White Paper For CRM to streamline business processes and optimizing team activities along with marketing, sales, purchases and accounting scenarios for various business modules. Manufacturing, HR, Accounts, Design and development, Sales and Marketing, Sales and Purchase , Travel and tourism, Finance, Personal expenses, E-commerce, departments can get benefit of this system. When on this systems you don't need to be present in the office to track every activity. you just needs to be online on the system and you will get the through idea about the activities going on.

1. Techhighway Systems Pvt. Ltd. White Paper on CRM Usage
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Why
Customer
Relationship
Management
IsImportantTo
Increase Productivity
AndBusiness ExpansionandProfits.
Warning : This document is not meant for the People who do not want to expand the business but for
the people have ambition to touch and conquer the horizon.

2. Techhighway Systems Pvt. Ltd. White Paper on CRM Usage
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Table of contents
1. WHY CRM.....................................Ошибка! Закладка не определена.
2. Why Cllimb the CRM Mountain ........Ошибка! Закладка не определена.
3. The Human Dimension: The Key to Success or FailureОшибка! Закладка не
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3.1. CRM and Marketing Automation .Ошибка! Закладка не определена.
4. Keys to CRM Success for Small- and Medium-Size EnterprisesОшибка! Закладка
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5. Partner Relationship Management: Indirect Channels Join CRM..........................
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6. Sales Force Automation: Back to the FutureОшибка! Закладка не определена.
6.1. Great CRM Hinges on Great Business ProcessesОшибка! Закладка не
определена.

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1 WHY CRM
The concept of Customer Relationship Management (CRM) is not new to the present world. With
digitization of the modern world, businesses all came to know the usability of the system to automate
the business processes. Some of the business process adopted the systems meant to automate the
entire process and earned a lot of profit out of that along with increased productivity of peers.
Customer relationship management (CRM) is a business strategy to select and manage the most
valuable customer relationships. CRM requires a customer-centric business philosophy and culture
to support effective marketing, sales, and service processes. CRM applications can enable effective
customer relationship management, provided that an enterprise has the right leadership, strategy,
and culture.
Why it is important to manage the customer relationships?
With increasing business, number of customers grow exponentially. These customers need to be
managed in order to generate repeating business and service them in a sort. Managing client business
operations and service requests is nothing less than finding a needle in haystack. Also tracking the
employee‟s progress, their work status, time investment, rating, productivity. This affects prominently
on the employee performance and increases profits through lead generation and saving lots of manual
work as it retains entry of the each activity performed nobody can gat-away with any excuse.
CRM does not stops here. It helps to manage the entire sales and marketing process with features like,
1.1 Sales
1) Lead Generation.
2) Lead nurturing.
3) Prospecting.
4) Sales and purchase orders.
5) Quotations.
6) Payments (Due, completed, monthly, biweekly).
7) Meetings and calls with clients.
1.2 Accounts
1) Journal entries.
2) Sales Orders (Create, Edit and Tracking).
3) Taxation.
4) Products (Create, Edit, Delete).
5) Manage Clients.
6) Manage vendors.
7) Manage bills.
8) Manage Payments.
9) Business Intelligence.
10) PDF Reports.
11) Financial Reports (Bank, Cash, Vendor bills, Customer Invoices.).

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1.3 Purchases
1) Vendor Management System.
2) Purchase and Payment management.
3) PO (Purchase Order) Management.
4) Products and vendor bills management.
1.4 Inventory Management
1) Manage All Products.
2) Price and Product variant Management.
3) Stock Management.
4) Procurement management and exceptions management.
5) Warehouse Management and Product Delivery From nearby warehouse.
6) Offers on product Management.
7) Location wise/ Warehouse wise/ Stock wise, Product/Product Delivery/cost management.
1.5 Project Management
1) Various stages of the Project to be managed like(Requirement analysis, Documentation, Design,
Development, Testing, deployment, Bug fixing Etc.).
2) Track project wise cost and team performance.
3) Track Project in basic, advanced, in-progress status of the project.
4) Escalate the project issues.
5)
1.6 HR Operations
1) This primarily focuses on the employee, employee duties, the working hours spent on activities.
2) Assignment of projects or role.
3) Performance tracking through tasks and timesheets.
4) Leave and attendance management.
1.7 Website and Content Management System, E-commerce
1) Create a new Website for your business and publish online.
2) Payment gateway integration and payment tracking system.
3) Product Add/Edit/Delete to website.
4) Manage offers on products on website.
5) Manage entire content (Text/Photos/Videos) on website.
6) Search Engine Optimization.
7) Website visitor‟s analytics.
8) Social Media Accounts Management.
(Send Mail to sonalg@techhighway.co.in for more information).
 Along with the above features CRM also contributes to collaborate employee with each other via
inbuilt chatting system.

