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ANSWERING 20 BURNING
QUESTIONS ABOUT
CUSTOMER RELATIONSHIP
MANAGEMENT
YOUR ESSENTIAL GUIDE TO CRM
Thinking to implement CRM?
91% of businesses with over 11 employees now use CRM*
SOURCE: WWW.SUPEROFFICE.COM/BLOG/CRM-SOFT...
CRM stands for Customer Relationship Management and it enables
companies to manage business-related processes and all the ...
It is a philosophy for interacting
with your clients to make sure
that they are happy and that they
keep returning to use ...
BASED ON YOUR BUSINESS
REQUIREMENTS, 
YOU CAN DECIDE ON ANY
OF THESE OPTIONS:
HOW MUCH DOES
IT COST?
Subscription  Plan Cu...
SHOULD I BUY CRM SOLUTION
OR 
BUILD A CUSTOMIZED ONE?
PAID SOLUTIONS       CUSTOMIZED
SOLUTIONS      
A software vendor is...
It doesn’t really matter what web
framework to choose for
developing a CRM system:
ASP.NET, Spring, AngularJS,
Express, Sy...
A custom solution can take from
2 to 6 months, depending on:
HOW LONG DOES IT
TAKE TO IMPLEMENT
CRM SOLUTION?
   The amoun...
The most popular modules are Sales, Marketing, and Service, however,
these can be modified or go under other names, for ex...
WHAT IS THE DIFFERENCE
BETWEEN ON-PREMISES AND
CLOUD-BASED CRM?
ON-PREMISES CLOUD-BASED
Is run on computers,
all the data ...
CRM systems are
successfully used by
different industries,
including financial
services, high-tech,
manufacturing, media,
...
SOLUTION      COST              SPECIAL FEATURES    GOOD FOR
BELOW ARE SOME EXAMPLES:
SALESFORCE 
DYNAMICS
ELINEXT
ZOHO
>2...
Customer Support can be empowered with
field-to-office services: product photo
capture right from their smartphone’s
camer...
WHAT IS THE DIFFERENCE
BETWEEN ERP AND CRM?
HOW CAN THEY BE INTEGRATED?
Not every company needs to have both applications....
HOW CAN I IMPORT DATA TO
CRM?
The best option is automated data migration enabled by almost
any popular CRM system. Normal...
Before you start any integration, make
sure your CRM has an architecture that
allows robust integration with vital
custome...
BELOW ARE SOME EXAMPLES:
MARKETING
SALES
CUSTOMER
SERVICE
REPORTING
ACCOUNTING
Google Apps
MailChimp
Online support
BI too...
You get some payment information, pass it
over to a vendor to verify, parse the results
and do your operations within CRM....
   View and manage account activity and
communications
   Use reports to forecast sales, measure
business activity, identi...
WHAT IS A MARKETING
AUTOMATION IN CRM?
MARKETING AUTOMATION CAN BE DESCRIBED AS EVENT-BASED
TRIGGER MARKETING THAT IS USED...
HOW DOES CRM WORK WITH
CUSTOMER MAILS?
CRM CAPABILITIES ALLOW FOR INTEGRATION WITH VARIOUS
MAILING SOLUTIONS FROM MICROSOF...
HOW CAN I HANDLE ANALYTICS
WITHIN CRM?
NORMALLY, ANALYTICS SECTION IN CRM IS REPRESENTED BY
REPORTS AND DASHBOARDS HELPING...
CAN I INTEGRATE
CRM WITH SOCIAL
MEDIA SERVICES?
THE DATA BETWEEN TWO SOURCES CAN BE
INTERCHANGED, SO THAT CRM WILL BENEFIT...
WHAT CUSTOMISATIONS CAN BE
DONE TO CRM?
DEPENDING ON THE TYPE OF CRM,
THERE ARE SEVERAL OPTIONS AVAILABLE:
Custom modules
...
HOW TO KEEP MY DATA
SAFE IN CRM?
TO KEEP YOUR DATA SAFE AND SOUND JUST
FOLLOW THESE BASICS:
Let the specialist conduct sec...
WE HOPE OUR ANSWERS WILL HELP YOU TO
UNDERSTAND CRM BASICS AND MOVE YOU A STEP
CLOSER TO IMPLEMENTING CRM INTO YOUR
ORGANI...
LIKE, SHARE THIS PRESENTATION,
AND FOLLOW US ON LINKEDIN!
IF YOU STILL HAVE ANY QUESTIONS,
FEEL FREE TO CONTACT US FOR
DET...
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The Essential Guide to CRM: Top 20 Questions & Answers

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Everything you need to know to make an informed decision on how to implement CRM software in your organization.

