MS CRM Flow

Ms CRM Flow

The Scenario

                Imagine you own a mobile shop & you are selling Nokia, Samsung & Sony mobile phones, You want to increase your sales for this month. As per your policy you are asking & storing some basic details of every customer who walk in to your shop. The information you gather has 2 things, The customer’s full name & his e-mail id.Let’s call this an activity by the name “Increase Customer walk-in Campaign”.

Step1 - Decide and Design Perform

               

Campaign Objective - Its to increase Customer Walk In's and Improve the sales.

Campaign offer - Purchase the new mobile and get 8 Gb MemoryCard free.you have to increase Customer walk in into your shop.For that you have to invite your customer.to invite a customer you have follow following option...

Option1 -

 Personally invite -

                                1.This option will cost you to travel to every customer.

                                2.This option will require a very long time to contact all your customers.

 Make a PhoneCalls -      

                                1.This option will cost you for making the phone calls.

                                2.This option will require a very long time to contact all your customers.

 Bulk E-mail(Practical) -

                        1.Cost implications are very low, As you would already be having a net connection.

                        2.Time taken to inform all your customer would be very minimal as you would just need to draft an e-mail & send the same to your customers.

  

Step2 - OutCome

Steps	Action/Customer Action	Ms Crm Flow
1	SCENARIO ·         Customer walks in & ask for a new mobile YOUR ACTION ·         You show & explain various mobile phones brand wise to the customer. On you asking which one would he be interested in CUSTOMER ACTION ·         Customer tells you he is inclined towards Nokia or Samsung NOTE – He seems to have narrowed down on the brand BUT NOT the product @ a specific model no	LEAD – This customer would be considered a lead within the MS CRM 2011 as he might be interested, BUT mainly he has not decided the product yet. ( The model No’s )
2	SCENARIO ·         Customer walks in again & ask you for specific models of Nokia & Samsung & their feature comparison YOUR ACTION ·         You provide the required information about the products CUSTOMER ACTION ·         Customer says “GREAT”.	OPPORTUNITY – Now the customer has narrowed down the model no. So he is interested in a product & not a brand, So when the product is finalised ( & Not a brand ), Then the customer has matured to become an opportunity within MS CRM 2011
3	SCENARIO ·         Customer asks you for the prices & offers YOUR ACTION ·         You provide the same. A negotiation happens & the final price is concluded CUSTOMER ACTION ·         Customer tells you he will be back with the cash tomorrow	QUOTE – At this stage the customer is asking for prices & other details for the deal to get closed. So it a quote stage within MS CRM 2011
4	SCENARIO ·         Customer tells you the final model no he wants Nokia E5 & after checking the product gives you the money YOUR ACTION ·         You discuss with the customer & accept the money CUSTOMER ACTION ·         Customer waits for the bill	ORDER – As the customer has asked for the product Nokia E5 & also completed all the requirements you have to purchase the product @ payments, He is virtually placing an order on you. This is the order stage within MS CRM 2011
5	SCENARIO ·         Customer is awaiting the invoice YOUR ACTION ·         You check the payment & then provide him with your bill CUSTOMER ACTION ·         Customer Thanks you & leaves	INVOICE – Well after you have given the product to the customer & he has paid you, The final step is to give him the invoice which you do, This stage within MS CRM 2011 is Invoice

So you see how the entire process is related to a CRM,