Top Enterprise CRM Solutions: A Comprehensive Guide

With Top Enterprise CRM Solutions at the forefront, this guide delves into the realm of customer relationship management for large organizations, exploring the top solutions available in the market. From Salesforce to Zoho CRM, get ready to uncover the key features, benefits, and implementation strategies for maximizing efficiency and productivity.

Overview of Top Enterprise CRM Solutions

Enterprise CRM solutions refer to Customer Relationship Management software specifically designed to meet the needs of large organizations. These solutions help businesses manage interactions with customers and potential customers, streamline sales processes, and improve overall customer satisfaction.

Key Features of Top CRM Solutions for Enterprises

• Scalability: Top CRM solutions for enterprises can scale to accommodate the needs of large organizations with thousands of users and vast amounts of data.
• Customization: These solutions offer extensive customization options to tailor the CRM system to the specific requirements of the business.
• Integration: Integration with other business systems such as ERP, marketing automation, and e-commerce platforms is a crucial feature of top enterprise CRM solutions.
• Analytics and Reporting: Robust analytics and reporting capabilities allow organizations to gain valuable insights into customer behavior, trends, and sales performance.
• Automation: Automation of repetitive tasks and workflows helps improve efficiency and productivity within the organization.

Importance of CRM Systems for Large Organizations

CRM systems play a vital role in large organizations by centralizing customer data, improving communication across departments, enhancing customer service, and increasing sales and revenue. These systems enable businesses to create personalized marketing campaigns, track customer interactions, and manage leads effectively. In today’s competitive business landscape, having a solid CRM system is essential for enterprises to maintain a strong customer base and drive business growth.

Salesforce CRM

Salesforce CRM is a cloud-based customer relationship management platform that offers a wide range of features and functionalities to help businesses manage their customer interactions effectively.

Features and Functionalities of Salesforce CRM

• Customization Options: Salesforce CRM allows users to customize their CRM according to their specific business needs, including custom fields, objects, and workflows.
• Integration Capabilities: It seamlessly integrates with other applications such as marketing automation tools, email platforms, and social media channels.
• Automation Tools: Salesforce CRM offers automation tools for sales, marketing, and customer service processes to streamline operations and improve efficiency.
• Analytics and Reporting: Users can generate detailed reports and analyze data to gain insights into customer behavior and trends.

Comparison with Competitors

• Microsoft Dynamics 365: Offers seamless integration with Microsoft Office applications and strong AI capabilities for sales and marketing.
• SAP CRM: Known for its robust data management and analytics features, ideal for large enterprises with complex CRM needs.
• Oracle CRM: Provides a comprehensive suite of CRM tools, including sales force automation, marketing automation, and customer service management.

Successful Implementations of Salesforce CRM

Salesforce CRM has been successfully implemented in large companies like Coca-Cola, Toyota, and Adidas. These companies faced challenges such as data migration and user adoption but ultimately benefited from improved customer engagement and increased sales productivity.

Setting Up Salesforce CRM for a Medium-Sized Business

1. Sign up for a Salesforce account and choose the right edition based on your business requirements.
2. Customize the CRM by setting up custom fields, objects, and workflows to align with your business processes.
3. Integrate Salesforce CRM with other tools such as email marketing platforms and customer support systems for a seamless operation.
4. Train your team on how to use Salesforce CRM effectively and encourage user adoption for maximum ROI.

Pricing Comparison

CRM Solution	Pricing	Key Features
Salesforce CRM	Starting at $25/user/month	Customization, Integration, Automation
Microsoft Dynamics 365	Starting at $50/user/month	Integration with Microsoft Office, AI capabilities
SAP CRM	Custom pricing	Robust data management, analytics
Oracle CRM	Custom pricing	Sales force automation, marketing automation

Microsoft Dynamics 365

Microsoft Dynamics 365 is a robust CRM solution that offers various modules to cater to the diverse needs of enterprises. It is known for its seamless integration with other Microsoft products and its scalability for enterprise use.

Modules Available in Microsoft Dynamics 365 for CRM

• Sales: Helps in managing leads, opportunities, and accounts efficiently.
• Customer Service: Enables organizations to provide top-notch customer support and build better relationships.
• Marketing: Facilitates creating and executing marketing campaigns to engage with customers effectively.
• Field Service: Optimizes field operations and service delivery for enhanced customer satisfaction.

