CRM Training

What is CRM?

CRM is an acronym that stands for Customer Relationship Management. It describes the strategy that a company uses to handle customer interactions. One example of a common CRM strategy is the rewards card program offered by many supermarkets. The store gives its customers a free card that gives them access to special deals and discounts when they swipe the card during checkout. But that card also tracks everything the customer buys and allows the store to create an extremely detailed customer profile based on his or her purchasing habits. Armed with that information, the store can then offer its customers targeted coupons and other programs that will motivate its customers to buy more products from that store. CRM software can help by storing all this information in an easy-access format. With a typical CRM program, new leads are entered into the program's database and salespeople add notes throughout the sales cycle. It's then easy for a company to compile reports from this data that help it to design a CRM strategy that's tailored to its customers.


The CRM software can also automatically send out emails to individual customers as designated by the salesperson. Typical CRM software will allow you to track and organize its contacts with its current and prospective customers. The software allows your employees to store information about customers and customer interactions which then can be accessed by employees in different departments within your company. CRM software has been popular over the last twenty years and a number of software packages have been popular during that time. Siebel Systems was founded by Thomas Siebel back in 1993 and developed popular Sales Force Automation and CRM packages. In 2002, Siebel controlled 45% of the CRM market and in 2005 it was purchased by Oracle.

Overview and Introduction

  • Foundation and Architecture of CRM
  • Objectives of CRM CRM for industries
  • CRM Pre Sale
  • CRM Post SaLe
  • CRM Marketing

CRM Basic Data & Customizing Setting

  • Business Partner
  • Business Partner Categories
  • Number Ranges & Groupings
  • Organization Model
  • Territory Management
  • Product Master CRM Business Transaction

Opportunity Management

  • Define Sales Cycle
  • Define Phases
  • Define Analysis Phases

Status Management

Partner Processing / Partner Determination

Activity Management

External List Management

Personalized Mail / Form

Allocation Planning

Lead Management

  • Lead Groups
  • Lead Origins
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