CRM User Guide

Setup and Configuration

1. Business Settings

• Store essential details about your business, including:
o Company name, address, and contact information.
o Tax ID or other business registration numbers.

• Why It’s Important: These details are often required for invoices, receipts, and customer communications.

2. Manage Staff

• Add or update users in the system and define their roles.

• Assign permissions based on their responsibilities.

• Examples of roles:
o Admin: Full access to all features.
o Manager: Can view and manage most records.
o Executive: Limited access, often restricted to their assigned leads or tasks.

3. Staff Roles

• Control user access levels to maintain security and focus:
o Admin: Oversees the entire CRM system.
o Manager: Monitors team performance and ensures processes are followed.
o Executive: Handles individual tasks and lead follow-ups.

4. Products

• Add products or services that your business offers.

• Organize them into:
o Groups (e.g., Electronics, Accessories).
o Units (e.g., pieces, sets).

5. Define Sales Process Terms

• Customize terms that define your sales process:
o Lead Type: Categorize leads into types (e.g., corporate, individual).
o Lead Source: Track the origin of leads (e.g., website, referral).
o Lead Status: Use stages to monitor lead progression. Examples include:
 New: Recently created leads.
 Interested: Lead shows interest in your product.
 Deal Done: Successfully converted into a customer.
 Dropped: No longer a viable lead.

• Sales Funnel (SPANCO): Manage leads through these six stages:
o S: Suspect (Identify leads).
o P: Prospect (Qualify leads).
o A: Approach (Engage leads).
o N: Negotiate (Discuss terms).
o C: Close (Seal the deal).
o O: Order (Fulfill the sale).

Lead Management

1. Add Lead

o Create a new record for a potential customer.

o Set the initial status to "New."

o Assign a salesperson or team to handle the lead.

2. Manage Lead

o View all leads for a specific time period.

o Update lead details, change statuses, and assign tasks.

3. Manage Opportunity

o Focus on leads in advanced stages of the sales process, such as negotiation or proposal review.

Lead Reports

1. Daily Lead Report

o Tracks all leads added or updated in a single day.

o Helps monitor daily progress.

2. Lead Report for Duration

o Shows lead data for a custom time range.

o Useful for comparing weekly or monthly trends.

3. Segment-Wise Lead Report

o Groups leads by categories like industry or region.

o Helps identify strong and weak segments.

4. Lead Funnel Report

o Visualizes the flow of leads through the sales funnel.

o Helps identify bottlenecks or drop-off points.

5. Kanban Lead Report

o Displays leads in a Kanban view, with cards organized by status.

o Provides an interactive way to track and manage progress.

6. Active Leads (Top 30)

o Highlights the 30 most active leads, based on interactions or deal value.

o Helps prioritize follow-ups and high-value opportunities.

What is a lead and what are the types of leads

A lead, in the realm of sales and marketing, is essentially a potential customer who has expressed interest in your product or service. These leads can be categorized based on various factors, primarily their level of awareness and engagement with your brand.

Categorizing Leads by Awareness and Engagement

1. Cold Leads:

o Minimal Awareness: These individuals have little to no prior knowledge of your brand or its offerings.
They may not have actively sought out your product or service.

o Nurturing Strategy: Cold leads require significant nurturing. This involves introducing your brand, educating them about your product's benefits, and building trust.
Strategies like cold calling, email marketing, and social media outreach are commonly employed to initiate contact.

2. Warm Leads:

o High Awareness: Hot leads have a strong understanding of your product or service and are actively considering a purchase.
They may have requested a demo, inquired about pricing, or expressed a specific need.

o Nurturing Strategy: Hot leads are ready to convert.
Sales teams should prioritize these leads by providing timely follow-ups, addressing their concerns, and guiding them through the sales process.

Contacts in CRM: A Comprehensive Overview

What is a Contact in CRM?

In a Customer Relationship Management (CRM) system, a contact represents an individual person associated with your business.
This could be a potential customer, an existing client, a vendor, or any other person with whom your organization interacts.

Key Attributes of a Contact

A typical contact record in a CRM system includes the following information:

• Personal Information:
o Full Name
o Job Title
o Email Address
o Phone Number
o Address
o Date of Birth (if relevant)

• Professional Information:
o Company Name
o Department
o Industry
o Company Size
o Revenue

• Communication Preferences:
o Preferred Contact Method (email, phone, social media)
o Communication Times

• Relationship Information:
o Relationship Manager
o Interaction History
o Notes and Comments

Why are Contacts Important in CRM?

1. Centralized Database:

o A CRM system acts as a central repository for all your contact information, ensuring easy access and consistency.

2. Improved Customer Relationships:

o By tracking interactions, preferences, and purchase history,
you can personalize your communication and tailor your offerings to individual needs.

3. Enhanced Sales Efficiency:

o CRM helps sales teams prioritize leads, identify opportunities, and streamline the sales process.

4. Effective Marketing Campaigns:

o By segmenting contacts based on demographics, interests, and behavior,
you can create targeted marketing campaigns that resonate with your audience.

5. Better Customer Service:

o CRM enables your support team to quickly access customer information,
resolve issues efficiently, and provide exceptional service.

How CRM Helps Manage Contacts

CRM systems offer a variety of tools to manage contacts effectively:

• Contact Management: Create, edit, and delete contact records.

• Contact Segmentation: Group contacts based on specific criteria (e.g., industry, location, purchase history).

• Contact History Tracking: Record interactions, such as phone calls, emails, and meetings.

• Task and Activity Management: Assign tasks and set reminders to follow up with contacts.

• Lead Scoring: Prioritize leads based on their potential value.

• Marketing Automation: Automate marketing campaigns to nurture leads and build relationships.

• Sales Pipeline Management: Track the progress of deals and identify opportunities.

Quotation management

Quotation management in CRM refers to the process of creating, managing, and tracking sales quotes within a CRM system.
This streamlined approach helps businesses efficiently generate accurate quotes, accelerate the sales cycle, and improve overall sales performance.

Key Features of Quotation Management in CRM:

• Quote Creation:

o Create professional-looking quotes with customizable templates.

o Quickly add products or services, pricing, and discounts.

o Generate quotes based on specific customer requirements.

• Quote Approval Workflow:

o Implement a clear approval process to ensure accuracy and consistency

o Set up automated notifications to keep stakeholders informed.

o Track the status of quotes from creation to approval.

• Quote Delivery and Tracking:

o Easily share quotes with customers via email or other channels

o Track quote activity, such as opens, clicks, and downloads.

o Monitor the status of quotes to identify potential opportunities

• Quote Negotiation and Revision:

o Make changes to quotes as needed to address customer concerns or negotiate terms.

o Version control to track revisions and maintain a clear history.

• Integration with Other CRM Functions:

o Seamlessly integrate with other CRM features like contact management, opportunity tracking, and sales forecasting.

o Access relevant customer information and sales history to personalize quotes.

Benefits of Quotation Management in CRM:

• Improved Efficiency: Streamline the quote creation process and reduce manual effort.

• Enhanced Accuracy: Minimize errors and inconsistencies in quotes.

• Faster Sales Cycle: Accelerate the sales process by quickly generating and delivering quotes.

• Better Customer Experience: Provide professional and personalized quotes to customers.

• Increased Sales: Close more deals by effectively managing the quote process.

• Data-Driven Insights: Track key metrics to analyze sales performance and identify areas for improvement.

By leveraging quotation management in CRM,
businesses can enhance their sales operations, improve customer satisfaction, and drive revenue growth.