Lesson 15: Customer records and CRM

Question 1

What is CRM system?

Answer 1

Customer relationship management (CRM) is a system or software that helps track information and interactions between your company and your customers.

For you it is not just a tool, but also a product to sell.

Question 2

Why use CRM?

Answer 2

● improves the customer experience
● automates parts of the sales cycle
● improves communication.

Question 3

What does a CRM tool do and Who usually needs
CRMs in a company?

Answer 3

A CRM tool lets you store customer and prospect contact information,
identify sales opportunities, record service issues, and manage marketing campaigns, all in one central location — and make
information about every customer interaction available to anyone at
your company who might need it.

● Sales team → track leads and opportunities, schedule appointments,
and log call and email communications.
● Marketing team → launch targeted campaigns and track their success
rates.
● Customer service → track support tickets and customer inquiries.

Question 4

How can CRM benefit the company?

Answer 4

• More connected and effective
  customer interactions
• Gives a complete record of
  customer interactions to better
  understand the relationship
• Teams can more effectively
  prioritize clients based on lead
  data

-Increase customer LTV

-Happier customer (referrals,
renewals, case studies)

Question 5

What are some popular CRM systems you should know ?

Answer 5

● Salesforce
● Hubspot
● Pipedrive
● Microsoft Dynamics
● Zendesk Sell
● Zoho CRM

These CRMs offer various features
and tools for customer relationship
management, such as sales
automation, lead management,
marketing automation, customer
service and support, and analytics
and reporting. The specific CRM that would be best for an organization will depend on its specific needs, budget, and size.

Question 6

What are some things CRM as a Tool can do for you?

Answer 6

• Hold Customer records
• Hold Contacts in your CRM
• Filtering with contact properties
• Arranging a meeting
• Tracking your deals
• Closing the deal
• Tracking your performance

Question 7

Customer records

Answer 7

Customer records are foundational to most businesses, especially those that emphasize customer relationship management.

• Basic Information: Name, contact details,address.
• Professional Data: Company, position, industry.

-Interaction History: Purchases,
communications, support.

-Preferences & Behavior: Product interests, communication choices.

-Financial Details: Billing info, transaction history.

Question 8

What are some Techniques for managing customer records and activities?

Answer 8

Activity Logging: Record all interactions in the CRM, utilizing
automation where possible, such as for email tracking.

Task Automation: Automate follow-ups after customer meetings
and set reminders for critical actions like contract renewals.

Custom Views: Adjust the CRM dashboard for relevancy and utilize
filters for specific views, like “High-Value Leads.”

Tagging and Labeling: Categorize records with tags such as “VIP”
or “Hot Lead” for quick referencing.

Integration: Sync the CRM with tools like email platforms and
calendars to streamline technical sales activities.

Feedback Loop: Seek and act on feedback to optimize the CRM’s
usability for technical sales.