CRMEverything you need to know

C-Customer R-Relationship M-Management

“An enterprise’s best friend”

That is what your support agent goes through everyday without a

CRM software

In 1995, the acronym CRM was born. Some congratulate technology research company Gartner for this. Others

believe Thomas Siebel is also a possible reason

Before CRM, data was stored using

• Productivity suite document• E-mail systems•Mobile phone data• Paper note cards• Rolodex entries• Excel spreadsheets

And then a better idea lit, bright and

shining

A software to…Collect customer informationRetain customer dataManage client relationships

CRM enables smooth

inter-relationship building between

customers and employees

A good CRM software enables:

• Storage of customer information• Increase in efficiency of support

team and sales reps• Direct contact with customers from

anywhere• Better customer support and

service• Measure Customer satisfaction• Discover new customers

BEST CRM SOFTWARE

Types of CRM Software

OPERATIONAL CRM SOFTWAREOperational CRM software enables businesses store the entire

information about a customer at one place

ANALYTICAL CRM SOFTWAREAnalytical CRM software allows for the analysis and systematic

evaluation of customer data using business intelligence functions.

COLLABORATIVE CRM SOFTWAREThis highly effective mode of communication is

used for direct interaction with customers, including feedback and issue reporting.

ADVANTAGESOFCRMSOFTWARE

But not every product is perfect…

DRAWBACKS OF A CRM SOFTWARE• CRM software dehumanizes sales – there is no first-hand experience between

employees and customers

• Some CRM software are not compatible with in-house management systems

• A time-consuming and difficult installation process

• Good CRM software create a hole in our wallets

TO SUM UP…

Benefits of a CRM software

0% satisfaction in the absence of a CRM software

100% satisfaction once incorporated with a CRM software

Constant satisfaction in the presence of a CRM software

CUSTOMER SATISFACTION GRAPH

Maybe CRM should be abbreviated asC-CompulsoryR-RequisiteM-Mandatory

Salesforce.com - Success. Not Software

Zoho CRM – Close More Deals in Less Time

Microsoft Dynamics CRM – Deliver amazing customer experiences

SugarCRM – CRM software trusted by millions worldwide

Insightly CRM - #1 Online Small Business CRM

openCRX CRM – The Professional Enterprise Class Open Source CRM Solution

and so on….

Quick question for the day:

What differentiates a good CRM software from the others?

Answer: It is the unique characteristics that differentiates the good apples from the bad

ones…

So, you come up with the idea to buy a CRM software…

…and you save as much money to buy that expensive CRM software

Six months down the line, you realize your software isn’t good enough

You realize you have wasted your hard-earned money on a software not worth spending on

Here are some tips to look at before you buy that expensive CRM software

EASY AND SIMPLE INTGRATION

Less number of Clicks, Better the CRM software

You shouldn’t feel lost with your CRM software

SELF-ADAPT TO THE GROWTH OF THE COMPANY

CRM software should adapt to the growing demands of the company without employees

having to update it

EASY TO USE, FLEXIBILITY AND CUSTOMIZABILITY

Same software, Adapts different in each website

You should be able to easily customize the CRM software based on you website requirements and color palette

SIMPLIFY THE SALES PROCESSHappy employees along with satisfied customers

Your company’s best friend, providing the right answers to the right people at the right time

DEVICE AND OS AGNOSTIC

Apple, Linux, Blackberry, Android, Windows 8. It works on any device, any where.

But how do you integrate a CRM software to your process?

Here are few points to think about before your system integrates with a CRM software

Think through the coding issues before integrating the CRM software

Advisable to participate in the live Demo

Contact references mentioned in CRM software

WAIT!!!

But how safe is your CRM software?You wouldn’t want your data to be lost, would you?

Here are the privacy policies that your CRM software should follow…

ISO- 27001 CertificationCloud Security Alliance

Cloud Computing MatrixUS-EU Safe Harbor Framework

US-Swiss Safe Harbor Framework

This is how some of the leading CRM softwares ensure safety of the data stored

MICROSOFT DYNAMICS CRM SOFTWARE Works based on the trusted SQL server technology Hack resistant software Data stored in separate regional data centres Natural disaster control, physical monitoring Secure network design and operations

SALESFORCE CRM SOFTWARE Data stored in separate data centres Data centres reflected from global data centres Connection requires 128-bit VERISIGN SSL

certification & 2048-bit RSA public key Compliance with TRUSTe’s program requirements Collects IP addresses of visitors to track non-

personal information

ZOHO CRM SOFTWARE Zoho CRM provides an enterprise-grade role-based security It controls the access rights of users working with the stored data It ensures 24*7*365 security, video monitoring and bullet resistant

walls Ensures network security by detecting and preventing encryption

and intrusion

So, make sure your CRM software has the ISO mark before you buy it

Now, that you have your secured CRM software

You can move on….

…and customize your CRM software based on your website requirements and colour palette

To answer your question…Why should you customize your CRM software

Creates a software that fits every need of your company. Nothing less, nothing more!!!

Typical example that built a complete lead-generation system : ConstructionReports.com

A CRM software that better integrates with your business operation

WITH CUSTOMIZATIONWITHOUT CUSTOMIZATION

CRM SoftwareCRM Software

Business Operation

Business Operation

good integration

bad integration

Ensure clutter-free and clean pages

Keep only required information ad organize page layouts as per company’s requirements

Build and manage your own applications

Customization raises value of the CRM software

Extensive customization prevents constant upgradation – hence helping in saving money

5 years down the lane, what do you think will be the future of CRM?

“Internet based Customer Relationship Management is one of the most dramatic and fundamental change in the history of business” – Erin Kinikin, Vice President, CRM for Giga Information Group

“CRM will be at the heart of digital initiatives in the coming years” – Gideon Gartner, Founder, Gartner Inc.

“There is no future for CRM” – Thomas Siebel, Founder, C3 Energy & considered responsible for the birth of CRM

“We have already reached the future of CRM” – Anshu Sharma, former Vice-President of Salesforce.com

“Facebook is the future of CRM” – CRM Magazine

“The CRM of the future will recommend new customers to you automatically”

– Forbes Magazine

“CRM has a long way to go before it becomes the perfect software” – 1Click.io