Customer Relationship Management Software – CRM
Key Account Management
Key accounts are real assets for any business and they need to be managed well in order to achieve repeat business. Tracking of Accounts, Locations and keeping in touch with the Contacts is achieved through this module in Customer Relationship Management.
A contact can be a decision maker or an influencer. He can be pro company or pro competition. In both these cases, a constant communication channel with the contacts and updating them on the products and the commercials, is very essential in Customer Relationship Management.
Timely tracking of opportunity for a customer and a product line is important for business. The Regular followup by Sales Executive, Constant support by product and commercial teams and timely intervention by senior management is a must to win any opportunity. The follow-up reporting mechanism is flexible and can be fine tuned as per the requirement of an organization.
Providing quotations is an important step of Opportunity progression.Once an initial quotation is given for the products, pricing and taxation structure, the subsequent negotiation rounds need be enabled by the system tracking of multiple version of quotations is a must which can give major insights in the initial pitching and associated products.
Every organization has its unique way to handle Tenders. Timely and Productive collaboration amongst stakeholders like Branch Sales Executive, Branch/region Manager, Product manager, Purchase manager, Finance and Compliance, Legal and Senior management of the organization is enabled improving Tender wins.
Based on the opportunity funnel, likely closure dates and success probabilities, system can report the projected revenue for the organization on monthly/quarterly or yearly basis. Forecasted vs Actual revenue tracking reflects on forecasting accuracy and corrective coefficients.
Travel planning should be well thought-off process where the route plans can be linked to important accounts to maintain customer connect. This plan can be fine-tuned as per the suggestion of superiors and sales priorities. The Travel planning is integrated with the working calendars of the sales teams.
The planned and unplanned expenses of the sales team are recorded in the system and necessary approvals are obtained. The travel bills, hotel stay bills, expense bills can be attached to the expense records for easy reconciliation. The expenses incurred can also be attributed to primary or secondary customers to determine the CAC.
The project items have a complex delivery structure and the payment is often linked to various delivery milestones. These modules help to sequence the delivery activities optimally, allot resource, gain real time visibility, ensure timely corrections, achieve milestones and trigger invoicing.
Collection of outstanding amount is often and iterative process. This module is linked with the backend system to reflect outstanding amount as per the books. The sales executive is reminded about the collection at certain frequency, his progress is tracked in the system and approved by his seniors, ensuring timely payment from the customer.
Service call Management
The calls and complaints received from customers need timely and complete resolution. Customer satisfaction greatly depends on the responsiveness of the organization. The calls can be entered, allocated to service executives, their visits are updated, necessary material/labour cost is recorded, commercial aspect is handled, call gets closed and accepted improving the speed and completeness of call resolution.
The field sales team needs access to updated information about product and commercials. Person to Person communication and getting this information over emails is often time consuming and error-prone. The central knowledge base gives a controlled access to the sales team about product brochures, sales kits and costing templates for better customer response.