Activity 1 - Research the CSF of organisations providing CRM technology or supporting such databases.

             The definition of Customer Relationship Management is providing exceptional customer service. This entails rapid responses to all customer inquiries and demonstrations of active concern for customer satisfaction. CRM is a comprehensive sales and marketing approach to building long term customer relationships and improving business performance. It is a way of helping an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail.

             The best Customer Relationship Management (CRM) systems include: .

             1) The ability to provide faster response to customer inquiries .

             2) Increased efficiency through automation .

             3) Having a deeper knowledge of customers .

             4) Getting more marketing or cross-selling opportunities .

             5) Identifying the most profitable customers .

             6) Receiving customer feedback that leads to new and improved products or services .

             7) Doing more one-to-one marketing .

             8) Obtaining information that can be shared with the company's business partners.

             How Siebel's Critical Success Factors assists in the internal growth of the company and their competitive advantage.

             Siebel Systems enable organizations to create a single source of customer information that makes it easier to sell to, market to, and service customers across multiple channels, including the Web, call centers, field, resellers, retail, and dealer networks. This is done by providing a comprehensive family of multichannel eBusiness applications and services.

             Built on a proven, component-based architecture, Siebel eBusiness Applications are designed from the ground up to be completely Web-based, deliver support for multiple computing platforms, and provide automatic upgrades and software distribution that significantly reduce the total cost of ownership.