A CRM system combines business processes and software to improve customer relationships and internal efficiencies. It helps grow sales and profitability by managing the customer lifecycle, opportunities, campaigns, and cases. Popular CRM platforms include SugarCRM, Microsoft CRM, Sage SalesLogix, and Salesforce.com.

1. Customer Relationship Management By Jerry Helms

2. The Problem Your customers are complaining Wrong product shipped. No one ever returns a phone call. I was charged the wrong amount. Sales, Sales, Sales I don’t know what we have in the pipeline. Our prospects are in Bob’s electronic rolodex and Bob is on leave.

3. More Problems Marketing Did that last email marketing campaign generate any new sales?

4. Customer Relationship Management System Business processes drive a technical CRM solution Sales life cycle Account management policies Customer retention goals

5. Benefits of a CRM System Quantitative Improved sales and profitability Measurement Pipeline Activities Opportunities Lower marketing costs Qualitative Proactive follow up on leads Improved customer relationships Improved staff efficiencies

6. Contact Management Accounts Contacts Activities Notes and History Emails Calendar

9. Opportunity Management Identifies specific selling opportunities History of touch points Notes on each opportunity

10. Cases Identification of any customer issue that requires a follow up Assigned to a specific person Automatic escalation after a specified time interval has lapsed

11. Marketing Campaigns Promotes regular and ongoing communication with customers Newsletters Email blasts Measures effectiveness of a specific campaign

12. Configurable Software Built-in development studio Define new fields Change drop down list values Customize forms Third-party components Report writing

13. Popular CRM Software Platforms SugarCRM – open source Microsoft CRM – purchased solution Sage SalesLogix – purchased solution Saleforce.Com – SaaS license model

14. Summary A CRM system is a combination of business processes and a software solution. Grows sales and profitability. Improves customer relationships Improves internal staff efficiencies

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