Integration Capabilities of Microsoft Dynamics 365 with Other Microsoft Products

• Integration with Outlook: Seamlessly sync emails, contacts, and calendars between Dynamics 365 and Outlook for enhanced productivity.
• Integration with Power BI: Utilize Power BI dashboards to gain insights from Dynamics 365 data for informed decision-making.
• Integration with SharePoint: Store and manage documents related to customer interactions within SharePoint for easy access and collaboration.

Scalability of Microsoft Dynamics 365 for Enterprise Use

Microsoft Dynamics 365 is highly scalable and can adapt to the growing needs of enterprises. Whether a company is small, medium, or large, Dynamics 365 can accommodate the increase in users, data, and functionalities without compromising performance. This scalability makes it a preferred choice for businesses looking to expand and evolve their CRM capabilities seamlessly.

Oracle CRM

Oracle CRM is a comprehensive customer relationship management solution designed to help organizations manage their sales, marketing, and customer service activities efficiently. It offers a range of tools and features to streamline processes, improve customer interactions, and drive business growth.

Key Components of Oracle CRM

• Oracle Sales Cloud: Helps sales teams manage leads, opportunities, and sales pipelines effectively.
• Oracle Marketing Cloud: Enables marketers to create targeted campaigns, track customer interactions, and analyze campaign performance.
• Oracle Service Cloud: Provides tools for managing customer service inquiries, resolving issues, and delivering personalized support.

On-Premise vs Cloud-Based Oracle CRM

On-premise Oracle CRM involves installing the software on local servers, giving organizations full control over their data and customization options. However, it requires a significant upfront investment and ongoing maintenance costs. On the other hand, cloud-based Oracle CRM is hosted on remote servers, offering scalability, flexibility, and accessibility from anywhere with an internet connection. Organizations can benefit from regular updates, lower upfront costs, and reduced IT infrastructure requirements.

Organizations Benefiting from Oracle CRM

Case Study 1: Company X implemented Oracle CRM and saw a 20% increase in sales productivity within the first year. The sales team was able to track leads more efficiently and close deals faster.

Case Study 2: Organization Y improved customer satisfaction by 30% after integrating Oracle CRM into their customer service operations. The service team was able to resolve issues promptly and provide personalized support to customers.

SAP CRM

SAP CRM, or Customer Relationship Management, is a robust solution designed to meet the specific needs of various industries. Let’s delve into the industry-specific functionalities offered by SAP CRM and explore the customization options available for enterprises. We will also discuss how SAP CRM seamlessly integrates with other SAP products for efficient data flow.

Industry-Specific Functionalities

• Automotive Industry: SAP CRM provides tools for managing customer relationships throughout the vehicle lifecycle, from sales to service.
• Retail Industry: The solution offers features for personalized marketing, loyalty programs, and omnichannel customer engagement.
• Telecommunications Industry: SAP CRM enables telecom companies to streamline sales processes, manage customer service interactions, and analyze customer data for targeted marketing campaigns.

Customization Options

• Personalized Workflows: Enterprises can tailor workflows in SAP CRM to align with their specific business processes and requirements.
• Configurable Reporting: Customizable reporting functionalities allow organizations to track key performance indicators and generate insights tailored to their needs.
• User Interface Customization: SAP CRM offers options for customizing the user interface to enhance user experience and productivity.

Integration with Other SAP Products

SAP CRM seamlessly integrates with other SAP products such as SAP ERP, SAP S/4HANA, and SAP Marketing Cloud. This integration ensures a unified data environment, enabling real-time data sharing and synchronization across different modules. By leveraging this integration, enterprises can achieve a holistic view of customer interactions and streamline business processes effectively.

HubSpot CRM

HubSpot CRM is known for its user-friendly features that make it easy for businesses to manage customer relationships effectively. With a simple interface and intuitive tools, users can easily track interactions, manage contacts, and analyze data to improve their sales and marketing strategies.

Explore the user-friendly features of HubSpot CRM

• Customizable dashboard for easy access to important metrics and data.
• Integrated email tracking to monitor customer engagement and interactions.
• Automated workflows to streamline lead nurturing and follow-up processes.
• Contact management tools to organize and segment customer data efficiently.
• Reporting and analytics features for tracking sales performance and identifying areas for improvement.

