What are Customer Relationship Managers

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  • + guest114fae5 guest114fae5 2 months ago
    Firstly, thanks for this great paper...

    Retail also captures a huge amount of customer data. Depending on the retail format, customers are constantly walking into a store and leaving behind a large amount of transactional information that can help the retailer build a more profitable busi- ness. In a world where product features and price advantage are quickly copied by competition, the only true differentiator that a retailer has, is in fact knowledge about their customers.

    Here is an interesting article about retail solutions that is an extended idea of the above...

    http://www.cequitysolutions.com/download_resource.php?id=ri


    Zaheen Bagasrawala.
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What are Customer Relationship Managers - Presentation Transcript

  1. ACT! 2007 Act! Training Course by Terinea IT Business Solutions
    • Introduction
    • Customer Relationship Manager
    • ACT! 2007
    • Additional
    Overview
  2. What Is Act 2007? ACT! increases the productivity of your team while providing your organisation with scalability, centralised administration, advanced security, and deployment options required to drive your business. www.sage.co.uk/act
    • Contact Management Software Package
    • Allows users and organisations to manage business relationships
    • Tailored to meet your business requirements
    • Designed for small to medium sized businesses
    • The worlds leading contact management software
  3. Customer Relationship Manager
  4. What is Customer Relationship Manager Relationship Management concerns the relationship between the organization and its customers. Customers are the lifeblood of any organization be it a global corporation with thousands of employees and a multi-billion turnover, or a sole trader with a handful of regular customers. Customer Relationship Management is the same in principle for these two examples - it is the scope of CRM which can vary drastically Business Balls CRM systems enable businesses to actively manage customer relations in an organized and strategic manner. In practice that means developing a company's methodologies, internal operations, software and Internet capabilities to be able to better address customer needs and, as a result, make customer relationships more profitable. Strategis Customer relationship management ( CRM ) covers methods and technologies used by companies to manage their relationships with clients. Information stored on existing customers (and potential customers) is analyzed and used to this end. Automated CRM processes are often used to generate automatic personalized marketing based on the customer information stored in the system. Wikipedia
  5. Customer Relationship Manager
    • Sometimes referred as…
    Contact Relationship Manager Database Marketing Community Relationship Manager Predictive Analytics Customer Intelligence Sales Force Management System Customer Experience Manager Business Intelligence On-Demand Telemarketer Customer Reference Management
  6. Other Companies View
  7. Information Organisation Without Customer Relationship Manager With a Customer Relationship Manager
  8. Act, The Business Platform AWC BUSINESS DATA ACT Your Customers AWC Staff
  9. Some Act’s Benefits
    • Business data can easily be extracted and represented at different levels
      • Managerial
      • Marketing
      • Sales
    • Allows small businesses to complete multitude of tasks with limited staff levels
    • Share business data easily between co-workers
    • Reduce paperwork and centralise business information
    • Automate tasks and follow up sales prospects
  10. ACT!
  11. ACT Hierarchy & Features
  12. A Closer Look At ACT!
    • Six main screens or components
      • Contacts
      • Groups
      • Companies
      • Calendar
      • Task List
      • Opportunity Lists
    • All of them are interlinked - Several ways of adding a new contact for example…
      • Under the contacts tab
      • New sales opportunity
      • While adding a new To-do task, etc
  13. Contacts
    • View Contacts as record or a list of contacts
      • Add/Edit/Delete Contacts
      • Assign contacts to groups/companies/divisions or departments
      • Duplicated Contact, for new contacts within an existing company
      • Lookup via anyone field
    • Insert a note (Instead of using yellow sticky notes!)
    • Schedule Dialog Box…
      • Call
      • Meeting
      • To Do
      • Then send call/meeting/to-do schedule to a email contact (Confirm with customer/colleague)
    • New Opportunity – Taking a sales enquiry
      • Add new a contact
      • Define AWC fields under “User Fields”
      • Set the status of opportunity/likely hood of sale/turn round
    • Insert user details into third party program such as
      • MS Word
      • ACT! Word Processor
      • Outlook (Email them)
    • Show Contact Location
    • Secondary Contacts
  14. Companies
    • You can view companies one at a time or as a complete list
    • Under each company you can view an related attributes such as…
      • Contacts (Company employees)
      • Notes (All notes from all employees of than company)
      • History (Journal of events)
      • Activities (Schedule meetings/calls etc)
      • Opportunities (Sales)
