Customer Relationship Management-A case study on MBL. 1. Introduction The first chapter is the introduction chapter of this report. Download a free CRM template for Excel - a simple Customer Relationship Sales Log - If you want to create monthly or quarterly or annual sales reports, you' ll. Chapter 1. PeopleSoft CRM Sales Product Configurator Reports. Chapter 2 For example, you can view all of the cases handled by an agent.
This feedback is further analyzed and explored at the time of product development and design of both existing and new product. QUESTION - 3 Ways through which sales representative can make its sales presentation more valuable There are numerous things which help sales representative to bring more attention of the potential customer towards it.
Some of the best traits a sales representatives should posses are as follows- Relationship Oriented- A sales representative must be relationship oriented to make company attached to the customer needs and requirements. It should facilitate after sales service to the consumers at utmost ease Cecil and Rabinowitz, This will help Sales representative to convert potential lead into potential customer.
Customer Relationship Management Assignment Sample
Professional- A sales representative should be very professional for his work then only it can influence buyer decision to buy the product Thull, He should be comfortable to handle customer queries in efficient manner.
Reliable- This is very crucial aspect of a personal selling. The sales representative of a firm should be very substantial on the commitments he makes with the potential clients or the leads. It is always suggestible that the communication between prospective customer and sales representative should not be ambiguous Domagalska, Customer-focused- A sales presentation of Sales representative would be more relevant and interesting for the prospective customer when the sales person is more consumer-focused.
This helps to construct strong trust of customer on both i.Free PowerPoint Presentation Template on Global Customer Relationship Management (GCRM)
Though it has some disadvantages like it bears high cost of implementation and execution. In addition to that it also requires long time for successfully implantation in the whole organization. Furthermore, it was also found that personal selling plays crucial role in collecting information about the customer responses and feedback.
This information is further recorded in CRM software and analyzed to draw important decisions regarding resolving consumer conflicts and product development and designing.
6 Customer Service Reports That Every Manager Needs
For example, if you start to notice an increase in requests on Saturdays and Sundays, it might mean that you need to schedule your team to work on the weekend.
Another example could be that the number of requests suddenly increases by twice as many overnight due to the success of the new email marketing campaign. Therefore, the next time your marketing team plans to send out an email campaign, you know to schedule in more staff on the following day in order to answer these requests in a timely manner. With this report, you can measure the performance of individual customer service agents, allowing you to identify how productive each agent is and how many requests they are able to handle.
One way to solve this is to automatically assign requests to the next available agent so that all requests are distributed equally.
Another example might be that one agent is answering too few requests compared to the rest of the team. If an agent is struggling, then you should consider conducting a training session. Average response time is calculated from the time a request has been sent by a customer, to the time an agent has responded.
For example, if a customer sends a request at 3pm and a customer service agent responds by 4pm, then the response time is one hour. The faster you can respond to a customer, the better service you deliver.
6 Customer Service Reports That Every Manager Needs
Another reason for taking too long to respond might be due to the responses themselves. Are your agents creating each response from scratch? Are lengthy emails slowing down your response time?
For example, if an agent responds to a customer and the customer replies, the same agent will receive the customers reply. Another benefit is that instead of creating a new response from scratch, you can create a set of customer support email templates that all of your agents have access to. This way, all your agents can select well-written email templates and respond as quickly as possible. As well as response time, average handle time is essential to achieving best in class customer service.
Your customers not only expect to get a response quickly, but they also want their issues handled quickly. Handle time is calculated from when an agent reads a request to when an agent responds to the customer.
This would be reported as a handle time of 20 minutes. If you see that the average handle time is increasing, it means your team is becoming less efficient and may require additional training. Another benefit of using customer service software is that you can prioritize requests that have not been responded to within a specific time frame.
For example, if a request has not been assigned to an agent within two hours, it will be automatically distributed to the next available agent. This way, no request goes unanswered!