Grp Assgn Crm Ppt

8/3/2019 Grp Assgn Crm Ppt

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Participants

1. Fatma M. Ali

2. January Ntisi3. Sammuel Appolo

The software described in our presentation is

SuradoCRM from University Research Park in

Riverside California.



Contents

• Brief Introduction on CRM

• An Overview Of SuradoCrm

• Modules of SuradoCRM• Conclusion

• references



Brief Introduction on CRM

Customer relationship management (CRM) consists of

the processes a company uses to track and organize

its contacts with its current and prospective

customers. CRM software is used to support theseprocesses; information about customers and customer

interactions can be entered, stored and accessed by

employees in different company departments. Typical

CRM goals are to improve services provided tocustomers, and to use customer contact information

for targeted marketing.



Brief Introduction on CRM

contd…..

CRM includes many aspects which relate directly to one another:

• Front office operations — Direct interaction with customers, e.g. face toface meetings, phone calls, e-mail, online services etc.

• Back office operations — Operations that ultimately affect the activities of

the front office (e.g., billing, maintenance, planning, marketing,advertising, finance, manufacturing, etc.)

• Business relationships — Interaction with other companies and partners,such as suppliers/vendors and retail outlets/distributors, industry networks(lobbying groups, trade associations). This external network supports frontand back office activities.

• Analysis — Key CRM data can be analyzed in order to plan target-marketing campaigns, conceive business strategies, and judge the successof CRM activities (e.g., market share, number and types of customers,revenue, profitability).



An Overview Of SuradoCrm

Vision To be a dominant CRM player in the

SMB market by providing

cutting-edge, sensible solutions

that help businesses grow andprosper. Our customer's success is

our success.

Location

Surado is located in 36,000 sq ft

office building at UniversityResearch Park in Riverside

California.




contd…. Surado, established more than a decade ago, has a strong history

of product innovation, long-term profitable client relationshipsand ability to execute plans on time and on target.

Recognizing the tremendous business opportunity in the SMBCRM arena, Surado strategically positioned itself to capitalizeon its expertise in building large, powerful and complexsystems as well as out-of-the-box solutions to create the "justright" solution for the mid-market.

The combination of power, features and functionality into an

easy-to use, quick to implement and affordable system with ahigh degree of customization, fast integration with third-partyapplications and advanced security options is turning heads, atcorporations large and small.




contd…. While Surado CRM is easily implemented across all horizontal markets, it

offer vertical solutions spanning Banking and Finance, Healthcare,Education, Homeland Security, Manufacturing and Technology.

It has been used by companies like Technology Evaluation Center, CRMAdvocate, The 451 Group, IT Toolbox, DestinationCRM, and Real Market;

through Sales and Marketing University textbooks used throughout the USand internationally.

It is certified by Microsoft Certified Partner and Microsoft Gold CertifiedBusiness Solutions Partner. It continues to expand strategic relationshipswith industry solutions providers including IBM, Palm, Corex

Technologies, Intuit, Intel, Shoretel, Cisco and others.

With products in all 50 US states and over 64 countries worldwide, Surado iswell positioned to become a dominant player in the CRM industry. As aprivately-held corporation, Surado has the freedom to take the long-termview in decision-making, resulting in steady quality-controlled growth in

both product development and team building.



Modules of SuradoCRM

SURADO CRM includes modules that are common tomany of CRM software, these modules are as follow;

1. Contact & Account Management

2. Sales Automation3. Marketing Automation

4. Customer Service / Help desk

5. Dashboards

6. Dynamic Workflow

7. Surado Integration for Ms Exchange 200x8. Surado Integration Module



1. CONTACT & ACCOUNT MANAGEMENT

Record detailed information for customers and vendors, both atthe company-level (Accounts) and for individuals(Contacts). It provides high level of customer service with acomplete record of customer communications, includingphone calls, e-mails, meetings and presentations. It

facilitates viewing of upcoming activities, salesopportunities, attached documents and integratedinformation from other databases.

It can also track both internal and customer activities, including

multiple participants and resources, with pop-up remindersand customizable To-Do's and Calendars.



Sub Modules of Contact & AccountManagement

Speed & Accuracy

Surado CRM captures all customer communications in detail, through phonee-mail, fax, Internet or personal contact

Comprehensive Customer Information

Past communications and upcoming activities, sales opportunities, quotes andpurchases, support issues, links to relevant documents and information

from back-end systems can be viewed with Surado CRM’s comprehensiveMain Contact Screen.

Customizable Dashboards

Instant access to real-time graphical analytics including activity lists, salesforecasting and statistics, marketing graphs and service gauges.

Business Process Manager

It provides advanced Business Intelligence features that can be used tostreamline labor-intensive processes, such as automated customer responsesand follow-ups. Criteria can be easily modified in response to changingbusiness requirements.



