CRM
The term CRM stands for Customer Relationship Management which is a comprehensive way to manage a company’s relationships with its customers, including potential ones, for long-lasting mutual benefit. CRM effectively captures customer data in a way which serves customer-facing end users to service those customers more effectively and efficiently. The end result of CRM is to cost-effectively acquire, nurture, and retain good customers. An effective CRM system seamlessly manages the company’s contacts and customer activities, enforces their business strategy with technology to consistently meet customer needs, helps the company maintain a single 360-degree view of its customers, and personalizes new and ongoing customer interactions.
Basically, a CRM system streamlines a company’s business procedures by automating them. CRM ensures that sales, marketing, and support efforts all work towards a common goal taking the company’s business strategy to a whole new level of success.
Sales & Marketing
In this sphere, a CRM solution lets you generate more leads with effective marketing campaigns, optimizes lead management, converts leads into customers and analyzes the sales pipeline, to see what’s working and what’s not.
Activity Management
An effective CRM solution lets the company view all its customer transactions, respond confidently to customer calls or emails, capture important information about customer interactions, and manage daily tasks and follow-up activities.
Service & Support
An effective CRM solution helps to collect customer support requests from various channels, and leverages the best solution possible to customer problems using knowledge management.
Apart from these, Task Management is another important aspect of CRM which includes planning, testing, tracking and reporting all aspects of a task including its status, priority, time, assignment of human and financial resources for the task and so on.
Shyam Steel Industries Limited has settled for a SAP CRM process to reap the best benefits of these processes and support its core business procedures. Areas where this implementation has taken place include Lead Management, Accounts and Contacts Management, Activity and Opportunity Management, Quotation and Order Management, Sales Planning and Forecasting, Marketing Analytics, and Marketing Resource Management.
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