Managing Information from Customer Facing Activities with Customer Relationship Management (CRM)

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Danny Teng

Presentation I use to describe facets of customer facing activities and how these can be optimized with CRM

Business Technology

Managing Customer Facing Activities & Information with CRM Danny Teng May 8, 2008

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Facing Activities Marketing ,[object Object],[object Object],[object Object],Sales ,[object Object],[object Object],[object Object],Services & Supports ,[object Object],[object Object]

Business Challenges Services & Supports ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],How do we solve these problems? Sales Marketing

Managing Information of Customer Activities Sales Services & Supports Marketing ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Customer Relationship Management (CRM) System

Standardizing Business Data & Processes Sales Services & Supports Marketing Advertisements Events/Tours Gather prospects Contact suspects Sell products/services Create accounts Fulfill requests Support customers Customer Relationship Management (CRM) System Campaigns Leads Opportunities Accounts Contacts Products Cases Solutions ► Built-in Objects ► Custom Objects Quote Materials Orders Universities Time-Off Etc…

Standardizing Business Data & Processes Sales Services & Supports Marketing Customer Relationship Management (CRM) System Campaigns Leads Accounts Contacts Opportunities Products Cases Solutions ► Built-in Processes ► Custom Processes Workflows Approvals Rules Custom Programming Etc…

Proactive & Reactive Actions Sales Services & Supports Marketing Customer Relationship Management (CRM) System Reports Dashboards Messaging/Alerts

Conclusion - Benefits of Using CRM ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Managing Information from Customer Facing Activities with Customer Relationship Management (CRM)

1. Managing Customer Facing Activities & Information with CRM Danny Teng May 8, 2008

6. Standardizing Business Data & Processes Sales Services & Supports Marketing Advertisements Events/Tours Gather prospects Contact suspects Sell products/services Create accounts Fulfill requests Support customers Customer Relationship Management (CRM) System Campaigns Leads Opportunities Accounts Contacts Products Cases Solutions ► Built-in Objects ► Custom Objects Quote Materials Orders Universities Time-Off Etc…

7. Standardizing Business Data & Processes Sales Services & Supports Marketing Customer Relationship Management (CRM) System Campaigns Leads Accounts Contacts Opportunities Products Cases Solutions ► Built-in Processes ► Custom Processes Workflows Approvals Rules Custom Programming Etc…

8. Proactive & Reactive Actions Sales Services & Supports Marketing Customer Relationship Management (CRM) System Reports Dashboards Messaging/Alerts

Managing Information from Customer Facing Activities with Customer Relationship Management (CRM)

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