CRM Functionalities

• Sales Force Automation

• Service ( Customer) and Direct Support

• Marketing Automation

• Call Centre Operations(Customer Support)

• E-Commerce, Shopping Cart & Offline Ordering

• Business Analytics

• Real Time visibility

• Email Management

• Affiliate and JV Programs

• Order Management

Comments

Post a Comment

Popular posts from this blog

Managing Customer Relationship- Qualifying prospects for relationship building

Image
The Qualifying Prospects for Relationship Building (QPR) matrix The relationship matrix method is based on the relationship life cycle theory that can be used to determine what priorities should be given in managing customer relationships. To ensure long-term profitability and value creation, a company should focus on building a strong and lasting relationship for continuous growth in terms of value and profit. It has 2 dimensions: Potential profitability of customer and opportunities for adding value. The basic idea behind the matrix is that the customer having highest potential profitability and which gives the highest opportunities for adding value the better it is for the company. Placing profitability/opportunities in the matrix results in 4 approaches in the qualifying prospects for relationship building of a company: 1. Build a Strong and lasting relationship (=high profitability, high opportunity for adding value).- use large amounts of cash and are leaders in the bu...
Read more

Challenges Addressed by CRM?

CRM helps in addressing a lot of challenges which are otherwise overlooked by routine business practices for e.g. 1. Lack of a disciplined customer engagement process. This is among the major concerns for lack of customer retention. Few of the things need to overcome this barrier are Consistent, Repeatable Processes, Systematic and Recurring Approach and Customer-driven Business Strategies. 2. Companies also face lots of difficulty in gathering and sharing customer information which impacts not only External Customer Relations and Internal Communication and Coordination but also makes it a Challenge to turn customer requirements into Desirable Solution Offerings Determinants of CRM Trust The willingness to rely on the ability, integrity, and motivation of one company to serve the needs of the other company as agreed upon implicitly and explicitly. Value The ability of a selling organisation to satisfy the needs of the customer at a comparatively lower cost or higher benefit than tha...
Read more

14 Months of Exp down the drain

I was among the first few people in my college to get placed. It was a campus placement, my first job i was set for my life.. life was never better. i was placed in Satyam Computer Service Limited, among the top 4 IT company in India in 2008. A B.E. in Automobile Engg and a Masters of Business Administration in Marketing for IIITM, Gwalior. I never thought i would need to worry that i don't know things. Whatever i don't know i'll be trained in my new job. But after 14 months with Satyam @HCU Java, Bangalore. I am with nothing, no real work experience, for most part, no job, and the chances doesn't look bright either that i would be getting a job any sooner. I don't know why i'm writing this. may be i'm feeling sorry for myself, may be i just want to bitch about everything that wrong with the life around me. Whenever things seems to go smooth.. something has to happen. to screw it up. I have never been so full of self doubt. My peers who were just like me.. a...
Read more