Step To CRM Features | Step To CRM Kit | Customer Relationship Management|CRM Strategy| Business Plan | Satisfaction | Implementation| Case Study

What Is CRM? – Module #1

1- CRM For Newbie’s

A Quick overview CRM presentation takes you through:

1. Market Status at present
2. What is CRM?
3. What is the need for it? And why was it introduced to “Your Company”?
4. Customer Pyramid
5. Customer quadrant loyalty vs value
6. CRM business strategy goals
7. Process improvement
8. Kaizen
9. Product and customer strategies
10. The strategies of CRM
11. Determining the CRM “maturity levels”
12. Evolving business processes to customer centricity
13. The inter-related aspects of CRM
14. The core CRM areas
15. CRM Cake
16. Customer Lifecycle Map
17. Failure to Achieve Business Benefits

2- CRM Success – Quick Guide

3- CRM Maturity Evaluation Tool

4- Introduction To KPIs ( Key Performance Indicators )

5- KPI and How To Track Performance

1. What is “KPI”?
2. Useful hints
3. Objectives
4. Highlights and quantifies successes
5. Types of Performance Tracking mechanisms
6. Levels of Reporting systems
7. Success Factors.

CRM Implementation and Setup – Modules # 2

1- Footprint & Project Approach ( MS PowerPoint Presentation)

1. i. Covers the following business functions Marketing, Sales, Service, Call Center Management and After Sales Services

2- Service Catalog Template ( MS Word Documents)

3- Service Template ( MS Word Documents)

4- Project Management Plan Template ( MS Word Documents)

5- Vendor RFP Presentation Agenda ( MS Word Documents)

6- RFP Questionnaire for Implementing the CRM system ( MS Word Documents)

7- Interface Functional Specification Template ( MS Word Documents)

8- Configuration Management Plan Template ( MS Word Documents)

9- User Acceptance Test ( MS Word Documents)

10- Implementation Proposal Presentation-Case 1

11- Implementation Proposal Presentation-Case 2

12- Implementation Proposal Presentation-Case 3

13- CRM Steering Committee Update

Customer Information and Database – Modules # 3

1- Detailed Data Cleansing Methodology – Total Data Quality Plan ( MS PowerPoint Presentation)

1. i.      The Project Objective
2. ii.      Data Cleansing for existing records
1. The current scenario
2. Process and workflow
3. iii.      Data Housekeeping for new records
4. iv.      Capturing Customers Information
1. A detailed methodology
5. v.      Data Quality Auditing

2- Data Cleansing MIS – Report ( MS Excel Sheet)

* Data Cleansing Progress
* Distribution
* Actioned Customer Information Records
* Percentage of Active Customers
* Customers Demographical Distribution
* Customers by Age Group
* Customers by Region

3- Data Migration Strategy Template ( MS Word Document)

1. INTRODUCTION
2. MIGRATION METHODS
3. 1.0 AUTO CONVERSION

1. 1 Data Source

1.2 Volume of Data

1.3 Nature of source

1. 2.0 MANUAL CONVERSION

2.1 Data Integrity

2.2 Volume of data

1. 3.0 TOOLS AVAILABLE

3.1 Oracle API’s / Open Interfaces

3.2 Front end loading tools

3.3 Migration tools

1. 3. Manual
2. DATA MIGRATION TASKS
3. 1.0 DATA IDENTIFICATION
4. 2.0 PRODUCTION CUTOVER
5. 3.0 DATA COLLECTION AND LOADING
6. MODULE WISE DATA MIGRATION LIST
7. ORDER MANAGEMENT
8. OPEN AND CLOSED ISSUES

4- Customer Journey Map Sample “Automotive Case Study” ( MS Excel Sheet)

5- Process Flow Case Studies ( Automotive and Real Estate CRM Processes Flow ) (HTML Format)

1. Appointment generated through web or fax – Automotive
2. Complaint generated through web fax – Automotive
3. Leads generated through web fax – Automotive
4. Appointment generated through Phone – Automotive
5. Complaint generated through Phone – Automotive
6. Leads generated through Phone – Automotive
7. Complaint generated through web fax – Real-estate
8. Leads generated through web fax – Real-estate
9. Complaint generated through Phone – Real-estate
10. Leads generated through Phone – Real-estate

6- Process Flow Case Studies ( Automotive and Real Estate CRM Processes Flow ) (MS VISIO)

CRM Business Plan and Management – Module # 4

1- Business Plan PPT- PowerPoint Presentation Sample ( MS PowerPoint )

1. Situation Analysis

2. SWOT Analysis

3. Strategy Map for the Customer Management Unit

4. Balanced Scorecard

5. Projects

6. Your Co. In-House Loyalty Program

7. Your Co. eBranch Project

8. Organization Structure

2- Business Plan Measures ( MS Excel Sheet) CRM Balanced Score Card

“Balanced Score Methodology” to measure the CRM performance in terms of Business, Customers, Internal Process and Learning & development areas.

3- Action Plan Template ( MS Excel Sheet)

4- Customer Life Cycle Action Plan ( MS PowerPoint )

1. i.      CRM operations – Key daily customer touch points
2. ii.      Customer life cycle
3. iii.     Customer life cycle – Pre Sale & Deal Closing
4. iv.     Customer life cycle – Ownership
5. v.       Customer life cycle – Repurchase or Lost
6. vi.      Information capturing
7. vii.     Objectives of CRM
8. viii.    CRM Loyalty “Loyalty enhancement” challenge

5- Business Plan Summary Template ( MS Excel Sheet)

6- CRM Manager Detailed Job Description ( MS Word Document )

Job Purpose

* Job Accountability & Expectations
* Required Skills
* Job Dimensions
* Core Competencies
* Preferred Qualification & Experience

Customer Satisfaction – Module # 5

1- Customer Satisfaction Guide ( MS PowerPoint Presentation)

2- Customer Management Culture ( MS Word Documents )

3- Customer Satisfaction Survey (software) ( MS Word Documents )

4- Webhosting Cancellation Survey ( MS Word Documents )

5- Tech Support Experience Survey ( MS Word Documents )