      • Documents (Spreadsheets, Word Doc’s etc)
      • Addresses (Billing/Shipping)
      • Company Information (Stats, MD, Account Manager)
  15. Companies Screen (ii)
    • By inserting a company division you can create…
      • Departments
      • Project Teams
      • Sub Companies
    • Insert Company
      • Notes
      • Attach Files & Documents
  16. Groups
    • You can view Groups as a Record or Lists
      • Add/Remove Groups & Sub Groups
      • Add/Remove Contacts/Divisions/Companies to Groups
    • Groups can be…
      • Customers/Employees/Suppliers
      • Project Teams
      • Managerial Groups
      • Potential/Old Contacts
  17. Reports
    • Reports can be displayed/exported as…
      • Print Previews
      • Rich Text File
      • HTML (Web)
      • PDF (Adobe Reader)
      • Text
      • Printed
      • E-mailed
    • Can be filtered by
      • User
      • Date
    • Include additional activities (Calls, Meetings, To-do’s, Notes)
  18. Report Types
    • Contacts / Contact Directory
    • Phone Lists
    • Activities
    • Notes/History
    • History Summary | History Summary Classic |History Time Spent
    • Contact Status | Other Contact Reports
    • Source of Referrals
    • Group Reports
      • Group Membership | Group Summary | Group Comprehensive
      • Group List | Other Group Reports
    • Company Reports
      • Company Membership | Company Summary | Company Comprehensive
      • Company List | Company Directory | Other Company Reports
    • Opportunity Reports
      • Sales Analysis by Record Manager | Totals By Status | Adjusted for Probability | Pipeline Report
      • Opportunities By Record Manager | Opportunities By Contact |Opportunities Graph / Pipeline
      • Other Opportunity Reports…
    • New / Edit Template
  19. Report Designing
    • Design custom report from scratch or existing template
    • Insert…
      • Custom fields
      • Graphics
      • Tables
      • Sub Reports
      • Filters
  20. Calendar
    • You can view events such as meetings and calls by
      • Day
      • Week
      • Working Week
      • Month
  21. Task List
    • The Task List displays
      • Telephone Calls
      • Video/Conference Calls
      • Meetings
      • Personal Activity
      • Holidays (Vacations)
      • To-do
    • You can…
      • Filter (Priorities/Type/Dates)
      • Customise the columns
      • Duplicate Task
      • Jump to contact related/allocated to task
  22. Opportunity List
    • Your Opportunity List can be display by
      • Dates
      • Process > Stage
      • Probability
      • Sale Revenue
      • User
    • Statistics can be display as…
      • Opportunity Pipeline
      • Line/Bar Graph
    • Manage Product List
    • Manage Process and Stages
  23. Additional Features
    • Mini Calendar
    • Convert Group to Company
    • Internet Services
      • Service & Support
      • Add-On’s, etc
    • Annual Events Search
    • Keyword Search
    • Calendar Access
    • Document & File Management
    • Manage (Fields Types)
      • Activity (Call/Meeting/To-do/Holidays)
      • Priorities
      • Events (Xmas/New Year/Bonfire Night/World Cup)
    • Write a…
      • Fax/Memo/Email/Letter
      • Mail Merge (Email/Printer/Word Processor)
      • Other Document from templates
  24. Advance Features
    • Your own fields and tables
    • Layout of ACT! (Design Layouts)
    • Manage Users
    • Password Policy
    • Database Maintenance
    • Convert
    • Synchronisation
    • Handheld Setup
    • Outlook Activities
    • Export to Excel
    • Preferences
  25. Additional Information
  26. Further Resources
    • How to really understand your customers
      • http://www.workscience.co.za/ideas/OE%20redraft%202006%20-%20How%20to%20really%20und%20customers.pdf
    • Creating a Relationship Centric Organisation
      • http://www.idealware.org/articles/relationship_centric_org_CRM.php
    • Wikipedia
      • ttp://en.wikipedia.org/wiki/Customer_Relationship_Management
    • Sage
      • http://www.sagesoftware.com/
      • http://www.act.com/
      • http://www.act.com/products/solutions/index.cfm
    • Act! 2007 for Dummies
      • http://eu.wiley.com/WileyCDA/WileyTitle/productCd-0470055146.html
      • http://www.dummies.com/WileyCDA/DummiesTitle/productCd-0470055146.html
  27. Credit
    • Definitions
      • http://strategis.ic.gc.ca/epic/internet/inee-ef.nsf/en/h_ee00253e.html
      • http://www.businessballs.com/
      • http://en.wikipedia.org/wiki/Customer_Relationship_Management
    • Additional CRM Diagrams
      • http://www.ajel.com/
      • http://www.inovaware.com
      • http://www.micronetwebsolutions.com
  28. History of ACT!
    • ACT! Stands for Automated Contact Tracking
    • Act! Was first released in 1986 with version 1.0 for DOS
    • Latest Version is ACT! 2007 (Version 9)
    • Act! Was founded by Contact Software International in 1986
    • Bought by Symantec in 1993
      • Purchased by SalesLogix in 1999
      • Currently owned by Sage since 2001
    • ACT! Competitors include
      • Oracle, IBM, Salesforce.com, SugarCRM, Microsoft Dynamics CRM, MySAP, SAP etc
  29. CRM Components
    • CRM’s can be broken down into three key components
    Enhance Company Relationship with Customer Front Office Operations (sales, marketing, service etc) Interaction With Customers (email, letters, phone, meetings, fax etc)

+ terineaterinea, 3 years ago

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