Contd……

Scheduling & Task Management

It includes fully-integrated workgroup scheduling and task management features to track activities, participants andresources, including pop-up reminders. Managing to-do lists iseasy with sorting and filter options to help ensure thatimportant activities are completed on time.

Integrated Project Management Built-in project management features help users efficientlyorganize and track tasks and resources to keep projects on timeand within budget. Synchronize with Microsoft Project foradvanced analysis and report generation.



Knowledge Base Surado CRM’s centralized knowledge base allows employees

to leverage knowledge of company policies, productinformation and FAQ, to standardize handling, improveresponse time and shorten ramp-up time.

Workflows

Managers can easily design graphical workflows to helpensure that processes are carried out consistently andefficiently.

Gain Insight

With Surado CRM’s advanced analysis features, bothmanagers and employees can access a range of tools to reviewand improve productivity.



Manage customer accounts throughout the sales cycle. Captureand import leads, distribute them and create automatedfollow-up reminders for qualification. Track detailedopportunity information, including competitor information,and create customized sales stages, based on projects or

product lines. Use the powerful Opportunity ManagementSales Funnel to forecast future revenue, and target the mostprofitable accounts.

Surado CRM Software includes an integrated quotingsystem and fully-featured inventory and part management.Create quotes and print, e-mail or export them, or mergeinformation into Microsoft Word or Excel.

2. SALES AUTOMATION



Sub modules of Sales Automation

Increase Profitability To achieve peak performance, sales teams need easy-to-mastertools which provide accurate and effective results that translateinto increased revenues and profitability. Surado CRMincludes the features salespeople need to provide a consistentapproach that drives sales.

Manage Accounts

It manages customer accounts throughout the sales cycle.Capitalize on a comprehensive view that includes contactinformation, correspondence, opportunity and forecasting data,literature and presentations, quotes, orders and post-saleservice history, to build lasting relationships and profit from

cross-sell and up-sell opportunities.

Surado CRM provides a true 360-degree view, allowing acontact’s relevant back -office financial information to beviewed directly.



Capture & Qualify LeadsProfitable sales begin with qualified leads. It allowsimportation of data from lists or capture leads from a web sitethrough the leads module. Track inquiries and route leads toqualified representatives or partners. Then create automatedprocesses to distribute literature and schedule follow-upactivities.

Forecast, Plan & StrategizeManagers can rely on Surado CRM to get real-time answersabout sales representatives’ activities and pipelines. Managemultiple product pipelines, each with their own sales stages, tobetter plan and position to meet company goals. Withcompetitor intelligence features, identify strengths, weaknessesand past performance to gain a competitive edge.

Contd…..



Contd…..

Comprehensive Inventory & QuotingSurado CRM includes a fully-featured inventory system withmultiple part numbers, vendor information, kits and pricelevels. Create quotes with discounts and merge informationinto Microsoft Word or Excel. Surado CRM even allows you

to turn quotes into sales orders and transfer them to back-office systems.

Connect Mobile Staff With Surado CRM Offline, mobile users can access complete

customer information through a separate disconnected laptopsolution. The sales team needs “anytime, anywhere” access tocritical account, opportunity and product information in orderto be competitive and close sales.



3. MARKETING AUTOMATION

Using Surado CRM's comprehensive marketing campaign tools,it can build lasting and profitable customer relationships byexecuting effective and timely campaigns over both traditionaland electronic channels. Create targeted e-mail campaigns forautomated execution and follow-up and use integrated data

mining and contact grouping to optimize multi-channelmarketing. Realize significant value and gain lastingcompetitive advantage through ROI analysis. Track theeffectiveness of campaigns, comparing potential and actualresponses and sales, and invest your marketing dollars more

effectively.



Sub Modules of marketing

automationTools that Deliver Results

The world of marketing is ever-changing. In addition to tracking the resultsof advertisements, direct mail and telemarketing, organizations must buildlasting and profitable customer relationships by executing effective andtimely campaigns over both traditional and electronic channels. SuradoCRM delivers a comprehensive means to design, execute, and managepersonalized, permission-based campaigns.

Manage Campaigns Effectively Surado CRM allows you to plan multi-channel marketing campaigns andexecute them perfectly. Assign tasks and responsibilities according torevenue projections, campaign periods, targeted audiences and channels.Identify potential deployment issues and re-allocate resources. Utilize

contact grouping to optimize segmentation strategies, by miningcomprehensive customer data.

Create targeted e-mail and fax campaigns for automated execution andfollow-up. Use integrated data mining to find the optimal approach fortargeting prospects.



Contd…….

Track Responses & ROI

Realize significant value and gain lasting competitive

advantage through campaign ROI analysis. Surado CRM

marketing analytics provide a means to easily track the

effectiveness of the marketing campaigns, comparing potentialand actual responses and sales.



