Customer Management is a fundamental part of the customer relationship management (CRM) process. Managing the customer lifecycle is of utmost importance for businesses. As important as it is to acquire new customers, retaining the old ones is equally crucial.
Hence, the process of CRM is one of the most crucial areas of focus for organizations. And it also happens to be one of the most fleshed-out functions in the SAP Business One ERP solution. It offers a wide range of tools that aid you in completing all the stages of CRM like:
- Generating Brand Awareness.
- Acquiring Prospective Leads.
- Converting Prospects into Customers.
- Providing Supreme Service & Support.
- Gaining Customer Loyalty.
CRM features in SAP Business One not only help in acquiring and managing consumers but also aids in retaining them. And we all know how good loyal customers are for a brand and its image. Loyal customers also bring unintended dividends in the form of referrals and upselling. Every brand is aware of the value of a customer’s word-of-mouth promotion and the weight it carries.
To reach that level of customer affinity towards your brand, you need to have a strong rapport with your customer. The beginnings of that rapport start with customer management. Managing customers from the moment of acquisition to providing services and beyond; matters a lot.
With SAP B1s CRM functionalities, you can ace customer management. The customer is the center of everything in SAP Business One’s CRM processes. SAP B1 grants you access to their preferences, needs, buying behaviors, purchasing patterns and more. Everything about the consumer is carefully analyzed & served to you as strategic data for your sales teams to work.
It makes the task of customer management easier and gives your marketing teams the extra room to come up with something unique for consumers, both old and new.
SAP Business One has extensive features for CRM. Some of them are:
SAP B1 allows you to set up and run marketing campaigns with ease. You can import contact lists from MS Excel and segregate them based on various criteria. You can turn a qualified lead into a sales opportunity and run emails and other marketing campaigns. Plus, deep analysis of all your campaigns and their performance is always available at hand.
Opportunity and Sales
SAP Business One allows complete control to track sales opportunities and activities – from initial contact to the final sale. You can manage the sales process, predict potential and analyze various outcomes. There’s also a provision to track opportunities, gauge revenues, create quick price quotations and orders, and manage billings.
Customer Contact & Data
Through its customer master record feature SAP Business One allows you to store and manage lead and customer data. Customer information such as names, addresses, phone numbers, email IDs, tax information, and more can be created and saved in the database. Crucial customer payment-related information such as credit lines, balances, bank/credit card information, and more, are stored in the customer master record. The best part, it is accessible on all devices that can access SAP B1, be it a web browser or a mobile device.
Customer service is a prime aspect of the customer management process. It is a make-or-break stage for how your relationship with the customer progresses. To that end, SAP B1 offers features that help simplify customer service. You can easily manage service calls, contracts, warranties, and more. Your representatives also get the ability to monitor and track customer complaints and resolve them swiftly.
Businesses conduct a lot of activities such as appointments, e-mails, phone calls, meetings, service calls, tasks, letters, etc. The Activity Management feature of the CRM functionalities of SAP B1 is perfect to manage all these one-time or recurring processes with ease. In it, you can create, monitor, and keep track of all such activities both independently or relating to business transactions or partners. You can view the entire history of activities and interactions with business partners as well. Plus as all these activities are automatically recorded in the calendar, it helps in planning days, weeks, and months ahead. Activity management brings efficiency and productivity to customer relationship management like no other.
Reporting and Analytics
Reporting and analytics functions are one of the most comprehensive and critical features of SAP Business One. And the same is available for customer management as well. You get access to real-time analytics and can create thorough reports on sales processes, sales forecasts, and pipeline tracking. You also get the ability to create custom dashboards to pick and choose the analytics you want at a glance for a complete view of your customer and sales data. The feature also saves time thanks to the ready-made templates available for you to choose from.
Summing it up, the CRM features and functionalities in SAP Business One are unparalleled. It gives you a 360-degree view of your customers and your relationship with them. It lets you understand your customers and helps optimize relations with unmatched efficiency, quick response to problems, and utmost finesse. It results in superior customer management and satisfaction.
Combined with opportunities management and sales cycle processes, it ensures the influx of new consumers leading to sustained growth and increased revenues. If customer management or CRM, in general, is a priority for you, then look no further than SAP Business One.
Want more helpful information about processes in SAP Business One? Or would you like a more in-depth understanding of SAP Business One? Then get in touch with Accelon - a Certified SAP Business One Gold Partner & the most reliable ERP software provider in India.