customer relationship management

Enabling Sales Growth

Pipeline management
Do you want to grow your sales?

Do you wish to conduct a targeted promotional campaign ?

Do you like to engage with existing customers and up-sell/cross sell?

Do you want the supply chain and the retails to position your product to customers?

ARMS is a single window for all sales and marketing initiatives and solutions.

Customer relationship management (CRM) is an approach to managing a company's interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Its a tool to help the sales person perform better. Its an engine to achieve higher levels of customer satisfaction Its a solution for every organization's sales engine.

Why CRM is important ??

1. Client Management

Client Management
You can use a CRM tool to get greater insight on your client base, ponder the tactics needed for long-term profitability, and formulate better plans that impel your staff to break new operational ground. For example, if the software reveals that 80 percent of your customers are in the pharmaceutical sector, you could hire more salespeople with a medical or pharmacological background, or implement a training program to elevate your sales staff’s awareness of the pharmaceutical industry.

2.Profitability Tracking

This tool can also ease up the work of your accountants. They no longer need to worry about tracking every rupee of revenue and focusing on shipping costs, product discounts, and client returns. The software helps give a small business a speedy bookkeeping system and more accurate financial reporting, which are important processes in the corporate value chain. When corporate strategists talk about “value chain,” they are referring to the collection of tasks and tools that enable a business to grow sales, run efficient operations, and post positive results at the end of the year.

3. Regulatory Compliance

An effective client policy enables small business owners to automate some business processes that were previously manual. This is a winning approach in the long term, especially when it helps you comply with federal and state laws and industry standards. For example, you might not need to hire a team of compliance analysts to perform regulatory checks if you apply the correct settings to a CRM tool. You can instruct the tool to flag a high-risk client or generate the relevant documentation based on the client’s risk score.

4. Sales Strategy

As a small business owner, the last thing you want is to lose income by targeting the wrong customer segment, an indication for slender margins down the road. Client administration programs can provide you valuable intelligence about long-term sales trends, helping you adjust the existing corporate sales strategy and results tactics. For example, a five year analysis of your janitorial services company’s sales data shows that income from car manufacturers is in decline, while revenue derived from the higher education sector is on the rise. Based on these results, you may decide to target universities and colleges more aggressively and gradually pull back from the auto sector.

5. Customer Service Improvement

CRM can improve a company’s customer service practices, helping employees respond to clients’ queries quickly and effectively. For example, an entrepreneur can track customers’ complaints and see where and why the company is not performing well. The software can also provide insights into clients’ order trends, ensuring that personnel never mess up any order related questions in the future. Client management applications can give a small business operational superiority in key areas. This tool enables your company to understand what it takes to build an effective customer outreach policy and boost sales. Before selecting a customer tracking program, make sure it fits your company’s operating processes, industry, revenue cycle, and customer base.

What Are the Benefits of Using CRM for Your Business?

CRM benefits
CRM or Customer Relationship Management is a system which aims at improving the relationship with existing customers, finding new prospective customers, and winning back former customers. This system can be brought into effect with software which helps in collecting, organizing, and managing the customer information. Implementing a CRM strategy is advantageous to both small-scale and large-scale business ventures. If you want to find out what are the benefits of using CRM for your business, then read further to know the key points.

Improved Customer Relation

customer relationship
One of the prime benefits of using a CRM is obtaining better customer satisfaction. By using this strategy, all dealings involving servicing, marketing, and selling your products to your customers can be carried out in an organized and systematic way. You can also provide better services to customers through improved understanding of their issues and this in turn helps in increasing customer loyalty and decreasing customer agitation.In this way, you can also receive continuous feedback from your customers regarding your products and services. It is also possible that your customers recommend you to their acquaintances, when you provide efficient and satisfactory services.

Increase customer revenues

By using a CRM strategy for your business you will be able to increase the revenue of your company to a great extent. Using the data collected, you will be able to popularize marketing campaigns in a more effective way. With the help of CRM software, you can ensure that the product promotions reach a different and brand new set of customers, and not the ones who had already purchased your product, and thus effectively increase your customer revenue.

