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Customer Relationship Management Overview. Fusion 08 Matt Resong. Introduction. Presenter Scope High Level Overview – CRM Module Use Information contained within the CRM Basics session is reviewed here is less detail. Reporting Capabilities Management Review Audience

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Customer relationship management overview

Customer Relationship ManagementOverview

Fusion 08

Matt Resong | See the possibilities…


  • Presenter

  • Scope

    • High Level Overview – CRM Module Use

      • Information contained within the CRM Basics session is reviewed here is less detail.

    • Reporting Capabilities

    • Management Review

  • Audience

    • Anyone considering the CRM Module

    • Sales Manager’s

    • Management Team | See the possibilities…

Activities what are they
Activities – What are they?

  • An activity is a singular operation or process step

    • These can often times be associated to a distinct time frame.

    • These may be scheduled - calendar type events.

    • These may be associated to an account, contact, opportunity, and/or campaign.

    • These are normally “assigned to” or “performed by” someone.

  • Examples:

    • Receiving an RFP from a prospect contact.

    • Sending an estimate to a customer.

    • Calling a prospect to discuss a project.

    • Follow-up meetings/calls to quote(s).

    • Internal Company Meeting. | See the possibilities…

Is this an opportunity
Is this an Opportunity?

  • An opportunity is any work or potential work either requested by or anticipated from a customer or prospect.

  • Opportunities add to the sales pipeline.

  • Opportunities are normally associated to many activities.

  • Examples:

    • Prospect requests a quote for ACME Mailing Project.

    • Customer sends a new job to you, without a quote.

    • A prospect sends you an RFP. | See the possibilities…

A campaign is a what
A Campaign is a What ?!

  • A campaign is a marketing or sales related effort being performed by your company.

    • Normally span a significant period of time – Weeks or Months.

    • Normally consists of many activities.

  • The end result is to generate opportunities and sales leads.

  • Examples:

    • Summer 2008 Mass Mailing to all Customers

    • Annual Customer Appreciation Event

    • Prospect E-mail marketing campaign | See the possibilities…

Crm accounts
CRM Accounts

  • Customer Accounts vs. Prospect Accounts

    • The primary functionality difference is the inability to create a job for a prospect account.

  • Usage

    • Can be related to:

      • Activities

      • Opportunities

      • and … | See the possibilities…

Crm contacts
CRM Contacts

  • A contact for an account contains different information than an account.

  • Contacts can be prospect contacts or customer contacts.

    • A customer may have prospect contacts.

    • A prospect may not have customer contacts.

  • Contacts can be associated to activities. | See the possibilities…

Account entry and use
Account Entry and Use

  • Creating anew

    • Account Categorization (Sales Info) options.

  • Viewing an account

    • Can create account level notes here.

    • Review contacts, opportunities, and activities associated to account. | See the possibilities…

Contact entry and usage
Contact Entry and Usage

  • Creating

    • CRM specific information includes:

      • Source Type

      • Various Flags (Booleans)

  • Usage

    • Creation of activities and notes within a contact.

    • Quick entry into the calendar. | See the possibilities…

Crm activities
CRM Activities

  • Entry

    • Points of entry

      • Direct

      • Account, Contact or Campaign

      • Automatically from an estimate

    • Information available for entry

  • Calendar applicability

    • Activities are designed to show on a salespersons calendar via assigned to designation

    • Activity type determines icon

    • Status determines visibility | See the possibilities…

Crm opportunities
CRM Opportunities

  • Creating a new opportunity

    • Points of entry

      • Direct

      • Account or Campaign

      • Automatically from an estimate

    • Entry of an Opportunity

      • Significance of Probability, Amount and Date Fields

        • Sales pipeline and Forecasting

  • Existing Opportunities | See the possibilities…

Crm campaigns
CRM Campaigns

  • Entry – Direct

  • Existing Campaigns

    • Campaign Notes

    • Adding Activities

    • Adding Opportunities | See the possibilities…

Crm calendar
CRM Calendar

  • Points of Entry

    • From Account or Contact

    • Direct

  • Viewing

    • Various “views” (Daily Weekly Monthly) and navigation.

    • Hovering over an item.

    • Clicking shows context menu.

  • Adding new activities

  • Specific salesperson calendar

    • Properly configured appliance shows only your activities.

    • View others by selecting from list. | See the possibilities…

Crm reports
CRM Reports

  • Activity Reports

    • Activity List

      • Determine activities and opportunities to display depending upon preference.

      • Determine salesperson ID, only using a range if you want more than one salesperson's activities in the report.

    • Past Due

      • Displays a list of activities shown as not yet completed for prior dates.

  • Opportunity Reports

    • Opportunity List report shows a simple list of opportunities based upon parameters entered when the report is run.

    • Forecast Report displays information relative to dollars within the sales pipeline.

  • Campaign List Report

    • Displays a simple list of campaigns and related information based upon parameters entered when the report is run. | See the possibilities…

A salespersons perspective
A Salespersons Perspective

  • Reviewing account activity

  • Reviewing jobs in process

  • Reviewing future opportunities | See the possibilities…

Why crm a management perspective
Why CRM? – A Management Perspective

  • The employees will be able to work more efficiently.

  • All employees with access to the data can get up to speed and assist customers and prospects at a moments notice in the absence of the standard contact.

  • A global information store fosters information sharing intra-company and reduces training constraints for new employees.

  • Able to make better sales related decisions as more detailed information exists.

    • What types of customers should we pursue? Defining a target market

    • What areas are we strong/weak in after a quote is done? Analyzing opportunities. | See the possibilities…

Aggregating data
Aggregating Data

  • Custom Reporting Possibilities

    • Standardized marketing letters

  • Getting the most out of your data | See the possibilities…

Customer relationship management overview1

Customer Relationship ManagementOverview

Q & A | See the possibilities…