CRM

What is the CRM

“CRM is a business strategy designed to optimize profitability, revenue customer satisfaction”

           

What is salesfroce CRM?

“CRM is a business strategy designed to optimize profitability, revenue customer satisfaction”

Administrator (System Administrator)

One or more individuals in your organization who can configure and customize the application. Users assigned to the System Administrator profile have administrator privileges.

Application Programming Interface (API)

The interface that a computer system, library, or application provides to allow other computer programs to request servicesfrom it and exchange data

What are the standard objects?

Account

Contact

Campaign

Opportunity

Quote

Lead

e.t.c

Q: Why towards CRM?

1) CRM is software, system, technology.

2) CRM is data storage & analysis.

3) CRM changed corporate culture from transaction focus to a customer centric  

     one.

4) CRM is “Managing demand”.

5) CRM is strategy cycle focusing on customers.

Q: Customer Relationships?

1) Knowledge people,

2) Responsiveness

3) Understanding

4) Promptness

5) Accuracy

6) Accessibility

7) Follow-up

8) No-Surprise

9) Security

10) Communication

11) 1-1 Interaction

Q: Benefits of CRM?

1) Growth in number of customers

2) Maximization of opportunities

3) Long term profitability & sustainability

4) Helps sales staff close deals faster

5) Reduce cost

6) Increase customer satisfaction

7) Ensuring customer focus

Q: CRM Technologies?

1) Marketing – List generator, Campaign management, Cross-Selling & Up-Selling.

2) Sales – Sales management, Contract management, Opportunity Management.

3) Customer Service – Contact Center, web-based, self-service, call scripting.

Q: Importance of channels?

Ans: Key data about customers comes from channels.

Channels are the way , A company interact with customers.

Ex:- Direct Mail, Email ,Banner adds, Telemarketing, Messages, Customer Centers.

Q: Values of gathering feedback?

Ans:

1) Understand what your customer really need

2) Give users a voice

3) Make them part of the process

4) Drive adoption by giving users need.

Q: What is customer?

Ans:

A Transaction, An Account, An individual, A household.

The Customer as a transaction- purchases made with cash are anonymous. Most web surfing in anonymous

Q: What are methods of gathering feedback?

Ans: Phone, Voice Mail, Email, Meetings, Survey, Committees.

Q: Salesforce.com CRM & Other CRM Products?

Sales marketing (business) Process (or) Sales Architecture?

Campaign                                                                       Service

Lead                                                                               Case

Opportunity                                                                    Asset

Quotation          Order            Invoice