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0:00
Hello. My name is Kenneth
Le Meunier-FitzHugh.
In this session, I'm
going to look at
the management of the sales
team through CRM systems.
0:11
We'll consider the
management through
automated assistance and
in virtual environments,
customer relationship
management,
commonly known as CRM,
digital skill training,
and conclusions.
0:26
To manage the customer journey
and the sales environment,
organisations have invested in
customer relationship
management, commonly
known as CRM systems,
that are designed
to help establish,
build customer/client
relationships
by integrating customer
data digitally.
CRM has been defined
as "The building of
customer-oriented
culture by which
a strategy is created for
acquiring, enhancing,
the profitability of, and
retaining customers,
that is enabled by
an IT application for achieving
mutual benefits for
both the organisation
and the customers."
In essence, the CRM
software consolidates
data collected on the
customer activities
from all forms of communication,
face to face and digitally,
into one digital place so it
can be analysed and
cross-referenced.
Therefore, CRM is a
strategic software
that allows the organisations to
leverage customer
data to increase
the sales opportunities and
to enhance customer
satisfaction.
1:37
CRM systems help sales staff
to record basic information
about customers,
names of contacts,
and their potential
purchasing activities.
In B2B businesses,
due to the large number
of people involved,
sales staff can use the
CRM system to record
conversations with
different people
and identify the
decision-makers.
The system records data from
all sources such as calls,
emails, social media activities
and online inquiries,
and draws in and stores data on
preferences from the
client's communication,
distinguishing
customer values, and
prioritises customers to enhance
customer retention and profits.
The information provided
by this technology
enables salespeople and
sales managers to meet
their customers'
expectation with a unity of
direction, and better time
management and efficiency.
