• With the wide variety of CRM software available in the market, one wonders who to choose. There will always be those who excel in any field. The CRM field as well boasts of its major players – those who have surpassed expectations and met with customer needs, thereby inducing customer satisfaction.
• Dowell's CRM is full-featured, Open Source CRM software ideal for small and medium businesses, with low-cost product support available to production users that need reliable support.
• It is a widely used product with many users globally. It has a vibrant community of users driving the product forward, and contributing to its development. Dowell's CRM provides a complete set of CRM capabilities such as,
• Sales Force Automation
• Customer Support & Service
• Inventory Management
• Marketing Automation
• Activity Management
• Security Management
• E-Mail Integration
• Payment Module
• Calendaring
• It provides many extendable and customization features to enable your CRM solution to meet the needs of your business. In cases where you need new functionality to be added, our core team will provide customization services to meet the needs.
• It also provides, enterprise grade business productivity enhancement add-ons, Customer Portal, Outlook Plug-in for Microsoft Outlook Users, Office Plug-in for Microsoft Word Users and Thunderbird Extension for Thunderbird mail users.
• CRM's ROI -The True Picture:
• The return on investment (ROI) from CRM implementation is essential and needs to be measured as it provides a yardstick for success. CRM ROI can be termed as any of the following
• Cost reductions or efficiencies created by the CRM implementation.
• Customer retention or Customer loyalty.
• Possible customer value in the future that has been created due to CRM implementation.
• Most organizations have varied opinions about the measurement of CRM ROI. However it is often not as assumed. ROI is not as fluctuating or unpredictable as expected. Following the right guidelines and ensuring that the utmost effort is made to ensure that it is implemented the right way, will go a long way in stabilizing ROI and ensuring that it meets with the expected results. It is absolutely essential to measure ROI and organizations should have established their own measurement criteria. The analysis of ROI in the call center or distribution system benefits is simple. However in analytical CRM, ROI measurement is harder. Despite the fact that some companies are not used to the metrics involved, measuring ROI is a perquisite.
• What you should know about CRM ROI:
• Benchmark estimates need to be twice the total cost of CRM implementation.
• Implementation should be kicked off within 7 months after conception to get positive ROI results. If this is not possible then phased implementation is the next step.
• ROI should start showing evidence within a year of implementation, failing which implementation processes need to be scrutinized.
• Pre-project and post-project ROI analysis should be compulsorily undertaken.
• Step Stones to Achieving Higher CRM ROI:
• Establishing a business plan.
• Establishing clear cut CRM objectives.
• Correct estimation of costs involved.
• Proposed financial metrics that are going to be used to measure ROI etc are to be set out.
• The time allotted for the return on investment (ROI) should be stated - which should not exceed a year.
• Costs of implementation need to be half of the amount of ROI expected.
• Costs of implementation need to be half of the amount of ROI expected.
• Non monetary and intangible benefits should also have a benchmark for success.
• An allowance for risk should also be made and the measures that will be adopted in case risks should befall the company should be laid out.
• If the above steps are followed organizations can ensure that their return on investment will meet expectations. Pre-estimation of CRM ROI as well as its post implementation measurement should be compulsorily adhered for the organization success.