Chintya Widyaning P.U - Soal & Jawaban Tentang CRM

TUGAS 6 - CRM CHINTYA WIDYANING PUTRI UTAMI

QUESTIONS 1.What is CRM? 2. What sort of sales management functionality can a CRM system offer? 3. What are the most important modules in CRM? 4. What is meant under Marketing Automation? 5. Why are companies interested in CRM? 6. When should I start tracking my customers’ activities? 7. What applications and resources do you want to link to CRM? 8. What are the most common mistakes you see companies make with CRM? 9. What industries CRM is used in? 10. What type of organizations can benefit from CRM? 11. Why is it important to use CRM software? 12. What type of processes do you need to manage in CRM? 13. How to measure customer satisfaction across various touch points? 14. What is the difference between CRM and ERP? 15. Can CRM be integrated with ERP? 16. How does the CRM integrate with my existing and future technology? 17. Is CRM software difficult to set up? 18. How is CRM changing and what does the business owner need to be aware of? 19. What are the ways of implementing a CRM solution? 20. Can the CRM system easily integrate with other sources of customer data?

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ANSWER 1. CRM stands for Customer Relationship Management. It is a software system that is used to effectively manage the sales process, track customer interactions, store information about customers (including purchase history, revenue generated, up-selling and cross-selling opportunities, etc.), and ultimately strengthen relations with customers. CRM, however, is not just about software systems. It is a philosophy for interacting with your clients to make sure that they are happy and that they keep coming back to use your products and services. 2. A CRM system can support our sales team at every stage of the sales cycle, from leads to customer management. Below are a few use cases: • • • • •

View and manage account activity and communications Use reports to forecast sales, measure business activity, identify trends Qualify leads and track prospective customers Centralize customer data Access, update, and share information across teams and departments.

3. The main modules of a CRM system may include:  Marketing  Sales  Service Desk  Inventory 4. Marketing Automation can be described as event-based trigger marketing that is used to launch messaging and offer presentations to customers at particular points in time. CRM helps not only trigger the communications, but also measure the results. 5.

Companies are interested in CRM because they recognize that the customer is their primary strategic asset and thus seek to better understand the behavior and needs of that customer and therefore enhance their relationship.

6. This is best to start doing before they actually become your customers. This will help you maximize the ROI and retain each customer. 7. Most CRM systems integrate with Microsoft Office applications but the level of this functionality can differ widely especially when it comes to Outlook. Beyond MS Office applications you might also need to connect CRM with other resources including: • Your website to import new enquiries and leads • Accounting software to share customer financial data or to automate order processing • Other back-offer databases • An online web-portal so customers can make service requests & get status updates • A phone system for automated dialing & call recognition • Other applications including e-marketing software, card scanners & SharePoint

This may involve additional cost to achieve the integration you need through development work or add-on solutions but you still need to be sure that these options existing for your chosen your CRM platform.Again, entry-level CRM systems like ACT! offer limited capacity for integration whereas Microsoft Dynamics CRM have greater flexibility to connect with other database sources and applications. 8. Many organizations use Outlook BCM or Excel for managing their contacts, which offer no planning or setup process -- just create a column or type in a field and get started. This causes problems when information is related and the flexible aspects of the previous solution are overlooked. There are real benefits that won't happen without understanding the new vernacular; the specific way the new solution describes the data. For example, an "account" in Sales force may not be the same as an "account" in Highrise. In fact, it might have another name altogether, such as "company." Understanding how the particular vendor uses "leads" or "opportunities" will help to avoid a great deal of frustration. 9. CRM systems are successfully used by many different industries, including financial services, high-tech, manufacturing, media, fashion & boutiques, startups, as well as governmental organizations, non-profits and more. 10. The audience of CRM users is growing. With the availability of advanced CRM capabilities, many organizations are taking advantage of the functionality it may offer, including small and medium-sized companies, corporations, associations, internet-based retailers, fund-raising organizations and others – all of which want more data-driven, personal interactions with their customers, followers, associates, sponsors, donators, etc. 11. Customer satisfaction is a key element of customer loyalty. Loyal and satisfied customers become long-term customers and your best advocates. Further, word of mouth recommendations create the most persuasive marketing for your company. Nowadays, when negative customer feedback propagates quickly to online reviews and blogs, customer service cannot be overlooked. 12. Essentially, all CRM systems are designed to help businesses manage their relationships with people and companies, track sales and organize daily tasks. But what about the other processes you need to manage? This could include managing a diversity of entities like: Events, Projects, Jobs, Products, Applications, Medical records and Property. If you do need to manage a mix of processes and relationship types, now or in a subsequent phase of your CRM project, this will rule out some contact centric packages at the lower end of the market. This is another defining difference between ACT! and Microsoft Dynamics CRM. 13. Customer satisfaction levels can be regularly tracked through surveys and call reviews. Measuring customer satisfaction can provide you with insights into the voice of the customer but also offers insights that will help you improve key performance metrics. 14. CRM and ERP are often used together, though have different purposes. CRM combines Marketing, Sales, Contact Management, and Customer Support. ERP stands for Enterprise Resource Planning. ERP systems help standardize and streamline numerous business processes

across manufacturing, procurement, services, sales, finance, HR management, etc. ERP software is mostly used by larger, established companies. 15. Yes. Although some CRM solutions are used as separate applications, they can be integrated with ERP, wherein data can be shared between the ERP and CRM systems. 16. Beyond existing systems and software is the question of the future. Open architectures and application programming interface (API) accessibility are the best way to ensure that your CRM system not only fits what you have now, but also remains viable for the future within an everchanging technology landscape. 17. Cloud-based software should cause less difficulty, since suppliers of such systems are responsible for its proper functioning. (This is one of the reasons why the popularity of cloud computing is growing at an exponential rate.) If you have opted for an on-premise system, you are supposed to invest more efforts in making your software up and running. In case your IT staff is not qualified enough, you might even run into the necessity of inviting a consultant who knows the software well and can help you get the best configuration for your business. 18. At the heart of CRM is the benefit of having the customer record at the center of the data universe rather than multiple galaxies of transactions held in separate, transaction-specific apps. So the innovation lies in new and improved visibility for putting information to use in intelligent decision making. Companies that used to serve 100 are serving 10,000, and with this kind of scaling, better top-level tools and custom dashboards are where I see CRM continuing to morph and advance. 19. Discuss with your potential provider how you intend to implement the CRM solution. In some cases it might be more effective to roll out the system in stages with different departments coming on at separate times. For some organizations, on the other hand, it might be easier to roll out software company-wide from the start. Ensure that the development cycle of the project fits in with your particular needs and expectations. A fast development cycle can increase costs as well as the risk of errors and problems. Alternatively, a longer development time gives more room to properly test and debug the system. 20. Your CRM must have an architecture that ensures robust integration to vital customer information stored in financial, ERP, and other possible systems. Some integrations might be read-only, while others may require a one-way or two-way data synchronization. Make sure your CRM vendor can offer different types of integration. Sumber :     

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