Why pay for a standalone CRM program if you can get all the features in a fully integrated accounting software package.
Definition Sample DefinitionsCustomer focus frameworkKey benefits and how you can use CRM includesGoals to determine CRM success Info we need Set goals based first on leading indicators such as.
Every decision is made after asking the question, “What difference will this decision make for the customer?”
Customer relationship management (CRM) software enables sales and customer service professionals to track critical information about clients and prospects in order to close more deals and to provide better service. Advanced CRM software tools interface with communication and billing tools to provide a comprehensive review of client activity.
CRM typically means something different for every company, depending on who its customers are and how it delivers products and services to meet customer needs. Reaching a common understanding of what customer relationships management means to the company and how it can positively impact the bottom line is one of the first steps in developing a CRM program.
A company don’t have to have a single definition of CRM for the entire company. The definition should detail how the organisation expects CRM to add value to the bottom line.
Research shows that acquiring new customers can cost four to five times as much as reselling to existing customers
“Internal CRM” needs should focus on the information needs of employees/ sales associates and application of customer data.
The company’s long-term CRM vision is to “provide each customer with an optimal customer experience. The company’s goal is to use segmentation strategies to target each customer group’s needs. The company will offer loyalty programs and different products based on customer histories and preferences.
The core goal of Smart-It business software CRM is to ensure a great customer experience, so you can secure and build long term, profitable relationships. Each time you interact with a customer, you have an opportunity to learn important information.
The financial management system tracks the interactions between sales, service employees and the customers creating a complete 360-degree customer view.
Customer Focus Framework
How a contact with a prospect turns into the start of a relationship with a customer. The framework then allows you to develop a holistic view of the entire customer lifecycle and track the customer from acquisition through delivery (of product or service) and from customer support all the way through retention and referral.
1 Customer Identification.
Example different business segments)
2 Customer Differentiation.
Based on knowledge about the prospect and her needs and preferences, the prospect is automatically differentiated into one of several buckets or customer segments. Ex. Electronic interactions are preferred above paper etc.)
3 Customised Interaction
Personal information about their preferences and habits and you in turn agree to use that information in all interactions with the customer in order to serve them better
4 Customer Acquisition
5 Value Delivery Revenues
You must remember that as you deliver your product or service, in exchange for revenues, it is most important to remain focused on value delivered to the customer. Remember To be sure, value is an evasive term, but what is important is that it is always in the eyes of the customer.
6 Customer Service and Satisfaction (Customer service includes all activities that are above and beyond the direct product or service that is sold.)
7 Customer Retention
Building customer loyalty implies repeat customers that come back to buy your products or services,
and keep coming back. Loyal customers expect to be identified and treated differently, and will provide you with information about their preferences in return. They will try new products, offer suggestions for new products and services. They will trust you and tell their friends about your products and services. Classic examples of loyalty programs include Frequent Flyer Programs at Airlines,
8 Customer Referrals
Referrals can be one of the most effective means of marketing to prospective customers, and as such it is important to recognize the referral component of CLV – Customer Lifetime Value. In other words,
even if a customer is not directly responsible for a lot of revenues, s/he may be valuable because of
the referrals s/he provides
Key benefits and how you can use CRM include:
Opportunity managementAccount managementQuote generationCustomer care trackingIncreasing profitabilityIncreasing revenues from existing customersGetting more income for your marketing expensesGetting better customer satisfaction ratingsDeveloping a consistent understanding of who your customer is.Understanding Customer Lifetime ValueFiguring out your Most Valuable CustomersGenerating and managing a continuous customer feedback loop.Streamline general workflow of communications with customersCommunications with customersLead Management - new leads (anyone that has contacted your company)TelemarketingCross sellingUp sellingFrequency and number of live sales callsWhat percentage of total sales are sold this way. Same for e-mail and electronic commerce, Web-site, telephone etc. Goals and best metrics to determine CRM success.
Start with a strategy for collecting, mining, and leveraging valuable customer data.
Info we need from the CRM program:Contact information such as address, email etc.Purchase history, including amount spent, type of merchandise, seasonality, and method of payment. Products ordered per item per groupCustomer preferences, such as colours, fabrics, brands, method of communication..Who are your customers? Better-defined segments that receive more targeted information provide a rich economic prize. Where are they?Where do they need you to be? (where do they want to shop?)What do they need?Warranty recordsCoupon redemption and rebate formsRepairs and service recordsRefunds, invoicing disputes, inquiries, unresolved complaintsRank customers byMoney valueReferrals made by a customerLikelihood and magnitude of volume growth or increased profitsPredictors of loyaltyCreditworthinessAccounts payable – the speed at which a customer paysCollaborative value- willingness to communicate/participate/ respond to surveys. EtcDifferentiate them by their needs. Business customers, consumers, dealers, distributors.National or strategic accounts.Large enterprise customersMedium or small business customersGeographic regionsHeavy users versus infrequent users.Purchase frequency. When is the next purchase due. Did it occur.Complete history of each contact made with clientTrack responses to each promotion effortUse transaction history or other data elements to eliminate customers or prospects from selected promotionsIntegration with e-mail templatesAutomated follow-up remindersCustomer value projectionsTime and efficiency trackingReferral and source tracking Customer interaction centre Example of info to display when a customer phones in.
