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A basic guide for early stage CRM users who are often confused with the general terminologies of CRM software, which ultimately results in user's non compliance.
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1
Winning over CRM software
I will tell you how!!………..It’s not a rocket
science
A beginners guidefor early stage CRM Users
So the day has come…..
Your Management has decided to bring a new CRM software to the organization and you are told to use this instead of your earlier excel sheets
Oops! We Know how do you feel
like
Confused with new terminologies
LeadsContacts
Prospectsop
portu
nityTarget
Accounts
Case
5
Let’s crack
the codes!!
Tutorial Ahead
Name nearly any CRM software
today..
They Share the same Principle…
Acquisition
Prospecting Retention
1
2
3
- Target to lead conversion- Campaigns to educate target
Lead Account Contact opportunity
-Customer / contact-Case / issue / tickets
OK .. But the question is still the same
What is target??
when should I consider the details as lead and when it becomes contact???
What is opportunity???
Why contact and account are different???
Why & why…………
ProspectingFirst stage of any sales process : Principle module - Campaign
You create a list of people based on certain criteria like: age, Sex, Special interests, demography etc. and run a campaign – email / tele-calling / outdoor etc. to reach them…
Campaign
Recipient’s feedback
Leads
So:::Campaign recipients = “Targets”Interested Targets = “Leads”
AcquisitionPrincipal module: “Contact”, “Account”, “Opportunity”
Leads
Follow-up – calls, meetings
Qualified Leads
-Converting Lead contact
-Adding Contact against Account
- Creating Opportunity
Sales conversion
1 2 3 4
So::: “Contacts” are more qualified leads with the defined interest in your services/products. “Accounts” are generally company details and contacts belongs to these accounts.“Opportunity” is the defined contact’s (buyer’s) interest in the specific services with an expected monetary value.
RetentionPrinciple Module: cases, bugs
Once sales is closed; the most important activity is customer
retention.
It is about creating, recording and assigning cases/bugs
against customer complains
Handling and resolving the cases with customer satisfaction.
It gives you an opportunity for cross/up selling.
What’s more??
That’s it!!
I told you It’s not a rocket science
We will come again – by then “Believe in Relationship
Your CRM consulting partner
PenguinCRM Pvt. Ltd.Hyderabad, India,Ph. no. +91 40 6524 1102Email: [email protected] [email protected]
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www.penguincrm.com
