4. Development of Crm System for a Company

8/8/2019 4. Development of Crm System for a Company

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Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar 11

DEVELOPMENT OF CRMDEVELOPMENT OF CRM

SYSTEM FOR ASYSTEM FOR A

COMPANYCOMPANY

Think thoroughlyThink thoroughly

Build MeticulouslyBuild MeticulouslyOperate religiously.Operate religiously.


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22Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar

THE GOOD & THE GREAT OF ANTHE GOOD & THE GREAT OF AN

EFFICIENT CRM SYSTEMEFFICIENT CRM SYSTEM

FACTORS LEADING TO THE DECISIONFACTORS LEADING TO THE DECISIONOF WHICH CRM PACKAGE TOOF WHICH CRM PACKAGE TO

CHOOSE ?CHOOSE ?


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STRATEGY & ROAD MAPSTRATEGY & ROAD MAP

An effective CRM solution should helpAn effective CRM solution should help

you to:you to:

Take charge of your sales workload.Take charge of your sales workload. Get the leads out.Get the leads out.

Grab new opportunities.Grab new opportunities.

Make better decisions on products &Make better decisions on products &

campaigns.campaigns.

Get the support that you need when youGet the support that you need when you

need it.need it.


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SALES FORCE AUTOMATIONSALES FORCE AUTOMATION

Good StuffGood Stuff--A taskA task--centric User Interfacecentric User Interface

Applications for everyday tasksApplications for everyday tasks

Features for reporting and recordFeatures for reporting and record--keepingkeeping

Good Lead statusGood Lead status

Sales callsSales calls

Lead activityLead activity


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SALES FORCE AUTOMATIONSALES FORCE AUTOMATION

Great StuffGreat Stuff--

ActivityActivity--based quotasbased quotas

Features that automate routine salesFeatures that automate routine salesactivitiesactivities


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GET THE LEADS OUTGET THE LEADS OUT

Good stuffGood stuffLead consolidation databaseLead consolidation database

Web site lead generatorWeb site lead generator

Provides Standardization of qualificationProvides Standardization of qualification


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Great StuffGreat Stuff

Marketing automation toolsMarketing automation tools

Advanced lead routing applications for maximumAdvanced lead routing applications for maximumcontrol over how leads flow through yourcontrol over how leads flow through yourorganization.organization.


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Great StuffGreat Stuff

User Interface enhancements that let sales repsUser Interface enhancements that let sales reps

search databases, organize tasks and editsearch databases, organize tasks and edit

information.information.

Integrated Marketing Campaign ManagementIntegrated Marketing Campaign Managementtools.tools.


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GRAB OPPORTUNITIESGRAB OPPORTUNITIES

Good stuffGood stuff

Applications that support multiple salesApplications that support multiple salesworkflows.workflows.

Sales process checklists and scheduledSales process checklists and scheduledactivity reminders.activity reminders.

A Sales Knowledge Base for ObjectionA Sales Knowledge Base for Objection

Handling that includes effective responsesHandling that includes effective responsesto customer objections and Competitiveto customer objections and Competitiveinformation.information.


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Good StuffGood Stuff

Applications that allow you to create andApplications that allow you to create andsend custom PDFs with less effort.send custom PDFs with less effort.

Applications that help you to manage yourApplications that help you to manage your

Product catalog.Product catalog.


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Great StuffGreat Stuff..

Pipeline ManagementPipeline Management -- AdvancedAdvancedapplications that allowapplications that allow

salespeople to coordinate sets of taskssalespeople to coordinate sets of tasks

and toand to--dos in their operations .dos in their operations .


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ANALYTICS STRATEGYANALYTICS STRATEGY

Make better decisionsMake better decisions

The key to better decision making lies inThe key to better decision making lies in

collecting andcollecting andsharing accurate data. A successful CRMsharing accurate data. A successful CRM

solution liberatessolution liberates

business intelligence, making it easier forbusiness intelligence, making it easier foryou and youryou and your

managers to act on that intelligence.managers to act on that intelligence.


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ReportingReporting

Applications that generate quality reports, not largeApplications that generate quality reports, not largenumber of reports.number of reports.

These reports should help your sales organization toThese reports should help your sales organization toanswer crucial questions such as:answer crucial questions such as:

How good are we at bringing in qualified leads?How good are we at bringing in qualified leads?

How many leads are needed to have adequate salesHow many leads are needed to have adequate sales

opportunities in the pipeline?opportunities in the pipeline?

How good are we at winning those opportunities?How good are we at winning those opportunities?

How good are we at keeping our customers happy?How good are we at keeping our customers happy?


