Customer Relationship Management [CRM] is a business strategic tool which helps in developing great relations with your customer. The prime factor here is customer satisfaction. CRM is a process where a company with the aid of technology, sales team, marketing and various other methods interact with their customer. This interaction is vital to have feedbacks, to earn leads and to develop that relationship which can be nurtured over several years, also to have strong product base.

1. What is CRM?

2. 1
CRM
is
Customer Relationship
Management

3. CRM is a the strategy that a
company uses to keep its
customers happy
and loyal
2

4. CRM is a business
strategy designed to optimise
profitability, revenue, and customer
satisfaction
3

5. 4
CRM is a system involves
using technology to organize,
automate and synchronize sales,
marketing, customer service,
and technical support.

6. Common Business Issues
Faced by Companies Today

7. “We don’t have an
up to date log of all
communications
with customers”
“Our Processes are
not automated so
customer issues
sometimes fall through
the cracks”
CUSTOMER SERVICE

8. SALES
MANAGER
“I need to know
what the sales
pipeline looks like
quickly and easily”
“It take me ages to
roll up all the reps’
forecasts into a
team forecast for
my boss”

9. “Marketing
campaigns are
difficult to manage
and leads go
missing”
MARKETING
MANAGER
“I need to be able to
calculate the cost
per lead easily and
accurately”

10. BUSINESS OWNER
“I want to maximize
the productivity of all
my employees”
“I need a quick and easy way
for me to see how the
business is performing at any
given time”

11. “Sales forecasts are
difficult to create and
time consuming”
“I sometimes spend my whole
morning trying to figure out who
I’m meant to follow-up with and
when”
SALES
EXECUTIVE

12. BACK
OFFICE
“I want to have access to the
same customer information the
front office has so I understand
any customer issues when I am
chasing payments”
“I don’t want to be
wasting time re-entering
the same information into
multiple places”

13. What CRM do ?
CRM bring all the required elements together
Marketing Remote
Employees
CRM
Outlook
Emails
Finance
CRM
Sales &
Orders

14. Solution for Back Office & Front Office
CRM offer one solution for Back Office and Front Office Requirements in any business

16. CRM Provide
InsightOf Your Business
Marketing Distribution
Finance Customer Service

17. CRM Improves Productivity
CRM
Finance Sales Distribution Customer Service Marketing
Your workforce will never miss any opportunity by using CRM. You are able
to get the overview of the sales process. It ensures that every employee
has updated information about customer profiles, follow-ups and
appointments. Your team can provide better services to the customers.

18. CRM Facilitates Collaboration
Internal External
Sales Marketing Support Finance Customers & Partners
CRM
CRM facilitates internal and external team collaboration
Result in maximum customer satisfaction !

19. CRM Delivers Competitive Advantage
CRM delivers a single view of the customer behaviour for better
relationship management, delivering real competitive advantage
Single view of the
customer 360 insight
o
COMPETITIVE
ADVANTAGE
Extended
Enterprise
Collaboration
360 degree
Customer
Insight
Org-wide
Productivity
& Efficiency
CRM

20. Introduction to CRM USERs in Your Company
SALES
EXECUTIVE
BUSINESS
OWNER
MARKETING
MANAGER
CUSTOMER
SERVICE
BACK
OFFICE
SALES
MANAGER
Businesses
CRM
USERS

21. Challenges for
the Sales Executive
1. Identifying the best opportunities to focus on
2. Tracking opportunities
3. Identifying cross-sell and up-sell opportunities
4. Forecast accurately
5. Every day Follow-ups
6. Reporting on the pipeline efficiently
7. Generating quotes, orders & Invoices
8. Avoiding multiple data entries for same information

22. CRM Helps the Sales Executive
CRM deliver customization dashboard with real-time
quick information about sales funnel, activity status,
recent notes, pending payment schedule, opportunities
at quotation stage and much more

