CRM is nowadays a single interface to establish contact with yourcustomers and various departments within and outside yourorganization. With high technology based software, we could manageright from the organizing customer data to improving sales efficiencyand finally converting leads to closure of deals. All these activities play a fundamental role in our regular regime of day-to-day activities to manage the overwhelming volume of data andcustomers in corporate organizations today. CRM promises on takingover the trivial task and organizing major data providing adequate timefor you to plan on Brand and Marketing Strategies.This feature is especially advantageous to the small businessorganizations as they have limited resources and would like to getmaximum profitability with existing resources.
In today’s complex and competitive business environments; there is aconstant need for sales force and their efforts to be organized on the samepage. This enhances the organization to collate customer data and queries,Address prospects, Share information and strategies and provide World classpersonalized service to their Customers. CRM (Customer Relationship Management) software provides with an arrayof services to contact, coordinate and provide world class services both for yourcustomers and employees within the organization. It would also avoidduplication of data and Eliminates manual processes that can bog down salescycle.The Sales professionals not only need to connect to the Sales Heads but alsoneed to coordinate their efforts with the Marketing, Accounting, Purchase andProduction departments. Making their role more complex and involving them inroutine work. The Sales professionals lack time for the vital activity of promotingSales of the organization’s products and services. CRM renders a helping handin providing the following services:
a) Organizing and Analyze Customer data: The customer data is invaluable to any organization to pursue itsinterest in maximizing the profits. CRM provides an interface to collectdata as well as to establish relationship by sending quotation, followingprospects, reminders and newsletters to customers and keeping salesforce well informed on updates of the products and customer status.b) Improving and Performance tracking of SalesProfessional The question on how to improve ones sales efficiency in everyorganization is the biggest challenge of todays managers. CRMprovides with an interface to centrally track sales opportunities, shareExcel Spreadsheets and customer contacts. Latest information on products and brand strategies arecommunicated in an easier fashion to the Sales force. This includesreporting and analyzing data to take quick business related decisions.
Marketing and Campaign management have been taken to a newdimension of providing strategies and information to sales force on theirmobiles through mobile applications. Accounting Services are providedto track the expenditure on marketing and campaign programs. Coordination of marketing campaigns from direct mailings to webdownloads with an eye on moving leads to closed sales. We couldmeasure the effectiveness of campaigns through robust metricsincluding number of leads that are contacted versus those that haveresponded and those that are closed. Tracking sales leads, quotes and signing renewals and contractshave been recorded in a central repository. This enables us to predictthe Sales forecast and accurately provision resources with theProduction department.
c) Lead Management Services to generate more Business The prospective customers in any business need to be converted into customersto maximize the profits of the organization. Lead Management Services provideswith information on communications and quotes sent to prospects, contact detailsand follow-up timings for sales professionals to keep a track of the prospects. Thehot and warm leads are given preference while the cold leads are stored in centralrepository for promoting future marketing programs. An application to ManageEmails and Calendar Activities are also available.d) World class Customer service to encourage customersatisfaction and loyalty Addressing customer queries and grievances in a personalized manner help inproviding World class customer service. Tracking all customer support issuesoriginating from a phone call or a web portal in a central repository to improvecustomer service and inform sales associates of potential hiccups before andduring the renewal process. The process allows Analyzing of incidents, escalatingissues and tracking the responses. The case history of the customer would provide details to the executive toprovide the best fit solution over the desk at the least possible downtime. Thereby,providing suitable solutions to each customer and ensuring repeat business from
e) Design Targeted Marketing to promote Brand Recognition and BrandLoyalty The various Marketing and campaign programs are targeted at a Nichesegment of consumers for example Mercedes targets at the Wealthy BusinessClass Clientele; likewise Lamborghini and Ferrari attract Sportive BusinessClass Clientele. The designing of targeted marketing programs by theseorganizations could promote Brand recognition and Brand loyalty amongClients.f) Project Management Most companies take on various assignments or Projects on a regular basis.The execution of these projects require intricate details from organizing toimplementation client fulfillment project, internal projects or the series of tasksrequired to get a new client into production. Host project-related documentation,tasks and communications--all in a central repository that is accessed by yourteams no matter where they are working from. The host of possibilities rendered by CRM, make it a Versatile Software inmanaging Customer Relations and in directing Sales force in achievingBusiness Deal closures. CRM also provides coordination between departmentsand automates workflow through its business cycles. CRM may in the future
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