Explain me CRM (Customer relationship management) in a simple process?

Question

Can some one explain me the process of CRM flow. How the sales person starts the CRM and brings to the level of customer. My search for the same in google give me huge topics like CRM implementation and so on.
I just want to know the steps that a sales person will be performing.
Also please let me know the terminologies used in between the journey from Prospects to customer, (e.g oppurtunities, lead).
I am trying to put a presentation and requirement for CRM to be built inhouse.

Thank in advance

Answer 1

I see two questions

1) CRM from Sales person point of view. The process of identifying, segmenting and targeting and finally desfining a strategy to deal with each segment of customers and market to them your products. All these process come under CRM.

For a sales guy, everything starts of with a "COLD CALL". This is the first point of contact between your org and customer. Necessarily u dont market at first shot. you expalin ur company and products, try to gather the requirements if the customer is intrested. Then you make a proposal . This is known as sales lead. A lead may or may not tyrn into a sale.

In long term sales person needs to segment thier customer based on criteria that they feel is important to turn leads to sales. Once u segment u got to design precise startegy and marketing prog. that is unique for each of the group. Sometimes u dont bother to look into least prospective customers.

T2) Building CRM inhouse: Then the marketing people got to look interms of numbers like Present value of future cashflows for each segment over a period of time etc...such kind of calculations are made to design a strategy to get more and more business out of ur present customer.

Answer 2

CRM : Customer Relationship Management
1. Find Target Customer - Customer
2. Behave in friendly manner - Relationship
3. Tell your products utility for that one.- Management

simple.........

Answer 3

The biggest benefit most businesses realize when moving to a CRM system comes directly from having all your business data stored and accessed from a single location. Before CRM systems, customer data was spread out over office productivity suite documents, email systems, mobile phone data and even paper note cards and Rolodex entries. Storing all the data from all departments (e.g., sales, marketing, customer service and HR) in a central location gives management and employees immediate access to the most recent data when they need it. Departments can collaborate with ease, and CRM systems help organization to develop efficient automated processes to improve business processes.

Answer 4

Whether your business is large or small, chances are you don’t have time to track and analyze the buying habits of every last customer. The beauty of customer relationship management applications are that they handle that piece of the marketing puzzle for you. Because your customer and sales information is housed in one place, you have automatic access to a full range of reports on which products or services are selling and who’s buying them. You also gain a clearer picture of the sales pipeline itself: How is it working? Where are the snags? Which staff-member is the most productive? A CRM’s centralized information warehouse gives you powerful analytic and reporting tools that would be hard to replicate in stand-alone systems.

Answer 5

identify the customer-check who is who- check company reputation & credibility-target the the right person-know his name-his powers-prepare well- take an appointment-be on time-introduce yourself-present your company first-present the product-inform merits of your product-tell who others are buying (tell only big name)- appreciate their company, its products and quality (in brief)- ask their consumption-know from whom they are buying presently and at what price- submit your quotation and sample- ask them to test- assure them of excellent service-leave a small gift having your company logo- follow up. 100% sure you get first order. Then-make prompt supplies-after first supply go personally how they feel about your product- again assure good service from you-get second order. follow it . You are rest assured he became your best Customer. Beware , any point of time, do not discuss about their competitors or yours.

I have not referred this from any book. It is because of nearly 28 years of my personal experience.