23. Challenges for
the Sales Manager
1. Quick delegation of Enquiries.
2. Identify business opportunities.
3. Forecast Sales and Team Requirements.
4. Tracking and measuring sales executive’s performance
5. Monitor day today sales update and communication history.
6. Reduce time spend in monitoring and reporting

24. CRMHelps the Sales Manager
CRM offer comprehensive customizable Dashboardfor
quick/real time information about Sales funnels, pipeline opportunities, Executives
activity status and updates, case delegation reminders, pending task list.
Enables regular sales performance monitoring
Generate reports with one click which reduce administrative work,
and save sales managers time, which can be invested in strategically decision making and
improving Sales Targets.

25. Challenges for
Business Owner
1. Maximum Return on Investment
2. Real time insight of business performance
3. Comprehensive and detailed performance report accurse departments
4. Correct Analytical data for future product and business planning

26. CRM Help Business Owner
CRM Reports provide instant / real time analytical data
across multiple criterias like :
1. Sales Forecast
2. Sales force performance
3. Product / Services performance
4. Availability of Resources
5. Financial forecast
6. Crisp information on Return on Investments

27. Challenges for the
Marketing Manager
1. What’s your Biggest Marketing Opportunity?
2. Generating Awareness and Driving Traffic – Use multiple channels
and handle marketing funnels
3. Targeting effectively – Identifying their buyer, for it they require
detailed picture of your target audience. The best way to
understand your audience is to build buyer personas with 1)
segment by demographics, identify their needs, and develop
behavior based profiles.
4. Keeping up with Marketing trends and strategies
5. Increasing and proving Return on Investments - Use advanced
marketing analytics to track which marketing activities are
generating leads, customers, and revenue.

28. CRM Helps the
Marketing Manager
Input data from multiple marketing channel ( Emails, Web Forms, Social
Media, Phone etc.)
Enables highly targeted customer communications
Enables market segmentation based on customer interest and financial
data from the back office
CRM Feedback mechanism help collecting market trend and information
necessary to project product or services for useful marketing efforts.

29. Challenges for the
Customer Service Manager
• Track SLAs
• Tracking, measuring and improving team performance & productivity
• Resolving customer issues up-to their satisfaction quickly
• Easily identify critical customer issues requiring urgent attention
• Increasing customer satisfaction and retention rates
• Reducing the amount of time spent on customer service administration
• Knowledge and information sharing across teams
• Identify and successfully close cross and up-selling opportunities.

30. CRM Helps the
Customer Service Manager
• Centralize customer information help reducing time spent on customer
service administration and customer query handling
• CRM executive monitoring system record each activity, conversation
and ticket open and closed time, by which customer service manager and
evaluate and manage performance against SLAs.
• Centralised knowledge base, make information sharing easy across the
departments
• Delivers a 360 degree view of customer information across front and
back office systems for easier issue resolution and improved cross-selling
opportunities

31. Challenges for the
Back Office
1. Re-entering customer information increase risk of mistakes.
2. Access to complete customer communications history (usually held in the
front office) to enhance ability to effectively chase payments.
Tracking current status of any customer request is a major challenge for back
office staff.

32. CRM Helps the
Back Office
CRM use centralised information input system for product, services,
prices and customer details – that used across departments, this save
time and minimises mistakes by avoiding duplication of data entry.
Improves customer service by using a single point of reference for
sales orders
Credit control and the sales team have access to the same financial
information which enables them both to chase outstanding debt
when dealing with customers
Ensures a fast response to significant events and routine tasks using
alerts
Improves customer service by giving the back office access to key
customer information such as buying patterns and communications
history .

35. SalesBabu Business Solutions Pvt. Ltd.
No.38/11, 3rd Cross, G Block, Sahakarnagar, Bangalore – 560092
Tel: +91 80 4235 1740 , Mobile: +91 9341 3235 71
E-mail: sales@salesbabu.com Website: www.salesbabu.com