This document discusses sales management and service management in CRM. It outlines key aspects of sales management including identifying potential customers, maintaining client information, and managing schedules. Factors affecting sales management are also discussed such as product lifecycles, customer loyalty, and changing market trends. Service management is described as integrating supply chain management between sales and customers by optimizing service-intensive supply chains. The benefits of both sales and service management include improving customer satisfaction, reducing costs, and increasing revenue.

1. SALES MANAGEMENT & service management IN CRM BY ASHISH S. RAHURKAR

2. SALES MANAGEMENT You can take away my money & take away my factories, but leave me my sales staff & I’ll be back where I was in two years. - Andrew Carnegie Includes features for identifying :- Potential customers Maintaining client information Creating & managing schedules (for launching of the product, product pricing etc.)

3. WHY SALES MANAGEMENT? One of the most important department in the organization Helps to achieve organization’s primary goal Very important considering changing customer needs, market conditions Important to tackle with growing competitors in the market

4. SOME DIFFERENT ASPECTS OF SALES MANAGEMENT ANCIENT SALES MANAGENT MODERN SALES MANAGEMENT Before Industrial revolution Handmade products Mostly unique Barter system was also in existence Customer had to reach to the seller Seller was more important Customer had less information about the market After industrial revolution Factory made products More generalized Mostly Money is accepted in exchange Seller has to reach to the customer Customer is the king Customer is well aware of the market

5. FACTORS AFFECTING SALES MANAGEMENT Product life cycle Reduced customer loyalty Competitors present in the market Trends in the market defining changing customer expectations Knowledge of the customer & his capability to access different markets

6. BENEFITS OF SALES MANAGEMENT Helps to acquire knowledge of the external environment Helps to gather & keep customer information & feedback Helps in building relationship with the customer Helps to negotiate with customer, distributors etc.

7. SERVICE MANAGEMENT It is integrated into Supply Chain Management as a bridge between the actual sales & the customer The aim is to optimize the service intensive supply chains They require larger inventories & tighter integration with field service & third parties Must accommodate inconsistent & uncertain demand by establishing advanced information & product flows

8. SERVICE MGMT CONTINUED… All processes must be coordinated across numerous service locations with large inventories. Important to maintain growth & customer loyalty

9. BENEFITS OF SERVICE MANAGEMENT High service cost can be reduced Inventory costs can be reduced Customer service & quality of service can be improved Increasing service revenue Reduce obsolescence cost by improved forecasting Improved customer satisfaction Reduce expediting cost – no need to rush orders to customers

10. COMPONENTS IN SERVICE MANAGEMENT Service strategy & service offerings Spare parts Returns, Repairs & Warranties Field Service Management Customer Order Management Task scheduling & Event Management