Customer Relation Management System

1. Customer Relation Management System SARA Infotech (P) Ltd. Bombay, India.

2. Modules • Marketing Management • Sales Management • Customer Feedback & Complaint • Sales Force Automation • Field service • Customer Communication • Customer Training

3. CRM cont.. • Partner Relationship management • Opinion Leaders Relationship management • Employee Relationship management • Project management • Customer Communication • Sales Order Management • Dispatch & Invoicing • Accounts Receivable

4. Marketing management • Marketing Strategies • Campaigns • Sales Stages • Training of Telesales • Training of Sales Rep • Advertisements • List of Prospects • Marketing Encyclopedia

5. Marketing Encyclopedia • Customer/Prospect Profile • Products/Product Lines • Price List • Discount Structure • Training Material for Telesales • Telesales Script • Training Material for Sales Rep • Sales Rep Script • Competitors Profile • Competitor’s products

6. Marketing Encyclopedia(Cont.) • Comparison of Company products with Competitors • Customer Decision Issues • Corporate Presentations • Sales Presentations • Brouchers • Proposals Template • Company/Competitors Literature • Customer Testimonials

7. Customer/Prospect Profile • Customer Database including Name, Addresses & Contact Persons • Contact Person Name, address, Family Background, spouse detail, Marriage Anniversary, Habit Details – Likes & Dislikes • Customer Lines of Business • Decision Makers • Product Manufactured By Customer • Product Sold By Customer

8. Customer Profile(Cont.) • Product Purchased By Customer • Suppliers & Customers of the customer • Our market share • Customer turnover(Local, Export)

9. Sales Management • Sales Strategy • Sales Organization • Sales Training • Prospecting • Working and closing the Sales

10. Prospecting • Identify leads • Qualify Leads • Use Telesales script • Generate Sales opportunity

11. Working the Sales • Meeting Decision Makers • Establish need • Resolve Decision issues • Demonstrate Product • Deliver Presentation • Deliver Proposals • Deliver Quote • Negotiate Terms • Obtain Legal Approval • Deliver Contract

12. Customer Feedback & Complaints • Customer Feedback Category • Customer Feedback Subcategory • Customer Feedback Group • Customer Feedback Statistics • Customer Feedback Details • Customer Complaint Details • Customer Complaint linkage with invoice number & Lab test

13. Customer Feedback & Complaints (Cont.) • First Response and Final Settlement of the customer Complaint • Corrective Actions to be taken • Effect Of Customer Complaint e.g. price reduction, claim paid, loss of business, loss of customer • Online inquiry on customer complaint and their redressal

14. Sales Force Automation • Online Inquiry of Customer Profile their pending orders, outstanding details through internet connection • Booking Orders on Hand Held Device • Entry of Customer visit on hand held device • Uploading of records of Visits, Orders Booked, Payment Received, customer complaint etc. from hand held device to the main server in the head office via internet

15. Field Service • Service Center s • Service Center Stores • Maintenance Contract Type • Customer Maintenance Contract • Service Person Tool s • Service Person Spares Store • Maintenance Call • Assigned Technician/Engineer To Call • Provide Spare Machine

16. Field Service (Cont.) • Send Machine for Repair • Request for Spares • Purchase Requitions For Local Purchase • Receipts From Central Store • Goods Received Report

17. Customer Communications • Customer communication Received by Telephone, Fax, E-mail, letter etc • Communication sent by Telephone, Fax, E-mail, letter etc. • Meeting Type Details • Meeting held Details, person attended from our side, by customer side, discussion held • Action plan by us, action plan by Customer

18. Customer Training • Customer Training type e.g. our product, proper usage of product ,safety precautions etc. • Training Needs • Training Programs • Training Schedule • Training Calendar • Training Faculty • Training Cost • Training Feedback • Participant’s Feedback • Instructor's Feedback • Training Budget

19. Customer Communications • Customer communication Received by Telephone, Fax, E-mail, letter etc • Communication sent by Telephone, Fax, E-mail, letter etc. • Meeting Type Details • Meeting held Details, person attended from our side, by customer side, discussion held • Action plan by us, action plan by Customer

20. Sales,Invoicing • Quotation • Sales Contract • Customer Specification • Sales Order,LC • Packing Reference • Delivery Order • Sales Invoice

21. Sales,Invoicing(Cont.) • Misc. Invoice • Material Return Note • Pre shipment/Post Shipment Documentation • Customer Credit Limit • Finished Goods Stock Statement • Finished Goods Aging Analysis

22. Sales,Invoicing Cont. • Matching of Stock with Customer Specification • Sales Analysis (Country,Item,Sales Agent,Sales Man) • Sales Realization • Sales Performance • Non Moving Customers • Sales Agents Commission

23. Account Receivable •   Sales/Service Invoice •   Credit terms •    Sales Return •   Debit/Credit note •   Receipt of Payments •   Receipts falling Due •   Post dated cheque •   Aging Analysis •   Reminder (Dunning) Letter •   Interest Loss Due to Late Receipts •   Customer Worthiness