Customer Information Secure and Assessing Term Paper

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The Cincom CRM system also has areas where the sales teams can also enter in total contract value and the total budget for a given initiative as well. Both internally gained financial information from within the customer and the reported financial results, more easily obtained if the customer is publicly held, go into deciding which customers are the most worth investing in over time. There are also analyses completed of the churn characteristics of certain customers. These profiles of high probability churn clients are used for narrowing down the customers who are going to be invested in for the long-term as well. The company also looks at the average lifecycles of the customers' enterprise systems, creating an index of opportunity by system type over the life of a customer relationship. All of these factors are used for rank-ordering new prospect sales and for defining where up-sell and new contract renewals need to be focused. In aggregate, this approach has worked very well to prioritize sales person's time and efforts, leading to greater sales over time within existing and new accounts.

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Over time, the company looks to create more focused metrics on the value their systems deliver, including the Return on Investment (ROI) of their enterprise resource planning, channel management and product configuration systems.

Conclusion and CRM Bottom Line

The sales cycles for enterprise software are typically long, involve many different groups and functional areas, and often require intensive amounts of expertise and information to be shared. The CRM systems at Cincom Systems are specifically designed to support these types of sales cycles, specifically focusing on how to position the company as a trusted advisor in its key markets. The company's culture is very much focused on measurable performance and as a result, there is an abundance of scorecards, metrics of performance and Six Sigma assessments of processes. Cincom looks to translate all their customer knowledge into a competitive advantage by being more focused and responsive to changing enterprise software buyers' needs over time….....

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