Managing Information from Customer Facing Activities with Customer Relationship Management (CRM)
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The document outlines the importance of managing customer-facing activities using Customer Relationship Management (CRM) systems. It identifies business challenges such as poor tracking and communication issues, and suggests solutions like standardizing data and automating processes. Benefits of implementing a CRM include improved customer service, personalized experiences, and increased competitiveness.
Managing Information from Customer Facing Activities with Customer Relationship Management (CRM)
- 1. Managing Customer Facing Activities & Information with CRM Danny Teng May 8, 2008
- 2. Agenda Defining customer facing activities Identifying business challenges Managing business activities & information Overview of Customer Relationship Management (CRM) Understanding solutions provided by CRM
- 3. Customer Facing Activities Marketing Advertisements Events/Tours Gather prospects info Sales Contact prospects Sell products/services Create accounts Services & Supports Fulfill requests Support customers
- 4. Business Challenges Services & Supports Poor prospects tracking Difficulties in measurements Lack of standardized info Slow responses Incomplete/missing prospects information Inconsistent branding Incomplete or outdated products information Lost of opportunities to sales Unscalable support team Poor customer personalization Slow responses Poor knowledge base How do we solve these problems? Sales Marketing
- 5. Managing Information of Customer Activities Sales Services & Supports Marketing Advertisements Events/Tours Gather prospects Contact prospects Sell products/services Create accounts Fulfill requests Support customers Structure & centralize data Document & automate processes Reactive & proactive towards business conditions Internal information sharing Customer Relationship Management (CRM) System
- 6. Standardizing Business Data & Processes Sales Services & Supports Marketing Advertisements Events/Tours Gather prospects Contact suspects Sell products/services Create accounts Fulfill requests Support customers Customer Relationship Management (CRM) System Campaigns Leads Opportunities Accounts Contacts Products Cases Solutions ► Built-in Objects ► Custom Objects Quote Materials Orders Universities Time-Off Etc…
- 7. Standardizing Business Data & Processes Sales Services & Supports Marketing Customer Relationship Management (CRM) System Campaigns Leads Accounts Contacts Opportunities Products Cases Solutions ► Built-in Processes ► Custom Processes Workflows Approvals Rules Custom Programming Etc…
- 8. Proactive & Reactive Actions Sales Services & Supports Marketing Customer Relationship Management (CRM) System Reports Dashboards Messaging/Alerts
- 9. Conclusion - Benefits of Using CRM Identity & built effective marketing events Reduce leaks on your sales pipelines Responsive to your customers Provide personalize customer experience Increase organization competitiveness through information sharing