See a full article: https://www.elinext.com/blog/50-questions-answers-about-crm-you-always-wanted-to-know/

The CRM market offers a plenty of solutions which cover a significant part of process automation needs. CRM is no longer an app for sales and may compete with ERP systems (and are often confused with them). Today, processing client’s information, from lead generation systems to internal communication apps, tends to be called CRM which causes misunderstanding. A full-featured CRM system may cover various customer touch-points and provide rich functionality to support the specific business needs for companies of every size. Thus, CRM software allows to gain a profound insight into the performance of your business, manage and analyze your clientele, customize marketing and sales campaigns, use automated reporting and forecast revenues.
We gathered top 20 questions about CRM and are ready to share our answers with you!

1. What is CRM?
2. How much does it cost?
3. Should I buy a ready solution or customize it?
4. What technologies should be used to develop CRM?
5. How long does it take to implement a CRM solution?
6. What modules can be included in CRM?
7. What is the difference between on-premise and cloud-based CRM?
8. What companies can benefit from CRM?
9. What are the advantages of using CRM on mobile devices?
10. What is the difference between ERP and CRM and how can they be integrated?
11. How can I import data to my CRM?
12. What integrations with CRM are needed?
13. How can CRM be integrated with any payment getaways?
14. How does CRM help sales?
15. What is marketing automation?
16. How does CRM work with customer e-mails?
17. How can I handle analytics within CRM?
18. Can it be integrated with social media?
19. What customisations can be done to CRM?
20. How to keep my data safe in CRM?

Elinext Group is an international alliance of custom software development companies with extensive experience in creating CRM systems and applications. In our work, we use individual approach. Elinext Group’s specialists put their finest efforts in designing and developing CRM software taking into consideration the specific business logic, requirements and goals of our clients. CRM and e-commerce solutions from Elinext Group help organizations automate and manage a whole set of business processes and build relationships that drive revenue. Our deep expertise in this area is accumulated through years of progressive work experience with global clients.

See more: https://www.elinext.com/solutions/crm/

Published in: Technology
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The Essential Guide to CRM: Top 20 Questions & Answers

