eCRM

Technology :  ASP.NET , SQL Server 2005, Crystal Reports

Objective:

Customer Relationship Management (CRM) is a widely-implemented strategy for managing a company's interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes-principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.

Product overview

• Acquire: eCRM can help a business acquire new customers through contact management, selling, and fulfillment.
• Enhance: web-enabled eCRM combined with customer service tools offers customers service from a team of sales and service specialists, which offers customers the convenience of one-stop shopping.
• Retain: eCRM software and databases enable a business to identify and reward its loyal customers and further develop its targeted marketing and relationship marketing initiatives.

Product functionalities

• Marketing
• Sales
• Service

Marketing:-
Marketing Management Email campaigning, Direct mail campaigning, Tele-marketing,

Sales:-
Power your sales team with eCRM that have functionalities of Sales Module. The sales team can manage leads and keep track of the communication with prospects, referrals and customers. For a big sales team or a call center the eCRM must have fast and automated system to pull up customer data. Sales Automation Module features:

• Appointment Management
• Time Management
• Calendar Management
• Reporting

eCRM gives sales team the power to close the sale quickly.

Services:-
After marketing and selling the product your company must have a very good customer services team. eCRM should have a good services module which can help the customer services department. They should be able to manage service contracts, tracking individual cases and recording information in a searchable knowledge base. Services Module features:

• Product Database
• Knowledge base search
• Customer tracking
• Contract Tracking
• Customer History

eCRM gives customer service team a quick way to help the customers. This is very important so that the customer get satisfy by not just product but also with the service. These eCRM functionalities help make any CRM strong. All of these modules integrated to make the system strong.

Next time we will talk about Enterprise Resource Planning (ERP) and Sales Force Automation (SFA). What is the difference between ERP system and CRM system?

Product Screen Flow :

Enquiry entry this entry it comes from anywhere by phone if the company did marketing of the product so in eCRM enter as enquiry. Once the sales man get confident about the customer is interested he will convert to lead

Leads will help to keep track of the customer and to show the product which the company offering. Once the customer interested then lead will convert to

• Account
• Contacts
• Opportunity
• Quotation
• Orders
• Invoice
• Opportunity Close (Sales Close) go to service