Customer Relationship Management (CRM) manages your company's interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.
It provides sales, marketing, and support teams with powerful tools to efficiently and effectively collaborate in providing the ideal customer experience. It helps to solidify relations with customers and at the same time reducing cost and enhancing productivity and profitability in business. It can be a worthwhile investment for businesses of all types and sizes.
Helps link the customer and vendor details. Allows you to define the sales hierarchy and user accessibility.
Prospective customer information is stored and generates leads. Leads can be tracked and managed effectively and efficiently by setting up reminders.
Accounts maintain a record of existing customers. With existing accounts, new business can be obtained. This is provided in account opportunities.
Contacts lists all sources of communication that can be utilized when reaching out to a prospective or an existing customer.
Case management is a feature which helps manage the entire presale cycle for both leads and accounts.
Opportunities help the CRM end-user to define business opportunities within a lead or an account case. In opportunities, one can also define different applicable presale stages. This is done under the stage section. From an opportunity, one can convert and help mature a case to release of a sales quotation.
Promotions can be created and defined here. One can define marketing campaigns. It is also possible to define and manage events with the event planning functionality.
Territory feature helps segment products into different product groups, brands, types, and industries. Product marketing, promotions, and selling can also be managed by territory. Demographics reports can be generated from this to find market trends in the territories.
Sales planning is a CRM feature which helps generate and matches the supply and demand curve. Sales forecasts can be done based on current sales trends from sales order generations or historic trend analysis. This links to the production processes.
CRM is not complete without the service lifecycle. With this feature service work orders can be tracked, generated, and attended to once the product has been sold. Services can be delegated to a service representative to help provide resolution.
The sales force feature assigns a sales territory to a product group that has been predefined.
Reports include opportunity analysis by lead owner, by industry, by product, and by customer against a timeline. Among other reports opportunity stage analysis describes stages presale details, win and loss details, and lead details.