Friday, September 21, 2012

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CRM Software - A Single Face of the Organization
    CRM is nowadays a single interface to establish contact with your customers and various departments within and outside your organization. With high technology based software, we could manage right from the organizing customer data to improving sales efficiency and finally converting leads to closure of deals.

    All these activities play a fundamental role in our regular regime of day-to-day activities to manage the overwhelming volume of data and customers in corporate organizations today. CRM promises on taking over the trivial task and organizing major data providing adequate time for you to plan on Brand and Marketing Strategies.

    This feature is especially advantageous to the small business organizations as they have limited resources and would like to get maximum profitability with existing resources.

Coordinate Efforts on a Single Page

    In today’s complex and competitive business environments; there is a constant need for sales force and their efforts to be organized on the same page. This enhances the organization to collate customer data and queries, Address prospects, Share information and strategies and provide World class personalized service to their Customers.

    CRM (Customer Relationship Management) software provides with an array of services to contact, coordinate and provide world class services both for your customers and employees within the organization. It would also avoid duplication of data and Eliminates manual processes that can bog down sales cycle.

The Sales professionals not only need to connect to the Sales Heads but also need to coordinate their efforts with the Marketing, Accounting, Purchase and Production departments. Making their role more complex and involving them in routine work. The Sales professionals lack time for the vital activity of promoting Sales of the organization’s products and services. CRM renders a helping hand in providing the following services:

a) Organizing and Analyze Customer data:

    The customer data is invaluable to any organization to pursue its interest in maximizing the profits. CRM provides an interface to collect data as well as to establish relationship by sending quotation, following prospects, reminders and newsletters to customers and keeping sales force well informed on updates of the products and customer status. 

b) Improving and Performance tracking of Sales Professional
    
    The question on how to improve one's sales efficiency in every organization is the biggest challenge of today's managers. CRM provides with an interface to centrally track sales opportunities, share Excel Spreadsheets and customer contacts.

    Latest information on products and brand strategies are communicated in an easier fashion to the Sales force. This includes reporting and analyzing data to take quick business related decisions.

    Marketing and Campaign management have been taken to a new dimension of providing strategies and information to sales force on their mobiles through mobile applications. Accounting Services are provided to track the expenditure on marketing and campaign programs. 
    Coordination of marketing campaigns from direct mailings to web downloads with an eye on moving leads to closed sales. We could measure the effectiveness of campaigns through robust metrics including number of leads that are contacted versus those that have responded and those that are closed.

    Tracking sales leads, quotes and signing renewals and contracts have been recorded in a central repository. This enables us to predict the Sales forecast and accurately provision resources with the Production department.

c) Lead Management Services to generate more Business
    
    The prospective customers in any business need to be converted into customers to maximize the profits of the organization. Lead Management Services provides with information on communications and quotes sent to prospects, contact details and follow-up timings for sales professionals to keep a track of the prospects. The hot and warm leads are given preference while the cold leads are stored in central repository for promoting future marketing programs. An application to Manage Emails and Calendar Activities are also available.

d) World class Customer service to encourage customer satisfaction and loyalty

    Addressing customer queries and grievances in a personalized manner help in providing World class customer service. Tracking all customer support issues originating from a phone call or a web portal in a central repository to improve customer service and inform sales associates of potential hiccups before and during the renewal process. The process allows Analyzing of incidents, escalating issues and tracking the responses.

    The case history of the customer would provide details to the executive to provide the best fit solution over the desk at the least possible downtime. Thereby, providing suitable solutions to each customer and ensuring repeat business from existing customers and promoting new customers through their references.

e) Design Targeted Marketing to promote Brand Recognition and Brand Loyalty

    The various Marketing and campaign programs are targeted at a Niche segment of consumers for example Mercedes targets at the Wealthy Business Class Clientele; likewise Lamborghini and Ferrari attract Sportive Business Class Clientele. The designing of targeted marketing programs by these organizations could promote Brand recognition and Brand loyalty among Clients.

f) Project Management
    
    Most companies take on various assignments or Projects on a regular basis. The execution of these projects require intricate details from organizing to implementation client fulfillment project, internal projects or the series of tasks required to get a new client into production. Host project-related documentation, tasks and communications--all in a central repository that is accessed by your teams no matter where they are working from. 

    The host of possibilities rendered by CRM, make it a Versatile Software in managing Customer Relations and in directing Sales force in achieving Business Deal closures. CRM also provides coordination between departments and automates workflow through its business cycles. CRM may in the future hold personalized applications to    each customer and widen its horizon.


Anil Bhat
Cell :  +91 – 9911720780

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