CRM Customer Relationship Management System
AppNET Group Nagpur
OVERview What is CRM? What benefits does it provide companies? People and CRM ?
What is CRM? CRM is an essential part of modern business management. Customer Relationship Management concerns the relationship between the organization and its customers. Customers are the lifeblood of any organization be it a global corporation with thousands of employees and a multi-billion turnover, or a sole trader with a handful of regular customers.
business strategy that enables Understand the customer Retain customers through better customer experience Attract new customer Win new clients and contracts Increase profitability Decrease customer management costs
How CRM is Used Today.... ď ś Customer relationship management solutions provide you with the customer business data to help you provide services or products that your customers want, provide better customer service, cross-sell and up sell more effectively, close deals, retain current customers and better understand who your customer are. ď ś Organizations frequently looking for ways to personalize online experiences (a process also referred to as mass customization) through tools such as help-desk software, email organizers and different types of enterprise applications.
The Impact of Technology on CRM Technology and the Web has changed the way companies approaches CRM strategies because advances in technology have also changed consumer buying behavior and offers new ways for companies to communicate with customers and collect data about them. With each new advance in technology—especially the proliferation of self-service channels like the Web and smart phones, customer relationships is being managed electronically. Many aspects of CRM relies heavily on technology; however the strategies and processes of a good CRM system will collect, manage and link information about the customer with the goal of letting you market and sell services effectively.
Benefits of CRM ď śThe biggest benefit most businesses realize when moving to a CRM system comes directly from having all your business data stores and accessed from a single location. ď śStoring all the data from all departments(e.g. sales, marketing, customer service and HR) in a central location gives management and employees immediate access to the most recent data when they need it. ď śDepartments can collaborate with ease to CRM systems and it helps and organization to develop efficient automated process to improve business processes.
It also... Is a fast way to identify and handle potential problems Tracks all points of contact between a customer and the company. Provides all employees with product specs, product use information and technical assistance. CRM quickly manages the scheduling of follow-up sales calls to assess the satisfaction of customers and their repurchase probabilities (when and how much).
CRM leads to... Identifying prospects and helps them become customers. Closing sales more effectively and efficiently. Allowing customers to perform business transactions quickly and easily. Providing better service and support following a sale. Which = Customer Service!!
Customer Service Helps make call centres more efficient. Aids in cross and up selling products. Cross Selling: Provide additional products/services. Up Selling: Upgrade existing products/services. Helps sales staff close deals faster. Simplifies marketing and sales processes. Allows companies to discover new customers.
Components of CRM Login Form Master View Accounts Reports Setting Reports
Advantages of CRM ď ś CRM offers the advantage of gaining customer loyalty. As stated above, loyality is less costly for a company and the loyal customer becomes a professional recommendation of the company and its services. Furthermore, the company can promote the work it has done for its customers in order to approach prospects. It is always more convincing to present a work carried out rather than to rely on our own theoretical expertise. ď ś A good CRM associated with a good tool ensures companies to have a good view over the list of customers and prospects, to know where it stands with relationship management, when to contact them again, etc. Furthermore, an improved customer and prospect insight ensures a better and more targeted communication. ď ś CRM also ensures enhanced productivity. By fostering customer's loyalty, the company spends less time acquiring new customers and saves then time on other projects.
Sof tware Requirement
Technology: Asp.net 4.5 Frame work IDES: Visual Studio 2010 DATABASE: MS SQL SERVER 2008
Hardware Requirement RAM : 2GB Hard Disk: 500GB
People and CRM Successful and effective Customer Relationship Management people tend to display the following key characteristics: • positive attitude • people orientation • organizational skills • analytical skills • customer focus (natural empathy) • understanding of the link between CRM and profitability On the subject of empathy: Empathy is about understanding, not necessarily agreeing. Effective customer focus enables the organization and its staff to see both sides, and to work with the customer to arrive at a mutually satisfactory and sustainable solution. Agreement alone amounts to capitulation, which is neither practicable nor sustainable.
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