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 last name of the contact. This field is mandatory.

3. ContactMechTypeID: Specifies the contact information type such as address, phone or email. 

Accounts

1. PartyGroupName*: Specify the name of Account holder. This field is mandatory.
2. ContactMechTypeId: Specifies the contact information type such as address, phone or email.

Customers

1. ForeName*: Specifies the first name of the contact. This field is mandatory.

2. MiddleInitial: Specifies the middle name (if any).

3. Surname: Specifies the last name of the contact. This field is mandatory

4. ContactMechTypeID: Specifies the contact information type such as address, phone or email.

 Level-1 : 

Level-2 :

Level-3 :

Customers

A customer is a contact who intends to make a purchase from the business. There are two primary kinds of customers, B2C and B2B. Each of them have their unique traits and need to be treated accordingly. In order to complete a transaction with a customer it is necessary for the company to have that customer's critical information such as name, billing address, shipping address etc.

A CRM offers a 360 degree view of the customer that goes beyond just displaying basic information such as their name and address. Being connected to the cloud, a CRM can connect various strands of information together to give you an advanced understanding of your customer.

Types Of Customers:

1. B2C

2. B2B

B2C Customer

A B2C customer is generally an individual customer, because of this a B2C customer has a much simpler profile when compared to a B2B customer. A B2C customer’s payment method is generally a credit card or cash on delivery, or an installment program. Generally a B2C customer ships to one address, rarely having more than one shipping address. They also, primarily, have the same billing and shipping address. The company may also provide a B2C self service portal for the B2C customer to use.

When creating a B2C customer, these are the critical fields:

• Name

• Phone

• E-mail

• Payment preference

• Shipping address

B2C Profile

Information of interest when viewing a profile:

• Order history

• Product reviews

• Customer journey

• Shopping lists

Diagrams

Level 1 : CSR

level 2 : CSR

Level 3 : CSR

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.

Following are the key fields :

Party Group Name: Specifies the name of the Account holder.

Party ID: Primary key to identify parties.

Fore Name: Specifies the first name of the lead.

Surname: Specifies the last name of the lead.

Contact Mech Type ID: Specifies the lead information type such as address, phone or email.

Lead Source: Primary source from where the lead came in contact with the company.

Contact List: A targeted group of specific people who are interested in your product.

Level-1:

Level-2:

Level-3: 

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.

Level-1:

Level-2:

Level-3:

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.

Level-1:

Level-2:

Level-3:

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: