CRM light

supports the regular communication of sales and service departments with the customers: It automates all sales related activities from prospecting, selling (sales calls, contract management) and maintaining an active sales relationship (callcycle management, maintenance calls).

Activities
Tracking sales activities enables analysis of the interactions with the customers, both open activities and historical(closed) activities.

Administrative tasks
Set up and manage: Products/Services, Territories, Marketing status/priorities, Call cycle management, Sale contract, Terms of delivery, Service Recovery Categories.

CRM users
Define CRM user's role and access rights to avoid the abuse of business critical data and uncontrolled changes into administrative set-up.

Customer Service
It interacts with customers to provide information in response to inquiries about products or services, to handle and resolve complaints.

Customer Management
Add and organize company customers.

Marketing
Create and manage marketing projects. Promote your products/services, set targets and responsible employees.

Performance Management
Measures the individual performance of employees versus predefined targets relating to their roles.

Sales
Sales functionalities are focused on helping the sales team to execute and manage the sales process better and in an organized manner.

CRM complete

adds and links in with the customer related processing and coordination of marketing campaign activities (campaign management, including targeting, resource planning, campaign call automation, managing follow - up activities and evaluating the outcome).

It monitors the history of a customer: from the unknown suspect, becoming a prospect, an existing customer with all possible scenarios in between. Commercial Management comes up with details about the trading patterns and business opportunities in the customer base.

Finally, Quality Management measures the quality performance of the sales - and service departments and points out cross - functional opportunities for improvement by evaluating inquiries and complaints. Everything at hand to provide a sophisticated service, aiding in the continuous satisfaction and retension of customers.

Related additional workflows:

campaign budgeting
campaign calls
campaign description
call interference management
commercial data management (several)
sales leads management
resource planning
target selection
quality management (several)

Detailed description

Call-Cycle Management organizes the automation of regular maintenance calls. A call-cycle for maintenance calls is set for every existing customer, ensuring each customer will be contacted for the minimum of twice a year (12 months).

Maintenance calls: Customer maintenance ensures an automated contact cycle for existing customers.

Target Selection enables either to select existing addresses by specific criteria out of the own database or upload and select from an external address source.

Reasons for rejections: If a potential customer does not want to start trading, the reasons have to be captured and evaluated for further processing.

Campaign calls are dedicated telemarketing - or sales calls on behalf of marketing campaigns. They are automatically set for execution by the responsible employee according to territory management definition.

Call Interference Management ensures no timewise collision of a set campaign call with a maintenance call to the same customer.

Campaign management guarantees the most efficient handling and coordination of campaign activities and evaluation of its results.

Campaign description includes all information related to a specific campaign, to provide an overview of its contents, target and design.

Call scripts contains a bunch of predefined scripts, helping employees to keep the sales conversation with a customer on track, without losing the focus for that specific call. It allows individual scripts to be added.

Campaign Budgeting takes the related direct costs into account and calculates them against the estimated revenue to be gained from the campaign target group to end up with an estimated ROI (return on investment).

Possible soft results like increased mid - or longterm revenue due to raised brand awareness are not taken into consideration. Just that kind of revenue, which can to be measured against the campaign directly, will be calculated with.

Revenue Budgeting requires customization and is not considered within this general application. It depends on too many factors, such as the nature of the campaign, the target group, the industry and the market.

Campaign calls are dedicated sales calls on behalf of marketing campaigns. They focus on specific topics, target groups and/or products/services. It can be either follow-up calls on e.g. mailshots or advertisement - or straight calls on behalf of a call campaign.

Telemarketing calls are outbound calls to identify business from unknown companies (suspects). Those addresses might be in the customer database, but will have no customer number.

Resource Planning guarantees that marketing campaigns and the related call activities can be planned smoothly, alongside with the call-cycle activities or other already planned campaign activities, by taking into consideration the availability of staff and their overall call capacities and targets.

CRM Light just contains the basic contract information within Contract Management. CRM Complete will use this information for real Contract Management in terms of e.g. automated rate increases as soon as the contract ended.This kind of order processing can be done in businesses with direct customer contact (e.g. retail, hotels) as well as in those businesses where customers are calling in. The order processing is part of Customer Service - if not personally, orders can be received by phone, online, by e-mail or fax. There can be orders from existing or unknown customers, one-off orders or regular ones, to be scheduled automatically.

From a CRM perspective the control of whether an order has been delivered as scheduled or not, has to be done manually. If the complete ERP solution by IXP is used, or an interface to other software tools in use is provided, this follow-up will run automatically as well.

Complaint handling includes all interactions with customers who experience problems in using a service or product.

Proactive complaint handling means to inform a customer about a potential or already existing service failure as soon as it raises and before the customer has to call in himself. In best case a problem solving solution is offered at the same time.

Reactive complaint handling means the customer has to call in for a problem solution. Inquiries: Customer comes/calls in to ask about a service/product and rates.

Product/Service catalogue

Sales Leads Management ensures the verification of unknown customers and the evaluation of whether or not they might be potential new customers - independent of the source. Furthermore it ensures the automated follow-up on identified business opportunities of potential as well as existing customers.

Performance Management measures the individual performance of employees versus pre-defined targets relating to their roles.

CRM light will cover the quantity criteria for all sales roles only, whereas CRM complete will cover all roles and quality measurement criteria as well.

Quality Management builds on data triggered from sales performance and complaint handling. It evaluates costs versus output and identifies opportunities to improve the overall service performance and cross-functional productivity of the whole company.