Abstract
Introduction
Aims
objectives
Specific assessment criteria (please emphasize more on this criteria)
1. Managing leads/prospects/customer/etc records – difficult, easy, time to learn?
– (Consider conversion of Leads)
– Why convert leads
– Consider how the data in a Lead record changes.
– explain the role that a marketing and/or sales campaign (within the context of CRM):
2. Handling customer relationships – what’s available, multi-channelled communication?
– (Study the conversion of Leads into other types of records such as Contact, Account and Prospect)
– What happen to the leads records
3. Availability of report creation?
Look at Analytical CRM
Some CRM modules focus on customers or products:
Customer and product management applications offer a suite of dedicated functions and modules that sit across sales, marketing and service.
Companies that market, sell or service through channel partners use PRM (partner relationship management), rather than CRM, solutions.
CRM analytics are often regarded as a separate suite of applications with specialist solutions and vendors.
What Analytical CRM report is? 1: Talk about the Standardised reports, 2:Query-based reporting& the concept?
What zoho CRM offers and how it fit in with analytical CRM
4. Efficiency of customer communication?
5. Automation of customer services?
– (Relate to the record keeping of contact details)
6. Creating, managing and executing a sales campaign.
Sales campaign – implementation of a sales strategy for a product or a market segment in a geographical area to achieve specified objectives using a CRM system.
7. Creating, managing, and executing a marketing campaign.
Marketing campaign – The efforts of a business or a third-party marketing company to increase awareness for a particular product or service, such as those that can be used to convert leads, or to increase consumer awareness of a business or another type of organisation. A marketing campaign has a limited duration
8. ENB application of workflows – creation and/or accessibility, and compliance.
-how the ENB application of workflows relate to leads and others
9. Scheduling customer services, what’s available and how does it work?
Generic assessment criteria
10. Packaged functionality
› Review different features associated with Zoho CRM.
› Can Zoho CRM support the Customer Lifecycle? If so, how?
› Explain zoho CRM the version that we have and its entirety
› Look at the functions available and the thing it could do ( navigation bar)
› explain what kind of features they have (zoho)
› What core features are available?
› Leads, opportunities, potential contacts and reports ( explain what kind of report they are)
› Note: Please put the details for packaged functionality in a table form.
11. Easy customisation using the available options
– Can customisation suit any business need?
– Customisation ( related to work flows or business processes)
12. Familiarity in the user interface
– Navigation?
– How easy to navigate ( think about how to use usability, for example the screen is too big causing many scrolling )
13. Scalability and stability
– How many users? What is the cost? What is the available time?
– How many user you can have, what is the maximum number of user :produce a table ( how much it cost for the maximum contacts, you have to look up about the price for the contact)
– produce a table to show
14. Recommendations and Conclusions
15. Evaluation
evaluation should be based on this table
Stage Criteria
1 Managing leads/prospects/customer/etc records – difficult, easy, time to learn?
Handling customer relationships – what’s available, multi-channelled communication?
Availability of report creation?
Efficiency of customer communication?
Automation of customer services?
2 Creating, managing and executing a sales campaign.
Creating, managing, and executing a marketing campaign.
3 ENB application of workflows – creation and/or accessibility, and compliance.
Scheduling customer services, what’s available and how does it work?
ENSURE WORK RELATES TO ENB CASE STUDY AND THEY SHOULD ALL LINK
USE THEORIES AND REFERENCE 20 ( HARVARD APA 6TH EDITION STYLE )
DON’T SPEND TOO MANY WORDS ON ONE THING
USE APPENDIXES
