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Introduction to QAD CRM Sales Management
This chapter provides an overview of the basic concepts of the QAD CRM Sales Management.
CRM Basics
In this chapter you gain an understanding of the QAD Customer Relationship Management (CRM) functionality which is a part of QAD’s Customer Management’s Strategy.
QAD Customer Management Solutions run and measure marketing campaigns, manage sales opportunities through the sales lifecycle and optimize the order and fulfillment process while ensuring customer retention by enabling you to anticipate your customer’s needs quickly.
Learning Objectives
By the end of this chapter, you will be able to do the following:
Describe the QAD CRM Application Modules
List the benefits of using QAD CRM
Describe the main records used in QAD CRM – Profiles, Contacts and Opportunities
Contrast how you accomplish your daily customer relationship activities today and how you will accomplish these same activities using QAD CRM
What is CRM
CRM is a strategy or approach that allows you to respond to the market place and your customers quickly and effectively through tracking and managing your sales, marketing and services functions easily and effectively.
QAD CRM contains the following modules that share the same data:
Sales Management: Manage details of existing, new and prospective customers and opportunities.
Marketing Management:Build, manage and analyze marketing campaigns and costs.
Customer Service:Log and assign customer issues for follow up throughout the customer lifecycle.
QAD CRM shared functionality includes:
QAD/ERP Integration
Activity and task management (calendars, emails, scheduling)
Customer communication through letters and collateral
Analytics – Reports and Dashboards
CRM Benefits
A sound CRM strategy enables your business to be efficient, productive and responsive to the demands of your Customers and improve your internal communications. QAD CRM provides a 360-degree view of your customer, integrating prospect, customer and partner information at every touch point.
The Value of QAD CRM:
Improve internal team and department communications
Lower costs while attracting and retaining customers
Generate greater customer loyalty
Increase cross-sell and up-sell successes
Improve sales forecasting
Improve customer responsiveness with access to relevant and timely data
CRM Basics - Records
QAD CRM has a number of records that you will manage. Before you see a demonstration of QAD CRM let’s discuss the three main records: Profiles, Contacts and Opportunities.
Profile:
A business that has an association with your organization.
A profile can be a customer, prospect, competitor or supplier.
Profiles form the core of QAD CRM - QAD CRM is “profile centric”.
Contact:
Contacts are people who work for a profile.
You communicate with contacts while conducting business-related activities.
There can be more than one contact specified for a profile and a contact can be associated with multiple profiles.
Opportunity:
An opportunity is a business “deal” with stages.
Opportunities are identified and managed in an effort to convert them into actual business sales.
Day in the Life QAD CRM
As we view either a pre-recorded demonstration of QAD CRM or your instructor demonstrates QAD CRM, think about the following questions:
What do the QAD CRM benefits discussed earlier really mean?
Can you easily respond to the questions in the above slide?
How will QAD CRM change your day-to-day life and improve your organization’s relationships with your customers?
Think about your role: Sales, Customer Service, or Marketing how could QAD CRM make you more productive and help you help your customers.
If you are a Manager, how will QAD CRM help you manage and motivate your team?
CRM Basics - Knowledge Check
1
List the three applications that make up QAD CRM:
_______________________________________________________________
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2
A profile can be a customer, prospect, competitor or supplier. (True or False?)
3
A contact is an individual that works for a profile. (True or False?)
4
List two benefits of CRM QAD:
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5
An opportunity is a closed business deal or order. (True or False?)
CRM Basics - Key Points
CRM is an approach to understand customer requirements and behavior.
CRM includes studying sales and marketing effectiveness and market trends.
CRM requires a customer-centric business philosophy to support effective marketing, sales, and service processes.
QAD CRM is the tool that allows you to implement your customer-centric strategy using the following modules:
Sales Force Automation
Marketing Automation
Customer Service
CRM/ERP Integration
QAD CRM modules share the same customer data which can be integrated with QAD ERP
There are many records in QAD CRM but the three main records are:
Profile: a business that has an association with your organization
Contacts: people who work for a profile
Opportunity: a business lead/deal.