Compare the pricing plans of HubSpot CRM with other enterprise CRM solutions

• HubSpot CRM offers a free version with basic features, making it a cost-effective option for small businesses.
• Paid plans include additional features such as email marketing, lead scoring, and custom reporting.
• Compared to other enterprise CRM solutions like Salesforce and Microsoft Dynamics 365, HubSpot CRM tends to be more affordable for businesses looking for essential CRM functionalities.

Share tips for effective lead management using HubSpot CRM

• Utilize lead scoring to prioritize high-quality leads and focus on prospects with the most potential for conversion.
• Set up automated email sequences to nurture leads and keep them engaged throughout the sales process.
• Create targeted lists and segments based on customer behavior and interactions to personalize marketing efforts.
• Regularly review and analyze data to identify trends, optimize strategies, and make data-driven decisions for lead management.

Zoho CRM

Zoho CRM is a powerful customer relationship management solution that offers a wide range of automation capabilities, customization options, and integrations to help large enterprises streamline their processes and improve customer relationships.

Automation Capabilities

Zoho CRM provides automation features such as workflow rules, macros, and blueprint that allow businesses to automate repetitive tasks, streamline processes, and improve efficiency. These automation capabilities help large enterprises save time and resources while ensuring consistency in their customer interactions.

Customization and Flexibility

Zoho CRM offers extensive customization options, including custom modules, fields, and layouts, to tailor the CRM system to the specific needs of large enterprises. The flexibility of Zoho CRM allows businesses to adapt the system to their unique requirements, making it a versatile solution for organizations with complex processes.

Success Stories

Several companies have successfully leveraged Zoho CRM to enhance their customer relationships and achieve business growth. For example, Company X increased its sales by 30% after implementing Zoho CRM, while Company Y improved customer satisfaction by 20% through personalized interactions using the CRM system.

Integration with Third-Party Applications

Zoho CRM supports seamless integration with a wide range of third-party applications, such as email marketing tools, accounting software, and e-commerce platforms. This integration capability allows large enterprises to enhance productivity by connecting Zoho CRM with other systems and automating data transfer between them.

Artificial Intelligence and Machine Learning Features

Zoho CRM incorporates artificial intelligence and machine learning features for predictive analytics, lead scoring, and customer insights. These advanced technologies help businesses make data-driven decisions, identify trends, and forecast customer behavior, enabling them to proactively engage with customers and drive revenue growth.

Email Marketing Campaigns

Setting up and configuring email marketing campaigns within Zoho CRM is a straightforward process. Users can create custom email templates, schedule automated campaigns, track email performance metrics, and segment their contacts for targeted marketing efforts. This functionality helps large enterprises engage with customers effectively and drive conversions through personalized communication.

Pricing Plans

Zoho CRM offers flexible pricing plans tailored to the needs of different businesses, including large enterprises. The plans vary in features such as sales automation, marketing automation, analytics, and integrations. Businesses can choose the plan that best suits their requirements and budget, ensuring they have access to the key features needed to optimize their CRM operations.

Customization and Integration

Customization plays a crucial role in enterprise CRM solutions as it allows organizations to tailor their CRM systems to meet specific business needs and requirements. Integrating CRM systems with existing enterprise software is essential for seamless data flow and improved efficiency.

Importance of Customization in Enterprise CRM Solutions

Customization in CRM solutions enables organizations to adapt the system to their unique workflows and processes. This ensures that the CRM system aligns with the specific needs of the organization, leading to increased user adoption and improved productivity.

• Customizing fields, modules, and workflows in CRM systems can streamline processes and make data entry more efficient.
• Personalizing user interfaces and dashboards based on roles and responsibilities can enhance user experience and boost productivity.
• Creating custom reports and analytics can provide valuable insights into customer data and help in making informed business decisions.

Best Practices for Integrating CRM Systems with Existing Enterprise Software

Integrating CRM systems with existing enterprise software requires careful planning and execution to ensure data consistency and seamless workflow automation. Best practices include:

1. Evaluating the compatibility of CRM systems with existing software to avoid conflicts.
2. Mapping data fields and processes between CRM and enterprise software for smooth data synchronization.
3. Testing the integration thoroughly to identify and resolve any issues before full deployment.

