Slave to the Game

CRM is a process or methodology used to learn more about customers' needs and behavior in order to develop stronger relationships with them. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.
"Customer relationship management defines a business objective: to deliver a level of customer satisfication that ensures that the best customers will return."

Key Aspects:

" Use technology and information on as needed basis
" Motivate Users
" Administrative the system
" Automate only those that should be automated
" Gain top management support

1. Customer Interaction Management:
Managing customer relationships requires a meaningful interaction between customers and the business. Using multi-channel communication tools, clients build closer relationships with their customers. Opportunities for members to spend more time interacting with and contributing to the community, besides encouraging visitors to convert to community members for community based business models.

Customer Interaction Services Includes:

" Voice Support System
" Email Response management
" Chat
" Internal help desk

2. Contact Management:
Tracking of past interactions, such as calls, visits, event participation and complaints, is an essential part of enterprise relationship management. Contact management enables anyone in the organization to track every contact made with a customer. Only the direct access to all available information enables the sales professionals to generate real knowledge about their customers and to plan their sales efforts accordingly.

3. Campaign Execution:
Campaign manager with various tools for the campaign execution. In addition, it supports the execution of campaigns. The functionality contains: Mass Mailings via Mail, Fax, Email Tele-marketing and tele-sales inbound and outbound campaign generation.

4. Lead Qualification:
Incoming leads are assigned to the sales team who then qualify the lead. All relevant criteria such as expected revenue, market position, reference-ability, potential, etc. must be available to qualify the lead. Once the lead has been qualified, it is part of the sales pipeline. Rejected leads go back to the marketing department, for further marketing efforts.

5. Contact Management:
Direct access to all available information enables the sales professionals to generate real knowledge about their customers and to plan their sales efforts accordingly. Contact management ensures that pertinent address and contact changes come to the sales staff's attention, no matter where the change is entered.

6. Opportunity Management With Leads Generation:
Enables the tracking of an opportunity throughout the whole sales cycle, resulting in greater transparency and control of the sales process. The sales force is automatically and instantly informed when a new lead is identified, for instance via a telemarketing campaign. Overview of the actual Sales Pipeline is available all the time with up-to-date information.