4. CUSTOMER SERVICE / HELP

DESK

In giving power to the customer service, help desk or supportstaff, with an integrated system that not only trackscommunications, but provides the comprehensive overviewneeded to improve customer satisfaction. Track inquiries and

issues, build a knowledge base, create contracts and SLAs(Service Level Agreements), and track RMAs (ReturnMerchandise Authorizations) all directly in Surado CRMSoftware.



Sub Modules of customer service / help desk

Empower Your Support Staff

By managing, synchronizing, and coordinating customer interactions across allchannels, including telephone, e-mail, faxes and Internet, the company hasthe information required to deliver world-class service and generateadditional sales. Surado CRM provides an integrated system that not onlyallows representatives to track service communications, but empowers the

entire team with the comprehensive overview needed to improve customersatisfaction, reduce churn and maximize revenue and profitability.

Reduce Time and Costs

The key to providing outstanding customer support is resolving customerinquiries quickly and accurately. Surado CRM enable support personnel towork efficiently by providing a complete help desk system that tracksinquiries and issues, as well as an integrated support knowledge base withkeyword searches.



Contd……

Business Process Automation Surado CRM provides advanced Business Intelligence features with aSupport Process Manager to handle routing, load balancing, escalation,automated response, and even ticket updates and deletions automatically.

By automating labor-intensive processes, such as routing and responding to

support tickets and notifying customers of soon-to-expire SLAs.Automatically convert incoming e-mail messages into support tickets,including attachments.

Management Tools Surado CRM provides managers with the tools necessary to review and

analyze every aspect of the service cycle. Managers can access reportsanalyzing appropriate use of staff and resources, including the costsassociated with each support incident.



5. DASHBOARDS

Surado CRM Software allows the creation of unlimited

customized graphical dashboards that can include

activity, sales, marketing, customer service and

integrated data. Users at all levels can quickly view

"snapshots" of critical data in a single comprehensivescreen.



6. DYNAMIC WORKFLOWS

• Managers can easily design graphical

workflows to help ensure that processes are

carried out consistently and efficiently. Users

can then access these dynamic workflows toguide them through both customer inquiries

and internal procedures. Workflow icons can

launch windows and perform functions withinSurado CRM Software and launch third-party

applications.



7. SURADO INTEGRATION FOR

MS EXCHANGE 200x

Support for Microsoft Outlook e-mail is built-in

to Surado CRM Software. For those using

Microsoft Exchange Server 2000 or 2003,

the included Integration for Exchangemodule can automatically synchronize

incoming and outgoing e-mail messages,

contacts and tasks.



8. SURADO INTEGRATION MODULE

The Surado Integration Module (SIM) allows users to view andmanipulate data from SQL, Oracle, and DB2 and Accessdatabases directly in Surado Business CRM through EnterpriseApplication Integration (EAI). Administrators can also createstored procedures to automatically write Surado CRM

Software data into other databases using Automatic DataExchange (ADX). The Surado Integration Module can also beused to create custom tabs and screens as "front-end"interfaces for custom tables, allowing for unlimited "one-to-many" relationships.



9. SURADO CRM WEB

Surado CRM Software Web allows remote users

to access basic Surado CRM Software

functionality through a Web interface. In

addition to creating and modifying contacts,users can manage activities (including To-Do),

sales opportunities (including the Opportunity

Management Sales Funnel), quotes andcustomer service tickets.



Conclusion It is known that, an average of 2 hours per day is wasted by each professional

employee in companies looking and filing documents. This can amount to a

huge loss of productivity and even business. With Surado CRM,professions can attach any Windows based file (document, spreadsheet,image, video, music, etc.) directly to a contact record. Hence accessing thelatest version of documents related to a contact or company easily and mostefficiently.

With Surado CRM, template documents can easily be stored in an onlineKnowledgebase which can be easily accessed. With Surado CRM, whetherit is a client contract or a credit application form, accessing documents willalways be easy.

Surado CRM provides powerful next-generation business analytics and

reporting tools necessary to provide a comprehensive view of yourcustomers. The benefits are faster generation and distribution of reports,more informed decision-making, rapid deployment of changes andincreased efficiency.

With respect to the vision, ability and stability of the management team and

greater team combined with an overall commitment to preserving theSurado culture provide an excellent work environment and foundation for



References

1. www.suradocrm.com

2. Rigby, Darrell K.; Frederick F. Reichheld, Phil Schefter(2002). "Avoid the four perils of CRM".

3. Paul H. Selden (April/May 1996). "SFA Myths Abound".Sales and Marketing Strategies & News

4. Paul H. Selden (November 2000). "The Power of QualityThinking In Sales and Management". Quality Progress:



THANK YOU

ASANTENI

MERCI BOUQUE

DANKE SCHON

Grp Assgn Crm Ppt

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