  1. 1. ANSWERING 20 BURNING QUESTIONS ABOUT CUSTOMER RELATIONSHIP MANAGEMENT YOUR ESSENTIAL GUIDE TO CRM
  2. 2. Thinking to implement CRM? 91% of businesses with over 11 employees now use CRM* SOURCE: WWW.SUPEROFFICE.COM/BLOG/CRM-SOFTWARE-STATISTICS/
  3. 3. CRM stands for Customer Relationship Management and it enables companies to manage business-related processes and all the data associated with them. WHAT IS CRM? Support Marketing Sales
  4. 4. It is a philosophy for interacting with your clients to make sure that they are happy and that they keep returning to use your products and services. " " "
  5. 5. BASED ON YOUR BUSINESS REQUIREMENTS, 
YOU CAN DECIDE ON ANY OF THESE OPTIONS: HOW MUCH DOES IT COST? Subscription  Plan Custom/Quote-based Single payment Freemium A set of pre-built features within a basic plan for a starter price + paid plugins, add-ons. The software vendor estimates the needs and expectations of company’s users and then tailors a unique price for the functionality they can afford. This option is usually reserved for in-house and on-premise CRM suites that target large enterprises with plenty of homegrown software solutions. Plans with basic functionality with a possibility for users to switch to a paid plan as their business grows.
  6. 6. SHOULD I BUY CRM SOLUTION OR 
BUILD A CUSTOMIZED ONE? PAID SOLUTIONS       CUSTOMIZED SOLUTIONS       A software vendor is accountable for bug fixing and support. Less flexibility. Can be a cheaper option. A better fit for organizational needs. Requires a deeper requirements analysis Can be more expensive than ready solutions.
  7. 7. It doesn’t really matter what web framework to choose for developing a CRM system: ASP.NET, Spring, AngularJS, Express, Symfony, Django or Ruby on Rails. All of them have enough capabilities to make your solution work stable, process data quickly and provide scalability opportunity if necessary. WHAT TECHNOLOGIES SHOULD BE USED?
  8. 8. A custom solution can take from 2 to 6 months, depending on: HOW LONG DOES IT TAKE TO IMPLEMENT CRM SOLUTION?    The amount of data to be imported.    A number of customizations required.    What 3rd party integrations are needed.    How many departments/users will use CRM.
  9. 9. The most popular modules are Sales, Marketing, and Service, however, these can be modified or go under other names, for example: Client Management, Order Management, Invoice Management, Events and Tasks Management, System Dashboard, etc. WHAT MODULES CAN BE INCLUDED IN CRM?
  10. 10. WHAT IS THE DIFFERENCE BETWEEN ON-PREMISES AND CLOUD-BASED CRM? ON-PREMISES CLOUD-BASED Is run on computers, all the data is stored inside the premises of a company. The software and all relevant data are accessible through the Internet and displayed in a web browser.
  11. 11. CRM systems are successfully used by different industries, including financial services, high-tech, manufacturing, media, telecom, as well as governmental organizations, non-profit and more. WHAT COMPANIES CAN BENEFIT FROM CRM?
  12. 12. SOLUTION      COST              SPECIAL FEATURES    GOOD FOR BELOW ARE SOME EXAMPLES: SALESFORCE  DYNAMICS ELINEXT ZOHO >25$ per user/month >8$ per month Free + extra fees for software development Free up to 10 users Robust, all-in-one functionality Integration capabilities w/ MSFT products Scaleable as business grows Premium account Large business Middle to large Small business Start-ups
  13. 13. Customer Support can be empowered with field-to-office services: product photo capture right from their smartphone’s camera, or GPS location tracking to analyse the time and the place of each case being managed. WHAT ARE THE ADVANTAGES OF USING CRM ON MOBILE DEVICES?   E.g.: Sales reps can benefit from making audio and video calls from CRM without binding to a workplace, receive electronic signatures at client’s place. A lot of companies have already adopted BYOD strategy, and each CRM user can easily work from his mobile device.
  14. 14. WHAT IS THE DIFFERENCE BETWEEN ERP AND CRM? HOW CAN THEY BE INTEGRATED? Not every company needs to have both applications. However, the combination allows large companies to mix the vital data from each system and get a comprehensive business outlook. ERP CRM Resource planning Manufacturing management Accounting Sales volume Marketing automation Social Media engagement
