Contents: 1) Introduction, 2) Basic Concept of CRM, 3) The Customer Service/Sales Profile, 4) Customer Relationship, 5) Planning and implementing CRM projects, 6) Developing, managing and using customer-related databases, 7) Managing and Sharing Customer Data, 8) Tools for Capturing Customer Information, 9) E-Commerce:
CRM. CRM focuses on service, retention, sales, and lead generation. This is the component that addresses the customer on a more one-to-one level and speaks more specifically on customer-related issues such as terms of service, pricing, email lists, and the actual sale.
The concepts of customer relationship management (CRM) and knowledge management (KM) both focus on allocating resources to supportive business activities in
CRM Tasks
As mentioned, a CRM has the ability to help you with a wide range of activities such as contact entry, deal tracking, and ticket management Store and Manage Contact Data.
Store and manage contact datawith ease and interact with contacts (send emails, record phone calls, take notes, log sales activities Track Deals.
A CRM makes it easy to track deals. You can also set up and customize deal pipelines and deal stages Communicate Directly with Prospects and customers.
There are a number of ways that members of each department can communicate directly with prospects and customers through the CRM such as Manage and Respond to Tickets.
There’s a universal inbox within your CRM from which you’re able to connect with customers to support their needs via ticket, live chat, or email Use Custom Objects.
With custom objects, you have the control to match your CRM data to your business. Structure your data so it complements the way you use it — meaning Automate tasks.
A CRM has the power to automate every day, time-consuming tasks across various teams Build Landing Pages.
An all-in-one CRM can build landing pages that are personalized, on-brand, and beautiful — all without the help of a developer Create A Knowledge Base.
In addition to landing pages, all-in-one CRMs help you create other content, too — for instance, a knowledge base Integrate with Other Tools.
A CRM can integrate with other tools so it meets every need your team has 