INSTALLING

It’s not just a software.It’s a strategic shift

involving staff, processes, and procedures.

Update internaldocuments and procedures to

align with CRM work flows after installation

Review CRM workflowsand processes periodically

Train staff and get their buy-in—communicate how the CRM benefits them

Opt for a business partner that offers a full range of services, has skilled professionals, and especially timely support

You need all round support, especially allocating time and resources to make the transition

www.suyati.com

Support activities that constitute a core base of most CRMs:• Manage Cases• Offer Training• Provide Services• Develop Knowledge Base

SupportA CRM schedules

orders by:• Delivering Products• Producing Invoices

Schedule Orders

Reference:http://money.howstuffworks.com/business-communications/sales-technique7.htmhttps://www.zoho.com/crm/how-crm-works.htmlhttp://www.techworld.com/apps/crm--what-it-is-and-how-it-works-398/http://www.salesforce.com/in/crm/what-is-crm.jsphttp://lemonly.com/wp-content/uploads/2014/06/How-CRM-Helps-Small-Business-960x2801.jpghttp://oursocialtimes.com/traditional-crm-vs-social-crm-infographic/hhttp://blog.hubspot.com/sales/ways-a-crm-can-stimulate-your-business-growthhttp://www.visualistan.com/2015/01/the-dos-and-donts-for-crm-infographic.htmlhttps://www.clickatell.com/wp-content/uploads/2014/04/Infographic-Transform-Your-CRM-with-SMS.jpg

Process Sales

A CRM processes orders by:• Assigning Leads• Qualifying Leads• Converting Leads• Tracking Opportunities

Initiate Marketing

A CRM initiates marketingcampaigns by:

• Running Campaigns• Generating Leads

• Constructing a Database to capturelead information

CRM Functions

The essence of any CRM work flow is toInitiate MarketingProcess Sales

Schedule OrdersProvide Support

How does a CRM work?

CRM for Sales Reps• Manage customers and their information • Track opportunities• Generate invoices• Schedule delivery of products

Winning Points for Sales Reps• Gain insight into activities of team members• Forecast sales

Winning Points for Customer Support Executives• Manage post sales follow-ups• Handle customer service requests and follow-ups effectively

Winning Points for Business Managers• Get a comprehensive birds-eye view of all activities related to the customer• Obtain and apply analytics to improve from the present• Apply analytics to glean trends related to the business and track opportunities

CRM for Marketers• Send mass marketing emails • Track leads and sources• Score leads• Route leads to right salespeople in real time• Provide analytics to see what’s working and what can be improved

Whenlookout for:

Installing CRM

Have customer details pop up with a CLI lookup when the phone rings

Have the CRM system dial an outgoing call

Escalate issues up the management structure automatically, based on workflow behavior

01

02

03

04

Restrict access based on group rights and memberships by linking with the corporate directory service and understanding the relationship between the various users

Plan the details of the information to be collected

Set up procedures and protocols on how to enter or capture the information

Ensure standardization—ensure standardized phrasing and abbreviations for data such as company names or address information, set up templates for reports

Pay attention to user-friendly features—create drop-down lists for common terms and items

Technical aspects for the CRM to work efficiently

Uptime exceeding99.9%

Industry certifications – ISO27001 and SAS 70 Type II

Data access in under 300 ms

Any CRM integrates with the telephone system to

Telephone system

Document editor (eg: MS Word)

Invoicing tool (eg: Sage)

Email client (eg: Outlook) SMS system, to reach

out to clients instantly and effectively as opposed to telephone calls and emails

The CRM handles the scheduling and workflow tasks and generally hives off the actual processing of the messaging and document creation to the external applications.

Records leads from campaigns into database

CRM

Workflow

ApplicationIntegration

SystemsIntegration

Actions the interaction with leads when required—sends email or initiates telephone call via a CTI link to the PBX

Records all documents, calls andmessages related to leads

01

Reminds marketing executive toinitiate contact with the leadat the assigned schedule

02

04

Holds customer documents internally or has links to external sources that can be accessed anytime, anywhere

05

Finds suitable sales teamor personal for the prospect

07Applies lead scoringto database

06

Reminds sales executive to initiate contact with prospect as per schedule

08

Generates invoice and schedules shipment when order is confirmed

09Offers business managers analytics generated by information processed through the system

11

Tracks follow-up actions required on customers and passes all information to customer support executive

CRM needs to link with external applications to get work done

13Uses SMS, email or telephone calls to issue time sensitive alerts on status of order processing, shipment and

delivery

10Logs post sales service requests made by

customers and offers all history to the executive handling the request

12

03

After the marketer initiates campaigns through the CRM, it:

Setting Up the

CRM System