Oracle apps crm
- 2. What is CRM? CRM, Customer Relationship Management is a business strategy that enables organizations to get closer with their customers, to better serve their needs, improve customer service, enhance customer satisfaction and thereby maximize customer loyalty and retention.
- 3. CRM (Customer Relationship Management) - Why is it Important? Every business has to focus on the needs of the customer. CRM (Customer relationship management) is the array of processes that help a company to understand the preferences or dislikes of individual customers in order to build lasting relationships. CRM solutions help to safely store volumes of customer data in an organized easy-to-access manner. By analyzing this data businesspersons can determine individual customer behavior, analyze preferences and provide one-to-one services to maximize customer satisfaction. Such a customer-centric approach helps to augment customer loyalty and increase their value to the company.
- 4. CRM Modules : SC : Service Contract Oracle Service Contracts provides a complete contract authoring execution solution to manage warranties, extended warranties, usage, subscription services IC : Install Base Oracle Install Base is a centralized repository of information for an item instance and its tracking details including location, status, ownership, party, account and contact relationships, configuration data linked to Contracts,service requests repairs. Field Service : Oracle Field Service (formerly Service Online) drives profitability by automating the process of dispatching field technicians to service calls in remote locations Mobile Field Service : Oracle Mobile Field Service enables customer service agents to access and update key information via both hand-held and laptop devices. Depot Repair : Oracle Depot Repair drives profitability by automating the entire in-house repair process, from the creation of the Return Material Authorization (RMA) to billing and shipment of the repaired product back to the custom Oracle CRM foundation ( Group of people ) Components Territory Management – used to automatically assign the transaction like opportunities, leads and service request to sales service & collection team Assignment Management : to weigh resource availability & skill sets to determine the assignment of the resources Escalations Management : allows you to proactively and reactively respond to potential problem situations.