizations need CRM for their commercial enterprise to survive.

References

Prasanth, A., Bajpei, M., Shrivastava, V., & Mishra, R. G. (2015). Cloud computing: A survey of associated services. Book chapter of cloud computing: Reviews, surveys, tools, techniques and applications-an open-access eBook published by HCTL open.