CRM Assignment

Name : Hardik Shah
Class : TYBMS
Roll. No : MS2021070
Q. How a CRM system can be used in the SALES PROCESS

Ans Benefits of using CRM in the Sales Process
 Improve the speed, of communication and sales process.

 Increase sales efficiency through Wireless and internet based order entry.
 Improve entire sales force by capturing, distributing the success and expertise of
highest performers.
 Increase revenue per visit by focusing on growing best accounts.
 Repetitive sales to existing customers due to customer satisfaction.
Usage of CRM in Sales Process
Sales Process consists of the Following Steps

 Qualifying Leads
 Identifying the stakeholders
 Finding the Opportunity
 Closing the Deal
 Customer satisfaction
Description about the above points is given below
Qualifying Lead:
The process of deciding if a lead is a “good” lead or not is called lead qualification. Lead
qualification through CRM helps you find the best quality leads, fast. Sales teams need
to consistently uncover the right information to get the right leads to progress to the
next stage quickly. CRM helps automate the lead qualification process. It offers powerful
tools for managing, qualifying, and routing leads. It can also handle grading and scoring
of leads before passing leads into your system.
Identifying the stakeholder:
Customers are one of most important type of stakeholders. They hold the key to the
value in the company and in fact, the company itself. Stakeholder identification is the
key to sales success. Converting potential leads into stakeholders and CRM helps us with
this step. Communication and need identification process is eased by CRM solutions.
Proactive communication also helps build relationships with customer and helps
converting them into valuable stakeholders of the company. Running a successful CRM
project requires a high degree of stakeholder management. For projects to be
successful, it is vital to understand the stakeholder’s values and issues, in order to
address them and keep everyone on board for the duration of the project.
Finding the Opportunity:

CRM helps sales people to segment data and identify valuable opportunities via criteria
based selections. This prevents you from hours of cutting and pasting from various
documents, or surfing in the disorganized lists of data. By understanding your customers
better, cross-selling and up-selling opportunities become clear – giving you the chance
to win new business from existing customers. Happy customers are likely to become
repeat customers, and repeat customers spend more.
Closing Deal:
CRM software isn’t just used to store customer information. It’s also an advanced
reporting tool that sales teams can use to track sales performance and adjust their
tactics, when necessary. Manually maintaining the data necessary to track and pursue
deals is grating, time-consuming, and ultimately hinders your ability to close deals.
CRMs expedite that process through the power of automation. The best thing it does is
it simplifies your sales process. It also helps in analyzing your sales team’s performance
which helps in further improvization.
Customer Satisfaction
CRM plays an important role in driving customer satisfaction. Satisfied customers are
profitable to a firm not only because they are likely to make repeat purchases but also
because they promote the firm through words of mouth. Thus, CRM improves the firm’s
market share by bringing in more customers. CRM prescribes that in order to satisfy the
customers, first of all it is important to understand the customers. No firm can ever
cater to all the customers satisfactorily so identification of target market is a pre-
requisite. Adequate solution given to the customer results in customer delight and
ultimately in the success of the company
Example
Adria is a professional publication in the field of safety and security for the Adriatic
region. Adria serves both businesses and consumers, and is tasked with managing a
large customer database that only grows with every new event.
For over a decade the company managed client information—personal details,
magazine subscriptions, etc. in an Access database. Although the tool provided a
repository for client data, it did not add value to business, and proved difficult to
maintain across the company.
When the team at Adria first experienced CRM, they were thrilled at the whole range of
features and capabilities that’d advance their former ways of customer management. A
conversation with their marketing manager revealed how introducing the sales CRM to
their business helped evolve their sales and marketing practices.
Adria manages two websites for their two large annual events where interested
participants sign up through a web registration form.
Every year it gathers over a thousand participants for each event. Some first-time
participants and some frequent attendees. Sending bulk emails was also eased by CRM.
In just four months, Adria has already seen significant boosts. Participant numbers has
increased because they no longer miss even a single inbound lead since using
registration forms. Email management has greatly improved productivity and saved
time. Data analyzing process was also improved by use of CRM and customer outreach
and lead generation improved their overall sales processes.

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Name : Hardik Shah

Q. How a CRM system can be used in the SALES PROCESS

 Improve the speed, of communication and sales process.

Usage of CRM in Sales Process

Sales Process consists of the Following Steps

Description about the above points is given below

Finding the Opportunity:

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