Customer Relationship Management System

Explain me CRM (Customer relationship management) in a simple process?

Can some one explain me the process of CRM flow. How the sales person starts the CRM and brings to the level of customer. My search for the same in google give me huge topics like CRM implementation and so on. I just want to know the steps that a sales person will be performing. Also please let me know the terminologies used in between the journey from Prospects to customer, (e.g oppurtunities, lead). I am trying to put a presentation and requirement for CRM to be built inhouse. Thank in advance

Public Comments

1. CRM : Customer Relationship Management 1. Find Target Customer - Customer 2. Behave in friendly manner - Relationship 3. Tell your products utility for that one.- Management simple.........
2. identify the customer-check who is who- check company reputation & credibility-target the the right person-know his name-his powers-prepare well- take an appointment-be on time-introduce yourself-present your company first-present the product-inform merits of your product-tell who others are buying (tell only big name)- appreciate their company, its products and quality (in brief)- ask their consumption-know from whom they are buying presently and at what price- submit your quotation and sample- ask them to test- assure them of excellent service-leave a small gift having your company logo- follow up. 100% sure you get first order. Then-make prompt supplies-after first supply go personally how they feel about your product- again assure good service from you-get second order. follow it . You are rest assured he became your best Customer. Beware , any point of time, do not discuss about their competitors or yours. I have not referred this from any book. It is because of nearly 28 years of my personal experience.
3. I see two questions 1) CRM from Sales person point of view. The process of identifying, segmenting and targeting and finally desfining a strategy to deal with each segment of customers and market to them your products. All these process come under CRM. For a sales guy, everything starts of with a "COLD CALL". This is the first point of contact between your org and customer. Necessarily u dont market at first shot. you expalin ur company and products, try to gather the requirements if the customer is intrested. Then you make a proposal . This is known as sales lead. A lead may or may not tyrn into a sale. In long term sales person needs to segment thier customer based on criteria that they feel is important to turn leads to sales. Once u segment u got to design precise startegy and marketing prog. that is unique for each of the group. Sometimes u dont bother to look into least prospective customers. T2) Building CRM inhouse: Then the marketing people got to look interms of numbers like Present value of future cashflows for each segment over a period of time etc...such kind of calculations are made to design a strategy to get more and more business out of ur present customer.