CRM

1. CRM

2. D. Vasudevan Chief Advisor Technology & Research Albion Infotel Ltd.

3. Ashish Shukla Dy. Chief Research manager Research & Development Albion Infotel Ltd.

4. Webinar Content • CRM introduction • Reasons why CRM is important • What CRM has to offer • Business benefits of CRM • Affordable Business Model

5. A closer look to customer

6. 1 happy customer shares its positive experiences with 4 other persons  4

7. 1 unhappy customer shares its bad experiences with another 8-10 persons, (potentially) customers 10

8. Important Questions? • Do you know your customers ? • What information do you have about them? Also personal data ? • Who is having this information? • Is your customer aware about your company and what u do? • Is your customer satisfied with your company? • Is your customer enthusiastic about your company? • Would your customer recommend you to others?

9. What CRM has,to offer • Get more out of your established customers • Identify and concentrate on your best customers • Target your customer • Keep your existing customers loyal • Work smarter, not just harder • SAAS based platform

10. What is CRM CONFUSED ? Customer relationship management (CRM) is not just an application or technology, but is a strategy to learn more about customer’s needs and behaviors in order to develop stronger relationships with them. As such it is more of a business philosophy than a technical solution to assist in dealing with customers effectively and efficiently.

11. Customer Relationship Management Campaign Management Call Center Segmentation Targeting Indicators Phone Marketing Department Process Optimization Customer Retention Quality Of Service E-mail Customer Knowledge Mobile Client SFA Customer Database Workflow Customer Satisfaction Fax Multi - Channel Analysis Sales Document Generation Customer History Customers Mail Planning Sales Administration Web Visit Actions & Alarms Management Service Request Management Prospects Management & Sales Action Sales Department Satisfaction Inquiry Customer Support

12. Customer Relationship Management Campaign Management Call Center Segmentation Targeting Indicators Phone Marketing Department Process Optimization Customer Retention Quality Of Service E-mail Customer Knowledge Customer Database Workflow Mobile Client SFA Customer Satisfaction Fax Multi - Channel Analysis Sales Document Generation Customer History Customers Mail Planning Sales Administration Web Visit Actions & Alarms Management Service Request Management Prospects Management & Sales Action Sales Department Satisfaction Inquiry Customer Support

13. Customer Relationship Management Campaign Management Call Center Segmentation Targeting Indicators Phone Marketing Department Process Optimization Customer Retention Quality Of Service E-mail Customer Knowledge Customer Database Workflow Mobile Client SFA Customer Satisfaction Fax Multi - Channel Analysis Sales Document Generation Customer History Customers Mail Planning Sales Administration Web Visit Actions & Alarms Management Service Request Management Prospects Management & Sales Action Sales Department Satisfaction Inquiry Customer Support

14. Customer Relationship Management Campaign Management Call Center Segmentation Targeting Indicators Phone Marketing Department Process Optimization Customer Retention Quality Of Service E-mail Customer Knowledge Customer Database Workflow Mobile Client SFA Customer Satisfaction Fax Multi - Channel Analysis Sales Document Generation Customer History Customers Mail Planning Sales Administration Web Visit Actions & Alarms Management Service Request Management Prospects Management & Sales Action Sales Department Satisfaction Inquiry Customer Support

15. Customer Relationship Management Campaign Management Call Center Segmentation Targeting Indicators Phone Marketing Department Process Optimization Customer Retention Quality Of Service E-mail Customer Knowledge Customer Database Workflow Mobile Client SFA Customer Satisfaction Fax Multi - Channel Analysis Sales Document Generation Customer History Customers Mail Planning Sales Administration Web Visit Actions & Alarms Management Service Request Management Prospects Management & Sales Action Sales Department Satisfaction Inquiry Customer Support

16. Customer Relationship Management Campaign Management Call Center Segmentation Targeting Indicators Phone Marketing Department Process Optimization Customer Retention Quality Of Service E-mail Customer Knowledge Customer Database Workflow Mobile Client SFA Customer Satisfaction Fax Multi - Channel Analysis Sales Document Generation Customer History Customers Mail Planning Sales Administration Web Visit Actions & Alarms Management Service Request Management Prospects Management & Sales Action Sales Department Satisfaction Inquiry Customer Support

17. Customer Relationship Management Campaign Management Call Center Segmentation Targeting Indicators Phone Marketing Department Process Optimization Customer Retention Quality Of Service E-mail Customer Knowledge Customer Database Workflow Mobile Client SFA Customer Satisfaction Fax Multi - Channel Analysis Sales Document Generation Customer History Customers Mail Planning Sales Administration Web Visit Actions & Alarms Management Service Request Management Prospects Management & Sales Action Sales Department Satisfaction Inquiry Customer Support

18. Customer Relationship Management Campaign Management Call Center Segmentation Targeting Indicators Phone Marketing Department Process Optimization Customer Retention Quality Of Service E-mail Customer Knowledge Customer Database Workflow Mobile Client SFA Customer Satisfaction Fax Multi - Channel Analysis Sales Document Generation Customer History Customers Mail Planning Sales Administration Web Visit Actions & Alarms Management Service Request Management Prospects Management & Sales Action Sales Department Satisfaction Inquiry Customer Support

19. Customer Relationship Management Campaign Management Call Center Segmentation Targeting Indicators Phone Marketing Department Process Optimization Customer Retention Quality Of Service E-mail Customer Knowledge Customer Database Workflow Mobile Client SFA Customer Satisfaction Fax Multi - Channel Analysis Sales Document Generation Customer History Customers Mail Planning Sales Administration Web Visit Actions & Alarms Management Service Request Management Prospects Management & Sales Action Sales Department Satisfaction Inquiry Customer Support

20. Customer Relationship Management Campaign Management Call Center Segmentation Targeting Indicators Phone Marketing Department Process Optimization Customer Retention Quality Of Service E-mail Customer Knowledge Customer Database Workflow Mobile Client SFA Customer Satisfaction Fax Multi - Channel Analysis Sales Document Generation Customer History Customers Mail Planning Sales Administration Web Visit Actions & Alarms Management Service Request Management Prospects Management & Sales Action Sales Department Satisfaction Inquiry Customer Support

21. Reasons why CRM is important

22. Get more out of your established customers • Collects and organizes information • Analyze the data • Needs-based segment analysis • Taking the customers' perspective and identifying what they need • Develop a sales strategy • Help you offer products in an appealing way

23. Identify and concentrate on your best customers • Produce more revenue per sales hour higher average sales. • Analyzing your customer base • Categorize customers • Sometimes the analysis will turn up Counterintuitive, results.

24. Target your customer • Attract new customers more efficiently • Pay closer attention to lead analysis • Products customers likely to purchase • Analyze customer behavior Customer Focus

25. Keep your existing customers loyal • Keep your promises to customers • Organize your promises • Meet their demonstrated needs • Execute promises

26. Work smarter not harder • Better information at finger tips • Best practices • Business policies, • Optimize services • Maximize revenue • Enhance customer satisfaction • Customer retention • Good reputation in the marketplace

27. Reaching and serving customers Marketing Sales Service Support

28. How it works!

29. CRM on SAAS(Cloud) platform

30. Advantages of SAAS (Cloud) based CRM

31. Business benefits of CRM • Serving customer • Retaining Customer • Manage quotes • Manage contacts • Marketing Campaigns • Defining Business process and Work flows

32. Management Benefits

33. A Typical CRM Dashboard

34. Sales Executive Benefits

35. Logistics Benefits

36. Typical CRM Sales Cycle

37. Albion Core values that build our business

38. Albion Service portfolio

39. Albion – Awards & recognitions

40. Albion CRM ALBION CRM™ provides a unique solution that spans your entire business from pre-sales to operations through post-sales. It provides features, that makes business an easier task. With the power of information accessible to all your people, you'll see them achieving their tasks in one go. Albion customer relationship management aligns your sales team towards achieving their goals and targets through an effective platform and successfully converting them into your customer. For further details please contact: http://www.albioncrm.com General Enquiries- crm@albionglobal.com Sales - Ashu Sharma (ashu.sharma@albionglobal.com) Service Delivery- Zafar Saeed (zafar.saeed@albionglobal.com)

41. Questions?