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Customer Relationship Management

Customer relationship is indeed one of the most important factors in the business equation. It is applicable for Sales Department to facilitate the process of preparing the quotation, getting the purchase order from the customer, preparing invoice or deli

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The ways of tracking and handling internal, local and international customers vary, and each must be handled in ways which best optimize business growth. The Customer Relation module is developed to keep all considerations in mind, and helps the company structurally tracks, monitors and develop the most optimum delivery and contact path for each group of customers, all in an automated and structured manner.

 

 

 

 

 

The primary Customer Relation modules which are important for all types of business include:

1. MARKETING

The Marketing process is in effect the front door to any business organization. This Marketing module guides and automates the process of sustaining existing customers, developing new customers/markets, surveys, follow-up, meeting customers, etc. It uses the customer information system for analyzing and maintaining existing customers, and also stores records of potential customers, the demographics of potential markets, and survey analysis results. Coupled with the Marketing Calendar, his module enables close follow-up for each customer every time, and together with the personal information profile, arms marketing personnel with the leverage of the most up to date customer information, accessible with a touch of a button. Potential customers are also alerted with reminders set for follow up. The system ensures that NO potential business is left unexplored. Enquiries can be automatically replied with an interim message, followed by a formal reply by marketing personnel. The typical sub-modules included within this module are:
  • Marketing Calendar
  • Customer Trigger System
  • Reminder System
  • Field Reporting
  • Marketing Analysis
  • Promotion & Feedback Analysis
  • Customer Account Information - Order Management

 
2. CUSTOMER INFORMATION SYSTEM

The Customer Information System is common to all types of business organizations, whether in the manufacturing, service, trading, food industry, or community sector. 

This information primarily contains customer contact information, company profile, personal profile, historical queries, events, business dealings, feedbacks, etc. The sub-modules attached include:
  • Company Information
  • Contacts Information
  • Transaction & Queries
  • Event Log & Trigger
  • Category & Profile


3. SALES

The Sales process ensures all parts ordered, arrive at the customer site at the correct time, with the correct quality, mix and correct cost. This system also addresses any customer inquiry, provides tracking information for customer and schedules. Using information of customers from the Customer Information System and Marketing analysis, reports and other information; this Sales module automatically tracks and triggers personnel for follow up, generates the required paperwork, and can report periodically on performances.

The typical sub-modules included are:
  • Acknowledgement system
  • Distribution System
  • Trader / 3rd Party
  • Customer Enquiry Support System
  • Escalation / Cancellation
  • Trafficking & Packaging
  • Freight / Insurance / Warehousing
  • Tax & Clearance
  • Order Processing


4. ORDER FULFILLMENT

The Order Fulfillment process is the process of scheduling and planning for the delivery of goods and services to the customer. This system obtains information from the Customer Information, Marketing, Shipping, system constraints, stocks, and other inputs in order to start a Lot/Form flow. The method and schedule for delivery are predetermined by the system, given the various inputs, constraints, stocks, personnel, etc. This system is designed to trigger for automated closed-loop follow-up, in order to ensure all orders are fulfilled within the specified pre-defined window times. This system will also trigger other sub-modules for acknowledgment, feedback, transportation, delivery methods, etc.

The typical sub-modules included are: