Skip to main content

Learning and Understanding CRM

I have not been blogging recently as much as I used to blog earlier and the reason for that is I have been spending a lot of my time learning and understanding CRM and more specifically Microsoft CRM. It has been an interesting experience so far as I started without knowing anything other than what was the full form of CRM which happens to be Customer Relationship Management.

In any business finding and retaining the customer is the hardest. Whether it was selling Christmas decorations in the church or in the one and only exclusive online baby shop in India finding the customer, convincing the customer that you have something that they want and then finally being able to manage and sell the product to the customer is so hard. In an earlier article I lamented that it is easy to conceptualize and build a product but finding the customers for that product is so hard.

A CRM system will help you manage the customer right from when they are identified to when they are managed after they have been sold a product. It broadly consists of 3 modules
  • Marketing
  • Sales
  • Service Management
In Marketing you identify the customers called leads and you try and sell them your products. You use this module to educate your customers about your products and how it can help them.

Once the customer shows any kind of interest in what you have you convert that customer into an opportunity identifying the products that they might be interested in. Your sales team then tries to close the deal with the customer by making the actual sale. Your opportunity then becomes a client and is handed over to the Service Management team.

In the service management module you take service requests from the customer and manage their everyday whims and fancies.

So as you can see a CRM system helps you manage your customers so that you show that you care about them and their problems. I hope all the companies I have been complaining about the service offered by them buy a CRM system or improve the one that they already have.

This article is written with my naive one weeks knowledge about MS CRM. To know more about CRM read this wikipedia article.


Popular posts from this blog

Online Encumbrance Certificate in Andhra Pradesh

You can get an encumbrance certificate online in AP now. In order to get it you have to perform the following steps. Go to the website Click on Citizen Services -> encumbrance -> Search Click on Yes in the screen that appears Fill in the entries that appear in the search screen. You will have to get quite a few details in so it will help to have a copy of the registration document available with you. Once you finish entering all the details click on Submit. It will then go to a new page with the list of items that matched the search displayed. Click on the check box of the list of encumbrance certificates that are needed and click on submit. This will open a new popup window with the encumbrance certificate. You can then print this certificate. What is this useful for Anyone buying new property can go and verify the current owners of the property that is shown on this certificate in the column Name of PartiesExecutant(EX)&Claimants(CL) with the copy of

Cricket Grounds in Hyderabad

This is a repost of the article I published on the 10th of Jan, 2008 as I have added a new ground - Lahari Resorts. View Larger Map In this post I will try and update the list of cricket grounds that i know in Hyderabad. The grounds that I have listed till now are MCH Play ground, Ameerpet Francis (Do not have the contact number but go to the ground and ask for him). The charges are Rs. 1100 for the ground. They do not charge for anything more. You get the ground from 9:00 AM to 4:00PM. The ground is small. Welfare Center, Sanath Nagar Dhanraj Babu (+91 9394556356). The charges are Rs. 1100 for the ground. They charge you an additional Rs. 500 for the mat and Rs. 100 for cleaning and drawing lines and stuff. They are supposed to give you the ground from 9:00 AM to 4:00PM but what they do is that they pocket extra money from another team wanting to play and give the ground out to them for the remainder of the day assuming that you won't play for the whole day. So what happened th

Problogger guest post

Today my guest post appeared on . I wrote about 9 Tips to Start Blogging Successfully . Let me give you a bit of a background about where this article originated from. I have been blogging for close to 3 years now but I have been doing it seriously only for the last 2 months. I then analysed what were the things that I should have done in order to have become a successful blogger based on what I have noticed on the ones that have become successful. The final analysis of my study is what I put into that article and it is what I am trying to implement since the last 2 months. Reading the comments it was exhilarating to notice that some of the readers actually thought Darren was writing the post :-). It was also nice to notice that many readers agreed with my analysis and that strengthened my belief that what I have written if followed will work. How did I get to do a guest post on ? A little more than a week ago Darren invited bloggers to do guest pos