Enterprise wide CRM Implementation
Functional View
CRM would be a central function enhancing customer satisfaction by coordinating the services of various departments to satisfy the individual customer needs. The departmental manager would supervise the functions and would be responsible for the following:
1. Building Customer Database
2. Communicating with customers and getting feed-back on the level of their satisfaction with the products and services of the company
3. Receiving Customer Calls
4. Routing calls to appropriate departments for action
5. Creating and Monitoring Work-Orders
6. Tracking time to completion of tasks
7. Getting feedback on customer satisfaction after an work order has been completed
8. Informing Customers of new products and services
9. Building Customer loyalty programs
10. Minimizing RMAs and tracking the RMA services
11. Educating Customers with the safe operations of their products
12. Recording Customer communications, if needed
13. Recording customer requests during night time and responding to the needs first thing in the morning
14. Resolving customer complaints
15. Providing telephone and online support with assistance from the Technical Support Department to operating the systems bought from the Company
16. Making Cold Calls to introduce products and services
17. Sending bulk emails promoting the products and services of the company
18. Employee evaluations
Enterprise wide CRM Implementation
Functional View
CRM would be a central function enhancing customer satisfaction by coordinating the services of various departments to satisfy the individual customer needs. The departmental manager would supervise the functions and would be responsible for the following:
1. Building Customer Database
2. Communicating with customers and getting feed-back on the level of their satisfaction with the products and services of the company
3. Receiving Customer Calls
4. Routing calls to appropriate departments for action
5. Creating and Monitoring Work-Orders
6. Tracking time to completion of tasks
7. Getting feedback on customer satisfaction after an work order has been completed
8. Informing Customers of new products and services
9. Building Customer loyalty programs
10. Minimizing RMAs and tracking the RMA services
11. Educating Customers with the safe operations of their products
12. Recording Customer communications, if needed
13. Recording customer requests during night time and responding to the needs first thing in the morning
14. Resolving customer complaints
15. Providing telephone and online support with assistance from the Technical Support Department to operating the systems bought from the Company
16. Making Cold Calls to introduce products and services
17. Sending bulk emails promoting the products and services of the company
18. Employee evaluations
2 comments:
Great points are made in this article! Implementing the right CRM for your business can be challenging every step of the way, from choosing a CRM vendor to the implementation process. Intelestream has published a white paper on the subject of CRM User Adoption Challenges, which can be read by visiting Intelestream website.
Guru Fata Fati. Excellent post , touching all the vital points.
With Warm Regards
Debashish Brahma
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