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Customer Relationship Management (CRM) bukan hanya sebuah konsep atau  sistem, melainkan strategi bisnis dengan tujuan untuk memahami,  mengantisipasi dan mengelola kebutuhan dari organisasi dan pelanggan  yang potensial. Secara ilmiah telah dibuktikan bahwa cost untuk  mengakusisi customer/klien baru jauh lebih besar dibandingkan cost untuk  mempertahankan customer/klien yang sudah ada. Di sinilah peran CRM  sangat menentukan untuk membina hubungan bisnis dengan para customer/klien yang sudah ada maupun membangun hubungan bisnis dengan customer/klien yang baru.

SugarCRM
, yang merupakan solusi CRM berbasis open source yang terbaik di kelasnya, telah mengakomodasi semua kebutuhan dalam membangun dan membina hubungan bisnis yang dimiliki perusahaan.

 

We are pleased to announce that Rabobank, have become our clients. Rabobank need a CRM system to improve services and relations with the Customer, and their choice fell on SugarCRM and we elected to become Rabobank vendor through selection process with several other vendors. SugarCRM for Rabobank requires a business process that is quite unique. CRM System, in this case : SugarCRM, originally designed for Business to Business (B2B). In B2B, their customers are companies or organizations, not individuals. While bank is B2B and B2C company. Through a long brainstorming session, we succeeded in formulating business processes to these needs, CRM System : SugarCRM for B2B and B2C.

The salespersons and marketers often have different views on the CRM(Customer Relationship Management) system .

There are groups who say that the primary function of the CRM system is to help them manage marketing daily activities.

But there are other groups who argue that the system's main function is more to how we build relationships with customers/clients.

If we look at the text book on CRM, the core of the Customer Relationship Management (CRM) is to leverage relationships with customers/clients.

For example : regarding customer data sharing. For salespersons and marketers, customer data is a sensitive issue that they do not want to share to their other colleagues. Their reason: competition.

But on the other hand, the sharing of customer data to other sales and marketers, will increase enterprise service to customer/client.

If considered as a mere tool to help employee productivity, the concept of CRM is only limited to: 'Serving the customer is mine, do not need to bother the other customers in this company that is not my responsibility'.

Imagine if customer data can only be seen by one salesperson only. When the salesperson is absent, maybe because of illness, vacation, etc., and at that time his/her customer/client has some issues that can not be postponed, there will be a plenty of time wasted for customer to explain the issue from beginning, it also can reduce employee productivity .

So what to do?

First, the core spirit of CRM must be instilled to sales and marketers in the company. That the main goal to be achieved from the Customer Relationship Management is to improve the quality of relationships with the customers/client.

Second, to avoid unhealthy competition among salespersons or a marketers, company need to have right access settings for each user. For example each user can see the detail the customer, but to edit it or add an opportunity, must obtain approval of the user that 'owns' that customer/client. This right access setting is facilitated by SugarCRM.


In SugarCRM , we can set the permissions level for each module for each user. Permission level varies from: see general information, edit, import, export, etc.

Although Open Source CRM (Customer Relationship Management) has existed since a few years ago, but still many companies are hesitant to try to use them. This is mostly due to the wrong perception of open source, such as that the open source systems are less powerful or less reliable than proprietary systems, also that open source does not provide support to the users. But Martin Schneider, Senior Director SugarCRM (one of Open Source CRM service provider) give different perspective, open source CRM now, is as reliable as proprietary systems, and price could be less expensive and give better results.

So what are the considerations for your company to use open source CRM? Here are some reasons.

Do More with Less . We exclude Community Edition from our , including SugarCRM Community Edition. Paid editions of Such as Professional SugarCRM and Enterprise Edition when compared to proprietary systems like Salesforce.com, SugarCRM Enterprise Edition is still less expensive significantly. Price $ 600 per user/year compared to $ 1,500 per user/year. With the same features, functions and support.

Professional Service Support. Commercial open source CRM, has the same support compared to proprietary systems, both online and by phone, depending on which services who you buy. There are also many online forums and message board where users can obtain free help and advice. For open source CRM Community Edition, there many vendors who provide support services.

Control and Modification. Because the open source CRM solutions using open standard, where the program code can be obtained by anyone, of course it'seasier to modify than proprietary CRM program. You can do the modifications by yourself without having to pay to another party.

User Friendly. Generally, internet users say that open source CRM is easier to use, this was due to more familiar interface. Open source CRM is generally put on a web-based interface, while proprietary use non web-based interface. The learning process will be faster and less time for training.

Better Integration. In general, the commercial open source CRM, can be integrates with Microsoft Outlook and other applications.

Highly Scalable. Unlike the proprietary solutions, you change scale/number of users in commercial open source CRM easily. Suppose we want to increase the number of users into several hundred more users will be more effective if we use open source CRM. To be more specific if this application operate in the cloud-based environment, where the cloud-based general use open source so the change/increase in scale to some degree canbe carried out without adding significant cost, because the price of hardware and storage media is relatively cheap and the software infrastructure is basically Free.

Run on any platform. Basically, open-source can work on platform or any application, meaning no hardware investment required nor new software.

Run on any devices. open source CRM solution can be accessed via PC, laptops or other mobile device with a connection to the internet. Freedom device usage is important, because it means the company can access their CRM programs on any device, without additional hardware or restrict usage only to multiple types of devices, Schneider reviewed.

Mobility Support. While in general CRM applications can be run on mobile devices, SugarCRM mobility with a higher priority launched the "Sugar 6" this summer. Sugar mobile applications can be obtained free for iPhone, Blackberry, Android, Microsoft Windows Mobile, even for any type of mobile phone. Why is this so important? Say for example you're a small businessman who has eight salesmen, eg Salesman A wearing the iPhone, B and C use the Blackberry, and others use HTC or even Motorola, with open source CRM they can remain use the same application with the same functionality, can access same database, without needing to change anything on their mobile phones. This means that employers do not need to purchase additional costs new cellular phone device, Ugrade programs, services or otherwise.

Rapid Fix and Patch . Provider of open source solutions in general can be more quickly in providing updates/patches from proprietary software company. So that error correction program and new features, can be more quickly released, and updates system can be done through the web simultaneously without disturbing the business process.

Reference: http://www.ecrmguide.com/article.php/3886511