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Customer Relationship Management [CRM] is a business strategic tool which helps in developing great relations with your customer. The prime factor here is customer satisfaction. CRM is a process where a company with the aid of technology, sales team, marketing and various other methods interact with their customer. This interaction is vital to have feedbacks, to earn leads and to develop that relationship which can be nurtured over several years, also to have strong product base.
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What is CRM?
CRM is
Customer Relationship Management
1
CRM is a the strategy that a company uses to keep its
customers happy and loyal
2
CRM is a business strategy designed to optimise
profitability, revenue, and customer satisfaction
3
CRM is a system involves using technology to organize,
automate and synchronize sales, marketing, customer service,
and technical support.
4
Common Business Issues Faced by Companies Today
“We don’t have an up to date log of all
communications with customers”
“Our Processes are not automated so customer issues
sometimes fall through the cracks”
CUSTOMER SERVICE
SALES MANAGER
“I need to know what the sales pipeline looks like quickly and easily”
“It take me ages to roll up all the reps’ forecasts into a team forecast for my boss”
“Marketing campaigns are
difficult to manage and leads go
missing”
MARKETING MANAGER
“I need to be able to calculate the cost
per lead easily and accurately”
BUSINESS OWNER
“I want to maximize the productivity of all
my employees”
“I need a quick and easy way for me to see how the
business is performing at any given time”
“Sales forecasts are difficult to create and time consuming”
“I sometimes spend my whole morning trying to figure out who I’m meant to follow-up with and
when”
SALES EXECUTIVE
BACK OFFICE
“I don’t want to be wasting time re-entering
the same information into multiple places”
“I want to have access to the same customer information the front office has so I understand any customer issues when I am
chasing payments”
CRM
CRM bring all the required elements together
Marketing RemoteEmployees
OutlookEmails
Finance
CRM
What CRM do ?
Sales & Orders
Solution for Back Office & Front Office CRM offer one solution for Back Office and Front Office Requirements in any business
CRM Provide
Insight Of Your Business
Marketing Distribution
Finance Customer Service
CRM
CRM Improves Productivity
Finance Sales MarketingCustomer Service Distribution
Your workforce will never miss any opportunity by using CRM. You are able to get the overview of the sales process. It ensures that every employee has updated information about customer profiles, follow-ups and appointments. Your team can provide better services to the customers.
CRM Facilitates Collaboration
CRM
Sales Marketing Support Finance Customers & Partners
Internal External
CRM facilitates internal and external team collaboration
Result in maximum customer satisfaction !
CRM Delivers Competitive Advantage
Single view of the customer 360
insight
o
COMPETITIVE ADVANTAGE
Extended Enterprise
Collaboration
360 degree Customer
Insight
Org-wide Productivity & Efficiency
CRM
CRM delivers a single view of the customer behaviour for better relationship management, delivering real competitive
advantage
Introduction to CRM USERs in Your Company
SALES EXECUTIVE
BUSINESS OWNER
MARKETING MANAGER
BACK OFFICE
CUSTOMER SERVICE
SALES MANAGER
BusinessesCRM
USERS
Challenges for
the Sales Executive1. Identifying the best opportunities to focus on 2. Tracking opportunities 3. Identifying cross-sell and up-sell opportunities4. Forecast accurately 5. Every day Follow-ups6. Reporting on the pipeline efficiently 7. Generating quotes, orders & Invoices 8. Avoiding multiple data entries for same information
CRM Helps the Sales Executive CRM deliver customization dashboard with real-time quick information about sales funnel, activity status,
recent notes, pending payment schedule, opportunities at quotation stage and much more
Challenges for
the Sales Manager1. Quick delegation of Enquiries.2. Identify business opportunities.3. Forecast Sales and Team Requirements. 4. Tracking and measuring sales executive’s performance 5. Monitor day today sales update and communication history. 6. Reduce time spend in monitoring and reporting
CRM offer comprehensive customizable Dashboard for quick/real time information about Sales funnels, pipeline opportunities, Executives activity
status and updates, case delegation reminders, pending task list.
Enables regular sales performance monitoring
Generate reports with one click which reduce administrative work, and save sales managers time, which can be invested in strategically decision making and
improving Sales Targets.
CRM Helps the Sales Manager
1. Maximum Return on Investment 2. Real time insight of business performance 3. Comprehensive and detailed performance report accurse departments 4. Correct Analytical data for future product and business planning
Challenges for Business Owner
CRM Reports provide instant / real time analytical data across multiple criterias like :
1. Sales Forecast2. Sales force performance 3. Product / Services performance 4. Availability of Resources 5. Financial forecast 6. Crisp information on Return on Investments
CRM Help Business Owner
Challenges for the Marketing Manager
1. What’s your Biggest Marketing Opportunity?2. Generating Awareness and Driving Traffic – Use multiple channels
and handle marketing funnels3. Targeting effectively – Identifying their buyer, for it they require
detailed picture of your target audience. The best way to understand your audience is to build buyer personas with 1) segment by demographics, identify their needs, and develop behavior based profiles.
4. Keeping up with Marketing trends and strategies 5. Increasing and proving Return on Investments - Use advanced
marketing analytics to track which marketing activities are generating leads, customers, and revenue.
CRM Helps the Marketing Manager
Input data from multiple marketing channel ( Emails, Web Forms, Social Media, Phone etc.)
Enables highly targeted customer communications
Enables market segmentation based on customer interest and financial data from the back office
CRM Feedback mechanism help collecting market trend and information necessary to project product or services for useful marketing efforts.
Challenges for the Customer Service Manager • Track SLAs • Tracking, measuring and improving team performance & productivity • Resolving customer issues up-to their satisfaction quickly • Easily identify critical customer issues requiring urgent attention• Increasing customer satisfaction and retention rates • Reducing the amount of time spent on customer service administration • Knowledge and information sharing across teams• Identify and successfully close cross and up-selling opportunities.
CRM Helps the Customer Service Manager
• Centralize customer information help reducing time spent on customer service administration and customer query handling
• CRM executive monitoring system record each activity, conversation and ticket open and closed time, by which customer service manager and evaluate and manage performance against SLAs.
• Centralised knowledge base, make information sharing easy across the departments
• Delivers a 360 degree view of customer information across front and back office systems for easier issue resolution and improved cross-selling opportunities
Challenges for the Back Office
1. Re-entering customer information increase risk of mistakes. 2. Access to complete customer communications history (usually held in the
front office) to enhance ability to effectively chase payments.
Tracking current status of any customer request is a major challenge for back office staff.
CRM Helps the Back Office
CRM use centralised information input system for product, services, prices and customer details – that used across departments, this save time and minimises mistakes by avoiding duplication of data entry.
Improves customer service by using a single point of reference for sales orders
Credit control and the sales team have access to the same financial information which enables them both to chase outstanding debt when dealing with customers Ensures a fast response to significant events and routine tasks using alerts
Improves customer service by giving the back office access to key customer information such as buying patterns and communications history .
SalesBabu Business Solutions Pvt. Ltd.No.38/11, 3rd Cross, G Block, Sahakarnagar, Bangalore – 560092
Tel: +91 80 4235 1740 , Mobile: +91 9341 3235 71E-mail: [email protected] Website: www.salesbabu.com
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