Sales Force Automation (SFA)
This is a technique of using software to automate the business tasks of
sales, including order processing, contact management, information
sharing, inventory monitoring and control, order tracking, customer
management, sales f
1. Easy interaction between customers and company,
enhancing quick response to customer request and
2. Easy access to information about company like content
of customization, advantage of the company, benefits
3. Abundant of
Why teams are important?
-Flexible and responsive to changing environment
-Quick assemble, deploy, refocus, and disband
-Sharing the job (responsibility)
Group vs Team
- Work group interact primarily t
1874 Alexander Graham Bell discovered telephone.
By 1880the number of phones in use was 133,000 and
began a new age pf communication
First ever 24 hour call center was inbound customer
service and sales center set up by Pan American World
Airlines in 1956
Customer Relationship Management
Dr. Sandeep Kumar Mohanty
You can please some of the people most of the
time and most of the people some of the time, but
you cannot please all the people all of the time
Whats Your Customer Sensitivity Quotient?
Do you know what percentage of your customers you keep each year?
Do you know what percentage of your customers you lose each year?
Do you know the top three reasons your customers leave?
Do you kno
CRM CHALLENGES AND FUTURE TRENDS
Rise of information systems and communication systems
Challenge of real time marketing
Challenge of touching every customer in varied locations
Major Challenges of CRM
1. Defining Clear Objectives
2. Appointing a Core CRM
Based on quick and accurate knowledge about customers
Takes directional goals from business strategy and revisits the marketing
strategy to customize
1. Segment the customers
2. Assess the stage of the customer base (thi
CRM BUILDING BLOCKS
Execution of enterprise level CRM is not easy.
It requires broad level vision and leadership to drive.
Executive level Enterprise -Whole business-Strategic Approach
Organization must initiate certain things like:
On the basis of business process automation, analysis of
operational data, customer interaction software, CRM can
be following type.
It involves areas where direct customer