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CRM Module

CRM working module

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Abhinav Srivastava (Rajiv Associates)
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© © All Rights Reserved
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14 views

CRM Module

CRM working module

Uploaded by

Abhinav Srivastava (Rajiv Associates)
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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A Customer Relationship Management (CRM) system, here’s a breakdown of the complete

CRM process and its key functionalities:

1. Lead Management
• Lead Capture: CRM systems capture leads from various sources, such as websites, emails,
social media, and marketing campaigns.
• Lead Scoring: Prioritize leads based on certain criteria (e.g., lead behaviour, demographics,
engagement level) to focus on high-quality leads.
• Lead Assignment: Automatically assign leads to specific team members based on defined
rules like territory, expertise, or availability.
• Follow-Up Reminders: CRM sets reminders and schedules follow-ups to nurture leads
through timely communication.

2. Contact Management
• Centralized Contact Database: All contact information (e.g., phone numbers, emails,
company details) is stored in a central location.
• Interaction History: Track past interactions, conversations, and transactions to provide
context for each customer.
• Segmentation: Segment contacts by demographics, buying behaviour, or industry to tailor
interactions.
• 360-Degree Customer View: Provide a comprehensive view of each customer, showing their
journey and touchpoints with the company.

3. Sales Management
• Sales Pipeline Tracking: Monitor sales stages from initial contact to deal closure, allowing
visibility of each stage's status.
• Deal Management: Track potential sales opportunities, their value, and expected close
dates.
• Forecasting and Analytics: Use historical data and trends to forecast future sales and set
realistic targets.
• Activity Tracking: Log sales activities, such as calls, emails, meetings, and deal progress.

4. Task and Activity Management


• Task Creation and Assignment: Create tasks and assign them to team members for
consistent follow-up on customer needs.
• Automated Reminders: Set up automated reminders for important tasks or deadlines to
ensure timely completion.
• Calendar Integration: Sync tasks and events with calendars to keep teams organized and
manage schedules effectively.
• Collaboration Tools: Facilitate team collaboration by sharing tasks, notes, and updates
related to customer interactions.

5. Marketing Automation
Campaign Management: Plan, launch, and monitor marketing campaigns across various channels
(e.g., email, social media).
Email Marketing: Automate email campaigns to nurture leads and engage customers with
personalized content.
Customer Segmentation: Target different customer segments with tailored marketing messages for
better engagement.
Lead Nurturing: Develop automated workflows to nurture leads based on their actions and
engagement levels.

6. Customer Service and Support


• Helpdesk and Ticketing: Manage customer inquiries and issues by creating and tracking
support tickets.
• Knowledge Base: Provide a self-service knowledge base where customers can find solutions
to common problems.
• Case Management: Track and manage customer cases from initiation to resolution.
• Service Level Agreements (SLAs): Monitor response times to ensure adherence to SLAs and
provide timely support.

7. Reporting and Analytics


• Real-Time Dashboards: Provide real-time insights into key metrics such as sales
performance, lead conversion rates, and customer satisfaction.
• Custom Reports: Generate custom reports on specific data points to analyze business
performance.
• Data Visualization: Visualize data through charts and graphs for easier interpretation and
trend analysis.
• KPIs and Metrics Tracking: Track KPIs like revenue growth, customer retention, average deal
size, and conversion rates.

8. Customer Feedback and Insights


• Feedback Collection: Gather customer feedback through surveys, reviews, and post-
interaction questionnaires.
• Sentiment Analysis: Analyze customer sentiment to understand their perception of the
brand and improve service.
• Loyalty Programs: Integrate loyalty programs to reward customers and increase retention.
• Customer Journey Mapping: Track the entire customer journey to identify points of friction
or improvement.

9. Mobile CRM
• On-the-Go Access: Access CRM data via mobile apps for remote work and flexibility.
• Mobile Notifications: Receive push notifications for urgent tasks or important customer
updates.
• Offline Access: Access CRM features even when offline, syncing data once an internet
connection is re-established.

10. Integration with Other Systems


• ERP Integration: Sync CRM with ERP systems for seamless data flow between sales,
inventory, and accounting.
• Email Integration: Integrate with email clients to manage customer emails within the CRM.
• Social Media Integration: Engage with customers on social platforms directly from the CRM.
• Third-Party App Integrations: Connect with various third-party applications like marketing
tools, payment systems, and analytics platforms.

11. Security and Compliance


• Data Encryption: Protect sensitive customer data through encryption both in transit and at
rest.
• Role-Based Access: Limit access to data based on user roles to enhance security.
• Compliance Management: Ensure compliance with regulations like GDPR and CCPA to
protect customer data privacy.
• Audit Logs: Maintain records of all system activities for accountability and security
monitoring.

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