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CUSTOMER RELATIONSHIP MANAGEMENT OVERVIEW

It is the concept which defines business process pertaining to customer interactions. There are many products build based on the CRM concept. Ex:- SAP-CRM, SEIBEL-CRM, ORACLE-CRM, MICROSOFT-CRM, etc,..

What is CRM?
Customer Relationship Management can help you to stay totally connected to your customers so you deliver the kinds of products and services that they truly need. It keeps the lines of communication open and helps to create lasting and profitable reletionships. Goal of the usage of Customer Relationship Management is also to achieve. One face to the customer that means independent via which channel the customer is contacting your company he or she should get consistent and actual information. CRM is a business strategy that aims to optimize customer interactions in order to maximize the success of the business. Business Example Competitive markets, demanding customers, and the need to optimize internal process put companies under great pressure. They therefore demand a compleate software solution that is easy to use, full integrated, customized to meet specific to meet specific requirements, and flexible to implement.
Core Functionalities of CRM:-

1. Marketing 2. Sales 3. Service

Objectives of CRM

1. Identifies potential customers 2. Acquistion (Gaining new customers) 3. Service 4. Retaining customers
Interaction channels used in CRM Face to face Direct Marketing marketing Sales Direct Sales Service Direct Service telephone Tele marketing Telesales Teleservice Internet emarketing e-sales e-service Channel partners Channel Marketing Channel sales Channel service Management Marketing anslysis Sales analysis Service analysis

Business Scenario Sold to party - one who places an order ship to party - one who receives the goods Bill to party - one who receives the invoice payer - one who pays the bill

>First chapter is business partner (BP)

Definition:- Any person or organization who are involved in business transaction is called business partner. Business Partner:-it is a term which has ti be used by consultants Account:-It is a term which has to be used by the end users Life Cycle of Customer:-Starting to end point of account. ex:-Prospect-> Customer How to creat bp part 1 How to creat bp part 2 How to creat bp part 3 From the avove link you can learn BP In the above video i Mentioned how to create "sold to party" business role in BP, you can use same procedure to create another business roled like "ship to party", "bill to party", "payer", "employer", "contact person" importent points Every employer has an user ID While taking intervels in number ranges, do not take full extend of intervels as i took only 600000 to 600100 in the video. In real time you do not create business partners, you only custamize and create business roles, number ranges and grouping, define grouping and number ranges, The end users will create business partner in web ui by using your custamizing

>Second chapter ORGANIZATIONAL MODEL

Organizational model is used to represent the functional structure of a company.
A) Sales Organization-Is controlling the all sales aspects of a company B) Distribution channel-products are distributed to the end customers through which channel C) Division-Product line D) Sales office-Phisaical Entity E) Sales group-group of sales personnel F) Sales Area-Sales Org + Distribution Channel + Division G) Marketing Organization- Legal Entity H) Service Organization- Legal Entity I) Service Team- Gorup of Service Technicians

Elements of CRM Orgabizational Model

Below is the Screen Shot Video For Organizational Structure :D how to create organisational model

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Third Chapter Product

Screen shot videos for Product:-

->product part 1 ->product part 2 ->product part 3

>Fourth chapter Transactional Processing

Transaction:-

Can be defined as exchange of products or services or information between two parties.

Transaction Type:-

It is a document which is used to record information about a particular Transaction in a business process.
Transaction Type:-

A transaction type defines the attributes and characteristics of a business tranasaction (ex: Sales Order, service and request and visit) and the controlling attributs (Text determination procedure, partner determination procedure, org data profile,etc...)
Item Category:-

An item category specifies the properties and attributes of a business transaction item and theefore controls how the item is processed. 1)It helps us to classify the items. 2)It helps us to control/determine the data at item level

Structure of a transaction:-

Header Item Schedule line

Header:-consists data which is applicable for thr entire document Item:-Consists information about product like product ID, Quantit, price etc. Schedule lines:-consists information about products, quantities and delivery dates.
Item category determination:-

it is used to determine the item category of a product in a transaction.

Flow up Transaction:-

Is a succeeding document, which is created with reference to a pravious document in order to continue with the business process. eg:-QUATATION->ORDER (AG-TA) ->transactionalprocesspart1 ->transactionalprocesspart2

Fifth chapter Activites Store Visit:

->storevisit

>Partner Processing
->Partner Processing

>MARKETING

->custamizing for campaign and marketing plan

>TARGET SEGMENTATION
>Segmentation Segmentation of BP is used for creation of target groups based on profiles which are used in campaigns with high returns are achieved. Attribute:- It is used to define the characterstic of a BP which consists one or more values. In below video which i made for you, you can learn about segmentation. ->TARGET SEGMENTATION PART 1 Target Segmentation PART 2

>Lead Management
Lead can be defined as a transaction which is used to record information about prospective customer and the product in which customer is showing interest. Lead generation can be defined as creation of lead1. With reference to campaign - after execution of the campaign 2. Without Camp Reference- With out a campaign for a Target Group Lead Qualification can be in to three types for reporting purpose: 1. Group: Grouping of leads Ex.Internet Lead/Telephone Lead 2. origin: Source of the Lead Ex. Branch/road show 3. Priority: Important of the Lead Ex.High/ Medium/Low Lead Management part 1 Lead Management part 2

Opportunity Management
Opportunity can be defined as chance of making a sale where a sales employee is resplnsible for converting an oppertunity in to sale. Opportunity contains sales cycle which guides sales employee in converting Opportunity in to sales in a systematic way.

Sales cycle can be defined as a group of stages arranged in a sequence which are executed by an employee one after the other in order to convert an opporunity in to sales. eg:- Sales cycle for Home loan Stages: 1. Exchange of information. 2. Collection of documents 3. Submission of Documents 4. Proposal 5. Agreement Opportunities are classified into 3 types 1. Origion - source of opportunity 2. Group/Type - Grouping of opportunity 3. Priority - inoritizing the opportunity Opportunity Management to be continued soon