first trial editied.docx - Graduate School of Business...

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Report about : Done by : Mayda ( ) Esraa Abd El.Rahman Mohamed ( 15225233 ) Nagy ( ) Abdallah Said Abd El-Ghany (15225303) Menna ( ) Reported to : Dr. Essam Kosba Date : September 2017 Leader’s Report Graduate School of Business Master of Business Administration Customer Relationship Management Systems
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Content Page Introduction …………………………………………………………………………..3 Chapter (1) Customer Relationship Management Page 1 of 23
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(1.1) Customer relationship management (CRM) Definition …………………………………..4 (1.2) History of CRM ……………………………………………………………………………4 (1.3) Why is CRM important? ……………………………………………………..……………5 (1.4) Challenges…………………………………………………………………………………5 Chapter (2) CRM Systems (2-1) What are CRM Systems………………………………… ………………………………..6 (2-2) History of CRM Software….…………………………………………………..…………6 (2-3) Why we use CRM system ? ………………………………………………………………7 (2-4) Examples Of CRM Systems…………………………….………………………..………7 (2-5) Comparison between using / not using CRM systems in the company ……………..……8 Chapter (3) what is Siebel…? (3-1) Introduction About companies ................................ …………..………………………….9 (3-2) Siebel CRM Systems ……………………………………………………………………..9 (3-3) Why Siebel Oracle? ………………………………………………………………………9 (3-4) The Business Value of Siebel CRM ……………………………………………………9 (3-5) Siebel CRM Systems applications ………………………………………………………11 (3-6) Siebel CRM Software Versions …………………………………………………………11 (3-7) Siebel CRM Software Versions ………………………………………………………….12 Chapter (4) Oracle Siebel CRM system At Vodafone (4-1) Introduction ………………………………………………………………………………13 Page 2 of 23
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INTRODUCTION . Chapter (1) Customer Relationship Management Page 3 of 23
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(1.1) Customer relationship management ( CRM ) Definition The Term CRM is consisting from 3 basic words by defining each a conceptual definition for CRM may be explained : Customer : Relation : Management : In the light of previous definitions ,the whole expression may be defined as : An approach for managing a company's interaction with current and potential customers . Concretely, it’s about gathering customer and prospect information into one central app, and then guiding your customers and prospects through the sales funnel. It also does more than that. A good CRM helps you to manage customer interactions in a way that will boost customer loyalty and generate profits that’ll skyrocket your revenue.
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