CUSTOMER

RELATIONSHIP
MANAGEMENT
FEATURES OF
GOOD CRM
Our Team

Umair Ali
CUSTOMER RELATIONSHIP MANAGEMENT
To make sure the positive
interaction with With the extensive
customers can feel like globalization, today’s
the weight of the world on businesses need to
the shoulders of expertly manage existing
customer relations team. and potential customers.

It opens up new and Having the understanding

It is the art of managing of functionality of
surprising
good relationship with customer relationship
opportunities for
existing and prospective management features is
both the small and
customers. an important part of the
large businesses.
strategy.
 CONTACT MANAGEMENT
• Related to the customer management software

• Stores contact information such as names, address, cell no, email and social media
accounts in a searchable database

• Helps in the designing of the marketing strategies to

target the customers

• ‘Properly implemented CRM solutions have been

known to improve customer retention rate by as
much as 27%.’ (Source: Salesforce.com)
SALES TEAM & CUSTOMER OPPORTUNITY
MANAGEMENT

Welcome Learn about Curb your Find Make sure

customers what makes preaching communica- consumers
into your your tion know you
product like audience cadence are listening
it’s your happy
home
 LEAD
MANAGEMENT Transferring to
the sales team

Nurturing

Scoring

Categorizing

Attracting /
PROCESS
Capturing
 REPORTS & DASHBOARDS

• Which product gave the maximum no. of

leads in the last campaign.
• Which product performed well over the
period.
• Which channel is most profitable.
 SALES DATA

A good CRM system allows to organize the sales and customer data
into manageable form.
The data is stored in such a way that it can be developed into
visualizations while making decisions.
Through the use of this function, management or any other employee
using the data can make authentic data driven decisions.
 SALES ANALYTICS
• The managers can create better sales
campaigns by analyzing the data of the past
campaigns.

• Data analytics is used to design marketing and

sales promotions.

• Provides the opportunity to analyze past

campaign results and facilitate in designing new
campaigns which are more effective and fruitful
for the brand.
SALES PROCESS AUTOMATION
Provides the opportunity to
01 automate and streamline Automation reduces
various functionalities of human error and results
sales 03
in the improved ratio of
customer conversion.

It can be used for more

02 effective future
campaigns, as well as Automation also allows
follow-up campaigns. employees to focus on
04
more complex and
valuable tasks.
 SALES
FORECASTING
Forecasting helps create a
benchmark against which the
performance is measured.

It can be used for directing

efforts in the future and to
include the essential and new
features of CRM.
Enable agents to solve
customer’s problems quickly and
efficiently
Gives right information to the
intended user at the right time

CALL CENTER
AUTOMATION
EMAIL CLIENT
INTEGRATION
A good CRM system provide integration
and organization of client email inside of
CRM user interface.
Try not to depend on outlook instead the
CRM should be of such type that it will do
the double duty.
This will result in the sales
representatives to pull up their previous
interactions with the client and provide
the best possible services.
 SERVICE
• Infographic Style

AUTOMATION
A poor customer service is
one of the main reasons
behind failures.
A good CRM system allows
integration of customer service
with the system.
66% of consumers switch
brands because of poor
service.
85% of customer churn due to
poor service is preventable.
 WORK FLOW
When a potential customer fills out a contact form on your website, the CRM
software automatically directs the message to the right sales representative or
department.

When a sales representative receives a message, the CRM software

automatically sends a preset response to acknowledge the message.

If a lead, prospect, or opportunity doesn't respond to your message or proposal,

the CRM software automatically sends a follow-up message after a preset
amount of time, such as 48 hours or two business days.

When a sales representative makes calls or sends messages to a contact, the

CRM software automatically logs hours and keeps track of all communications.

As sales representatives complete tasks, the CRM software automatically

reports them to supervisors and upper management for performance reports.
 DATA STORAGE

• The customer data coming from various sources is

important and needs to be stored carefully.

• It should be properly managed in a manner that the

user can pull up the data as and when required in an
efficient way.

• A good CRM not only gathers data but safeguard and

backup the important information of customers to
prevent losses.
 MOBILE CRM
Increased globalization leading to increased travelling

Employees using CRM system needs to access

customer data through remote device.

User can access customer data using remote device

whereby they can view and receive valuable alerts
 CHAT INTEGRATION
Important as
part of the 01
modern
systems

By integrating a
chat program with
CRM, one can offer
chat with
employees,
partners and
02
provide customer
support.
 WEB ANALYTICS INTEGRATION
• Web integration with CRM system provides information of who is visiting the website and what is
the buying behavior.

• The data is collected and analyzed for the future marketing

campaigns, identifies problem areas and suggest ways to
improve.

• Limelight has integrated its website, social media pages

and the system to analyze the customer buying behavior,
buying trend and slow moving items.
 CUSTOMER SEGMENTATION

• Marketing campaigns will never give expected results if the customers are not properly segmented and
targeted.

• New born baby products launch in Pakistan.

• A good CRM captures the customer data

and then analyze it coming from different sources.
 • Infographic Style
Marketing campaign is an CRM allows to efficiently
important initial step to reach and strategically target
potential customers, so it customers that are most
should be accurate and like to be interested in
faultless the product or service
offered.
 TASK MANAGEMENT
• Customer relationship
management is coupled
with employees.
• It is important to complete
the task within time and
budget.
• If a query from a customer
is pending for a long time, it
would not improve the
customer experience.
SOCIAL MEDIA MARKETING
INTEGRATION
Social media and customers, both influence the way
companies’ carryout business activities.
Customers significantly influence the way businesses
conduct their activities and they have to listen to them
for being successful.
A good CRM allows to streamline social media
marketing integration so that to enable the company to
gain competitive advantage and earn profits.
THANKYOU