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CRM SYSTEMS

Overview of CRM Systems

• Role of Information and Communication


Technology
• Primary task – supporting or performing the
activities involved in customer contact process.
– Exchange of information
– Placement of order
– Invoicing
– Payment
– Provision of service
• Secondary task – related to facilitating the
primary task, and involve providing customer
information and management information
CRM SYSTEM
The Front Office Middleware The Back office
Salesforce automation Data Warehouse Legacy system
The partner management Campaign Management
system System
Call or contact centre Content management
system
Website
Kiosks
CRM Sub-systems

• Call or contact centre


• Website
• Data warehouse
• Campaign management system
• Content management system
The Call centre
• Switches , computers and connections
• Calling –line identification
• Automated outbound dialing
– Preview dialing
– Power dialing
– Predictive dialing
• Voice processing
• Computer-telephone integration(CTI)
• Database
Internet and Website
• IP address
• Web language – HTML
• Intranet
• Extranet
• Security
– Stored data require protection
– Transport of data must also be protected
• Electronic commerce
Acquire New Customers and Grow Your Business
Generate leads by advertising your business online with Google AdWords.
Turn those leads into new customers with Salesforce CRM.

Convert leads into Manage customer


Manage the customers relationships
follow-up process Update deal information, Acquire deep knowledge
Log calls, send emails, track opportunity of every account,
Capture leads
from your Web site and update the status of milestones, and record facilitate collaboration,
your leads so that you all opportunity-related and build and maintain
Prospects fill out a Web interactions. strong, lasting customer
People click on never miss an
form, which creates a relationships.
your ad opportunity.
lead in Salesforce that is
When people search routed to your sales
on Google, your ad is team.
displayed and traffic is
Advertise your driven to your site.
business on Google
Take five minutes
to write your ad
and select a couple
keywords—even target
your ad locally.

Measure what’s working


• A real-time view of your business
• A single solution for insight
• Customizable reports
Manage Customer Relationships
When you get a call, start by searching Salesforce. You can quickly review the account and see who else at your company has been working with them.
You can then use Salesforce to capture call notes and create a follow-up task if need be.

Gather Insight Update Information


Salesforce provides a place Assign Tasks
Search Salesforce By clicking on a contact or
to log call notes, save Often times you’ll need
account, you can view all
The first thing you want important emails, and to assign a follow-up
their activity history,
A Customer Calls to do is search update information so task for yourself or Follow Up
outstanding follow-up
Salesforce to see what everyone knows where someone else on your
The customer may be items, and other pertinent Assigning tasks in
information is things stand. team.
calling you directly or information. Salesforce improves
available.
they may have been collaboration and
transferred to you. creates true
accountability.

Measure what’s working


• A real-time view of your business
• A single solution for insight
• Customizable reports
Streamline Your Service and Support Organization
Effective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent
service and support across many channels including phone, email, Web, and chat.

Customer Logs a Case Case Is Routed


When a customer has a Cases can be Gather Insight
problem, they can log a case automatically routed to An agent works the case,
online or call your support a queue based upon reviewing account Find Solutions
team. business rules. information such as The agent can quickly
entitlements and activity solve the case using
history. Case Closed
suggested solutions from
the knowledgebase. The agent
communicates the
solution over the phone
uses an email template
and closes the case. Customer Portal
The customer has 24/7
self-service access to
their case history, the
knowledgebase, and the
online community
through the customer
portal.

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