Group Project: e-CRM Implementation for AIA Australia (ISY3004)

This project focuses on the implementation of an e-CRM (Customer Relationship Management) system for AIA Australia, an insurance provider. The student utilized e-CRM software to manage various business functions, including sales, marketing, and customer support. The project covers the use of e-CRM for managing contacts, opportunities, leads, and sales processes. It also explores marketing automation, campaign launches, and reviews. The student references several academic sources to support the chosen approach. The project uses SuiteCRM to manage the features of the enterprise and provides an overview of how CRM can be used to improve business processes and customer relationships. The project includes the management of accounts, contacts, opportunities, meetings, leads, sales, procurements, workflow, and marketing activities. The student also highlights the importance of CRM in providing tools for reporting and result analysis. This project demonstrates how e-CRM can be applied to improve business operations and customer satisfaction, using AIA Australia as a case study.

An approach for business
CUSTOMER
RELATIONSHIP
MANAGEMENT (CRM)

e-CRM
• An organization has used e-
CRM for managing their
customers in a proper way.
• E-CRM (Customer
Relationship Management)
system has used for
managing different functions
• There are some parts of
CRM, which areas:
• Sales
• Marketing
• Support
• Feedback

E-CRM use
• E-CRM provides these
facilities, which areas:
• Relationship management
• E-Mail integration
• E-Mail marketing
• Customers phone support
• Process Documents
• Hardware and software
• Follow-up and projects

Services of E-CRM
• E-CRM software has provided
these services, which areas:
• Business analysis
• Financial Solutions
• Sales
• Customer service
• Marketing strategy

Manage Accounts
• Admin can use authentication for the improvement
of processes and they can manage all the users and
operators accounts I choose AIA Australia as a
company., which provides insurance to other
companies.

Manage Contacts
• Contact can be managed easily. There are some
important factor of the e-CRM, which can manage all
operations (Joseph, 2016)

Manage Opportunities
• It provides various opportunities to the company

Manage meetings
• Company can manage meetings in a easy way
(Nyadzayo, and Khajehzadeh, 2016).

Manage Leads
• Lead can be managed in a easy way

Manage Sales
• Sales can be managed in easy way

Manage Procurements
• CRM is the best way to manage procurement of the
company.

Manage workflow
• Manager can manage workflow in easy way(Ruivo,
Oliveira, and Mestre, 2017).

Manage Marketing (Surveys, Campaigns,)
• Admin can provide authority to the managers for create
and handle survey and campaigns using suiteCRM in
easy way.

Marketing automation
• Automation is better with the software (Badwan, Al
Shobaki, Naser, and Amuna, 2017).

Marketing activities
• This Software can manage activities properly, which
has generated by the managers (Kale, 2016).

Campaign launch
• Admin provides rights to the manager to launch
campaigns to manage new products

CRM reviews
• Manager can review all the processes in a proper
manner.

Results analysis
• CRM provides tools for the reporting and result analysis.
Senior manager can view results (Kaul, 2017).

Exponential interaction
• CRM provides integration of all the functions of the
activities (Nyadzayo, and Khajehzadeh, 2016).

Activity logs
• Manager can visit activity logs to monitor and control all
the processes (Soltani, and Navimipour, 2016).

References
• Badwan, J.J., Al Shobaki, M.J., Naser, S.S.A. and Amuna, Y.M.A., 2017. Adopting technology
for customer relationship management in higher educational institutions. International
Journal of Engineering and Information Systems (IJEAIS), 1(1), pp.20-28.
• Hassan, R.S., Nawaz, A., Lashari, M.N. and Zafar, F., 2015. Effect of customer relationship
management on customer satisfaction. Procedia Economics and Finance, 23, pp.563-567.
• Ruivo, P., Oliveira, T. and Mestre, A., 2017. Enterprise resource planning and customer
relationship management value. Industrial Management & Data Systems, 117(8), pp.1612-
1631.
• Kale, V., 2016. Enhancing Enterprise Intelligence: Leveraging ERP, CRM, SCM, PLM, BPM,
and BI. Auerbach Publications.
• Nyadzayo, M.W. and Khajehzadeh, S., 2016. The antecedents of customer loyalty: A
moderated mediation model of customer relationship management quality and brand
image. Journal of Retailing and Consumer Services, 30, pp.262-270.
• Soltani, Z. and Navimipour, N.J., 2016. Customer relationship management mechanisms: A
systematic review of the state of the art literature and recommendations for future
research. Computers in Human Behavior, 61, pp.667-688.
• Kaul, D., 2017. Customer Relationship Management (CRM), Customer Satisfaction and
Customer Lifetime Value in Retail. Review of Professional Management, 15(2), pp.55-60.
• Joseph, F., 2016. An Analytical study on impact of Customer Relationship Management in
Retail sector. International Journal of Research in Social Sciences, 6(12), pp.427-434.

Any Queries ???