8（课件）- 《客户关系管理（英文版）》同步教学（人民大学版）

Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited CRM Customer Relationship Management Urvashi Makkar Harinder Kumar Makkar Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Chapter 8 CRM and Sales Force Automation Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Introduction Learning Objectives Sales Force Automation Objectives of SFA Features of SFA Strategic Advantages of SFA Recap Chapter 8: CRM and Sales Force Automation Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited After going through this chapter, the students will be able to: Understand SFA and its relation to CRM Explain different facilities available in SFA Appreciate Strategic benefits of SFA Understand implementations issues of SFA Learning Objectives Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited IT System - Contact Managers - Integration of personal diaries and Contact Information. The organizations wanted to have a solution which can help them keep track of performance of individual sales persons Solution required to tackle fully dependence on sales. persons to drive their sales and contact information. IT companies started offering a new system known as Sales Force Automation (SFA). Later on Marketing and Service Management got integrated to SFA to give birth to CRM. Introduction Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited With the growing size and complexity of the companies, the management of sales and sales force becomes more difficult, when most of the sa