CRM interview Questions and Answers Part 2

9. How can a CRM help in managing customer emails?


CRM can be pretty helpful in managing the emails from customers. It can:

i.) Sort the emails from customers.
ii.) Automatically send an email to right destination with set rules.
iii.) Send auto replies.
iv.) Correlate the emails, incidences and customers.
v.) Manage emails with multiple attachments.

10. What are the main features of Analytical CRM?

Answer:The main features of Analytical CRM are as follows:

i.) Customer Acquisition and retention are the main functions of Analytical CRM.
ii.) The data gathered from different channels is analyzed in a structured manner.
iii.) It analyzes the key performance indicators and improves the effectiveness of CRM system.
iv.) It helps to improve quality of support and also sets a channelized process in Sales and Marketing.

11. What challenges does a company face while implementing CRM?


Here are the common challenges faced by the companies while implementing CRM:i.) Lack of clear, measurable objectives.  You need to understand and should be able to track the return on investment.

ii.) Not documenting the requirements clearly. CRM is not an IT project. Many organizations do not appoint a core CRM team to work with employees, company's stakeholders to understand the requirement. You need to have a clear understanding of the requirement and then you can ask the concerned department to implement CRM.

iii.) Not getting the trainers for employees to have a clear idea about CRM process.

iv.) Lack of clarity in the implementation process.

v.) Lack of security measures to avoid unauthorized access to data and security attacks.  

vi.) Choose your CRM partner wisely. Select a partner who can take care of your entire CRM requirement such as maintenance, customization, consultation, etc.

Once CRM is implemented map your business operation with CRM applications.

12. In order to utilize your CRM optimally, what things would you recommend?


Here are a few things you need to keep in mind to utilize your CRM optimally:

i.) Check and review your data: Make sure your data is accurate and up to date. Eliminate unwanted information.

ii.) Understand your customer's preference: See how they interact with you. Customers can contact on chat or a phone call or use social media platforms. Know their preferences. This will make it easy for you to interact with the customers at a personal level.

iii.) Personalized service: Personalized emails can improve your click through rate if you are sending it at the correct timing.

iv.) Ensure you have well trained customer representatives: Make sure they listen to the customer's questions properly and provide the best solution.

13. How can the marketing campaign along with CRM convert leads into sales?


Here are a few things that you need to bear in mind to convert leads into business:

i.) Categorize your customer data so that you can create a marketing plan according to the product and service.
ii.) Compare different campaigns based on the results and workflow.
iii.) Measure the performance of each campaign so that it can be customized and you can stay ahead of the competition.
iv.) Analyze the successful and not successful campaign. This will give you the scope for improvement.
v.) Know how many campaigns have resulted in sales, you will know which campaign gave you a new opportunity.
vi.) Execute, monitor and manage the campaign on multiple channels.

14. Name some popular CRM products.


Some of the popular CRM products are:

i.) Salesforce CRM
ii.) MS Dynamics CRM
iii.) SAP CRM
iv.) Oracle CRM
v.) Sugar CRM

15. What are the skills required for a CRM professional?


CRM professional need to have managerial skills, people skills, creative skills and process focused knowledge to work effectively. Some other required key skills are:

i.) Excellent communication skills.
ii.) Analytical skills.
iii.) Technical skills.
iv.) Customer Service.
v.) Organization skills.
vi.) Interpersonal skills.

While answering this question, keep a few examples ready. The interviewer may ask you to give examples where and how you have demonstrated these skills.