CRM – CUSTOMER RELATIONSHIP MANAGEMENT

CRM – Customer Relationship Management is a complex application used for knowing better the needs and behaviour of the clients, consumers, agents (ex.  reseler, dealer, broker) and developing strong relationships with them for the full satisfaction of all their necessities, desires and tastes. A good relationship with the clients and the parteners constitutes the success of a business – “our client, our master”.

In the “Inernet economy” you are different by how you sell it, not what you sell. This is because firstly the e-client is away from the seller and the wares, acting all independent and mobile. That`s why the success on the market depends not only on the difference between the exposed products, but mainly on the customer services. The company has to permanently interact, in different forms, attractive and confortable with the clients. For example throug: e-newsletter; on line interactive forms, e-forum şi e-vote, e-mail campaigns and SMS-MMS, attractive and entertaining websites. A CRM system has the role to bind all the comonents of such a system and to develop a client oriented management.

via: mKM: mobile Knowledge Management -  Mlesnita R.A., Muntean, Cervinschi, Editura AcademicPres, 2009, Cluj-Napoca – (ISBN 978-973-744-199-7)

Case study: “ERP usage rate”-  1:2″

To ilustrate the solutions` adoption dynamics of ERP in Romania, we will Pentru a ilistra dinamica adoptarii solutiilor ERP in Romania, carrying on we will present the conclusions of a study published in the impressing eWeek magazine, no. 132, the 20th of April 2005.

via: mKM: mobile Knowledge Management -  Mlesnita R.A., Muntean, Cervinschi, Editura AcademicPres, 2009, Cluj-Napoca – (ISBN 978-973-744-199-7)

MBS – Microsoft Business Solutions, offers Navision 3.60, an ERP solution. It was implemented in Cluj-Napoca through Brinel – www.brinel.ro and in Bucharest by CG-GC – www.cg-gc.ro. MBS is mainly destined to IMM`s through improving: SCM, WMS-Warehouse Management Systems, as well as communication through ADCS-Automated Data Capture System, that uses radio-frequency.

It integrates tge XBRL- eXtensible Business Reporting Language version as a language of financial reference, as well as other Mirosoft products - (Office XP: Word, Excel, Outlook, Office Project 2003).

Navision 4.0 Business Solution – has the following modulus integrated:

- Financial anagement: Bookkeeping; Buyings and Endowments; Bank accounts; Fixed methods; Human resources; Bugetary and reports; Consolidation; Project management; Multiple dimensions; Multiple currency.

- Production: Production operations; Material`s list; Planification of the provisioning; Demands for the previsions; Planification of the capacities; Documents and interactions; the management of the production; the cost of the production; E-mail logging (Microsoft Exchange).

- Service: the articles` management for service; the tariffs` management fot service; the orders` management for service; the contracts` management for sercive; Planification and control; Programming the working.

- Distribution: the management of the inventory; the management of the deposits; the orders` processing; the management of the returns; the automatic system of captivating data; the prices for buyings-sellings; the cost of the inventories; Delivery and supply.

- Customer care: the management of the contracts; the clasification of the contracts; the management of the parteners (clients, providers, financiers…); Oppotrunities.

e-Business: Commerce Gateway; Commerce Portal; User Portal

via: mKM: mobile Knowledge Management -  Mlesnita R.A., Muntean, Cervinschi, Editura AcademicPres, 2009, Cluj-Napoca – (ISBN 978-973-744-199-7)

Commercial name of the product: Xpert® Business

Producer: Advanced Software Solutions

Demo: if interested, requests available at www.softwaresolutions.ro

Fields of activity where the product is used :

• Commerce distribution/retail
• production
• services
• transportation

Service type realized by the product: ERP, SFA, BI

Business target size(number of users): small and medium companies

Operating System: Microsoft Windows XP/2003 Server

Database: Microsoft SQL Server 2005

Development environment: .NET

Web adress for further information: www.softwaresolutions.ro

Translated by Sorodoc Iulia

Product name

mySAP CRM

Producing company

SAP

Demo

Those interested may apply in writing to the address www.sap.com/contactsap/index.epx

Fields of activity where the product is used

All fields

Type of service performed by product

CRM

Target business size (number of users)

Small, medium and large companies

Operating system

OS Independent

Database

Independent database

Development Environment

Visual Studio, X++

Web address where more information can be found

www.sap.ro/romania/solutions/business-suite/crm/index.epx

www.sap.com/company/press/factsheets/crm.epx

Product name

Microsoft Dynamics CRM

Producing company

Microsoft

Demo

Those interested can download the trial version at http://www.microsoft.com/dynamics/product/experience.mspx?mg_id=10176&wt.svl=10176

Fields of activity where the product is used

Industry

Type of service performed by product

CRM

Target business size (number of users)

Small and medium companies

Operating system

Microsoft Windows

Database

Microsoft SQL Server

Development Environment

Visual Studio

Web address where more information can be found

www.microsoft.com/crm