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2 WHY CLIMB CRM MOUNTAIN
These applications support the following business processes involved in the customer relationship
lifecycle:
• Marketing. Targeting prospects and acquiring new customers through data mining, campaign
management, and lead distribution. Remember, the emphasis here is on long-term relationship value,
not quick hit.
• Sales. Closing business with effective selling processes using proposal generators, configurators,
knowledge management tools, contact managers, and forecasting aids—all without uttering The
Eight Words That Kill A Sale: “Let me get back to you on that.”
• E-commerce. In the Internet Age, selling processes should transfer seamlessly into purchasing
transactions, done quickly, conveniently, and at the lowest cost. All customers should have one face
with your company, no matter which touch point they choose to use.
• Service. Handling post-sales service and support issues with call center applications or Web-based
customer self-service options. We said “handling,” not “sloughing off to an inadequate FAQ page.”
CRM is a business strategy to create and sustain long-term, profitable customer relationships. Successful
CRM initiatives start with a business philosophy that aligns company activities around customer needs.
Only then can CRMtechnology be used as it should be used—as a critical enabling tool of the processes required to
turn strategy into business results.
“By Dick Lee
Lose the idea that CRM is a walk in the park. You don’t buy CRM from a vendor. Lose the idea
that it’s a glorious undertaking. It’s a slog up a mountain. It’s dirty, hard work and absolutely
necessary, unless you like having a bazooka pointed at your company head by an itchy-
fingered customer. Or put it another way: Life on the other side’s great.“
“WHY WE’RE DOING CRM. HONEST.”
“Automate inefficient and expensive work processes.” Sounds good, no? Get the same work for less cost,
goose the bottom line, cut staff, fatten up the financial stakeholders. No quibble here, unless…
• You reduce human contact with customers to levels they don‟t appreciate. Ask around any San
Jose soup kitchen for a show of hands of e-tailers who sank with this strategy.
• You value efficiency over customer satisfaction. Automating and hurrying up customer service calls
and providing financial incentives for service representatives to maximize call turns is a sure-fire
way to maximize customer turns.
“Use the Internet.” There‟s our answer. Customers are dying to flock to our Website, where we can
shunt off all low-margin customers and low-margin transactions. Great, except…
• Today‟s buyers use the Internet more selectively than today‟s sellers like. While you‟re in that soup
kitchen you‟re meeting guys from dot. Bomb companies whose companies performed spectacular
half-gainers on NASDAQ—”But it was the Internet, man, how could we fail… “
• Low-margin customers are often high-potential customers…and low-margin transactions often
come from high-margin customers. One of our super, super-regional banks just wound up on its
knees looking for a buyer because it didn‟t get this.

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“„Fix‟ sales and marketing.” CRM will keep those lazy sales reps away from those 2:30 tee times. Load
GPS in their laptops. Get those marketing prima donnas pounding numbers instead of sipping daiquiris
while “creating” ads. Justice prevails, except…
• Sales is your lifeline to customers. Break it at your peril. Why isn‟t half the corporate staff in heavy
breathing just waiting to get their crack at field sales jobs, where they get big bucks to work on
their handicaps? The word “courage” keeps swirling around in my head.
• Pounding sand may be fun, but it‟s kind of pointless. Yes, marketing deserves a hiding for buying
into the “brand” malarkey ad agencies use to demand higher and higher budgets—I‟ll confess,
I‟m from the agency world myself. But go ahead, try to genetically re-engineer today‟s creative
marketers into tomorrow‟s analysts and process managers. We‟ll make popcorn and enjoy the
show.
(Send Mail to sonalg@techhighway.co.in for more information).
WE’RE CLIMBING THE CRM MOUNTAIN BECAUSE OUR CUSTOMERS ARE HOLDING BAZOOKAS TO OUR
HEADS.
Send Mail to sonalg@techhighway.co.in for more information On CRM and how to use it for optimum
profit