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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