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CRM of OfFice Work - Office Prepresention of the world
- 2. 1.CRM MEANING: • CRM (Customer Relationship Management) is a data-driven solution to manage, track, and store customer information. • It provides centralized access to customer insights for sales, marketing, and service teams. • Without CRM, businesses risk missing growth opportunities and losing potential revenue. • Modern CRM platforms use AI and automation to enhance customer relationships and drive efficiency. • Example: Tata Capital uses Microsoft Dynamics 365 CRM to streamline customer onboarding, enhance lead management, and deliver personalized financial solutions—resulting in improved customer satisfaction and operational efficiency.
- 3. 2. WHAT DOES CRM DO? • Unifies customer data from emails, calls, websites, social media, and service tickets into a single profile. • Replaces outdated, siloed methods like spreadsheets and disconnected systems. • Integrates with tools like chat apps and document-sharing platforms for seamless collaboration. • Automates tasks and delivers AI-powered insights to improve decision- making. • Empowers teams—sales, marketing, service—with real-time access to crucial customer information.
- 4. 3. CRM FEATURES: • Centralized Database - Stores all customer data in one place—easy access and updates for all teams. • Sales Tracking - Tracks customer interactions, sales activities, and forecasts revenue accurately. • Automation - Automates tasks like follow-up emails and data entry—saving time and reducing errors. • Customer Segmentation - Categorizes customers based on criteria like location, industry, or behavior—enabling targeted marketing. • AI Capabilities - Uses AI to analyze behavior, predict trends, and suggest ways to boost engagement. • Reporting & Analytics- Provides data-driven insights through reports on sales, marketing, and customer activity.
- 5. 4. CRM BENEFITS: • Boosts Sales and Lead Management - Tracks leads through the sales funnel, providing actionable insights and improving sales team efficiency. • Improves Real-Time Decision Making - Delivers up-to-date performance data and pipeline visibility to quickly address bottlenecks and close deals faster. • Enhances Productivity with Automation - Automates repetitive tasks like email campaigns, quotes, and follow-ups—freeing up time for strategic work. • Strengthens Customer Engagement - Connects across channels (email, chat, social, etc.) and captures customer behavior to build trust and loyalty. • Drives Growth with AI Insights - Uses predictive analytics and personalized recommendations to anticipate customer needs and plan next steps.
- 6. 5. REASONS TO IMPLEMENT CRM: • Identify & Engage the Right Customers - Use predictive insights to attract high-potential leads and convert them into loyal customers. • Enhance Customer Interactions - Access complete customer histories to offer personalized, attentive service at every touchpoint. • Track the Entire Customer Journey - Monitor where each customer is in the sales lifecycle to target the right campaigns and opportunities. • Increase Team Productivity - Streamline processes and improve visibility— enabling teams to focus on value-driven tasks. • Make Smarter Decisions with AI - Leverage AI and analytics to predict customer behavior and optimize engagement strategies.
- 7. 6. HOW CAN A CRM HELP YOUR COMPANY: • Supports Growth at Any Scale - CRM adapts to both small businesses and large enterprises, supporting expansion and evolving needs. • Improves Efficiency with Automation - Automates repetitive tasks, streamlines sales processes, and enhances team productivity. • Boosts Decision-Making with Data Insights - Centralizes customer data for real- time visibility and smarter business decisions. • Real-Time Example – Mahindra & Mahindra Ltd. • Challenge: Fragmented dealer network and inefficient customer service tracking. • Solution: Adopted Microsoft Dynamics 365 CRM to centralize customer data and integrate dealer management systems. • Impact: Streamlined customer service and dealer communication, improving engagement and productivity across India.
- 8. 7. GETTING STARTED: 1. Identify Your Goals - Define your objectives (e.g., improving communication, tracking sales, or team collaboration). 2. Get Team Buy-In - Ensure all teams (sales, marketing, service) are aligned and trained on using the CRM. 3. Start with the Basics - Enter existing data, set up sales pipelines, and automate routine tasks.
- 9. THANK YOU For Your Attention and Cooperation