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8/8/2019 4. Development of Crm System for a Company
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Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar 11
DEVELOPMENT OF CRMDEVELOPMENT OF CRM
SYSTEM FOR ASYSTEM FOR A
COMPANYCOMPANY
Think thoroughlyThink thoroughly
Build MeticulouslyBuild MeticulouslyOperate religiously.Operate religiously.
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22Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
THE GOOD & THE GREAT OF ANTHE GOOD & THE GREAT OF AN
EFFICIENT CRM SYSTEMEFFICIENT CRM SYSTEM
FACTORS LEADING TO THE DECISIONFACTORS LEADING TO THE DECISIONOF WHICH CRM PACKAGE TOOF WHICH CRM PACKAGE TO
CHOOSE ?CHOOSE ?
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33Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
STRATEGY & ROAD MAPSTRATEGY & ROAD MAP
An effective CRM solution should helpAn effective CRM solution should help
you to:you to:
Take charge of your sales workload.Take charge of your sales workload. Get the leads out.Get the leads out.
Grab new opportunities.Grab new opportunities.
Make better decisions on products &Make better decisions on products &
campaigns.campaigns.
Get the support that you need when youGet the support that you need when you
need it.need it.
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44Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
SALES FORCE AUTOMATIONSALES FORCE AUTOMATION
Good StuffGood Stuff--A taskA task--centric User Interfacecentric User Interface
Applications for everyday tasksApplications for everyday tasks
Features for reporting and recordFeatures for reporting and record--keepingkeeping
Good Lead statusGood Lead status
Sales callsSales calls
Lead activityLead activity
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SALES FORCE AUTOMATIONSALES FORCE AUTOMATION
Great StuffGreat Stuff--
ActivityActivity--based quotasbased quotas
Features that automate routine salesFeatures that automate routine salesactivitiesactivities
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GET THE LEADS OUTGET THE LEADS OUT
Good stuffGood stuffLead consolidation databaseLead consolidation database
Web site lead generatorWeb site lead generator
Provides Standardization of qualificationProvides Standardization of qualification
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77Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
GET THE LEADS OUTGET THE LEADS OUT
Great StuffGreat Stuff
Marketing automation toolsMarketing automation tools
Advanced lead routing applications for maximumAdvanced lead routing applications for maximumcontrol over how leads flow through yourcontrol over how leads flow through yourorganization.organization.
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88Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
GET THE LEADS OUTGET THE LEADS OUT
Great StuffGreat Stuff
User Interface enhancements that let sales repsUser Interface enhancements that let sales reps
search databases, organize tasks and editsearch databases, organize tasks and edit
information.information.
Integrated Marketing Campaign ManagementIntegrated Marketing Campaign Managementtools.tools.
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99Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
GRAB OPPORTUNITIESGRAB OPPORTUNITIES
Good stuffGood stuff
Applications that support multiple salesApplications that support multiple salesworkflows.workflows.
Sales process checklists and scheduledSales process checklists and scheduledactivity reminders.activity reminders.
A Sales Knowledge Base for ObjectionA Sales Knowledge Base for Objection
Handling that includes effective responsesHandling that includes effective responsesto customer objections and Competitiveto customer objections and Competitiveinformation.information.
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1010Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
GRAB OPPORTUNITIESGRAB OPPORTUNITIES
Good StuffGood Stuff
Applications that allow you to create andApplications that allow you to create andsend custom PDFs with less effort.send custom PDFs with less effort.
Applications that help you to manage yourApplications that help you to manage your
Product catalog.Product catalog.
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1111Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
GRAB OPPORTUNITIESGRAB OPPORTUNITIES
Great StuffGreat Stuff..
Pipeline ManagementPipeline Management -- AdvancedAdvancedapplications that allowapplications that allow
salespeople to coordinate sets of taskssalespeople to coordinate sets of tasks
and toand to--dos in their operations .dos in their operations .
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1212Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
ANALYTICS STRATEGYANALYTICS STRATEGY
Make better decisionsMake better decisions
The key to better decision making lies inThe key to better decision making lies in
collecting andcollecting andsharing accurate data. A successful CRMsharing accurate data. A successful CRM
solution liberatessolution liberates
business intelligence, making it easier forbusiness intelligence, making it easier foryou and youryou and your
managers to act on that intelligence.managers to act on that intelligence.
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1313Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
ANALYTICS STRATEGYANALYTICS STRATEGY
ReportingReporting
Applications that generate quality reports, not largeApplications that generate quality reports, not largenumber of reports.number of reports.
These reports should help your sales organization toThese reports should help your sales organization toanswer crucial questions such as:answer crucial questions such as:
How good are we at bringing in qualified leads?How good are we at bringing in qualified leads?
How many leads are needed to have adequate salesHow many leads are needed to have adequate sales
opportunities in the pipeline?opportunities in the pipeline?
How good are we at winning those opportunities?How good are we at winning those opportunities?
How good are we at keeping our customers happy?How good are we at keeping our customers happy?
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1414Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
ANALYTICS STRATEGYANALYTICS STRATEGY
AutomationAutomation
Your CRM solution should aid you in automatingYour CRM solution should aid you in automatingandand
distributing reports related to:distributing reports related to: Call Activity Call Activity -- Who is making the calls and toWho is making the calls and towhom?whom?
Appointments Appointments -- Who is getting theWho is getting theappointments andappointments and
with whom?with whom?
Sales Records Sales Records -- Who is getting the deals andWho is getting the deals andwith whomwith whom
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1515Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
ANALYTICS STRATEGYANALYTICS STRATEGY
ForecastingForecasting
A successful CRM solution includes applications thatA successful CRM solution includes applications thatwill:will:
Measure the progress of individual sales pipelinesMeasure the progress of individual sales pipelines
to provide your sales managers and executives withto provide your sales managers and executives with
forecasting information on the probability that a dealforecasting information on the probability that a deal
will go through.will go through.
