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How To Choose A CRM Solution

The document discusses how to choose and implement a CRM solution. It recommends creating a customer-focused culture, developing end-to-end customer processes, and adopting a framework that includes customer strategy, interaction management, and measurement. The implementation process involves pre-implementation, project managers, information gathering, customizing modules for sales, marketing, and support, integrating external applications, and training. CRM solutions can help call centers by offering consistent, high-quality customer service across channels to improve satisfaction and increase sales.

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rumarakesh
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51 views10 pages

How To Choose A CRM Solution

The document discusses how to choose and implement a CRM solution. It recommends creating a customer-focused culture, developing end-to-end customer processes, and adopting a framework that includes customer strategy, interaction management, and measurement. The implementation process involves pre-implementation, project managers, information gathering, customizing modules for sales, marketing, and support, integrating external applications, and training. CRM solutions can help call centers by offering consistent, high-quality customer service across channels to improve satisfaction and increase sales.

Uploaded by

rumarakesh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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How to choose a CRM solution

Create a customer based culture in the


organisation
Develop an end to end process to serve
customers
Recommend questions to be asked to help a
customer for solving a problem
Adopt a customer based manager to access
satisfaction

Framework /Principles for successful
CRM
Adopt a suitable framework/Create a customer
strategy
Customer interaction mgt. and channel
integration
Prepare a sound, verifiable business case and use
this to priorities initiatives
Improve your measurement of the customer
Adopt a piloting approach
Exploit the full range of technology
Secure leadership at the top

CRM Implementation steps-A step-By-
Step Process
Pre-implementation
The commencement meeting
Project manager
Implementation leader
System engineer
Project manager
Business analyst
Administrating /networking staff
Integration professional
Information gathering


Five phases of CRM projects
P.1-sales module customisation
P.2 marketing module customisation
P.3-service and support module customisation
P.4- Integration with external application
P.5- Reporting integration
Next Phase.
Development of customization
Beta test and data import
Train and retrain
Roll out and system hand-off
Support, system optimisation,and follow-up
Call Centre

A group of agents and/or automated voice
response units that support customer contact
functions over the telephone .They are
assisted by computers.
Objectives

Offer a high quality of customer service.
Quicker and reliable
Consistent service
Improve customer satisfaction
Increase employee productivity
Decrease cost(sales,training,telephone)
Increase sales revenue
Features and Functionalities
Contact management
Opportunity management
Activity management
Customer management
Workflow management
CTI
Functionality
Screen pop
Co-ordinated call data transfer
IVR integration
Advantages

Increased agent productivity
More competent customer service
Faster access to customer information
Long distance cost savings

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