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What is the must have feature in customer relationship management (CRM) software?

user-image
تم إضافة السؤال من قبل Salam Assi , Customer Service Officer , Etihad Bank
تاريخ النشر: 2016/06/07
Usman Ahmad Farooqi
من قبل Usman Ahmad Farooqi , BPM CONSULTANT , Qatar National Bank

Customer Relationship management has many important areas, however it depends on CRM Users/Companies using it to be more focused on those areas which can enhance effeciency and customer service.

The must have areas are:

  1. Customer Data Bank Management
  2. Inquiry Handling
  3. Quotation Management
  4. Complain and feedback management

See the attached snapshot for Process Area's brakedown which i have done in my most recent CRM development.

CRM WBS

Hidayatullah khan
من قبل Hidayatullah khan , Special Public Prosecutor in Prosecution Department Govt of KPK Pakistan , Prosecution Department KPK Pakistan

DEFINITION customer relationship management (CRM) Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. CRM systems are designed to compile information on customers across different channels -- or points of contact between the customer and the company -- which could include the company's website, telephone, live chat, direct mail, marketing materials and social media. CRM systems can also give customer-facing staff detailed information on customers' personal information, purchase history, buying preferences and concerns

Kashif Baseer
من قبل Kashif Baseer , Retail Trainer , Mahendra Skill Training and Development Private Limited

Customer purchase details and customer details

Alaa Emam
من قبل Alaa Emam , Teacher , Modern Liberty private school

 

 service request ,feedback & complaint raiser

 

 

 

MAHESH ARUL JEBAKUMAR APPADURAI
من قبل MAHESH ARUL JEBAKUMAR APPADURAI , CEO , PEST CONTROL MAHANAIM PVT LTD

Fullfilment of commitments by the sales team and most important aspect is service backup and warrenty related items should be in the software

Vaiyapuri Gopalakrishnan
من قبل Vaiyapuri Gopalakrishnan , Manager - After Sales , M/s Saud Bahwan Automotive llc

It really depends on specific business needs of the specific organization. The most sophisticated CRM with outstanding capabilities and comprehensive set of tools might not answer your business needs thus be completely futile. Plus, in the CRM market more does not mean better. Sometimes it's even worse. So first and foremost get answers to the questions: Why you need the CRM at first place? What KPI’s are important for you and what ROI you are anticipating? And then evaluate functionalities and capabilities of different CRM systems available on the market and define what’s important specifically for your organization. As to what to consider while looking at different solutions, I would say that scalability, flexibility and back end integrations are important variables to investigate. It’s also important to choose a software backed by the robust business process management engine, and the one that includes out-of-the-box processes, which not only help to organize customer-facing processes but empower, guiding users through the most effective actions to boost results while minimizing errors. A good example of such CRM is http://bpmonline.com

Asad khan
من قبل Asad khan , Product specialist , shaigan pharmaceutical

The data related to customer.

Sanjayan Pallath
من قبل Sanjayan Pallath , Manager Business Excellence , BASF INDIA LIMITED

CRM analytics can be powerful through proper external connectivity to additional data sources such as social media, purchasing history, product trends, news releases and more. It provides new avenues and suggests what client needs will be before even the client sees the need.

Mariana Andries
من قبل Mariana Andries

CRM is a great tool that helps to manage contact, suppliers, seles activities, sales cycle, deal size.The key to sell better and to have a better prospects.

Ahlam Dalwai
من قبل Ahlam Dalwai , Corporate Sales Executive , unimoni

Easy accesibility, for smooth and quick working

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