Overview

Customer Relationship Management (CRM) is an approach to actively track and manage customer information and simplify repetitive tasks. The objective is to create and enhance business associations with customers.

 Key elements of CRM framework are: 

1. Adaptable security access permissions and utilizing consent based access to information.

2. Tracking partners and product support.

3. Effectively stores customer information and aids in tracking marketing efforts successfully. It additionally stores prospects information and helps in accomplishing targets. 

4. It helps in recording and breaking down customer behavior trends or to comprehend which moves should be made to enhance a client relationship.

Business Purpose

Customer Relationship Management (CRM) encourages organizations to know customer conduct and enhance their business operations to make a point to serve customers in an ideal way. CRM causes a business to recognize customer esteem and benefit from enhancing the customer relations. It is essential to comprehend your customers to be receptive to their requirements. In this manner, you can update your promoting and advertising endeavors successfully. You would thus be able to be guaranteed that you don't squander your shot on less gainful client gatherings.

Activity Diagrams

Customer, Account and Contact Management

The relationships cultivated with customers/contacts are directly proportional to the success of a business. CRM offers a centralized repository of customer data that helps to identify, assist and understand the clients. So that you never lose an opportunity due to data insufficiency.

Following are the key fields :

Contacts

1. ForeName*: Specify the first name of the contact. This field is mandatory.
   
2. Surname*: Specify the first name of the contact. This field is mandatory.

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Lead Management

Lead is a new inquiry that comes directly to a company as a part of a campaign/trade show/direct mail, through personal referrals, etc. and could form the basis for future deals.

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Event Management

An Event is an action which has the highest possible effect to achieve sales goals. It is an empowering strategy of identifying, administering and measuring sales activities to direct the business and improve efficiency and results.

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Sales Forecast

Sales Forecasting refers to roughly estimating future sales. In other words, It is a process of estimating sales that a company expects within a specific period. It helps a company to speculate short-term and long-term performance.

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Opportunity Management

The opportunity is a deal that you have the possibility to close. Opportunity management offers a systematic approach to manage opportunities and activities performed with them. We can track who are we selling to and what is the expected revenue to close.

Following are the key fields :

1. Name: There’s a standard naming convention that most people use to get more information from the name only and that’s the company name dash what are you selling.
   
2. Probability: It’s a percentage field. It’s your possibility that you are going to close that deal.
3. Estimated Amount: Opportunity worth from a revenue standpoint.
4. Close Date: Best guess on when that deal is going to close.
5. Lead, Lead Source, Marketing Campaign: Couple of fields that get set when you come out of Lead Conversion. So, when you convert that Lead, there are some fields that are set on the Opportunity that you need to know about.
6. Initial Stage: It’s a picklist field that shows the current stage of opportunity and defines your business processes.
   
7. Next Step: What will be the next activity after creating the opportunity.
8. Next Step Date: When will the next step be executed.

Level-1: