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How to Effectively Manage Customer Relationship and lead Relationships Management

 Crm is the acronym for Customer Relationship Management, and this definition includes all the disciplines aimed at acquiring new customers and retaining existing ones, through activities, actions, analysis, monitoring, saving all communications and contacts.

Considering that in order to achieve the objectives of acquiring and retaining customers, each operator of the company information system should be able to access any information relating to the customer, whether of an economic or contractual nature, accounting, or communication and relationship with any employee of the company, it is obviously essential to have a comprehensive database of all the information collected during the relationship between company and customer.

For this reason we believe it essential that CRM functions must be included in a complete company management system, and not an external tool with which dialogue and interfacing is never easy and continuous.

Sales management

In a CRM system, the management of offers, orders, assignments, projects is the fundamental pivot around which all the other typical functions of a customer relationship management system revolve.  These functions not only represent the display of data relating to offer documents, but the step of an overall process of managing the pre-sales process, which starts from the initial contact (also through an approach through telemarketing), to the management of the first appointment with the agent, to the offer, to the order. Everything is tracked and managed by a process that guarantees not to lose business opportunities if they are entrusted to individual personal agendas.


Relations with customers

Each activity of each internal or external collaborator (employees, sales force) with the leads or acquired customers is meticulously tracked by the system, in order to maintain a detailed historiography of everything that has happened in the context of the business relationship, both under the strictly operational profile (contacts, phone calls, emails, meetings, provision of services) and administrative (offers, orders, invoices, deadlines, payments, reminders). All information is always easily accessible from various points of the application, in "drill-down" mode, starting for example from the personal data, up to the invoices and payments with a few clicks, so that the information is quickly accessible to all users who are affected by the process.


The telemarketing functions present in the system are normally used by commercial companies to find new potential customers, but are borrowed from call center management systems that manage the telephone promotion activity in a meticulous and capillary manner. It is therefore possible to create operators, associate them with campaigns, define possible outcomes and the logics for managing phone calls queues, create and assign scripts to campaigns, define objectives, verify results, relating the data of the entire process, from initial phone calls to the turnover produced.

Accounting details

The detailed account of the customer is information that should often be accessible not only to those who handle accounting, but also to users who have a relationship with customers, from internal employees assigned to project management, to those employed in commercial activities , to agents, obviously with an optimized data access system and for which it is not necessary to have accounting skills to understand the information.
Proposes different ways of accessing this data and proposes them in the areas and functionalities useful for distributing this information where necessary.

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