Examples of Customized CRM Solutions Boosting Efficiency

Customized CRM solutions have been instrumental in boosting efficiency in large organizations by:

Enabling personalized customer interactions based on historical data and preferences.

Automating repetitive tasks and workflows to save time and resources.

Integrating CRM systems with AI and machine learning capabilities for predictive analytics and personalized recommendations.

Benefits of Integrating CRM Systems with Marketing Automation Tools

Integrating CRM systems with marketing automation tools allows organizations to:

• Automate lead nurturing and follow-up processes to improve conversion rates.
• Track and analyze customer interactions across multiple channels for targeted marketing campaigns.
• Align sales and marketing efforts for a unified customer experience and improved ROI.

Tutorial on Creating Personalized Dashboards in CRM Software

Creating personalized dashboards in CRM software for different user roles involves:

1. Identifying key performance indicators (KPIs) relevant to each user role.
2. Customizing dashboard layouts and widgets to display relevant information at a glance.
3. Setting up user-based permissions to control access to sensitive data and features.

Impact of Off-the-Shelf CRM Solutions vs. Customized Ones

Off-the-shelf CRM solutions offer standard features and functionality, while customized CRM solutions are tailored to meet specific business needs. The impact on overall business performance can vary:

• Off-the-shelf solutions may be cost-effective and quick to implement but may lack flexibility and scalability.
• Customized solutions can provide a competitive edge by aligning closely with business processes and improving user satisfaction.

Process of Data Migration in CRM System Integration

Data migration when integrating a CRM system with other enterprise applications involves:

1. Assessing the data to be migrated and mapping it to the new system’s data structure.
2. Cleaning and preparing the data to ensure accuracy and consistency.
3. Testing the migration process to verify data integrity and completeness.

Data Security and Compliance

When it comes to data security and compliance in top enterprise CRM solutions, it is crucial to understand the measures in place to protect sensitive information and adhere to industry regulations.

Data Security Measures

Most top enterprise CRM solutions implement robust data security measures to protect customer information from unauthorized access, data breaches, and cyber threats. These measures often include:

• Encryption of data both in transit and at rest to prevent interception or unauthorized access.
• Role-based access control to ensure that only authorized users can view or modify sensitive data.
• Regular security audits and vulnerability assessments to identify and address potential security risks.
• Secure authentication methods such as multi-factor authentication to verify the identity of users.
• Data backup and disaster recovery plans to ensure business continuity in case of data loss or system failure.

Compliance Standards

CRM systems must adhere to specific compliance standards to meet regulatory requirements and ensure data privacy for enterprise use. Some of the key compliance standards include:

• General Data Protection Regulation (GDPR) for protecting the personal data of EU residents.
• Health Insurance Portability and Accountability Act (HIPAA) for safeguarding protected health information in the healthcare industry.
• Sarbanes-Oxley Act (SOX) for financial data protection and accountability in publicly traded companies.
• Payment Card Industry Data Security Standard (PCI DSS) for securing credit card information and transactions.

Tips for Ensuring Data Privacy and Security

To enhance data privacy and security while using CRM systems, consider implementing the following tips:

• Regularly update CRM software and security patches to protect against known vulnerabilities.
• Train employees on data security best practices and the importance of safeguarding sensitive information.
• Monitor user activity within the CRM system to detect any unusual behavior or unauthorized access.
• Implement data encryption for sensitive information to prevent unauthorized access in case of a data breach.
• Establish clear data retention policies to ensure that data is not stored longer than necessary.

Customer Support and Training

In any enterprise CRM solution, customer support and training are crucial aspects for successful implementation and utilization of the system. Let’s delve into the key elements related to customer support and training in CRM systems.

Customer Support Options

Customer support options provided by top CRM solutions typically include various channels such as email support, phone support, live chat, and help centers. Some platforms also offer dedicated account managers for personalized assistance.

• 24/7 support for critical issues
• Online community forums for peer-to-peer support
• Access to a knowledge base for self-help
• Regular software updates and bug fixes

Training Programs

Training programs are essential for ensuring that employees understand how to effectively use the CRM system. Different user roles within a company may require tailored training methods, such as on-site workshops, webinars, or video tutorials.

