Assignment 2

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Learner Name: Dina Amaliyah Romadhoni

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 Assignment 2: Task 1 – CRM Ecosystem
• What are the three major groups of CRM ecosystem?
• Explain the uses of the CRM ecosystem with real industry case and suitable examples.

1. CRM Ecosystem 2. Three Major CRM 3. CRM Ecosystem in

Definition Ecosystem Real Industry
 What is CRM Ecosystem?
• CRM (Customer Relationship Management) ecosystem is a collection of tools, technologies, and
platforms that businesses use to manage their customer interactions, relationships, and data.
• It includes different types of software applications such as sales, marketing, and customer service
automation, analytics and reporting tools, social media monitoring and engagement software, and
customer data management systems.
1. CRM Ecosystem
Source: https://www.stridelysolutions.com/resources/blog/crm-ecosystem-a-quick-overview-to-what-you-are-missing-out/
Definition

AIMS:
TOOLS:
CRM ecosystem aims to help businesses
Some of the popular CRM software platforms
understand and engage with their customers
in the ecosystem include Salesforce, HubSpot,
2. Three Major better, improve customer satisfaction, and
CRM Ecosystem Microsoft Dynamics 365, and Zoho CRM.
increase sales and revenue.

COMPONENTS
The components of the CRM ecosystem include customer feedback
3. CRM Ecosystem tools, customer engagement software, customer loyalty programs,
in Real Industry
and customer experience management (CEM) solutions.
 Task 1
Question 1 Task 1: Three Major Groups of CRM Ecosystem
CRM solution providers offer a range Some of the providers:
of software products and services, Salesforce, Microsoft
CRM Solution including marketing automation Dynamics 365, HubSpot,
Providers software, sales-force automation, Zoho CRM, and
service automation, and partner SugarCRM.
1. CRM Ecosystem
Definition relationship management

Types of CRM Service

provide the underlying technology and Providers:
Infrastructure & Strategy, business,
infrastructure needed to support CRM
Service Providers application,
solutions.
2. Three Major technical consulting, and
CRM Ecosystem outsource service
providers

Hardware & Hardware & Infrastructure vendors Hardware:

Infrastructure provide high level emphasis tools that are IBM, Dell, Hewlett-
vendors needed to achieve CRM Goals. Packard
3. CRM Ecosystem
in Real Industry Infrastructure:
Avaya, Genesis, Siemens
 Task 1
Question 1
CRM Solution
Providers Group 1: CRM Solution Providers
CRM solution providers offer a range of tools and services to help businesses manage their customer
relationships more effectively. Here are the components that are provided by CRM Solution Providers:

1. Marketing. CRM providers can help the businesses manage the customers data, it can be used for:
1. CRM Ecosystem • Lead generation and management
Definition • Email marketing
• Social media marketing
• Personalization: personalize marketing messages and offers based on customer data and behavior.
• Analytics
2. Sales. This component includes analyzing customers' buying journey and behavior, analyzing competitors,
and creating a sales forecast for the company to make future plan of sales strategy.
2. Three Major
CRM Ecosystem 3. Service Automation. CRM solution providers offer tools for ticket management, self-service portals,
chatbots and virtual assistants to help businesses provide faster and more efficient customer service.
The providers also offer customer feedback management tools to help businesses collect and analyze
customer feedback, which can help improve customer satisfaction and retention rates.
4. Partner Relationship Management. Partner Relationship Management focuses on managing relationships
with channel partners and resellers. The analytics tools from CRM solution providers to help businesses
3. CRM Ecosystem measure the effectiveness of their partner programs, identify areas for improvement, and optimize their
in Real Industry
partner engagement strategies.
 Task 1 Infrastructure &
Question 1 Service Group 2: Infrastructure & Service Providers
Providers

Infrastructure and service providers are another important part of the CRM ecosystem, as they provide the
underlying technology and infrastructure needed to support CRM solutions.

