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| Customer Relationship Management (CRM) |
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Customer Relationship Management
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 these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different departments of company. Typical CRM goals are to improve services provided to customers and to use customer and |
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to use customer contact information for targeted marketing.
CRM includes many aspects which relate directly to one another:
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Front office operations - Direct interaction with customers, e.g. face to face meetings, phone calls, e-mail, online services etc
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Back office operations - Operations that ultimately affect the activities of the front office (e.g., billing, maintenance, planning, marketing, advertising, finance, manufacturing, etc.).
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Business relationships - Interaction with other companies and partners, such as suppliers/vendors and retail outlets/distributors, industry networks This external network supports front and back office activities.
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Analysis - Key CRM data can be analyzed in order to plan target-marketing campaigns, conceive business strategies, and judge the success of CRM activities (e.g., market share, number and types of customers, revenue, profitability).
Modules
| Sales Force Automation |
Customer Support & Service |
Marketing Automation |
| Lead Management |
Trouble Tickets |
Online Lead Forms |
| Lead Conversion Mapping |
Knowledge Base |
Mailing Lists |
| Account & Contact Management |
Customer Self Service |
Mail Merge Templates |
| Opportunity Management |
Online Knowledge Base |
Mass E-mail |
| Quote Generation |
Support Statistics |
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Functionality (Modules and description)
- Customer base
- Product base
- Customer Enquiry
- Dealer Purchase Orders
- Contract Reviews
- Invoice generation
- Billing and Collections
- Customer Feed Back
- Reports
Customer Base:
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A master list of the potential customers is maintained. The common information about the customer like name, address, area etc stored here. The customer information is globally accessed through out the project .
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Customer information will be searched dynamically based on name, code and area. All the information provided in the database should be reflected in the database since it is a master form.
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Customer information can be updated but deletion is prohibited, else with the approval form the management, since other tables shares the data.
Customer Enquiry:
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The marketing manager receives enquiry from a customer through Telephone, fax, Tenders, Letters etc. The customer may request for a product by modifying the some of the specifications. At that point of time the new product will be generated as per the customer's request and the information will deliver accordingly.
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From the Enquiry Interface a link will be provided to the customer form as well as product form.
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Each enquiry will have Enquiry Number and Date, Customer name and Address, Product code and name, Unit price of the product, Quantity Requested, Discount and Total amount, Delivery period, payment terms, Lead period for Quotation, Delivery point, Remarks However the other implied factors will be intimated in the quotation.
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A dynamic search option will be provided to search a quotation for a quotation number, for a customer or against a product. The same will be also available for the reports.
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