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1. What is CRM?
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2. What are the benefits of CRM in general?
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3. What are the benefits of CRM to a Sales Manager?
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4. What are the benefits of a CRM to a Marketing Manager?
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5. What are the benefits of a CRM to a Customer Support Manager?
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6. Do you offer web design services in addition to CRM consulting / CRM implementation?
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7. Do you include a website Content Management System (CMS) in your website implementation packages?
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8. Will I be able to edit the content if I do not have a CMS?
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9. I already have a website; do I have to purchase the whole package?
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10. After implementing the CRM, will I own the CRM software?
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| What is CRM? |
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| CRM means "Customer Relationship Management." CRM is not simply software – it is a partnership of business strategy and technology that helps you build relationships between sales, marketing, customer service, management and other functions that handle customer communications for a business. |
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| What are the benefits of CRM in general? |
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Speed up evolution of your critical business management processes |
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Know your customers and understand their buying habits |
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Anticipate customer needs and responses |
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Target the correct customers with the correct products at the correct price |
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Build the foundations to expand your business, increase sales as well as customer satisfaction |
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| What are the benefits of CRM to a Sales Manager? |
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| A CRM can be a tremendous tool for sales managers. It can be used to train new sales people on your sales process as the tool will reflect the process very closely. By implementing communication templates and standards you can increase employee efficiency and make employees more productive, saving time at key process steps. Managers can gain insight into sales projects and track status, forecasts, activities etc without having to ask the employees to submit reports. Managers are also able to have a ‘window’ into the complete sales process/status using dashboard features and reports which show information in real time. |
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| What are the benefits of a CRM to a Marketing Manager? |
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| Marketing Managers can use the CRM to add marketing campaigns such as magazine advertisements, TV commercials, search engine marketing, Pay per Click (PPC) campaigns etc. Details such as budgets and activities are recorded against campaigns. Leads gained from the marketing campaigns can be logged in the CRM, giving an instant, real time view into campaign success and segmentation/demographics of potential customers. Once Leads are passed to the Sales team(s) and qualified to sales ‘opportunities’ then the CRM can help you assess the number of qualified and closed sales per campaign, giving you a clear indication on ROI. |
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| What are the benefits of a CRM to a Customer Support Manager? |
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| Customer Support Managers can use the CRM to log all customer service requests in one central location and assign them to the relevant person or team to resolve. Support case status can be tracked and automatic notifications can be set up to alert the support rep or manager if a support case is approaching or has breached the Service Level Agreement. Communication templates can be set up for staff (definitely an advantage in multi language environments) to increase customer satisfaction. Once support cases have been resolved the solution can be added to a CRM ‘knowledgebase’. This knowledgebase can be used by internal staff to resolve issue more quickly or can even be accessed and searched by customers to find solutions themselves, greatly helping to reduce your support admin time. |
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| Do you offer web design services in addition to CRM consulting / CRM implementation? |
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| Yes. Please refer to the relevant section in our website. |
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| Do you include a website Content Management System (CMS) in your website implementation packages? |
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| This depends on your requirements and the project scope. The Small Business Starter Package is designed to give you a customized website as quickly and cheaply as possible, it does not include a Content Management System (CMS) as standard but one can be implemented at extra cost. The Small Business Professional Package includes a CMS as standard. We can implement any number of popular CMS systems for you - .NET Nuke, Joomla etc, but this may incur an additional cost depending on the package you purchase. |
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| Will I be able to edit the content if I do not have a CMS? |
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| Yes. If you have admin access to your hosting platform you will be able to edit your own content using the HTML files and upload the new files. You will need a web developer or someone with HTML experience to do this. Alternatively, if you do not have the resources to do this in-house then CRM Asia Solutions would be happy to make a customized support agreement for you which will include content updates. |
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| I already have a website; do I have to purchase the whole Web and CRM package? |
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| No. You are able to pick which modules are required and tailor the package to suit your needs and budget. CRM Asia Solutions will be happy to recommend the best package for your needs and adjust the pricing accordingly. If you do not require a website or if you would like to do the website with another vendor, CRM Asia Solutions would be happy to adjust our Proposal to include the CRM aspects only. |
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| After implementing the CRM, will I own the CRM software? |
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| No. The CRM applications recommended by CRM Asia Solutions are known as ‘Software as a Service’ (SaaS) or ‘on demand’ software. Certain reputable companies offer this software for free with limited numbers of users or limited functionality, making it an ideal option for small businesses wishing to implement and customize a CRM for their business. If you require more features or a more complex implementation with multiple users then you will need to pay license fees per user. This means you basically ‘rent’ the software as a service and there are no initial software costs or installation/set up hassles or fees. The software is ready to go from day one and can be customized to suit your business needs. We have deliberately chosen this software as a service to suit small-medium businesses to keep costs, flexibility and implementation time to a minimum. |
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