Posts Tagged ‘CRM Architecture’



Customer relationship management is all about putting your customers first, understanding the needs of your clientele and designing Products and services which meet those requirements is all but a easy task, finding new customers and engaging the existing ones for them to keep coming back for more is a planned and intelligent approach, using tools like CRM which provide flexibility, seamless collaboration of information, creative thinking in rules and policies, abundant storage and much more is a important part of a company’s marketing strategy.

The Cloud:

Cloud computing has become a important part of this process with most vendors offering CRM solutions on the cloud, such solutions are now much more affordable for the masses. As a metaphor for the internet “The Cloud” harnesses the processing or computation power and storage capacity of multiple computers and servers, such services commonly known as SaaS, do not require the end user knowledge of the physical location and configuration of the system that actually provides the service.

Cloud Computing

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Advantages of using Cloud Computing in CRM implementation:

There are a lot of advantages in running a business application which operate’s from a remote server that can be accessed via “The Internet” aka “The cloud”, with cloud the end user can simply log on to the business application generally using a web browser to gain access to the CRM system, generally paying a small monthly fee for the service, the user can avert financial expenses in setting up the infrastructure and maintaining it, security patches, computer viruses and system crashes are all taken care of by the vendor, software updates are also provided by the vendor and are updated at the server side from his end.

Not only can business avoid financial waste but they can also track their employee’s performance and maintain a collaborated systematic database which post analysis will help business in understanding their customers better and hence formulate better workflows and administrative policies.

Hence CRM implementation via cloud computing (HOSTED CRM) provides all the benefits of On-premise model, but at a much lower cost and minimal infrastructure and maintenance staff. Not only that, the model also provides troubleshooting in a contained and secured way making sure that no virus contamination reaches the end user ever.

Disadvantages of using Cloud Computing in CRM implementation:

Cloud computing application is hosted and is heavily dependent on Network connectivity, and requires higher bandwidth to run the SaaS based applications. In case the network goes down the company loses its access to its business applications running on the cloud.

Some more disadvantages of cloud computing are being addressed to by each vendor in their own way, concerns about Data Security –

How the data is transported form user end to vendor’s server?
Is it encrypted to avoid interception?
What happens once the data reaches the vendors server? Is it stored encrypted?
What is the strength of the encryption algorithm used?
How often is the data being backed up? Etc.


CRM Architecture

October 14, 2010 1 comment

Sustainable CRM landscape with a concrete implementation roadmap.                                                                     

Operational Collaborative Analytical
  • Automation of certain business process.
  • Boost marketing activities and sales


1) Enterprise Marketing Automation.

Provides the management valuable company information about the business climate, competitors, and trends within the industry & other important variables.

Basically strengthens the entire enterprise level marketing operations.

Integration of various technologies used for on field and in-house processes can provide added advantage as data would be available for analysis.

2) Customer Service Automation.

Automation in customer service related processes, helps save time and resources, leads to better customer satisfaction.

Applications specially designed to help sales representatives gather maximum amount of data from the customer during a call.

3) Sales Force Automation.

it Involves automation in company’s sales processes helps make tasks easier and speeds up the sales process.

This is done by automating repetitive steps or special applications to help get work done at a faster pace and in minimum time,


Providing sales representatives added advantage to gather maximum information from the customer to help close the sale at record times.



Collaboration places emphasis on quick and efficient information exchange between different departments of the company to better the interactions it has with its customer.


  • This is done using a effective Business Intelligence Tool called CRM,


  • The main objective being to better understand its customers and their needs.


  • This is done collaborating different technologies used in an organization in one single platform,


  • This is Collaboration Platform consists of various applications help employees carry out day to day activities like – Task Management or handle multiple tasks using Project Management,



  • With a Desktop like User Interface it provides email application in the same window this saves time and effort as employees never have to leave the browser, giving sales representative extra time to focus on sales.


  • CRM Architecture is designed to be flexible enable ling businesses to Integrate new functions in the software to customize and automate according to requirements,


This helps a great deal as management can integrate different features specific to their business model and practices, sales can hence use relevant information panels in the same window to help completing tasks faster and more efficiently.

CRM analytics deals with analyzing data collected in CRM software, it is a continuous process which if conducted regularly  helps the management to

  • Enhance customer experience.
  • Develop new products/services.
  • Boost profitability.

Data affects profitability as it can be used to

  • Cross-sell products to their existing customers.
  • It also helps a great deal in retaining the existing client base which otherwise might stitch to other service providers.
  • Analytics help in keeping the customer more informed by providing them additional account related information if required and that too in the quick way and in real time.

Data can be used by the management for

  • Understanding the pattern of sales, inventory, and profits.
  • Better understanding of these elements would also aid in Fraud Detection, as any irregularities in such the pattern can quickly be detected using historical data.
  • It can also be used to develop new products and services, according to changing market needs and customer buying trends.
  • Management can use it for maintaining optimum levels of inventory; hence it also aids business risk management.

Companies can use this valuable resource to alter/tweak current business strategy, develop new more effective methods to work and plan for the future.


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