Maximize up selling and cross selling

sales
A CRM system allows up-selling which is the practice of giving customers premium products that fall in the same category of their purchase. The strategy also facilitates cross selling whic his the practice of offering complementary products to customers, on the basis of their previous purchases. This is done by interacting with the customers and getting an idea about their wants, needs, and patterns of purchase. The details thus obtained will be stored in a central database, which is accessible to all company executives. So, when an opportunity is spotted, the executives can promote their products to the customers, thus maximizing up-selling and cross selling.

Better internal communication

communication
Following a CRM strategy helps in building up better communication within the company. The sharing of customer data between different departments will enable you to work as a team. This is better than functioning as an isolated entity, as it will help in increasing the company’s profitability and enabling better service to customers.

Optimize marketing

With the help of CRM, you will be able to understand your customer needs and behavior, thereby allowing you to identify the correct time to market your product to the customers. CRM will also give you an idea about the most profitable customer groups, and by using this information you will be able to target similar prospective groups, at the right time. In this way, you will be able to optimize your marketing resources efficiently. You can also be ensured that you don’t waste your time on less profitable customer groups. CRM implementation – with ARMS As your CRM implementation team, it is important to prepare for the organizational challenges you may meet during the implementation
  • What does it involve of resources?
  • Do you need to make organizational changes?
  • What are the goals or benefits you expect to get out of the CRM system?
  • Do you want a cloud or a server solution?
When you implement a new IT system, the whole organization needs to be in sync. It has to be a combination of a set of official guidelines and personal involvement. A good project manager is essential and the way to success lies in good internal communication. A CRM system is not just technology; it is a strategy and a philosophy.

Our CRM roll-out methodology

1.Requirement Gathering- Need Analysis Phase

analysis
With the project kick off meeting, our consultants would spend time documenting your present business process and collect your process requirements. In this phase, we try and get familiar with your sales and marketing people and processes which would help us get the real needs from the CRM system. Needless to say, involvement of top management and stake holders would play a vital role in the success of the implementation. !

2. Solution Document Phase

solution
When you are implementing a new CRM system the most important document is the SOLUTION DOCUMENT.The Project Manager, who has the overall management and the mandate to run the project will be responsible and accountable in the preparation of a SD.. Every step that would be configured, customized or modified would refere back to the solution document and hence generally called as the blueprint document..

3. Development Checklist

Development
This document araises out of the solution blueprint.Here , we segregate the functions into configurable, customization, report related and work related components. A check list of all developments would be done and would be passed on to the configuration upon sign off from the customer.

4. Configuration Phase

Configuration
The actual development of the application happens in configuration phase. the required set ups, currency, business units, roles, report modifications, views, and many more product related activated are conducted.A beta system emerges out as a result for the developers to conduct test, upon satisfactory results, it would pass on to the customer CRM team to conduct the user acceptance test.

5. User Acceptance test

acceptance
The CRM team conducts multiple scenario test transactions on the application and reports errors, modifications, corrections. Change requests in terms of process changes are accepted in this phase. The user signs off upon successful completion of testing. We upload the existing data to the new application and keep the instance ready to GO-LIVE.

6. Training and GO-Live

training
Upon sign off on UAT, training schedules would be announced for all the roles and extensive hand holding in terms of data entry, navigation, conceptual linking and report reading would be demonstrated. Users can experience their role functions during the training. Upon training sign off, the Management can decide on a date and actually GO Live upon using the CRM tool to conduct LIVE transactions. Off site, online support and hand holding would be extended until the users become familiar and comfortable using the application.

CRM subscription

Zoho CRM

We work with one of the world’s top CRM service providers having this place firm in the leadership quadrant of CRM service providers. Our team of consultants have expertise on the products' features and add- ons provided and would make your initiative successful. Our professional approach to project implementation, configuration and support could facilitate adapting to the CRM environment. The training team would assist and document the methods of maintaining, creating and supporting the CRM implementation and would finally hand over the project to the customer.
zoho

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