Crm everything you need to know
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Transcript of Crm everything you need to know
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CRMEverything you need to know
C-Customer R-Relationship M-Management
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“An enterprise’s best friend”
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That is what your support agent goes through everyday without a
CRM software
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In 1995, the acronym CRM was born. Some congratulate technology research company Gartner for this. Others
believe Thomas Siebel is also a possible reason
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Before CRM, data was stored using
• Productivity suite document• E-mail systems•Mobile phone data• Paper note cards• Rolodex entries• Excel spreadsheets
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And then a better idea lit, bright and
shining
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A software to…Collect customer informationRetain customer dataManage client relationships
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CRM enables smooth
inter-relationship building between
customers and employees
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A good CRM software enables:
• Storage of customer information• Increase in efficiency of support
team and sales reps• Direct contact with customers from
anywhere• Better customer support and
service• Measure Customer satisfaction• Discover new customers
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BEST CRM SOFTWARE
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Types of CRM Software
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OPERATIONAL CRM SOFTWAREOperational CRM software enables businesses store the entire
information about a customer at one place
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ANALYTICAL CRM SOFTWAREAnalytical CRM software allows for the analysis and systematic
evaluation of customer data using business intelligence functions.
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COLLABORATIVE CRM SOFTWAREThis highly effective mode of communication is
used for direct interaction with customers, including feedback and issue reporting.
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ADVANTAGESOFCRMSOFTWARE
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But not every product is perfect…
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DRAWBACKS OF A CRM SOFTWARE• CRM software dehumanizes sales – there is no first-hand experience between
employees and customers
• Some CRM software are not compatible with in-house management systems
• A time-consuming and difficult installation process
• Good CRM software create a hole in our wallets
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TO SUM UP…
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Benefits of a CRM software
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0% satisfaction in the absence of a CRM software
100% satisfaction once incorporated with a CRM software
Constant satisfaction in the presence of a CRM software
CUSTOMER SATISFACTION GRAPH
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Maybe CRM should be abbreviated asC-CompulsoryR-RequisiteM-Mandatory
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Salesforce.com - Success. Not Software
Zoho CRM – Close More Deals in Less Time
Microsoft Dynamics CRM – Deliver amazing customer experiences
SugarCRM – CRM software trusted by millions worldwide
Insightly CRM - #1 Online Small Business CRM
openCRX CRM – The Professional Enterprise Class Open Source CRM Solution
and so on….
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Quick question for the day:
What differentiates a good CRM software from the others?
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Answer: It is the unique characteristics that differentiates the good apples from the bad
ones…
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So, you come up with the idea to buy a CRM software…
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…and you save as much money to buy that expensive CRM software
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Six months down the line, you realize your software isn’t good enough
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You realize you have wasted your hard-earned money on a software not worth spending on
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Here are some tips to look at before you buy that expensive CRM software
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EASY AND SIMPLE INTGRATION
Less number of Clicks, Better the CRM software
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You shouldn’t feel lost with your CRM software
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SELF-ADAPT TO THE GROWTH OF THE COMPANY
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CRM software should adapt to the growing demands of the company without employees
having to update it
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EASY TO USE, FLEXIBILITY AND CUSTOMIZABILITY
Same software, Adapts different in each website
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You should be able to easily customize the CRM software based on you website requirements and color palette
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SIMPLIFY THE SALES PROCESSHappy employees along with satisfied customers
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Your company’s best friend, providing the right answers to the right people at the right time
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DEVICE AND OS AGNOSTIC
Apple, Linux, Blackberry, Android, Windows 8. It works on any device, any where.
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But how do you integrate a CRM software to your process?
Here are few points to think about before your system integrates with a CRM software
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Think through the coding issues before integrating the CRM software
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Advisable to participate in the live Demo
Contact references mentioned in CRM software
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WAIT!!!
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But how safe is your CRM software?You wouldn’t want your data to be lost, would you?
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Here are the privacy policies that your CRM software should follow…
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ISO- 27001 CertificationCloud Security Alliance
Cloud Computing MatrixUS-EU Safe Harbor Framework
US-Swiss Safe Harbor Framework
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This is how some of the leading CRM softwares ensure safety of the data stored
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MICROSOFT DYNAMICS CRM SOFTWARE Works based on the trusted SQL server technology Hack resistant software Data stored in separate regional data centres Natural disaster control, physical monitoring Secure network design and operations
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SALESFORCE CRM SOFTWARE Data stored in separate data centres Data centres reflected from global data centres Connection requires 128-bit VERISIGN SSL
certification & 2048-bit RSA public key Compliance with TRUSTe’s program requirements Collects IP addresses of visitors to track non-
personal information
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ZOHO CRM SOFTWARE Zoho CRM provides an enterprise-grade role-based security It controls the access rights of users working with the stored data It ensures 24*7*365 security, video monitoring and bullet resistant
walls Ensures network security by detecting and preventing encryption
and intrusion
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So, make sure your CRM software has the ISO mark before you buy it
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Now, that you have your secured CRM software
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You can move on….
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…and customize your CRM software based on your website requirements and colour palette
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To answer your question…Why should you customize your CRM software
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Creates a software that fits every need of your company. Nothing less, nothing more!!!
Typical example that built a complete lead-generation system : ConstructionReports.com
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A CRM software that better integrates with your business operation
WITH CUSTOMIZATIONWITHOUT CUSTOMIZATION
CRM SoftwareCRM Software
Business Operation
Business Operation
good integration
bad integration
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Ensure clutter-free and clean pages
Keep only required information ad organize page layouts as per company’s requirements
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Build and manage your own applications
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Customization raises value of the CRM software
Extensive customization prevents constant upgradation – hence helping in saving money
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5 years down the lane, what do you think will be the future of CRM?
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“Internet based Customer Relationship Management is one of the most dramatic and fundamental change in the history of business” – Erin Kinikin, Vice President, CRM for Giga Information Group
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“CRM will be at the heart of digital initiatives in the coming years” – Gideon Gartner, Founder, Gartner Inc.
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“There is no future for CRM” – Thomas Siebel, Founder, C3 Energy & considered responsible for the birth of CRM
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“We have already reached the future of CRM” – Anshu Sharma, former Vice-President of Salesforce.com
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“Facebook is the future of CRM” – CRM Magazine
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“The CRM of the future will recommend new customers to you automatically”
– Forbes Magazine
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“CRM has a long way to go before it becomes the perfect software” – 1Click.io