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What are CRM Subsystems . Types & Functions
- 2. Basics
- 3. What is a Subsystem 3 A major subdivision or component of an information system consisting of information, information technology, and personnel that perform one or more specific functions. ➢ Each subsystem can run unique operations. ➢ All work is executed through Subsystems often as a part of an overall system. ➢ Can be scaled up to accommodate increasing number of users .
- 4. CRM The Functions & Subsystems 4 ➢Sales ➢Marketing ➢Service
- 6. Marketing Automation Subsystem Key Functions
- 7. Marketing Automation Why use it Helps identify potential customers, automating the process of nurturing those leads to sales-readiness. Allows effective targeting of customers with automated marketing messages across channels including email, websites, social media and text Can automate repetitive tasks such as email marketing, social media posting, and even ad campaigns Also provides a more personalized experience for the customers.
- 9. Marketing Automation Campaign Planning Process
- 10. Marketing Automation Key Features • Opt in / Permissions based marketing • Lead Management • Campaign Planning & execution • Response Management • Email Campaigns • Social Marketing • Real Time Alerts • Trigger Responses • Customized Templates • Personalized Messaging • Personalized workflows - helps drive qualified prospects to helpful content, resulting in warm leads
- 11. Marketing Automation Impact • Streamlined processes- reduce customer effort at every stage of the journey • Build custom landing pages • Integrated data and analytics for efficiency- Generate better leads. • Events & Promotions Management • Loyalty & retention Programmes
- 13. Marketing Automation Advantages • Nurturing leads. • Personalizing the customer journey. • Better data for smarter decisions. • Get sales and marketing on the same page. • Build a 360-degree view of your customers. • Enables one to one marketing & Personalisation • Faster Marketing Campaign Cycles • Marketing Budget optimization • Cross selling & Upselling • Reduce Campaign overheads • Increased Response Rate • Customer retention • Behavior Prediction • Customer Lifetime Value & profitability assessment
- 14. Marketing Automation Facilitating Multi Channel Marketing
- 17. CRM B2B Sales in Real Life 17
- 18. CRM Sales Force Automation – MS Dynamics 18
- 19. CRM Sales Force Automation – FMCG 19
- 20. CRM Sales Force Automation 20 Using Integrated Software to automate Business Tasks .e.g. - Inventory - Calendar - Forecasting - Lead Management
- 21. Sales Force Automation SugarCRM Demo 21
- 22. Sales Force Automation Key Components 22 SFA Customer Information Management Storage of Customer data Enabling access Lead Management Tracks customers, contacts, forecasting, activities, sales history and analytics.
- 23. Sales Force Automation Features 23 Customer Data management Basic individual demographic data , Preferences , decision making status , records of previous interactions , enables continuity of interactions Account Management Organisational level data , maps various individuals connected with one client account, their interactions, opportunities in that account. Opportunity Management aligned to Account and Contacts . Captures interactions , specific opportunity details, the sales person/ team working on it, potential of closing the opportunity, the stage the opportunity is in, competitive position and final outcomes.
- 24. Sales Force Automation Features-Lead management 24 Lead management Subset of opportunity management . Explores lead and qualifies it. Enables collation of leads from various sources and routing them to appropriate sales team member based on rules.
- 25. Sales Force Automation Lead Management 25
- 26. Sales Force Automation Features 26 Pipeline Management Captures the status of the various leads and opportunities through the Organisation’s sales processes. Sales Forecasting Predicting revenue inflows based on pipeline, prospect and deals closed. Reporting Tools Enable real time updates , customized as per requirements . Often Web enabled for easy access. Collates and reports data pulled in from various sources viz Finance , Customer data repository , SFA applications etc. to deliver unified reports.
- 27. Sales Force Automation Features 27 Knowledge management Tools Allows individuals to access the organisational knowledge bank and data built over time by the Organisation , thus enabling a better understanding by the sales person.. Workflow Management Standard processes designed for faster customer onboarding and fulfillment while implementing a standardized procedure throughout the organisation. Proposal & Quote Management Enables Proposal creation and quotes to be pitched to the customers. Tracks Proposal evolution, pitch and quote status etc.
- 28. Sales Force Automation Features 28 Territory Management Facilitates creation of sales territories on the basis of data, evaluate their performance and modify them as required in an evolving scenario. Billing & Order tracking Customer orders , invoicing & payments Enabling Mobility Helps Sales Team easily complete the Task & Work on the Go
- 29. Sales Force Automation Features 29 Enables Integration With Other Service & Marketing modules Competitor Management Create a repository of information learned about the competition on the Competitors form in order to develop trend analysis as to what types of opportunities are won and lost.
- 30. Sales Force Automation Workflow Management e.g- FMCG 30
- 31. Sales Force Automation Benefits Boost Sales Productivity. Increase sales efficiency Drive higher user adoption Customer Care enabler Discover Opportunities Reduce Response Time Data collection & records Minimizes Human error Team Management
- 32. Sales Force Automation Advantages Cost reduction Improved Sales Processes Customer data & Single view Added sales channels Sales force mobility Increased loyalty Offer guided, relevant recommendations
- 33. Sales Force Automation Disadvantages Steep learning curve Expense involved Time consuming exercise Data Loss Risk Loss of Personal touch Needs Orgn Systems & Processes
- 34. Sales Force Automation Difference Between SFA & CRM
- 35. Sales Force Automation Lead Management & Direct Sales Process- Pega demo
- 37. Service Automation Definition The Process that works as a supporting system for the employees to achieve their work related objectives
- 38. Customer Service What do they do
- 39. Service Automation Key Components ✓Contact Management ✓Contact Information centers ✓Contact Centers ✓Help Desks ✓Field Service ✓Web based Customer self service
- 40. Service Automation MS Dynamics 365
- 41. Contact Management Features & Benefits • Software that allows you to track prospect, customer, and vendor contact information and communication. • Helps with Enhanced Data Management • Boosts Productivity • Improves Customer Satisfaction • Facilitates free information flow through the organisation • Helps develop personalized interaction with customers • Assembles development reports and insights • Cost Control
- 42. Contact Management Service Process Flow 42
- 44. Service Automation Customer Contact Centre Vs Customer Interaction Centre • Mediums - In addition to Telephones , internet , text , email etc. are all used. • Functionality – a CIC works with a centralized database updated in tandem with sales & marketing teams. • Proactive / Outbound instead of inbound .
- 45. Service Automation Key Benefits • Enhanced service processes • Enhanced productivity. • Improved customer experience.
- 46. Service Automation Key Functionalities Activity management Agent management Case management Customer self-service Email Response Management System Scheduling Inbound Communication Management Outbound Communication Management Job management
- 47. Service Automation Use Case- Insurance
- 48. Service Automation Key Challenges • Lack of Real time Monitoring • Technical issues • Poor IVR designs • Network dependency • Integration issues • Implementation issues
- 49. Customer Relationship Management CEC 5 – 18 /01/2024- Group Project 49 Please create a Group of 5-6 people –list to be shared with me by 10.01.2024 via CR • Analyze any of the CRM Systems from the list below & Present your findings to the Class • Salesforce • CRMNext • Oracle • Hubspot • MS Dynamics • Zoho • The analyses should be of the Salesforce module offered by these CRM Cos from the perspective of a B2B Sales or a FMCG company. • Time allotted 15 mins. 5 mins for Q & A. Extra marks for Class interaction .