customer relation management system

Customer Relation Management System

Multi Environment Solutions

ModulesMarketing ManagementSales ManagementCustomer Feedback & ComplaintSales Force Automation Field serviceCustomer CommunicationCustomer Training

CRM cont..

Partner Relationship management Opinion Leaders Relationship management Employee Relationship management Project management Customer Communication Sales Order Management Dispatch & Invoicing Accounts Receivable

Marketing management

Marketing Strategies Campaigns Sales Stages Training of Telesales Training of Sales Rep Advertisements List of Prospects Marketing Encyclopedia

Marketing Encyclopedia

Customer/Prospect Profile Products/Product Lines Price List Discount Structure Training Material for Telesales Telesales Script Training Material for Sales Rep Sales Rep Script Competitors Profile Competitor’s products

Marketing Encyclopedia(Cont.)

Comparison of Company products with Competitors

Customer Decision Issues Corporate Presentations Sales Presentations Brouchers Proposals Template Company/Competitors Literature Customer Testimonials

Customer/Prospect Profile

Customer Database including Name, Addresses & Contact Persons

Contact Person Name, address, Family Background, spouse detail, Marriage Anniversary, Habit Details – Likes & Dislikes

Customer Lines of Business Decision Makers Product Manufactured By Customer Product Sold By Customer

Customer Profile(Cont.)

Product Purchased By Customer Suppliers & Customers of the customerOur market share Customer turnover(Local, Export)

Sales Management

Sales StrategySales OrganizationSales TrainingProspectingWorking and closing the Sales

Prospecting

Identify leadsQualify LeadsUse Telesales scriptGenerate Sales opportunity

Working the Sales

Meeting Decision Makers Establish need Resolve Decision issues Demonstrate Product Deliver Presentation Deliver Proposals Deliver Quote Negotiate Terms Obtain Legal Approval Deliver Contract

Customer Feedback & Complaints

Customer Feedback Category Customer Feedback Subcategory Customer Feedback Group Customer Feedback Statistics Customer Feedback Details Customer Complaint Details Customer Complaint linkage with invoice number

& Lab test

Customer Feedback & Complaints (Cont.)

First Response and Final Settlement of the customer Complaint

Corrective Actions to be taken Effect Of Customer Complaint e.g. price

reduction, claim paid, loss of business, loss of customer

Online inquiry on customer complaint and their redressal

Sales Force Automation

Online Inquiry of Customer Profile their pending orders, outstanding details through internet connection

Booking Orders on Hand Held Device Entry of Customer visit on hand held device Uploading of records of Visits, Orders Booked,

Payment Received, customer complaint etc. from hand held device to the main server in the head office via internet

Field Service

Service Center s Service Center Stores Maintenance Contract Type Customer Maintenance Contract Service Person Tool s Service Person Spares Store Maintenance Call Assigned Technician/Engineer To Call Provide Spare Machine

Field Service (Cont.)

Send Machine for RepairRequest for Spares Purchase Requitions For Local PurchaseReceipts From Central StoreGoods Received Report

Customer Communications

Customer communication Received by Telephone, Fax, E-mail, letter etc

Communication sent by Telephone, Fax, E-mail, letter etc.

Meeting Type DetailsMeeting held Details, person attended from

our side, by customer side, discussion held Action plan by us, action plan by Customer

Customer Training Customer Training type e.g. our product, proper usage of

product ,safety precautions etc. Training Needs Training Programs Training Schedule Training Calendar Training Faculty Training Cost Training Feedback Participant’s Feedback Instructor's Feedback Training Budget

Customer Communications

Customer communication Received by Telephone, Fax, E-mail, letter etc

Communication sent by Telephone, Fax, E-mail, letter etc.

Meeting Type DetailsMeeting held Details, person attended from

our side, by customer side, discussion held Action plan by us, action plan by Customer

Sales,Invoicing

QuotationSales ContractCustomer SpecificationSales Order,LCPacking ReferenceDelivery OrderSales Invoice

Sales,Invoicing(Cont.)

Misc. InvoiceMaterial Return NotePre shipment/Post Shipment DocumentationCustomer Credit LimitFinished Goods Stock StatementFinished Goods Aging Analysis

Sales,Invoicing Cont.

Matching of Stock with Customer Specification

Sales Analysis (Country,Item,Sales Agent,Sales Man)

Sales RealizationSales PerformanceNon Moving CustomersSales Agents Commission

Account Receivable

  Sales/Service Invoice   Credit terms    Sales Return   Debit/Credit note   Receipt of Payments   Receipts falling Due   Post dated cheque   Aging Analysis   Reminder (Dunning) Letter   Interest Loss Due to Late Receipts   Customer Worthiness