  15. 15. HOW CAN I IMPORT DATA TO CRM? The best option is automated data migration enabled by almost any popular CRM system. Normally, this process includes basic stages: Create .CSV or .XLS files Review the imported data Normalise the data
  16. 16. Before you start any integration, make sure your CRM has an architecture that allows robust integration with vital customer information. Some integrations might be read-only, while others may require a one-way or two-way data synchronization. Then examine how you are going to use CRM and find the appropriate solution to integrate with. WHICH INTEGRATIONS WITH CRM ARE NEEDED?
  17. 17. BELOW ARE SOME EXAMPLES: MARKETING SALES CUSTOMER SERVICE REPORTING ACCOUNTING Google Apps MailChimp Online support BI tools: Cognos BI, JasperReport CPQ
  18. 18. You get some payment information, pass it over to a vendor to verify, parse the results and do your operations within CRM. You can make an integration to multiple gateways and processors, such as PayPal, Authorize.Net, SecurePay.com, to name the most popular, and process and manage credit cards and web payments natively in your CRM. You can also enable your account for eCommerce and order management. HOW CAN CRM BE INTEGRATED WITH ANY PAYMENT GATEWAYS?
  19. 19.    View and manage account activity and communications    Use reports to forecast sales, measure business activity, identify trends    Qualify leads and track prospective customers    Centralize customer data    Access, update, and share information across teams and departments HOW DOES CRM HELP SALES? CRM CAN SUPPORT YOUR SALES TEAM AT EVERY STAGE OF THE SALES CYCLE, FROM LEADS TO CUSTOMER MANAGEMENT.
  20. 20. WHAT IS A MARKETING AUTOMATION IN CRM? MARKETING AUTOMATION CAN BE DESCRIBED AS EVENT-BASED TRIGGER MARKETING THAT IS USED TO LAUNCH MESSAGING AND OFFER PRESENTATIONS TO CUSTOMERS AT PARTICULAR POINTS IN TIME. CRM HELPS NOT ONLY TRIGGER THE COMMUNICATIONS, BUT ALSO MEASURE THE RESULTS ACROSS VARIOUS TOUCHPOINTS. AUTOMATED WELCOME MESSAGES THANK YOU MESSAGES LAPSED MESSAGES CROSS-SELL MESSAGES MARKETING CAMPAIGNS
  21. 21. HOW DOES CRM WORK WITH CUSTOMER MAILS? CRM CAPABILITIES ALLOW FOR INTEGRATION WITH VARIOUS MAILING SOLUTIONS FROM MICROSOFT OUTLOOK TO GOOGLE GMAIL, MAKING IT POSSIBLE TO: SEND AUTO-REPLIES RETRIEVE EMAILS SENT TO CUSTOMERS DIRECT EMAILS TO APPROPRIATE USERS
  22. 22. HOW CAN I HANDLE ANALYTICS WITHIN CRM? NORMALLY, ANALYTICS SECTION IN CRM IS REPRESENTED BY REPORTS AND DASHBOARDS HELPING YOU TO COLLECT AND VISUALISE YOUR CUSTOMER DATA, ENGAGEMENT LEVELS, SALES REPS PRODUCTIVITY, WON/LOST OPPORTUNITIES RATIO, TO NAME A FEW. INTEGRATION WITH EXTERNAL ANALYTICAL SERVICES SUCH AS GOOGLE ANALYTICS, OR TALEND IS ALSO AVAILABLE.
  23. 23. CAN I INTEGRATE CRM WITH SOCIAL MEDIA SERVICES? THE DATA BETWEEN TWO SOURCES CAN BE INTERCHANGED, SO THAT CRM WILL BENEFIT FROM USING NEW AUDIENCE AND SOCIAL MEDIA MARKETING CAN FORM BETTER TARGETING PARAMETERS FOR ADVERTISING.
  24. 24. WHAT CUSTOMISATIONS CAN BE DONE TO CRM? DEPENDING ON THE TYPE OF CRM, THERE ARE SEVERAL OPTIONS AVAILABLE: Custom modules (sections) and fields Custom fields Custom UI/UX design
  25. 25. HOW TO KEEP MY DATA SAFE IN CRM? TO KEEP YOUR DATA SAFE AND SOUND JUST FOLLOW THESE BASICS: Let the specialist conduct security health check before CRM deployment to find vulnerabilities and prevent possible hacker attacks. Keep track of user logins based on  IP, API, or browser. Set up password defaults to make CRM users create a complex password and change it every 3-6 months. Regularly audit the system against the security regulations. Define access levels within your organization: set up the basic access to all the records for everyone in the system and impose restrictions on access.
  26. 26. WE HOPE OUR ANSWERS WILL HELP YOU TO UNDERSTAND CRM BASICS AND MOVE YOU A STEP CLOSER TO IMPLEMENTING CRM INTO YOUR ORGANIZATION OR ENHANCING A CURRENT ONE. GET YOUR TEAM ON BOARD CRM AND SAVE THEIR TIME AND EFFORTS SPENT ON THE TASKS THAT CAN BE AUTOMATED. FOCUS ON MEANINGFUL INTERACTIONS AND KEEP YOURSELF UP-TO-DATE AND ACTIONABLE ABOUT YOUR CUSTOMERS' NEEDS! CLICK TO SEE THE FULL ARTICLE ON OUR BLOG
  27. 27. LIKE, SHARE THIS PRESENTATION, AND FOLLOW US ON LINKEDIN! IF YOU STILL HAVE ANY QUESTIONS, FEEL FREE TO CONTACT US FOR DETAILS: www.elinext.com

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