How can learn CRM?

Question

i am hemraj and working with tata teleservices i want to learn CRM

Answer 1

A customer relations management system (CRM) is a software program that allows the user to process customer orders, access product and customer information databases, enter data about a customer's problems and concerns, and enter data about how the problem was solved. It can automatically ring the phone of the next available agent using a queue.



The graphical user interface is user-friendly, and offers a variety of different screens, menus and dropdown listboxes. The user navigates the various screens—as appropriate—to retrieve information from the database, as well as to enter commands and customer information.



What type of information do you want to learn about customer relations mananagement systems? Do you want to learn how to use the software itself? Or, are you interested in it from a call center management perspective?



To understand how to use the software, you must simply read through a CRM manufacturer's user's manual. Familiarize yourself with the menu commands, the various screens, and the overall features. Most importantly you must understand the screen navigation and proper call processing—from the beginning of a call to the end.

Several major CRM manufacturers include Siebel, Avaya, and SAP, Peoplesoft.

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If you want to look at a UserManual, with instructions and screenshots of a CRM sold by Avaya then click this link:



http://support.avaya.com/japple/css/japple?PAGE=ProductArea&temp.productID=210639&temp.bucketID=160257



It takes you to a page with a list of downloadable CRM user guides and information sheets. The first two items on the list are user guides to an Avaya CRM product called Contact Center Express, Click on a link to download a file. Note: These files may be over 100 pages each, as they are actual user manuals.



1) Avaya Contact Center Express Release 3.0 Agent User Guide

2) Avaya Contact Center Express Release 3.0 Desktop User Guide

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For an index of hundreds of articles on all aspects of call center operation:



http://www.incoming.com/WebModules/QueueTips/index.aspx

Answer 2

Hi,



Most of the CRM has same underlying concept. You may want to learn with some YouTube videos. The one that I like is http://www.youtube.com/watch?v=BMtv6sbmdLc



You can check out other videos in this channel to have an incremental knowledge about the same.

Answer 3

You cannot learn CRM as it is about customer relationships but if you want to understand what CRM is and what are the best practices there are some books one of them being:



"Customer Relationship Management: A Databased Approach."

V. Kumar and Werner Reinartz

John Wiley & Sons



The book is written by one of my ex-professors Werner Reinartz, who is known in the industry to be one of the leading thought leaders in this area. You can see more on his website - http://www.reinartz.com/ for articles etc.



You can also learn from Oracle, SAP etc website which sell products in this area.



A 3rd option is looking at other CRM websites such as:

http://www.crmguru.com

http://www.crm2day.com

http://www.searchcrm.com etc.

Answer 4

Improving and becoming a better CRM Developer is a state of mind/attitude, you have to want to get better, you have to strive to be better every day. It’s like trying to get someone to read a book you like, you can’t make them read that book no matter how good you say it is, it’s only when the person wants to read it.

Answer 5

CRM has many definitions depending on what your looking to accomplish. If your working with tata teleservices are you asking how to learn their internal CRM or are you asking how to learn proper customer relationship management to advance your career at tata teleservices. It sounds like the later to me and you can find lots of information that can teach you various processes that can help you better manage your customer base available online. Many of the answers here are based on CRM Software that are automated tools that allow you to automate and manage many of the tasks you need to accomplish with each current or potential client. The software provides a 360 degree overview of the interactions you've had with each client so your better able to take them step by step through the sales process and continued customer service post sale.

Answer 6

you can learn here:



http://www.ictroi.com/