HARAMAYA UNIVERSITY

COLLAGE OF BUSINESS
AND ECONOMICS
DEPARTMENT OF MBA

TITLE: Customer relation ship

management software(CRM)

PREPARED BY : RUTH KENEA

Contents

Introduction
Benefits
Type
Features
Strategy
INTRODUCTION

CRM software is a technology for managing all

your company’s relationships and interaction
with customers and potential customers.
. Sales Lead Tracking Features
. Manage Customer Records
. Forcasting Features
. Reporting and Dashboards
 CRM BENEFITS CATAGORIES

 Improve responses times to sales inquiries

 Reduce length of sales cycles
 Manage lead qualification and relationships
 Benefits of CRM Software:

1. Improved customer relationships and

satisfaction.
2. Enhanced sales efficiency and effectiveness.
3. Increased customer retention and loyalty.
4. Improved collaboration and communication
across teams.
5. Enhanced customer service and support.
6. Simplified and centralized customer data
management
 Types of CRM Software:

 1. Operational CRM: Focuses on streamlining and

automating customer-facing processes such as sales
automation, marketing automation, and customer
service.
 2. Analytical CRM: Emphasizes data analysis and
reporting to gain insights into customer behavior,
preferences, and trends.
 3. Collaborative CRM: Facilitates collaboration and
communication among different teams and
departments to provide a unified customer
experience.
 Key features of CRM software

 1. Contact and Lead Management: CRM

software allows you to store and manage
customer and prospect information in a
centralized database.
 2. Sales and Opportunity Management: CRM
software assists in managing the sales process
by tracking opportunities, deals, and sales
pipelines
 3. Marketing Automation: Many CRM systems
provide marketing automation capabilities,
allowing you to create and manage targeted
marketing campaigns
 4. Customer Service and Support: CRM
software often includes features for managing
customer service and support interactions.
 5. Reporting and Analytics: CRM systems offer
reporting and analytics tools to gain insights
into sales performance, customer behavior, and
campaign effectiveness.
6. Integration Capabilities: CRM software can
integrate with other business systems such as
email clients, marketing automation tools, e-
commerce platforms, and customer service
software.
7. Mobile Access: Many CRM solutions offer
mobile apps or responsive interfaces, allowing
users to access CRM data on smartphones and
tablets.
 CRM software strategy:

1. Define CRM Objectives

2. Align CRM with Business Goals
3. Understand Customer Needs
4. Implement Data Quality Practices
5. Train and Empower Employees
6. Foster Cross-Departmental Collaboration
 Factor to consider when choosing CRM
software for your business

 1 business needs
 2 user experience
 3 integration
 Support and training
 CRM software is a powerful tool that can help
businesses of all types and size to improve
customer relation ships and achieve success.
THANK YOU
VERY MUCH!