• Hands-on training sessions for new users
• Ongoing training for existing users on new features
• Certification programs for advanced users
• Role-specific training to address different needs

Ongoing Support Strategies

To provide ongoing support to employees using CRM systems, companies can implement strategies like regular check-ins, feedback surveys, and refresher training sessions. Creating a knowledge base with FAQs and troubleshooting guides can also empower users to resolve common issues independently.

• Regular communication to address user queries
• Feedback mechanisms to identify pain points
• Performance metrics to measure support effectiveness
• Proactive monitoring of system usage for potential issues

Measuring Effectiveness

Measuring the effectiveness of customer support efforts within a CRM system can be done through metrics like response times, resolution rates, customer satisfaction scores, and user engagement with support resources. These metrics help in identifying areas for improvement and optimizing the support process.

Role of Feedback Mechanisms

Feedback mechanisms play a vital role in improving customer support and training initiatives. Gathering feedback from users on their experience with the CRM system helps in identifying pain points, areas of improvement, and training needs. This feedback loop enables continuous enhancement of the support and training processes to meet user requirements effectively.

Mobile Accessibility

Mobile accessibility is a crucial aspect of top enterprise CRM solutions, allowing users to access customer data, update records, and manage tasks on the go. It provides flexibility and convenience for field sales teams, enabling them to stay connected and productive while out in the field.

Salesforce CRM

• Salesforce offers a mobile app that provides full access to CRM data, including customer profiles, sales opportunities, and communication history.
• Field sales representatives can update records in real-time, log activities, and access important documents from anywhere, improving efficiency and collaboration.
• With features like GPS tracking and route optimization, Salesforce’s mobile app helps sales teams plan their visits and prioritize leads effectively.

Microsoft Dynamics 365

• Microsoft Dynamics 365’s mobile app allows users to view customer information, track sales pipelines, and manage customer service requests from their mobile devices.
• Field sales teams can update accounts, create leads, and collaborate with colleagues seamlessly, enhancing productivity and customer engagement.
• The app’s offline capabilities ensure that users can access critical data even in areas with limited connectivity, ensuring continuous operations.

Benefits of Mobile CRM Access for Field Sales Teams

• Increased Productivity: Mobile CRM apps enable field sales teams to respond to customer inquiries, update records, and close deals faster, leading to improved productivity.
• Real-time Information: Access to real-time customer data and insights allows field sales representatives to make informed decisions and provide personalized service while on the go.
• Enhanced Collaboration: Mobile CRM apps facilitate seamless collaboration among team members, enabling them to share information, coordinate activities, and work together efficiently.

Reporting and Analytics

In the world of enterprise CRM solutions, reporting and analytics play a crucial role in helping organizations make data-driven decisions and improve their overall business performance. Let’s delve into the features and capabilities offered by the top CRM solutions in this area.

Reporting and Analytics Features

• Salesforce CRM: Salesforce offers robust reporting and analytics tools that allow users to create custom reports, dashboards, and charts to track key metrics and performance indicators. The platform also provides AI-powered analytics for predictive insights.
• HubSpot CRM: HubSpot’s reporting features enable users to generate detailed reports on sales activities, marketing campaigns, and customer interactions. The platform also offers customizable dashboards for real-time tracking.
• Zoho CRM: Zoho CRM provides advanced reporting capabilities with a wide range of predefined reports and customizable dashboards. Users can analyze sales trends, customer behavior, and campaign performance.

Benefits of Data Analytics

Data analytics within CRM systems help organizations gain valuable insights into customer behavior, sales trends, and marketing campaign effectiveness. By analyzing data, businesses can identify opportunities for growth, optimize strategies, and improve overall customer satisfaction.

Creating Custom Reports and Dashboards

To create customized reports and dashboards in CRM systems, users can typically choose fields, filters, and visualization options to tailor the output to their specific needs. By selecting relevant data points and metrics, organizations can gain a clear overview of their performance and make informed decisions.

Comparison of Reporting Capabilities

• Salesforce CRM: Known for its extensive reporting features and AI-driven analytics, Salesforce offers a wide range of options for creating detailed reports and visualizations.
• HubSpot CRM: HubSpot’s reporting capabilities focus on providing in-depth insights into sales and marketing activities, with customizable dashboards for tracking progress.
• Zoho CRM: Zoho CRM excels in offering a variety of predefined reports and customizable dashboards to analyze sales data, customer interactions, and campaign performance.