Overall value to us (1-5)
Number of complaints
Number of referrals
Set goals based first on leading indicators such as.
1.0 Customer satisfaction, customer retention and profitability.
Customer satisfaction as a leading impact indicator of CRM impact and success. Customer satisfaction improvements tend to reflect integrated service platforms, better-informed marketing, proactive service delivery and positive customer-focused program implementation. Customer satisfaction levels must be measured by conducting regular surveys
Retention and profit measures are more firmly anchored to economic performance
Top CRM programs realize that if they can develop customers who are more profitable, overall company profitability will accelerate. loyal customers serve as a critical marketing tool through referrals.
2.0 Measuring complaint levels.3.0 Customer growth and defection.
Growth factors can also include factors such as cross-selling or lifetime customer value.
Growth in new customers
Customer Specific profitability
Customer referral rates
Measure performance and communicate results to ensure accountability.
Give feedback on a weekly basis, comprising of key, directional company and customer statistics. Each department and level of management will have different needs.
What customer data should make it all the way to the retail floor? How can you ensure that valuable customer data gets into the hands of key sales persons at the point of sale.
A good customer relationship management (CRM) program must integrate with all your accounting (book keeping) modules such as quotes, job cards, suppliers, orders, purchases, return to supplier, workshop, general ledger, email, SMS accounts receivable etc.
Smart-IT Acccounting has an advanced module suitable for point of sale ( POS ) for fast and easy invoicing designed for all types of retail stores. Our Point of sale system are easy to use with numerous keyboard shortcuts for fast entry. The POS software supports bar code readers/scanners for faster checkout and inventory control.
HighlightsUnified Customer (Debtor) Invoicing and Cash InvoicesRetrieve archived invoices with numerous filtersCredit notes (unique feature: Get info directly from Inv. )Multiple PLU’s / barcodesLoyalty cardsGift vouchersUnique filtering options to answer questions such as: How many invoices on a certain date for a spesific employee was below a certain amount etc.Optimized workflowone button previous invoice printingintegrated stock searchfast customer lookup via barcode scan or loyalty cardextensive customer lookupRecurring invoices - One click processing, month based frequency, bulk change orderno and next payment date
We offer integrated e-commerce websites to sell your products to a local and global audience. We also provide static websites if you just need a basic web presence
E business or e-commerce is fully integrated in the software package. Do you want to put your shop on the web? We will take all the risk. No exorbitant fees.
Our ecommerce website design and development services range from a basic site with a premade design to a total custom design and custom development for your premier online web shop.
Integrated online shop/ecommerceExport your stock directly to the web: multiple images, featured,special prices,etc.Manage your stock from the comfort of Smart-ITWe support Prestashop e-commerce software as well as BigCommerce.comHosting and managing the websiteDesigns range from customization of default templates to entire custom designKey FeaturesOne click export to web shopExport thousands of items without any additional feesManage your own content using the user friendly Control Panel (we also help with this for a reasonable fee)Search engine optimized (Google friendly)Online manual for Control PanelMany payment gateways supportedMultiple delivery methods supported
Looking for most innovative featured accounting software system such as Stock Management System, quotation software, invoice software, point of sale software and many more contact Smart-It
Mark John Waite's insight:
General LedgerDate-driven system – no more month- and year ends.General functions such as ledger journals and bank reconciliations.Reports, trial balances, income statements, VAT reports, cash books, as well as unique functions for tracing errors.Bank reconciliations.
Job Card Software for managing a workshop using job cards
Mark John Waite's insight:
Job Card Software
If you have a workshop in your company, Smart-IT accounting software makes managing and profiting from it easier. Smart-It bookkeeping and business solutions increases workshop productivity by integrating critical repair and service information via the job card system thus improving customer satisfaction. All job cards are held indefinitely and may be accessed anytime at the touch of a button.
Smart-IT job card software is ideal for garages,repair shops,maintenance,computer workshops.
Workshop Software Features
* Unique to Smart-IT
Job card maintenanceJob card lookups with drilldownsActive job card management*Non complete managementCustomer care and research*Job reports per employee and typeTariffs and table maintenanceChange Job card to invoice with options*Assign your own defined statuses to jobsKeep track of different statuses within jobsService feedback function to measure service levelsSi+ workshop software allows you to design your own job cards, job card label report, job card invoice report.Document imagingSome of the reports available in the workshop/jobcardAll active job cardsAll not active job cards (jobs waiting for parts or confirmation)All cancelled job cards (job cards can't be deleted)All job cards ready for collectionJobs that must be finished todayJobs ready for collection in the workshopAll comebacksand many more custom reports through our grid report function
Smart-It accounting software gives class leading stock control and inventory management with advanced automatic stock level and ordering
Mark John Waite's insight:
Extensive description and segmentation of stock.Effective handling of multiple price allocation units.Images of products with descriptive/order history.Simplified data filtering to track products with similar characteristics.Sophisticated price determination.Efficient purchasing through electronic supplier comparison and sales statistics.This stock software guarantees hassle-free cost allocation.
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