1. Strategy Consulting. This is the feature of service providers that can help businesses to create strategies
1. CRM Ecosystem related to customers, contracts, channels, and CRM strategy. The example of service providers that have
Definition service consulting are McKinsey, Peppers, and Rogers.
2. Business Consulting. This is the feature of service providers that can help businesses to improve business
process re-engineering, and best practice for CRM. The example of service providers that
have business consulting are Accenture, Bearing Point, CGEY.
3. Application Consulting. This is the feature of service providers that can help businesses design
and develop the modification of application, project management of software package implementation
2. Three Major
CRM Ecosystem and training. The example of service providers that have application consulting are CRM Solution
companies, Accenture, CGEY, Bearing Point, IBM.
4. Technical Consulting. This is the feature of service providers that can help businesses design
implementation of technical infrastructure integration. The example of service providers
that have technical consulting are Unisys, IBM, Logica
5. Outsource Service Providers. The outsource technology and business process outsource. The example
3. CRM Ecosystem of service providers that have outsource service providers are EDS, IBM, CSC, Acxiom.
in Real Industry
 Task 1
Question 1
Hardware
& Infrastructure
Group 3: Hardware & Infrastructure
Vendors Vendors
Hardware and infrastructure vendors provide the physical components and infrastructure that are
needed to support CRM solutions. This includes the servers, storage systems, networking
equipment, and other hardware components needed to run CRM software. These are the example
1. CRM Ecosystem
of Hardware & Infrastructure vendors:
Definition
1. Hardware vendors provide the physical hardware components that can be eligible to manage
and support the infrastructure that runs CRM solutions. The vendors are Dell, HP,
Lenovo, Apple, Samsung.

2. Three Major 2. Infrastructure vendors provide the servers, storage systems, networking equipment. The
CRM Ecosystem vendors are Amazon Web Services (AWS), Avaya, Genesis, Siemens, IBM Cloud

3. CRM Ecosystem
in Real Industry
 Task 1
Question 2 The uses of the CRM ecosystem with real industry
• CRM (Customer Relationship Management) ecosystem in industry is a CRM system that is operated in a
company with the aim of improving customer relationships, finding new potential customers, and
retaining existing customers.
• By implementing a CRM system, the company can facilitate the collection, organization, and
management of customer information, all in one place.
• Generally, CRM systems are widely used by medium to large-scale companies. However, small-scale
1. CRM Ecosystem
companies can still use CRM systems in their businesses.
Definition
These are some of the industries that implemented CRM:

FMCG
MANUFACTURE
CRM system will be very useful for managing
A CRM system in a manufacturing company
the workflow and assigning field sales
2. Three Major can help manage everything related to the
personnel in distributing products and
CRM Ecosystem production process.
recording new orders.

RETAILS
The retail industry such as online shops will
greatly depend on a CRM system, as it can
3. CRM Ecosystem
in Real Industry simplify and automate the entire retail
business process.
 Task 1
Question 2 Case Study: Unilever CRM

1. CRM Ecosystem
Definition
Unilever before Implementing CRM Ecosystem:

1. Unilever is a global FMCG company that sells a wide range of products, including food, beverages,
cleaning products, and personal care products.
2. Before implementing CRM (Customer Relationship Management), Unilever faced a number of
2. Three Major challenges in managing its customer relationships, including:
CRM Ecosystem
• Limited customer insights --> made it difficult to deliver personalized experiences and targeted
marketing campaigns.
• Inefficient processes: Unilever's customer service and support processes were not well-integrated,
leading to delays and inconsistencies in customer interactions.
• Poor communication: There was a lack of communication and collaboration between Unilever's
3. CRM Ecosystem sales, marketing, and customer service teams, which made it difficult to provide seamless customer
in Real Industry experiences.
https://crmside.com/crm-case-studies/
 Task 1
Question 2 Case Study: Unilever CRM x Salesforce
According to challenges that Unilever Faced,
in 2012 Unilever started to use Salesforce as CRM System – Solution Provider CRM