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AutomationAutomation

Your CRM solution should aid you in automatingYour CRM solution should aid you in automatingandand

distributing reports related to:distributing reports related to: Call Activity Call Activity -- Who is making the calls and toWho is making the calls and towhom?whom?

Appointments Appointments -- Who is getting theWho is getting theappointments andappointments and

with whom?with whom?

Sales Records Sales Records -- Who is getting the deals andWho is getting the deals andwith whomwith whom


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ForecastingForecasting

A successful CRM solution includes applications thatA successful CRM solution includes applications thatwill:will:

Measure the progress of individual sales pipelinesMeasure the progress of individual sales pipelines

to provide your sales managers and executives withto provide your sales managers and executives with

forecasting information on the probability that a dealforecasting information on the probability that a deal

will go through.will go through.

Capture more details about what each deal, such asCapture more details about what each deal, such as

product mix or pricing, was offered.product mix or pricing, was offered.


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APPLICATION MANAGEMENTAPPLICATION MANAGEMENT

Ensure that you get a good postEnsure that you get a good post--salessales

support that providessupport that provides The right training for each user. The right training for each user.

Real Real--time support for all users.time support for all users.

Dedicated account management. Dedicated account management. Pre Pre--packaged connectors for easypackaged connectors for easy

integration.integration.


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APPLICATION MANAGEMENTAPPLICATION MANAGEMENT

Ensure that you get a good postEnsure that you get a good post--salessales

support that provides.support that provides.

Default configuration that gets you 80% there. Default configuration that gets you 80% there.

Well Well--designed screens that support everydaydesigned screens that support everyday

tasks.tasks.

Service level agreements that show a 2 Service level agreements that show a 2--wayway

commitment.commitment.The best way is to talk to other businesses thatThe best way is to talk to other businesses that

use the solution to get a feedback .use the solution to get a feedback .


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OUTSOURCINGOUTSOURCING

Look for hidden costs & feesLook for hidden costs & fees

Always insist that the provider outlinesAlways insist that the provider outlinesall fees and costs in their initial offerall fees and costs in their initial offer

document for training, installation &document for training, installation &

subsequent upsubsequent up--gradation.gradation.


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Other aspects to look for,Other aspects to look for,

Performance OptimizationPerformance OptimizationCenter of Excellence (CoE)Center of Excellence (CoE)

ImplementationImplementation


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Other aspects to look for,Other aspects to look for,

Product UpgradesProduct UpgradesMigrationMigration

Application IntegrationApplication Integration


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EXAMPLES OF MODERN DAYEXAMPLES OF MODERN DAY

CRM APPLICATIONSCRM APPLICATIONS

Intelligent Inbound Customer MarketingIntelligent Inbound Customer Marketingto transform Serviceto transform Service--oriented contactoriented contact

centers into revenue generatingcenters into revenue generating

Channels.Channels.


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Trade Promotion Optimization SolutionTrade Promotion Optimization Solutionthat combines Transactional processesthat combines Transactional processes

and analytical dashboards toand analytical dashboards to

optimize trade promotionsoptimize trade promotions


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PrePre--paid Telecom Customer Care forpaid Telecom Customer Care for

improving Customer retention andimproving Customer retention and

increasing ARPUincreasing ARPU


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Integrated Customer Data ManagementIntegrated Customer Data Managementthat unifies Customer data acrossthat unifies Customer data across

multiple business units and functionalmultiple business units and functional

systemssystems


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Contact Center Analytics for examiningContact Center Analytics for examining

and analyzing contact centerand analyzing contact center

performanceperformance


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Customer Web SelfCustomer Web Self--Service to enableService to enable

selfself--service over the Internetservice over the Internet


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Subscription Management that helpsSubscription Management that helpsmedia and entertainment companiesmedia and entertainment companies

have an integrated view of allhave an integrated view of all

subscription informationsubscription information


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Handheld Solution on Symbian PlatformHandheld Solution on Symbian Platformthat keeps the mobile field forcethat keeps the mobile field force

connected in realconnected in real--time, thereby enablingtime, thereby enabling

Improved sales force efficiencyImproved sales force efficiency


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Citizen Information Hub that provides aCitizen Information Hub that provides asingle unified view of citizen informationsingle unified view of citizen information

enabling improved communication andenabling improved communication and

data exchangedata exchange


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Collaborative CRM for the ConsumerCollaborative CRM for the ConsumerDurable Industry (e.g. Automotive, WhiteDurable Industry (e.g. Automotive, White

Goods industry) to increase collaborationGoods industry) to increase collaboration

among the manufacturer, dealer, andamong the manufacturer, dealer, and

customercustomer

4. Development of Crm System for a Company

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