CRM MODULES

UNIT-II
• The ways of tracking and handling internal, local and international
customers vary, and each must be handled in ways which best
optimize business growth. The Customer Relation module is
developed to keep all considerations in mind, and helps the
company structurally tracks, monitors and develop the most
optimum delivery and contact path for each group of customers, all
in an automated and structured manner.
• Customer Relationship Management (CRM)modules refers to
methodologies, software and Internet capabilities that allow
companies to manage their relationships with current and potential
customers. Companies often use CRM software applications to
organize, automate and synchronize sales, marketing, customer
service, and technical support. These applications are available
most often as on-premise or through software-as-a-service (SaaS).
•
The primary Customer Relation modules which are
important in all types of business includes:
• Each of these modules work coherently to
handle, store, feedback and manage all
customers’ accounts automatically. The
system inherently automates and governs the
overall customer relation operations
structurally.
1.Marketing
• This Marketing module guides and automates the process of
sustaining existing customers, developing new
customers/markets, surveys, follow-up, meeting customers,
etc.
• The typical sub-modules included within this module are:
• Marketing Calendar
• Customer Trigger System
• Reminder System
• Field Reporting
• Marketing Analysis
• Promotion & Feedback Analysis
• Customer Account Information - Order Management
2. CUSTOMER INFORMATION SYSTEM
• This information primarily contains customer contact
information, company profile, personal profile,
historical queries, events, business dealings,
feedbacks, etc. The sub-modules attached includes:
• Company Information
• Contacts Information
• Transaction & Queries
• Event Log & Trigger
• Category & Profile
3. SALES
• The Sales process ensures all parts ordered, arrive at the
customer site at the correct time, with the correct quality, mix
and correct cost.
The typical sub-modules included are:
• Acknowledgement system
• Distribution System
• Trader / 3rd Party
• Customer Enquiry Support System
• Escalation / Cancellation
• Trafficking & Packaging
• Freight / Insurance / Warehousing
• Tax & Clearance
• Order Processing
4. ORDER FULFILLMENT
• The Order Fulfillment process is the process of
scheduling and planning for the delivery of goods
and services to the customer.
• The typical sub-modules included are:
• Delivery Configuration
• Distribution Channel
• Constraint Management
• Scheduling & Planning
• Acknowledgement
5. RETURNS & CLAIMS
• The Returns & Claims module addresses the product or
services returns and claims, due to error in quality, quantity,
mix, unsatisfactory or wrong services, damages, shelf life
expired, product discontinued etc.
• The typical sub-modules included are:
• Claims Form
• Returns Form
• Defect Tracking
• Product Expiry / Discontinued
• Stock Rotation
• Reclassification
• Re-order Form
6. REPORT & SURVEY
• The Report & Survey module provides the feedback
mechanism as to the performance of not only the whole
customer relation, but also the business in general. This
module includes automated feedback forms, survey results,
custom “report-cards”, delivery & performance reports,
auditable event records; as a means for management of
customer relation strategic decision making. The typical sub-
modules included are:
• Customer Audit / Feedback
• Internal Supply Report
• External Survey Report
• Event Chain Report