What is CRM

1

• What is CRM?
• The simplest, broadest definition can be found in
  the name CRM is a comprehensive way to manage
  the relationship with your customers including
  potential customers for long-lasting and mutual
  benefit. More specifically, modern CRM systems
  enable you to capture information surrounding
  customer interactions and integrate it with every
  customer-related function and data point. The
  resulting information mosaic is then used to
  create and automate a variety of processes that
  identify, and describe, valuable customers. Most
  important, these processes help you personalize
  new and ongoing interactions to cost-effectively
  acquire, stay close to, and retain these "good"
  customers. Put another way, there are good
  customers and not-so-good customers. Can you tell
  them apart? What will it take to keep the good
  ones good (or make them better) and how can you
  get more of them? Can you improve the not-so-good
  ones and is it worth the effort? Now apply
  these principles automatically, to your entire
  customer base and prospect pool, as your business
  and the market evolve over time. That is CRM.
• CRM The Payoff
• On the plus side, customers with successful CRM
  systems report higher profits lower costs to
  attract and retain customers greater customer
  loyalty and smoother, more streamlined
  workflows. Specific benefits cited include More
  timely and targeted customer services
• Increased per-customer revenues
• Greater cross-sell and up-sell success
• Trimmed sales cycles
• More-efficient call center operations
• Improved sales forecasting
• Fewer customer problems
• Better-informed marketing decisions

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

• A real-time view of your business
• A single solution for insight
• Customizable reports

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

• A real-time view of your business
• A single solution for insight
• Customizable reports

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Streamline Your Service and Support Organization
Effective customer service benefits
everyonecustomers, agents, supervisors, and the
companys bottom line. Deliver outstanding and
consistent service and support across many
channels including phone, email, Web, and chat.
Customer Logs a Case When a customer has a
problem, they can log a case online or call your
support team.
Case Is Routed Cases can be automatically routed
to a queue based upon business rules.
Gather Insight An agent works the case,
reviewing account information such as
entitlements and activity history.
Find Solutions The agent can quickly solve the
case using suggested solutions from the
knowledgebase.
Case Closed 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.