CRM Applications

CRM Objectives
1. Strengthening relationship with existing customers.
2. Using customer information to provide better service.
3. Creating customer value & Loyalty.
4. Implementing Integrated CRM solution strategy –
integration of software related to sales, marketing &
servicing functions
 CRM as Enabler of Customer Centric Strategy.
1. Attracting new customers.
2. Creating more business from existing customers.
3. Retaining profitable customers.
 CRM Modules
Sales management.
• Account management.
• Contact management.
• Opportunity management.
• Product management.
• Quota management.
• Product catalogue.
• Asset Management.
• Activity management.
• Territory management
11. Lead & Opportunity management.
12. Contract management.
13. Incentive & commission management.
14. Time & travel management.
15. Sales analysis.

Telesales
Campaign management.
1. Campaign design.
2. Multi-channel campaign.
Product configuration support
Customer profiling.
Sales Forecasting.
Mobile sales.
Sales force automation.
Internal order management process.
 Integration of ERP & CRM applications
1. Rationale for integration.
2. Obstacle to integration.
3. Benefit of integrating ERP & CRM systems.
• Delay in processing a single order avoided.
• Converting prospects into customers.
• Efficient service – order and delivery status.
• Improving customer satisfaction by answering
satisfaction.