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151 - Introduction to CRM -2024-02

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37 views

151 - Introduction to CRM -2024-02

Uploaded by

poojaorsalbansal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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(3)

How CRM ?

33
3
Customer

Product Contact

CRM
Invoice Quote

Sales
Orders

34
3
Identify Required Information

Customer Identify Information Sources


Databases
Design Databases Functions

Select databases technology


& Hardware Platform

Build & Maintain the Databases


35
3
Prospect
and Initial Contact Sales Process
Qualifying
 A series of repeatable steps a
Needs Assessment sales team take to move a
prospect from an early-stage lead
Sales Pitch / Presentation to a closed customer

Quotation / Proposal  A map that guides sales team on


their journey
Closing

Nurturing / Follow up
36
3
Sales Process
Prospect and Initial Contact
1 • The process of sourcing new, early-stage leads to work through the sales
process. Looking at your target customer profiles, considering the best
way to approach them and reach out to build a connection

2 Qualifying Lead
• Deciding whether they are a good-fit lead for your business
and whether they are likely to move forward in the buyer’s
journey.

37
3
Sales Process
Needs Analysis
3
• Do the research & listen to your prospects to understand their goals,
challenges, budget, and other important decision-making factors. Is your
product the best fit for the prospect ? Do they need what you are selling ?

Sales Pitch / Presentation


4 • Express the unique value and present the best possible offer that
your customers will experience if they purchases your product /
service. Keep your offer relevant, targeted, and personalized to the
needs you previously discussed.

38
3
Sales Process
5 Quotation / Negotiation
• Present a quotation, handling objections and response to a request
for more information.

6 Closing
• Send a revised proposal, get confirmation, and finalize the sales

7 Nurturing / Follow-up
• Nurturing customers, ask for feedback, offer upsells and related
products or services.

39
3 Lead Management

Sales Force
Automation Report & Analysis
Opportunity
Management
(SFA)
A technique of using
software to automate
the business Team Contact
Collaboration Management
processes and tasks
that relate to sales
activities.
Task Management

40
3

 Campaign
 Leads
 Opportunities
 Sales Orders
 Invoices
 Account / Case
Management

41
CRM Tools

42

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