Capture more details about what each deal, such asCapture more details about what each deal, such as
product mix or pricing, was offered.product mix or pricing, was offered.
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1616Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
APPLICATION MANAGEMENTAPPLICATION MANAGEMENT
Ensure that you get a good postEnsure that you get a good post--salessales
support that providessupport that provides The right training for each user. The right training for each user.
Real Real--time support for all users.time support for all users.
Dedicated account management. Dedicated account management. Pre Pre--packaged connectors for easypackaged connectors for easy
integration.integration.
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1717Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
APPLICATION MANAGEMENTAPPLICATION MANAGEMENT
Ensure that you get a good postEnsure that you get a good post--salessales
support that provides.support that provides.
Default configuration that gets you 80% there. Default configuration that gets you 80% there.
Well Well--designed screens that support everydaydesigned screens that support everyday
tasks.tasks.
Service level agreements that show a 2 Service level agreements that show a 2--wayway
commitment.commitment.The best way is to talk to other businesses thatThe best way is to talk to other businesses that
use the solution to get a feedback .use the solution to get a feedback .
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1818Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
OUTSOURCINGOUTSOURCING
Look for hidden costs & feesLook for hidden costs & fees
Always insist that the provider outlinesAlways insist that the provider outlinesall fees and costs in their initial offerall fees and costs in their initial offer
document for training, installation &document for training, installation &
subsequent upsubsequent up--gradation.gradation.
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1919Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
OUTSOURCINGOUTSOURCING
Other aspects to look for,Other aspects to look for,
Performance OptimizationPerformance OptimizationCenter of Excellence (CoE)Center of Excellence (CoE)
ImplementationImplementation
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2020Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
OUTSOURCINGOUTSOURCING
Other aspects to look for,Other aspects to look for,
Product UpgradesProduct UpgradesMigrationMigration
Application IntegrationApplication Integration
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2121Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
EXAMPLES OF MODERN DAYEXAMPLES OF MODERN DAY
CRM APPLICATIONSCRM APPLICATIONS
Intelligent Inbound Customer MarketingIntelligent Inbound Customer Marketingto transform Serviceto transform Service--oriented contactoriented contact
centers into revenue generatingcenters into revenue generating
Channels.Channels.
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2222Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
EXAMPLES OF MODERN DAYEXAMPLES OF MODERN DAY
CRM APPLICATIONSCRM APPLICATIONS
Trade Promotion Optimization SolutionTrade Promotion Optimization Solutionthat combines Transactional processesthat combines Transactional processes
and analytical dashboards toand analytical dashboards to
optimize trade promotionsoptimize trade promotions
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2323Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
EXAMPLES OF MODERN DAYEXAMPLES OF MODERN DAY
CRM APPLICATIONSCRM APPLICATIONS
PrePre--paid Telecom Customer Care forpaid Telecom Customer Care for
improving Customer retention andimproving Customer retention and
increasing ARPUincreasing ARPU
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2424Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
EXAMPLES OF MODERN DAYEXAMPLES OF MODERN DAY
CRM APPLICATIONSCRM APPLICATIONS
Integrated Customer Data ManagementIntegrated Customer Data Managementthat unifies Customer data acrossthat unifies Customer data across
multiple business units and functionalmultiple business units and functional
systemssystems
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2525Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
EXAMPLES OF MODERN DAYEXAMPLES OF MODERN DAY
CRM APPLICATIONSCRM APPLICATIONS
Contact Center Analytics for examiningContact Center Analytics for examining
and analyzing contact centerand analyzing contact center
performanceperformance
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2626Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
EXAMPLES OF MODERN DAYEXAMPLES OF MODERN DAY
CRM APPLICATIONSCRM APPLICATIONS
Customer Web SelfCustomer Web Self--Service to enableService to enable
selfself--service over the Internetservice over the Internet
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2727Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
EXAMPLES OF MODERN DAYEXAMPLES OF MODERN DAY
CRM APPLICATIONSCRM APPLICATIONS
Subscription Management that helpsSubscription Management that helpsmedia and entertainment companiesmedia and entertainment companies
have an integrated view of allhave an integrated view of all
subscription informationsubscription information
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2828Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
EXAMPLES OF MODERN DAYEXAMPLES OF MODERN DAY
CRM APPLICATIONSCRM APPLICATIONS
Handheld Solution on Symbian PlatformHandheld Solution on Symbian Platformthat keeps the mobile field forcethat keeps the mobile field force
connected in realconnected in real--time, thereby enablingtime, thereby enabling
Improved sales force efficiencyImproved sales force efficiency
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2929Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
EXAMPLES OF MODERN DAYEXAMPLES OF MODERN DAY
CRM APPLICATIONSCRM APPLICATIONS
Citizen Information Hub that provides aCitizen Information Hub that provides asingle unified view of citizen informationsingle unified view of citizen information
enabling improved communication andenabling improved communication and
data exchangedata exchange
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3030Presentataion by Mr.Suresh ShirhattikarPresentataion by Mr.Suresh Shirhattikar
EXAMPLES OF MODERN DAYEXAMPLES OF MODERN DAY
CRM APPLICATIONSCRM APPLICATIONS
Collaborative CRM for the ConsumerCollaborative CRM for the ConsumerDurable Industry (e.g. Automotive, WhiteDurable Industry (e.g. Automotive, White
Goods industry) to increase collaborationGoods industry) to increase collaboration
among the manufacturer, dealer, andamong the manufacturer, dealer, and
customercustomer