Popular CRM Interview Questions

Definition of CRM?

CRM means Customer Relationship Management. The approach of identifying, establishing, maintaining and enhancing lasting relationships with customers. CRM helps on “Enterprise manage Customer Relationship” in an organized way.

Why towards CRM?

  • CRM is a Software, System, Technology.
  • CRM is data storage and analysis.
  • CRM changed corporate culture from a transaction focus to a customer-centric one.
  • CRM is “Managing demand”.
  • CRM is a strategy cycle focusing on customers.

Benefits of CRM?

  • Growth in the number of Customers.
  • Maximization of opportunities.
  • Long term profitability and sustainability.
  • Helps sales staff close deals faster.
  • Reduce cost.
  • Increase customer satisfaction because they get exactly what they want.
  • Ensuring customer focus.

Importance of channels?

Key data about customers come from channels. Channels are the way, A company interact with customers.

What is a customer?

A Customer is a transaction, an Account, an Individual and a household.

Value of gathering Feedback.

  • Understand what your customer really needs.
  • Gives users a voice.
  • Make them part of the process and
  • Drive adoption by giving user’s need.

Methods for gathering feedback

  • Phone.
  • Voice Mail.
  • Email.
  • Meetings.
  • Surveys.
  • Committees and so on.

Different CRM Technologies?

  1. Marketing – List generator, campaign management, and Cross-Selling.
  2. Sales – Sales management, contact management, Opportunity Management.
  3. Customer Service – Contact center, web-based self-service and call scripting.

Explain Salesforce CRM and other CRM products?

Salesforce CRM is a Software as a Service product that which the following features.

  • Cost is less.
  • Time is saved.
  • Complexity less.
  • Resources less.
  • No version update by use.
  • Maintenance easy.
  • No limit investment.
  • No software and Hardware.
  • Pay per user.
  • Offers the fastest path to customers.
  • Elastic, no Database, no Operating System and
  • Multitenant Architecture.

Other CRM products

Other CRM products like SAP CRM, MS Dynamics, Siebel CRM and other. All these CRM products require initial investment and the cost is more when compared with Salesforce CRM.