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CRM SYSTEMS support or perform the activities involved in customer contact process. Generate leads by advertising your business online with Google AdWords. Turn those leads into new customers with Salesforce CRM.
CRM SYSTEMS support or perform the activities involved in customer contact process. Generate leads by advertising your business online with Google AdWords. Turn those leads into new customers with Salesforce CRM.
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Attribution Non-Commercial (BY-NC)
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Scarica in formato PPT, PDF, TXT o leggi online su Scribd
CRM SYSTEMS support or perform the activities involved in customer contact process. Generate leads by advertising your business online with Google AdWords. Turn those leads into new customers with Salesforce CRM.
Copyright:
Attribution Non-Commercial (BY-NC)
Formati disponibili
Scarica in formato PPT, PDF, TXT o leggi online su Scribd
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.