CUSTOMER RELATIOSHIP MAMNAGEMENT (CRM) OVER MOBILES E.P. JOHN 11397044 I MBA B SEC
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) Widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organise, automate and synchronise business processes – principally sales activities, but also those for marketing, customer service and technical support. The overall goals are to find, attract and win new clients, nurture and retain those the company already has; entire former clients back into the fold and reduce the cost of marketing and client service.
BENEFITS OF CRM The following are the benefits of CRM, Provide better customer service. Make call centres more efficient. Cross sell products more effectively. Helps sales staff, close deals faster. Simplify marketing and sales processes. Discover new customers. Increase customer avenues.
ADVANTAGES OF CRM Get the edge Reduce staff down time Increase field productivity Increase customer face time Build customer intimacy Improve sales forecast accuracy Increase data accuracy
CRM OVER MOBILES Provides more than just an email and scheduling capabilities: access and update sales opportunities, forecasts, customer service cases, notes and documents. In the area of small or medium business that attracts more prospects, with new customers and increase repeat business.
CRM OVER MOBILES The software used are many, with many features, robust platform, easy deployment and provides productivity in the cloud computing. Because it is a cloud; based solution there is little technical expertise required and no need to manage and manage complex hardware infrastructure. It gives a cost effective solution that promises to deliver a quick ROI (Return on Investment), while focussing on core competencies.
DEVELOPMENT OF CRM Business Productivity Sales force automation Marketing automation Customer service and support Business Intelligence Work flow automation Partner Relationship Management
Business Productivity; is easy for a large or small business teams to collaborate and work with the customers more effectively through proper time and task management, communications, Microsoft outlook and office integration, document management and accounting integration. Sales force automation; This helps sales managers and executives and their teams exceed revenue targets with sales opportunity management, monitoring and forecasting.
Marketing automation; With the built-in email campaign engine, integrated with sales and service management generate more targeted leads and close the loop with sales. Customer service and support; Track, escalate and resolve customer service incidence. Effectively optimise service resources and frontline service representatives to dramatically increase productivity and improve customer satisfaction.
Business Intelligence; put actionable insights into the hands of sales, marketing and service managers and executives. Key performance metrics and status reports enables to solve problems, seize opportunity and refine every day processes. Work flow automation; Gains are competitive advantage by automating and monitoring the critical business process. Notices of critical incidents and reduces manual work.
Partner Relationship Management; Help employees and partners handle leads faster, collaborate more effectively on deals and improves sales forecasting with web access.