ASSIGNMENT 2

1. 4 stages to CRM (Customer Relationship Mgr.)

Marketing Stage-In this stage of CRM cycle, the basic focus is to identify customers by running various marketing
campaigns (such as emails, blogs, advertisements, and more), create the database for Account (pertaining to
Organization) and Contacts (pertaining to individuals), and finally generate leads by analyzing the gathered susromer
data.

Sales Stage-In the Sales stage, basle focus remains on leads. They are the individuals who have expressed some kind of
interest in your product offering Leads are further categorized into Open, Contacted, Qualified and Un-qualified. Deskera
CRM offers a functionality to convert leads into ‘opportunity for carrying out further sales activities.

Product Stage- In this stage of CRM ogale, the basta focus is on delivery of product. Deskera CRM offers Product
Managemant functionality that captures detail about the product price,vendor, and description, among others.

Support Stage-During Support Stage, the primary focus remains on resolving customer

Issues and providing customer support. In CRM terminology, this function is known as Case Management. (To visit our
previous blog on Case Management, please click here). To conclude, CRM eyele provides insight into various stages of
Customer Relationship Management from customer acquisition to retention and service. CRM oyale lays down the
roadmap for how the business can connect with their customers afficiently and serve them more effectively.

2. CRM Skills and Qualification

Customer relations managers interact with a range of people, from department directors and customer service agents to
customers. They must be personable, patient and respectful of others

Interpersonal skills

-CRMs should be good listeners and able to converse effectively with diverse personalities. Communication skills
Customer relations managers rely on effective communication skills to share their ideas, present updates to team
members and report to upper management and stakeholders. CRMS must be able to speak and write clearly in ways
that others can understand easily. They must understand technical terms in their industry and be able to explain these
concepts to laypersons. CRMs should be familiar with the software and other equipment related to their industry.

Technical skills

-This can help them better understand work flows and communicate with employees and customers about areas of
improvement, For example, a CRM for an online learning platform should understand the basic principles of how the
software works, common user functions and installation.

Leadership skills

Customer relations managers hold a supervisory position and must be able to lead teams effectively. Leadership skills
include:

Setting a positive example Being accessible to employees

Soliciting feedback from your team

Calibrating major and minor milestones Creating a supportive work environment

Setting realistic goals

Analytical skills

Customer relations managers are often responsible for observing current policies and procedures and analyzing their
effectiveness. They must develop solutions to company issues and find effective ways to provide a positive experience
for customers while considering staffing and budgetary constraints.

Professionalism

Customer relations managers may visit various officers and meet with clients as representatives of their company. They
should appear and behave professionally in order to create a positive reflection on their organization.

Building and maintaining profitable relationships with key customers. Overseeing the relationship with customers
handled by your team.

Resolving customer complaints quickly and efficiently.

Keeping customers updated on the latest products in order to increase sales.

Meeting with managers in the organization to plan strategically. Expanding the customer base by upselling and cross-
selling. Understanding key customer individual needs and addressing these. Conducting business reviews using CRM
programs. Knowing your competition and strategizing accordingly.

3. CRM Duties and Responsibilities.

Building and maintaining profitable relationships with key customers. Overseeing the relationship with customers
handled by your team.

Resolving customer complaints quickly and efficiently.

Keeping customers updated on the latest products in order to increase sales.

Meeting with managers in the organization to plan strategically.

Expanding the customer base by upselling and cross-selling. Understanding key customer individual needs and
addressing these.

Conducting business reviews using CRM programs. Knowing your competition and strategizing accordingly.

4.CRM advantages

The advantages of customer relationship management system extend beyond running a business and its closely related
relationships. Ideally, a CRM system should help your business improve the relationship with existing customers, find
new customers and win back former customers. This system is integrated into a software system that facilitates
collection, organization and management of the customer’s information. A CRM system can be beneficial to both small
and large scale businesses as long as it is implemented appropriately. This guide outlines the major advantages of
customer relationship management to expect upon installation of the software.

5. It’s Features & objectives; CRM Benefits

Implementing a CRM system is well worth the time and effort it takes to get started. Here are just a few of the benefits
your business will see with a CRM implementation.

1. Customer Service and Retention

One of the main benefits of CRM is improved relationships with your customers. A CRM system manages all your
business contacts and stores important information about them across all channels, including demographics, purchase
history, and previous communications.

Additionally, a CRM system makes it easy for anyone in your company to access this Information. Each interaction
between a team member from your company and a customer is an opportunity to boost customer satisfaction. A CRM
system makes it all possible. Great customer service builds customer loyalty. High customer turnover is never good for
your business and can have a negative impact on everything from sales to brand reputation. A CEM can improve your
customer service, thereby building customer loyalty. It can automata customer support, track behavior, and even
provide sentiment analysis. All of these features will help you identify and address issues before they become problems.
Using a CRM to improve overall customer service will keep your customers coming back.

2. Increased Sales

When customers keep coming hack, your sales will keep increasing. CRMs help you build your sales pipeline by
streamlining the sales process and automating the main tasks. It allows you to analyze all of your sales data and store it
in one centralized place, which can be accessed by anyone who needs it. This capability will help your business set up a
step-by-step sales process that your employees can adapt as needed.

3.Analytics

Analytics are essential to understanding customer behavior. There is plenty of customer data to collect, but do you and
your employees understand what it means and how to use it? In fact, it can and should be used to optimize your
business, CRM systems will have built-in analytics that

6. CRM purpose? Strategy?

The purpose of customer relationship management (CRM) cannot be dwindled down to just one because, there are
several reasons why a business would want to implement a CRM system. That said, perhaps the most obvious purpose
of customer relationship management is to help a business keep customer. Along with that, it helps the business
understand what it needs to do to get more customers. Another main purpose of customer relationship management is
to reduce costs by managing costly complaints and finding out what services are useless for customers. This also can
help a company figure out if its product is working and, ultimately, increases profit.

When it comes to using a CRM system, the prime reason is to log and manage customer relationships. These systems
allow administrators to list new customers and include services that each customer should receive, as well as
opportunities to make the customer spend more money. This also ensures that employees are doing all they can to
make the customer happy within the policies of the company. By managing the relationship, the company is able to keep
the customer loyal to the company’s brand A Customer Relationship Management strategy is a plan to grow sales and
improve customer service through a combination of processes, actions, and technology. It typically involves the sales,
marketing, and customer support functions.