Customer Relationship Management Software
Customer Relationship Management Software
Customer Relationship Management Software also known as CRM is software that allows a company to manage their relationships with their customers by capturing, analysing, and storage of customer, partner, vendor details and also internal process information.
The key functionality of a CRM system is divided into 3 basic modules these are Marketing, Service and Sales and the 3 aspects of the system are Operational, Collaborative and Analytical (these can be implemented in isolation from one another).
Marketing
• The marketing module deals with providing functionality of short term execution of marketing related activities and long term planning within a company.
o Campaign Management – running marketing campaigns using different communication channels, which targets potential buyers using a product or a group of products as a message.
o Planning – making long term market plans which are quantitative or qualitative measures. These can be set for a period of time and for different product groups and geographies.
o Lead Management – generating sales related leads which then can be converted into sales, lead management deals with processing the leads by carrying out sanity checks and evaluating the genuineness of the information received and then deciding which leads are hot and cold.
Service
• The service function focuses on how effective the system is of managing customer service which is planned or unplanned. Below are some of the functions of the Service module: -
o Service Order Management
o Service Contract Management
o Planned Services management
o Warranty Management
o Installed Base (Equipment) Management
o Service Level Agreement Management
o Resource Planning and Scheduling
o Knowledge Management (FAQs, How to guides)
Sales
• The sales function focuses helping the sales team of the company to manage and execute the pre-sales process, making it more organized. The sales team in most companies are responsible for capturing any leads or opportunities, capturing customer interaction, the CRM helps them process this data and monitor it in the future.
o Opportunity Management – helps to organize all relevant data received and captured for a deal to be put into one place, it could hold data as expected budget, total spending, prospective customers, key players, products interested in, important dates and expected closing dates of a deal.
o Quotation and Sales Order Management – if an opportunity is reached the quotation phase a quotation is formed and if this is won the quotation is turned into a sales order – the sales order then gets passed to the ERP system.
o Activity Management – this represents activities that go on within the sales and service areas with the interaction with the customer including meetings, discussions, calls and emails.
Operational – this is the automation of customer support and the processes that include the company’s sales and service representative.
Collaborative – is the direct communication between the customers that does not include a company’s sales and service representative.
Analytical – the analysis of customer data which is used for a broad range of purposes.
Watch the video related to Knowledge Management
A collection of slides and themes related to Knowledge Management … KM Knowledge Management KnowledgeThoughts KnowledgeManagement
Help answer the question about Knowledge Management
do you know if there is a sign on bonus for information management/ knowledge operations?
i am active duty but if i enlist do you know if there is a sign on bonus?
About Author
Jene Pedder is the webmaster of Synergy specialists of CRM Software.
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Sure man
Ok there is a big difference between ERP's and CRM's.
ERP: ENTERPRISE RESOURCE PLANNING:
An ERP solution is fully integrated software that allows communication across all areas of the business. ERP software applications can be used to manage product planning, parts purchasing, inventories, interacting with suppliers, providing customer service, and tracking orders. ERP can also include application modules for the finance and human resources aspects of a business.
An ERP solution can include CRM This is part of the Customer Service Module however it is tied into other modules.
It is ONE software handling multiple processes and automatically updating each stage of a job. Ie say an order comes in through sales (CRM) ordering to buy 10 pairs of pants, this will then check in the ERP Warehouse module to make sure this item is available, if not it will then work through to the manufacturing module which will then create an alert for them to make some more pants, it will then update dispatch send it to the customer, update Finance and send an invoice and then finally update the CRM for future customer interaction.
CRM :CUSTOMER RELATIONSHIP MANAGEMENT:
A CRM solution is software designed to manage all customer interactions in an organised way. It allows management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased, and so forth.
Don't know if these are the world's best, but they have high customer satisfaction marks:
http://www.ascsoft.com/cm/content/index.asp
http://www.logicmate.com/
plrr
Siebel is amazing… you have choosen a good field, I shoul say. Untill the BPO dries off you ll have enough openings I beleive. I my self has been working on this s/w for the last 2 years. The only issue I have found with Siebel is that it drags a bit…
You can bag a handsome £3500 a month…
And your question is?
Take a look at SugarCRM: http://www.sugarcrm.com/
I think it's true because Siebel was the leader in CRM, so now that they own the company they are the leaders.
It is good field, allow you to understand how the corporate world work, master it. Once you are let me know I maybe able to point you to the right dirrection next.
I have developped Internation trading Legacy systems with ERP, CRM, Supply chain with fund disbursment and fiduciary and logistic system. CRM is just one of the jigsaw puzzle but it is good knowledge that would help you in the furture, definitely.
Best of luck