how does a crm work?
TRANSCRIPT
INSTALLING
It’s not just a software.It’s a strategic shift
involving staff, processes, and procedures.
Update internaldocuments and procedures to
align with CRM work flows after installation
Review CRM workflowsand processes periodically
Train staff and get their buy-in—communicate how the CRM benefits them
Opt for a business partner that offers a full range of services, has skilled professionals, and especially timely support
You need all round support, especially allocating time and resources to make the transition
www.suyati.com
Support activities that constitute a core base of most CRMs:• Manage Cases• Offer Training• Provide Services• Develop Knowledge Base
SupportA CRM schedules
orders by:• Delivering Products• Producing Invoices
Schedule Orders
Reference:http://money.howstuffworks.com/business-communications/sales-technique7.htmhttps://www.zoho.com/crm/how-crm-works.htmlhttp://www.techworld.com/apps/crm--what-it-is-and-how-it-works-398/http://www.salesforce.com/in/crm/what-is-crm.jsphttp://lemonly.com/wp-content/uploads/2014/06/How-CRM-Helps-Small-Business-960x2801.jpghttp://oursocialtimes.com/traditional-crm-vs-social-crm-infographic/hhttp://blog.hubspot.com/sales/ways-a-crm-can-stimulate-your-business-growthhttp://www.visualistan.com/2015/01/the-dos-and-donts-for-crm-infographic.htmlhttps://www.clickatell.com/wp-content/uploads/2014/04/Infographic-Transform-Your-CRM-with-SMS.jpg
Process Sales
A CRM processes orders by:• Assigning Leads• Qualifying Leads• Converting Leads• Tracking Opportunities
Initiate Marketing
A CRM initiates marketingcampaigns by:
• Running Campaigns• Generating Leads
• Constructing a Database to capturelead information
CRM Functions
The essence of any CRM work flow is toInitiate MarketingProcess Sales
Schedule OrdersProvide Support
How does a CRM work?
CRM for Sales Reps• Manage customers and their information • Track opportunities• Generate invoices• Schedule delivery of products
Winning Points for Sales Reps• Gain insight into activities of team members• Forecast sales
Winning Points for Customer Support Executives• Manage post sales follow-ups• Handle customer service requests and follow-ups effectively
Winning Points for Business Managers• Get a comprehensive birds-eye view of all activities related to the customer• Obtain and apply analytics to improve from the present• Apply analytics to glean trends related to the business and track opportunities
CRM for Marketers• Send mass marketing emails • Track leads and sources• Score leads• Route leads to right salespeople in real time• Provide analytics to see what’s working and what can be improved
Whenlookout for:
Installing CRM
Have customer details pop up with a CLI lookup when the phone rings
Have the CRM system dial an outgoing call
Escalate issues up the management structure automatically, based on workflow behavior
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Restrict access based on group rights and memberships by linking with the corporate directory service and understanding the relationship between the various users
Plan the details of the information to be collected
Set up procedures and protocols on how to enter or capture the information
Ensure standardization—ensure standardized phrasing and abbreviations for data such as company names or address information, set up templates for reports
Pay attention to user-friendly features—create drop-down lists for common terms and items
Technical aspects for the CRM to work efficiently
Uptime exceeding99.9%
Industry certifications – ISO27001 and SAS 70 Type II
Data access in under 300 ms
Any CRM integrates with the telephone system to
Telephone system
Document editor (eg: MS Word)
Invoicing tool (eg: Sage)
Email client (eg: Outlook) SMS system, to reach
out to clients instantly and effectively as opposed to telephone calls and emails
The CRM handles the scheduling and workflow tasks and generally hives off the actual processing of the messaging and document creation to the external applications.
Records leads from campaigns into database
CRM
Workflow
ApplicationIntegration
SystemsIntegration
Actions the interaction with leads when required—sends email or initiates telephone call via a CTI link to the PBX
Records all documents, calls andmessages related to leads
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Reminds marketing executive toinitiate contact with the leadat the assigned schedule
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Holds customer documents internally or has links to external sources that can be accessed anytime, anywhere
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Finds suitable sales teamor personal for the prospect
07Applies lead scoringto database
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Reminds sales executive to initiate contact with prospect as per schedule
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Generates invoice and schedules shipment when order is confirmed
09Offers business managers analytics generated by information processed through the system
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Tracks follow-up actions required on customers and passes all information to customer support executive
CRM needs to link with external applications to get work done
13Uses SMS, email or telephone calls to issue time sensitive alerts on status of order processing, shipment and
delivery
10Logs post sales service requests made by
customers and offers all history to the executive handling the request
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After the marketer initiates campaigns through the CRM, it:
Setting Up the
CRM System