Generating Sales Performance Report

Creating a sales performance report using data from a CRM platform involves selecting relevant sales metrics, setting filters for specific time periods or regions, and customizing the report layout. The generated report can provide valuable insights into sales revenue, conversion rates, and individual performance.

Setting Up Automated Reports for Marketing Campaigns

Automating reports for marketing campaigns in CRM software requires defining report criteria, scheduling report generation at regular intervals, and selecting recipients for the reports. By automating this process, organizations can track campaign performance and make timely adjustments for better results.

Role of AI and Machine Learning

AI and machine learning technologies play a significant role in enhancing analytics within CRM systems by providing predictive insights, identifying patterns in data, and recommending personalized actions. These advanced capabilities help organizations optimize their strategies and improve customer engagement.

Implementation Strategies

Implementing a CRM system requires careful planning and execution to ensure it aligns with the specific needs of a business. Customization, integration, data migration, training, and user adoption are key steps in the implementation process.

Customizing a CRM System

Customizing a CRM system involves tailoring the platform to meet the unique requirements of a business. Key steps in this process include:

• Identifying specific business needs and goals
• Mapping out the customization requirements
• Configuring fields, workflows, and processes accordingly
• Testing and refining the customized features

Integrating Third-Party Applications

Integrating third-party applications with a CRM platform enhances its functionality and streamlines processes. Best practices for seamless integration include:

• Choosing applications that complement the CRM system
• Ensuring compatibility and scalability
• Testing integration thoroughly before deployment
• Maintaining regular updates and monitoring

Cloud-Based vs. On-Premise CRM Solutions

A comparison table outlining the pros and cons of cloud-based CRM solutions versus on-premise solutions:

Cloud-Based CRM	On-Premise CRM
Pros: Scalability, accessibility, lower upfront costs	Pros: Data control, customization options, security
Cons: Data security concerns, reliance on internet connection	Cons: Higher initial investment, limited accessibility

Data Migration Planning

Data migration planning is crucial when transitioning to a new CRM system to ensure a smooth process. A checklist for successful data migration includes:

• Assessing current data quality and integrity
• Mapping data fields for accurate transfer
• Testing data migration with sample sets
• Backing up data before migration

Training and User Adoption

Training and user adoption play a vital role in CRM implementation success. Strategies for ensuring effective user adoption include:

• Providing comprehensive training sessions
• Offering ongoing support and resources
• Incorporating user feedback for system improvements
• Recognizing and rewarding user engagement

Future Trends in Enterprise CRM

The future of Enterprise CRM is constantly evolving with advancements in technology. Let’s explore some key trends that are shaping the CRM landscape.

Blockchain Technology in Data Security

Blockchain technology has the potential to revolutionize data security in CRM systems by providing a secure and transparent way to store and access customer information. With blockchain, data can be encrypted, decentralized, and tamper-proof, reducing the risk of data breaches and unauthorized access.

Augmented Reality and Virtual Reality in Customer Experiences

Augmented reality (AR) and virtual reality (VR) are transforming customer experiences within CRM platforms by providing immersive and interactive ways for customers to engage with products and services. These technologies enable personalized and engaging interactions, leading to increased customer satisfaction and loyalty.

Cloud-based CRM vs. On-premise CRM

A comparative analysis between cloud-based CRM solutions and on-premise CRM systems reveals that cloud-based solutions offer greater scalability, flexibility, and cost-effectiveness. Cloud-based CRM allows for easy access to data from anywhere, seamless updates, and lower upfront costs compared to on-premise systems.

Internet of Things (IoT) for Real-time Customer Data

The integration of Internet of Things (IoT) devices in CRM systems allows for the collection of real-time customer data, enabling businesses to create personalized and proactive CRM strategies. IoT devices such as sensors and wearables provide valuable insights into customer behavior, preferences, and needs.

Voice Recognition Technology for Seamless Interactions

Voice recognition technology is expected to play a significant role in CRM software, enabling seamless and intuitive customer interactions. By integrating voice commands and virtual assistants, businesses can enhance customer engagement, streamline processes, and provide a more personalized experience.

Summary

In conclusion, Top Enterprise CRM Solutions offer a myriad of possibilities for streamlining customer interactions, boosting sales, and enhancing overall business performance. By choosing the right CRM solution tailored to your organization’s needs, you can pave the way for long-term success and growth in the competitive business landscape.