CRM short course by Aleksandar Huten

I attended course Microsoft Dynamics, ERP and CRM, Megatrein workshop, II edition June 2014.

This is my own short course for beginners that I have created after finished workshop.

After this course I found out these facts about CRM:
-Business is about People and Relationships
-Your customers come with an Acquisition Cost and have a Lifetime Value
-CRM was developed to nurture Relationships
-CRM is your companies front office (sales, marketing, customer service)
After this course I know why you need CRM:
- Business without CRM could lose valuable data when a salesperson quits (one uses outlook, another excel, another evernote, and so on)
-Business lose when data isn’t centralized
- Businesses lose when they fail to spot trends
-Businesses lose when they don’t offer key people a 360 degree view of their customers/vendors
- Business lose when they can’t forecast CAC or LTV
- Business Lose when customers defect to a competitor
After this course I  found out what CRM offers to us:
- CRM systems are modular Accounts, Contacts,Leads,Opportunities,Sales,Quotes,Invoices,Activities,Vendors,Help Desk, CRM systems can contain knowledge bases and make distributing collateral easier, CRM systems organize and relate customer and vendor information, CRM systems may integrate with Office 365, Google Apps, CRM systems may offer Automation (Drip email, birthday greetings, reports and more), CRM Offer workflows such as lead distribution, follow up, activities, CRM offer Analytics , Sales Funnel, Sales forecasting, campaign costs and more, CRM systems can integrate with your website, provide autoresponders, CRM systems can deduplicate data,CRM systems can follow customers on social media, CRM systems can manage marketing campaigns and dollars, CRM systems can incorporate different marketing tracks, CRM systems can integrate with Accounting, project management, office applications.