1. The main reason for choosing Salesforce and making a change was the plan of the company to move
from project-based to platform-based solutions.
2. After implementing Salesforce, Unilever was able to change its approach to developing new program
solutions and improve its processes:
1. CRM Ecosystem
Definition • The costs for development and implementation decreased by 40%. As a result of implementing
Salesforce, the solution implementation processes were improved.
• Additionally, the sales representatives are able to use the Salesforce services to place and manage
customer orders immediately, while visiting clients, which is both convenient and time-efficient.
• Three concepts that were applied by Salesforce are cloud computing, marketing automation, and
analytics (BI). The concepts help Unilever to implement the effective strategy.
2. Three Major
CRM Ecosystem The products from Salesforces used by Unilever:

3. CRM Ecosystem
in Real Industry

https://www.salesforce.com/resources/customer-stories/unilever-grows-sustainable-brands-with-salesforce/
 Assignment 2: Task 2 – CRM Integration Types
• List down all the types of integration you can do with CRM with it’s benefits to business
• Give an e.g. of any two types of CRM integration with it’s application that can be beneficial to the e-
commerce industry?

1. CRM Integration 2. CRM Integration 3. CRM Integration for

Definition Types & Benefits e-Commerce
 What is CRM Integration?
• CRM integration involves linking each application with the companies' CRM platform, enabling data to
move in either direction or between them.
• The purpose of integrating CRM is to have all the data from the business software gathered in one
place, ensuring that it has an accurate and comprehensive understanding of the business and
1. CRM Integration customers.
Definition
Source: https://www.salesforce.com/crm/crm-integration/

How does CRM Integration work?

2. CRM Integration NEEDS API

Types & Benefits CONNECT CRM integration can be obtained by
CRM integration connects multiple registering with API providers. Aplication
applications or systems used by a business Programming Interface (API) can quickly
into one integrated platform integrate existing and future business
applications and systems
3. CRM Integration
for e-Commerce
 Task 2
Question 1 Task 2: Types and Benefits of CRM Integration
Types of CRM Integration

1. Email Integration:
• Email integration within CRM software allows
1. CRM Integration company to access business contacts and emails,
Definition use shared templates, and run timed email drip
campaigns to improve lead nurturing efforts.
2. Phone & SMS Integration
• CRM integrations for phone and SMS provide
additional channels to engage with leads and
customers. Phone integration can make outbound
2. CRM Integration calls, record conversations, and log calls in CRM.
Types & Benefits
SMS integration enables text marketing campaigns
and follow-ups with contacts.
3. Social Media Integration
• Integrating CRM with social media allows for
streamlined social management and faster response
3. CRM Integration times to customer inquiries.
for e-Commerce
https://fitsmallbusiness.com/crm-integration/
 Task 2
Question 1 Task 2: Types and Benefits of CRM Integration
Types of CRM Integration
4. Marketing Automation
• This integration enables automated marketing
actions based on customer activity or trigger, such as
initiating a drip email campaign when a prospect
1. CRM Integration subscribes to a mailing list.
Definition 5. Collaboration
• We can collaborate our CRM software, which has
specific features that we need. For example, we can
integrate Salesforce with Slack or Pipedrive with
Trello.
6. E-Commerce
2. CRM Integration • Integrating CRMs with ecommerce platforms results
Types & Benefits
in a more streamlined sales process, as contacts,
products, and orders are automatically synced
between the two platforms. Examples of such
integrations include HubSpot and Shopify,
7. Accounting
3. CRM Integration • The CRM platform can handle payments and
for e-Commerce precisely track revenue sources, eliminating the
need for manual financial data https://fitsmallbusiness.com/crm-integration/
 Task 2
Question 1 Task 2: Types and Benefits of CRM Integration
Benefits of CRM Integration
• Improved data accuracy and reduced manual data entry by syncing and centralizing records
across platforms
1. CRM Integration • Increased efficiency by eliminating the need to access multiple programs to manage
Definition
different areas of a project
• Reduced training time and costs as employees can use the tools they are most familiar with
and share knowledge across interconnected systems
• Optimized marketing and sales efforts through detailed insights into customer profiles,
behavioral triggers, and targeted automated marketing campaigns
2. CRM Integration • Opportunities to boost revenue through upselling and cross-selling by sales reps and
Types & Benefits
marketing automation based on a centralized database of customer purchases

