How CRM can manage your Leads and Customers || Delipat || Rajesh Chatterjee

In this video, we will talk about a customer’s journey where CRM can help the customer. To understand the customer’s journey, let us understand the lead life cycle first so that any customer can turn into a lead, to begin with. You definitely need a CRM to manage all your Leads or Customer. For example, if you are selling a business or service to the world, anybody who is interested in your business and services is called a lead. Lead can be generated from different channels. The person who is interested in your products or services will communicate with you through channels like email, SMS, etc. and thus records are stored in CRM. In this manner, leads are generated. The channels through which lead can be generated are- EMAIL WEBSITE ON-SITE VISIT MOBILE APPLICATIONS BUYING LEADS INFORMATION Once the lead information is stored in the CRM the next step is LEAD ASSIGNMENT. Whenever a business gathers leads, there are multiple sales executives who will handle the leads in segments. CRM is responsible software that handles the lead assignment. Any lead that has been onboarded into the CRM can have business logic at the back end, to understand which leads are coming from which segment and assign them accordingly to the representatives. At times those customers using CRM wants the lead assignment to be done on a round-robin basis. The next is the LEAD ACTIVITY. For example, if any executive communicates with the lead, the information will be recorded in the CRM so that the next executive can go through the conversations before communicating with that lead. The executive can also create a task as a part of the activity as a follow-up for the lead. Another example of activity is that you can configure CRM according to the need, like sending an email, etc. With CRM you are not required to go to any other platform to send that email. The next key field is LEAD STATUS. If a lead has been generated and it is in the prospecting stage, after an executive contact the lead, the status becomes contacted and if the lead is interested after contacting the lead gets converted into prospects. After the leads get converted, the CRM will take care of which product or service to sell to the lead. Once the product has been tagged to the particular prospects, the next part is Quotation. It tells about the charges and tax information. After the quotation is accepted, the next comes orders.CRM takes all the payment information and uploads it into the financial system. CRM then creates order. Next CRM can at last cross-sell and upsell to the appropriate customers. #customerjourney #customerjourneyofcrm #customerrelationshipmanagement #crm #customerexperience #sales #salesforce #salesforce #salesforcedemo #salesforceaccount #crmmarketing #salesforcecompany #sugarcrm #salesforcemarketingcloud #service #cloud-based #customerservice #customerjourneymap #salesforcecommunitycloud #salesforceservicecloud #salesforcesalescloud #crminthecustomerjourney#Salesforcecrm#SalesforceLeadmanagement customer journey map workshop creating a customer journey map crm and the customer journey manage customer journey crm & the customer journey how to create a customer journey map how to create a customer journey map crm and customer experience how to create a great buyer's journey customer journey,customer journey of crm,customer relationship management,crm,customer experience,salesforce,sales force,salesforce demo,salesforce account,crm marketing,salesforce company,salesforce marketing cloud,customer service,customer journey map,salesforce community cloud,salesforce service cloud,salesforce sales cloud,customer journey mapping,what is a customer journey map,customer journey map template,service design,customer journey template, Salesforce and Leads, CRM for Lead Management, Salesforce for Lead Management, Salesforce Sales Cloud.