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Customer Relation Management System Multi Environment Solutions.

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Presentation on theme: "Customer Relation Management System Multi Environment Solutions."— Presentation transcript:

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2 Customer Relation Management System Multi Environment Solutions

3 Modules Marketing Management Sales Management Customer Feedback & Complaint Sales Force Automation Field service Customer Communication Customer Training

4 CRM cont.. Partner Relationship management Opinion Leaders Relationship management Employee Relationship management Project management Customer Communication Sales Order Management Dispatch & Invoicing Accounts Receivable

5 Marketing management Marketing Strategies Campaigns Sales Stages Training of Telesales Training of Sales Rep Advertisements List of Prospects Marketing Encyclopedia

6 Customer/Prospect Profile Products/Product Lines Price List Discount Structure Training Material for Telesales Telesales Script Training Material for Sales Rep Sales Rep Script Competitors Profile Competitors products

7 Marketing Encyclopedia(Cont.) Comparison of Company products with Competitors Customer Decision Issues Corporate Presentations Sales Presentations Brouchers Proposals Template Company/Competitors Literature Customer Testimonials

8 Customer/Prospect Profile Customer Database including Name, Addresses & Contact Persons Contact Person Name, address, Family Background, spouse detail, Marriage Anniversary, Habit Details – Likes & Dislikes Customer Lines of Business Decision Makers Product Manufactured By Customer Product Sold By Customer

9 Customer Profile(Cont.) Product Purchased By Customer Suppliers & Customers of the customer Our market share Customer turnover(Local, Export)

10 Sales Management Sales Strategy Sales Organization Sales Training Prospecting Working and closing the Sales

11 Prospecting Identify leads Qualify Leads Use Telesales script Generate Sales opportunity

12 Working the Sales Meeting Decision Makers Establish need Resolve Decision issues Demonstrate Product Deliver Presentation Deliver Proposals Deliver Quote Negotiate Terms Obtain Legal Approval Deliver Contract

13 Customer Feedback & Complaints Customer Feedback Category Customer Feedback Subcategory Customer Feedback Group Customer Feedback Statistics Customer Feedback Details Customer Complaint Details Customer Complaint linkage with invoice number & Lab test

14 Customer Feedback & Complaints (Cont.) First Response and Final Settlement of the customer Complaint Corrective Actions to be taken Effect Of Customer Complaint e.g. price reduction, claim paid, loss of business, loss of customer Online inquiry on customer complaint and their redressal

15 Sales Force Automation Online Inquiry of Customer Profile their pending orders, outstanding details through internet connection Booking Orders on Hand Held Device Entry of Customer visit on hand held device Uploading of records of Visits, Orders Booked, Payment Received, customer complaint etc. from hand held device to the main server in the head office via internet

16 Field Service Service Center s Service Center Stores Maintenance Contract Type Customer Maintenance Contract Service Person Tool s Service Person Spares Store Maintenance Call Assigned Technician/Engineer To Call Provide Spare Machine

17 Field Service (Cont.) Send Machine for Repair Request for Spares Purchase Requitions For Local Purchase Receipts From Central Store Goods Received Report

18 Customer Communications Customer communication Received by Telephone, Fax, , letter etc Communication sent by Telephone, Fax, E- mail, letter etc. Meeting Type Details Meeting held Details, person attended from our side, by customer side, discussion held Action plan by us, action plan by Customer

19 Customer Training Customer Training type e.g. our product, proper usage of product,safety precautions etc. Training Needs Training Programs Training Schedule Training Calendar Training Faculty Training Cost Training Feedback Participants Feedback Instructor's Feedback Training Budget

20 Customer Communications Customer communication Received by Telephone, Fax, , letter etc Communication sent by Telephone, Fax, E- mail, letter etc. Meeting Type Details Meeting held Details, person attended from our side, by customer side, discussion held Action plan by us, action plan by Customer

21 Sales,Invoicing Quotation Sales Contract Customer Specification Sales Order,LC Packing Reference Delivery Order Sales Invoice

22 Sales,Invoicing(Cont.) Misc. Invoice Material Return Note Pre shipment/Post Shipment Documentation Customer Credit Limit Finished Goods Stock Statement Finished Goods Aging Analysis

23 Sales,Invoicing Cont. Matching of Stock with Customer Specification Sales Analysis (Country,Item,Sales Agent,Sales Man) Sales Realization Sales Performance Non Moving Customers Sales Agents Commission

24 Account Receivable Sales/Service Invoice Credit terms Sales Return Debit/Credit note Receipt of Payments Receipts falling Due Post dated cheque Aging Analysis Reminder (Dunning) Letter Interest Loss Due to Late Receipts Customer Worthiness


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