CRM enables you to maximize the efficiencies of marketing resources and empower marketers to acquire and develop long-term customer relationships. Marketers can analyze, plan, execute, and measure all marketing activities. With CRM, you gain a flexible application to power marketing success. CRM supports critical marketing processes, including the following: • Sales Force automation • Technology-enabled selling • Marketing resource management • Segment and list management • Call center management • Campaign management • Internet telephony • Field service management • Trade promotion management • Lead management • Marketing analytics

1. FEATURES & FUNCTIONS
OF A CRM SYSTEM
gaurav.kumar@apagen.com
www.apagen.com
+91 9971 800 665

2. CRM enables you to
maximize the efficiencies
of marketing resources
and empower marketers
to acquire and develop
long-term customer
relationships. Marketers
can analyze, plan,
execute, and measure all
marketing activities. With
CRM, you gain a flexible
application to power
marketing success.

3. Streamlining
Sales
Processes
with Sales
Force
Automation
(SFA)
Sales Force Automation (SFA)
software revolutionizes the sales
journey by minimizing time
spent on each phase, thereby
reducing the need for an
extensive sales team. Central to
SFA is a robust contact
management system, tracking
every interaction from initial
contact to final deal closure.
Additionally, SFA provides
insights into opportunities,
territories, forecasts, and
workflow automation.

4. Technology-Enabled Selling
(TES) transcends mere
technological applications,
focusing on leveraging
technology to enhance
business profitability. As sales
landscapes evolve, TES
becomes indispensable,
especially in catering to
diverse customer
expectations. Its components
include customer databases,
communication infrastructure,
and tailored applications
specific to industries.
Harnessing
the Power of
Technology-
Enabled
Selling (TES)

5. Personalizing
Marketing
Efforts
through
Segment &
List
Management
Efficient management of
customer data empowers
businesses to personalize
marketing messages effectively.
CRM facilitates the creation and
capture of customer profiles,
enabling targeted marketing
campaigns. Marketers can swiftly
perform segmentation and gain
insights into customer segments
through intuitive interfaces and
data visualization features.

6. Call centers serve as crucial
touchpoints for customers,
providing assistance,
information, and issue
resolution. A well-structured
call center integrates voice,
video, and data to deliver
cutting-edge customer care. It
facilitates issue resolution,
product information
dissemination,
recommendations, progress
monitoring, and root-cause
analysis.
Enhancing
Customer
Interaction
with Call
Center
Management

7. Personalizing
Marketing
Efforts
through
Segment &
List
Management
Efficient management of
customer data empowers
businesses to personalize
marketing messages effectively.
CRM facilitates the creation and
capture of customer profiles,
enabling targeted marketing
campaigns. Marketers can swiftly
perform segmentation and gain
insights into customer segments
through intuitive interfaces and
data visualization features.

8. Call centers serve as crucial
touchpoints for customers,
providing assistance,
information, and issue
resolution. A well-structured call
center integrates voice, video,
and data to deliver cutting-
edge customer care. It
facilitates issue resolution,
product information
dissemination,
recommendations, progress
monitoring, and root-cause
analysis.
Enhancing
Customer
Interaction
with Call
Center
Management

9. Strategizing
Marketing
Campaigns
with
Campaign
Management
CRM enables comprehensive
analysis, planning, execution, and
measurement of marketing
campaigns across various
channels. By leveraging dialog
marketing and optimization
techniques, businesses can build
enduring relationships with
customers and achieve long-
term profitability.

10. Internet Protocol (IP) telephony
seamlessly integrates with call
centers, enabling direct
communication between
customers and agents via web
browsers. This integration
enhances customer support by
providing access to historical
data and facilitating upselling
opportunities. Computer-
telephone integration (CTI)
technology further enhances
this functionality.
Integrating
Communicati
on Channels
through
Internet
Telephony

11. Facilitating
Field Service
Management
with E-
Business
Solutions
E-business solutions bolster field
service management by
providing real-time customer
and product information to field
representatives. This enables
efficient query resolution, service
call handling, and account
management, thereby enhancing
customer satisfaction and
operational efficiency.

12. CRM tools provide
comprehensive visibility into
trade promotions, aiding in
error reduction, efficiency
improvement, and trade spend
control. By managing trade
programs effectively, businesses
can enhance brand equity and
achieve sales objectives
efficiently.
Optimizing
Trade
Promotion
Management

13. Streamlining
Lead
Management
Processes
CRM facilitates the generation of
highly qualified leads and
automates lead distribution,
thereby accelerating lead
handling. By aligning marketing
and sales efforts and providing
visibility into the lead
management process, CRM
enhances conversion rates and
optimizes marketing activities.

14. CRM offers a plethora of
analytics, including customer
values, churn scores, and
satisfaction scores, enabling
businesses to make data-driven
decisions. Insights garnered
from CRM aid in understanding
market dynamics, identifying
opportunities, predicting
customer behaviors, and
crafting targeted marketing
messages for enhanced
relevance and effectiveness.
Leveraging
Marketing
Analytics for
Informed
Decision-Making

15. Conclusion
Conclusion, CRM systems serve as
indispensable assets for businesses,
empowering them to optimize marketing
efforts, streamline sales processes, enhance
customer interactions, and drive long-term
profitability. By leveraging the diverse
features and functions of CRM, businesses
can stay ahead in today's dynamic market
landscape.

16. Thank
You!
gaurav.kumar@apagen.com
www.apagen.com
+91 9971 800 665