What is CRM (Customer Relationship Management)
CRM or customer relationship management
system is managing your customer information for the purposes of lead
management, sales forecasting and conversions. Its helps for generate more lead
and revenue.
Increase Sales fastTrack Lead generationReduce time customer complaint
Purpose of CRM
- When customers trust and value the customer
services that they receive from supplier, they are less like to look to
alternative supplier for their needs
- If you have CRM enables in your organization to gain “competitive advantages’ over competitors that supply similar product and services
- The Aim of CRM is on creating value or trust for the customer and the company over the longer term.
01.
Analytical CRM: The analytical CRM is modifying
to analysis the customer’s information and behavior and unwrap or disclose the
most information or essential convention, and intension of behavior of customer
on which spend capital can be done by the organization
02.
Collaborative CRM: The collaborative CRM conciliation
with coetaneous and integration of customer attention and channel of communication
like smart phones, email, fax web etc.
03.
Operational CRM: Operational CRM is tactics to
use focused on automation, improvement and enhancement of business process
which on customer facing or customer supporting
04.
Geographical CRM: Geographical CRM build both
geographic information system and traditional CRM. The Geographical data can be
analyzed to keep snapshot of potential customers in a region or to plan routes
for customer visits.
05.
Sales Intelligence CRM: Top sales organizations
are organizing the meeting the facing of identifying the most likely buyers of
their product and services through the deployment of sales intelligence solution
that introduce a wide variety of data streams to their front-line staff.
The sellers with better information about
their prospect company’s markets and individuals these firms are able to
maximize their chance of hitting quota, and at the same time create
efficiencies with in the sales operation.
Role & Importance of CRM
Ø Identifying
Potential Customers
Ø Approaching
key decision maker and buying firm.
Ø Negotiate
and Advancing
Ø Co-ordinate
between the customer and company.
Ø Leading
the customer management team.
Ø Build
trust with your customer relation.
Successful CRM
01.
Well Trained front executive
02.
Maintain proper database and implementing of it
03.
Working proper processes and follow
04.
Integration of front and back office
05.
Proper s/w to support the strategy
06.
Full support of top management
Benefits of CRM
01.
Quality and efficiency
02.
Cost effective, decrease in overall cost
03.
Customer reminder attention
04.
Gain profitability
05.
Decision support
06.
Increase customer satisfaction
07.
Growth in number of customers
08.
Maximization of opportunities
09.
Long term profitability and sustainability
Strengths01.
Identifies hot customers
02.
Keep all customer information
03.
Sales increase efficiency
04.
Customer satisfaction
05.
Improve build personal relationships
Weakness
01.
Information overload
02.
Lack of cultural preparation
03.
Does not bring with information already entered
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