How to Manage YourCustomer Relationship

Effectively?

Customer Relationship Management Customer relationship management (CRM) related activities

are business activities which a company has with its customer, whether it is sales or service-related.

Building Customer Database.

Assigning Opportunities to Sales Representatives.

Handling Customer

Support and

Customer Feedback

etc. etc.

How to maintain Customer Database, so that in one shot (Screen) come to know ...

• Company (Account) Profile and Contact Details

• Requirements (Opportunity) generated and its Position (Status including Won or Lost)

• Communications done (Meetings, Calls, Emails, Documentation)

• Products sold, their Warranty & AMC

• After Sales Support given• No of Visits & Cost Involved

till date

How to maintain Opportunities, so that in one shot (Screen) come to know ...

The Opportunity is related to:• Which Company (Account)• Which Products• Status of the Opportunity• Communications done

(Meetings, Calls, Emails, Documentation)

• No. of Visits & Cost Involved in following the Opportunity (Requirement)

How to maintain Support Calls, (Cases) so that in one shot (Screen) come to know ...

• Support Call (Case) is related to:

• Which Company (Account)• Which Product (Under

Warranty OR AMC)• Problem Statement• Status of the Calls (Cases)• Communications done

(Visits, Calls, Emails, Documentation)

• No. of Visits & Cost Involved in following the Calls (Cases)

• Auto generated Docket number

• Database getting Redundant• Come to correct Analysis of Time,

Energy and Resources so that they can be channelized in proper direction.

• Deriving the Cost behind each Requirements (Opportunity) and Support calls.

• Deriving Salesperson’s & Engineer’s analysis

• Analysis of the Customer so that they can be followed for Cross sales, Up sales and Renewal sales.

• Leading to huge Savings & Productivity.

And SAVE Time, Energy & Resources

What you Maintain today …• Diary / Book - Activity Details.• Mobile reminders• Excel Sheets - Account/ Contact

/ Opportunity / Activity Details.• Accounts – Actual Sales, AMC• Email / Diary – Communications

you had• Files – Documents• BUT nothing under one roof.• Time, Energy & Resources

getting wasted Analyzing the data with no scientific way of conclusion.

Manage YourCustomer Relationship

Effectively …

With CRM

CRM Application …Customer Relationship Management (CRM)

Application is a business solution OR system that helps you standardize and automate CRM Activities.

• Benefits: Business data stored and accessed from a single location.

• Help manage customer data and customer interaction.

• Departments can collaborate with ease.• CRM helps an organization to develop efficient

automated business process.• Other benefits include a 360-degree view of all

customer information, knowledge of what customers and the general market wants.

Customer’s 360 degree View• Company (Account) Profile

and Contact Details• Requirements (Opportunity)

generated and its Position (Status including Won or Lost)

• Communications done (Meetings, Calls, Emails)

• Products sold and their Warranty & AMC.

• Service & Support given• No of Visits & Cost Involved

behind an Opportunity OR Support call.

• Etc.

Know Your Customer•Company Profile

•Contacts

Sales• Leads

• Opportunities• Quotations

• Demos• Meetings

Inventory•Product

•AMC•Documents

Support•Case•RMA

•Visits

Communications•Email•Calls•Visit

•Meetings•Documents

Cost Analysis•Engineers

•Sales person•Opportunity & •Support Cases

All under One Roof – Linked to Company / Customer

Company (Account)

Contacts / Opportunities / Products / AMC

Activities – Call / Visits / Email / Documents

Cases / RMA Process

MIS Reports

• Customer• Opportunitity Stages & its Costs

• Support Stages & its Costs• Products & AMCs

• Engineer’s & Salesperson’s Cost Analysis• Users Dashboard / List View / Customised

Reports• Export & Pivot in Excel

Other Benefits of CRM …• In Cloud (Platform

Independent)• Access from anywhere• Access Rights based on

Team & Role

• Centralized Management• Scalable & Customizable• Integrate SMS & Website

• Integrate Business Telephony

• And much more …

Points to Ponder• CRM is a Project, not a Product.• It should be Implemented phase wise. • Management needs to strongly push it to reap it’s

benefit.

“There is Management Solution to Technical problem

But there is no Technical Solution to Management problem”

Thank Youwww.ncs.net.in

nikhil.bhagat@ncs.net.in9331126226