In conclusion, with accurate data and interconnected systems, businesses can work more
efficiently and effectively, ultimately leading to improved customer experiences and increased
ROI.
3. CRM Integration
for e-Commerce
 Task 2
Question 1 Task 2: CRM Integration for E-commerce

• Ecommerce businesses can utilize customer relationship management (CRM) software to manage their
websites, inventory, and transactions from a single system.
• The top ecommerce CRMs also offer the ability to create and execute omnichannel marketing
campaigns to establish and maintain customer loyalty while keeping track of the business' past
1. CRM Integration
Definition customer engagements.
• The best CRM integration for e-commerce can vary depending on the specific needs and requirements
of the business. However, here are some popular CRM integrations for e-commerce:
1. Salesforce: Salesforce offers a range of CRM integrations for e-commerce, including integrations
with popular e-commerce platforms such as Magento, Shopify, and WooCommerce. These
integrations allow businesses to manage customer data, orders, and payments directly within
2. CRM Integration Salesforce.
Types & Benefits 2. HubSpot: HubSpot offers a CRM integration for e-commerce that enables businesses to track
customer behavior and purchase history, and create targeted email campaigns based on that data.
The integration supports popular e-commerce platforms such as Shopify, Magento, and
BigCommerce.
3. Zoho: offers a comprehensive set of features for managing customer relationships, including
3. CRM Integration
contact management, lead tracking, sales pipeline management, marketing automation, and
for e-Commerce customer analytics.
 Task 2
Question 1 Task 2: CRM Integration for E-commerce – Sociolla

1. CRM Integration
Definition
• Sociolla is one of the leading e-commerce platforms in Indonesia that focuses on selling
beauty and personal care products.
• To manage their customer relationships, Sociolla uses a CRM software.
• Sociolla needs the CRM Software that can provide marketing integration, and social media
2. CRM Integration integration.
Types & Benefits • As an e-commerce platform, Sociolla may benefit from integrating their CRM with their e-
commerce platform. This can help them track customer behavior on their website, identify
sales opportunities, and provide a more personalized shopping experience to customers.
• As an e-commerce for beauty products, Sociolla need to integrate the social media, because
people usually interested to buy beauty products after they see the review on Social Media.
3. CRM Integration
for e-Commerce
 Task 2
Question 2
The Benefits of Using of CRM Integration for e-Commerce - Sociolla
The two main things that is beneficial for e-commerce CRM integration are Marketing Automation and
Social Media Integration.

CRM Integration for e-commerce

1. CRM Integration Marketing Automation Integration Social Media Integration

Definition

• Integrating a marketing automation platform • Integrating social media platforms, like

with an e-commerce CRM, businesses can Facebook or Twitter, with an e-commerce
streamline marketing efforts, generate leads, CRM can improve customer engagement and
and personalize recommendations for response time.
2. CRM Integration customers based on purchase history. • When a customer posts a question or
Types & Benefits • This strategy can help the company gain more complaint on social media, the integration can
profit by increasing the customer value. automatically create a support ticket within
the CRM and notify the appropriate team
member to respond.
• Therefore, it can improve customer service
and build stronger relationships with
3. CRM Integration
for e-Commerce customers.
 Task 2
Question 2
The Recommendation of CRM Software to Integrate e-Commerce
CRM Integration for e-commerce

Marketing Automation Social Media Integration

CRM software example that is good for CRM software example that is good for Social
1. CRM Integration Media Integration:
Definition
Marketing Automation:

2. CRM Integration • Salesforce CRM: allows businesses to monitor

Types & Benefits
• HubSpot CRM: has a powerful marketing and respond to customer inquiries and
automation to help businesses automate their complaints on social media platforms, such as
marketing efforts and personalize Twitter and Facebook, directly from their CRM.
recommendations based on purchase history. • Zoho CRM: offers a social media integration
• Marketo can integrate with e-commerce that allows businesses to monitor and respond
3. CRM Integration websites to help businesses streamline their to customer inquiries and complaints on social
for e-Commerce
marketing efforts and generate more leads. media platforms.
- Thank You -