WHAT IS CRM FLOW? CRM BUSINESS WORKFLOW

Finding a lead — your customer — is just the first step.

Project creation, deployment, and billing comes next.

Finally, gain your customer’s loyalty through excellent customer support.

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The Customer Lifecycle
THE CUSTOMER LIFECYCLE (CLICK TO ENLARGE)

UNDERSTANDING THE CRM WORKFLOW IN TODAY’S BUSINESS

More often than not, businesses look for CRM software that is loaded with the most features, has the best reputation, or has what they think are the best features for the lowest costs.

What businesses tend to fail to take into account is how the CRM will impact the flow of their business, their workflow.

CRM software is designed to fit into your business flow to help optimize and improve your processes.

CRM FLOW – WHAT ARE THE STEPS IN CRM WORKFLOW?

 

CRM FLOW FOR SALES

  • The flow of CRM for sales will typically start with the capture of new leads. These new leads will come from webforms, email inquiries, email marketing campaigns, word of mouth or outbound calls.
  • Once the leads are captured the flow of the CRM process will have the newly captured leads assigned to the sales team and scored
  • The sales team will then work the lead and try to close the deal. By using CRM features such as events, tasks, email marketing, reminders and quotes, your sales team has the CRM tools needed to close the deal or reassign the lead as nurture or not ready.
  • Final step of the CRM workflow for sales is the “close”. Upon close, the CRM flow then moves to projects and operations.

CRM BUSINESS FLOW FOR PROJECTS AND OPERATIONS

  • While some businesses may think the flow of CRM ends at the “close”, you know that it’s just the start of the relationship with your newly acquired customer. Now, you have to set up a project for the work that needs to be done for your customer.

Social CRM

Projects & Deliverables
Online Collaboration
  • Following this, you need to create the project, select a project type, assign it to the right team, and create different stages for the project.
  • The final stage of the CRM flow for the project side involves assigning tasks, creating deadlines and dependencies, and working the project until delivery.

CRM FLOW THROUGH ACCOUNTING

  • As you work through your customers projects, you’ll need to bill your customer for subscriptions, expenses, timesheets,product sale, milestones, or commission.
  • Your accounting team will then need to view unbilled charges and apply taxes and discounts.
  • Final stage of the CRM workflow for the accounting department is simple, collect payments and manage overdue accounts.

FINAL STAGE OF CRM WORKFLOW – CUSTOMER SUPPORT

  • Customer support ticket is sent in via mobile app, support ticket, or email.
  • Cases are then assigned to service agents by priority.
  • Support agents can then use the CRM software to view entire customer history including details of products used and past issues.
  • After the problem is identified, support agents can remedy the issue and create an online discussion.
  • Final stage of the CRM flow involves adding the case to the knowledge base and continuing communication with your customer.

 

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