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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:
See the attached snapshot for Process Area's brakedown which i have done in my most recent CRM development.
Tension Free, Easy handling
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
Customer purchase details and customer details
service request ,feedback & complaint raiser
Fullfilment of commitments by the sales team and most important aspect is service backup and warrenty related items should be in the software
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
The data related to customer.
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.
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.
Easy accesibility, for smooth and quick working
