CRM is based on rock solid architecture of SugarCRM. Moreover it provides the missing functionalists like work flow, or custom field and integration with third party utilities and software. So its essentially a SugarCRM Community edition with additional functionalities, which makes it very useful for SME / SMB Sector. CRM becomes much more interesting and beneficial with innovative integration with Telephony, Mobiles, MS Outlook. etc. Also CRM provides flexibility to suite any kind of business processes, in terms of custom modules, custom fields and custom reporting also. Nowadays CRM has become more of BRM (Business Relationship Management), where in it is expected to control and coordinate internal team as well as external teams, in terms of realtime and historical reporting.

1. How to Manage Your
Customer Relationship
Effectively?

2. Customer Relationship Management
Customer relationship management (CRM) related
activities are business activities which a company has
with its customer, whether it is sales or service-related.
Building Customer
Database.
Assigning
Opportunities to
Sales
Representatives.
Handling
Customer
Support and
Customer
Feedback
etc. etc.

3. How to maintain Customer Database, so that
in one shot (Screen) come to know ...
• Company (Account) Profile and
Contact Details
• Requirements (Opportunity)
generated and its Position (Status
including Won or Lost)
• Communications done (Meetings,
Calls, Emails, Documentation)
• Products sold, their Warranty &
AMC
• After Sales Support given
• No of Visits & Cost Involved till
date

4. How to maintain Opportunities, so that in one
shot (Screen) come to know ...
The Opportunity is related to:
• Which Company (Account)
• Which Products
• Status of the Opportunity
• Communications done (Meetings,
Calls, Emails, Documentation)
• No. of Visits & Cost Involved in
following the Opportunity
(Requirement)

5. How to maintain Support Calls, (Cases) so that
in one shot (Screen) come to know ...
• Support Call (Case) is related to:
• Which Company (Account)
• Which Product (Under Warranty
OR AMC)
• Problem Statement
• Status of the Calls (Cases)
• Communications done (Visits,
Calls, Emails, Documentation)
• No. of Visits & Cost Involved in
following the Calls (Cases)
• Auto generated Docket number

6. • Database getting Redundant
• Come to correct Analysis of Time, Energy
and Resources so that they can be
channelized in proper direction.
• Deriving the Cost behind each Requirements
(Opportunity) and Support calls.
• Deriving Salesperson’s & Engineer’s
analysis
• Analysis of the Customer so that they can be
followed for Cross sales, Up sales and
Renewal sales.
• Leading to huge Savings & Productivity.
And SAVE Time, Energy &
Resources

8. What you Maintain today …
• Diary / Book - Activity Details.
• Mobile reminders
• Excel Sheets - Account/ Contact /
Opportunity / Activity Details.
• Accounts – Actual Sales, AMC
• Email / Diary – Communications you
had
• Files – Documents
• BUT nothing under one roof.
• Time, Energy & Resources getting
wasted Analyzing the data with no
scientific way of conclusion.

10. Manage Your
Customer Relationship
Effectively …
With CRM

11. CRM Application …
Customer Relationship Management
(CRM) Application is a business solution
OR system that helps you standardize
and automate CRM Activities.
• Benefits: Business data stored and
accessed from a single location.
• Help manage customer data and
customer interaction.
• Departments can collaborate with ease.
• CRM helps an organization to develop
efficient automated business process.
• Other benefits include a 360-degree view
of all customer information, knowledge of
what customers and the general market
wants.

12. Customer’s 360 degree View
• Company (Account) Profile
and Contact Details
• Requirements
(Opportunity) generated
and its Position (Status
including Won or Lost)
• Communications done
(Meetings, Calls, Emails)
• Products sold and their
Warranty & AMC.
• Service & Support given
• No of Visits & Cost
Involved behind an
Opportunity OR Support
call.
• Etc.

13. Know Your Customer
•Company Profile
•Contacts

14. Sales
•Leads
•Opportunities
•Quotations
•Demos
•Meetings

15. Inventory
•Product
•AMC
•Documents

16. Support
•Case
•RMA
•Visits

17. Communications
•Email
•Calls
•Visit
•Meetings
•Documents

18. Cost Analysis
•Engineers
•Sales person
•Opportunity &
•Support Cases

19. All under One Roof –
Linked to Company / Customer

20. Company (Account)

21. Contacts / Opportunities /
Products / AMC

22. Activities – Call / Visits /
Email / Documents

23. Cases / RMA Process

24. MIS Reports
• Customer
• Opportunitity Stages & its Costs
• Support Stages & its Costs
• Products & AMCs
• Engineer’s & Salesperson’s Cost Analysis
• Users Dashboard / List View / Customised Reports
• Export & Pivot in Excel

37. Other Benefits of CRM …
• In Cloud (Platform
Independent)
• Access from anywhere
• Access Rights based on
Team & Role
• Centralized Management
• Scalable & Customizable
• Integrate SMS & Website
• Integrate Business
Telephony
• And much more …

38. Points to Ponder
• CRM is a Project, not a Product.
• It should be Implemented phase wise.
• Management needs to strongly push it to reap
it’s benefit.
“There is Management Solution to Technical
problem
But there is no Technical Solution to Management
problem”

39. Thank You
www.ncs.net.in
nikhil.bhagat@ncs.net.in
9331126226