KHALID HAMAD MANSOOR

ECRM Application Management :
Opportunity Management
➢ Maintain all record of Enquiries received from Prospective Customers.
➢ Maintain profile of Prospects, along with product details interested in, type of opportunity and time frame plan to purchase.
➢ Manage and maintain information about Existing Products owned by Prospects. This helps in assessing replacement / cross selling / up-selling opportunities.
➢ Automates Follow-up schedules of executives. Ensures no calls / follow-ups are missed.
➢ Detailed Profile of Prospects maintained, helps in targeting them for specific Products or Promotions.
➢ Helps Sales Executives prioritize their work, based on Quality of Opportunities being followed up by them (Hot / Warm / Cold).
➢ Recording Source of Enquiry, helps in finding which are more effective mediums for promotion ( eg. Newspaper Ads, Magazine Ads, Field Promotions, Banners, Hoarding)

Cold Database Management
➢ Build and Manages large data bank of Potential Customers. Extracted data may then be assigned to different Sales Executives for follow-up.
➢ Maintains details of every interaction which takes place with Prospect / Customer, including details of what transpired at each contact and what Products Customer bought from Company in past to target in future.

Sales and Prospect Analysis
➢ Analysis of Sales Information which helps organizations in identifying their more profitable Products,
more efficient and productive Sales People, geographical areas from where Sales are higher, sources
of enquiry through which Sales conversion ratios are better.
➢ Analysis of Enquiry Vs Bought, Enquiry Vs Lost, Enquiry Vs Deferred, and reasons for loosing Sales.
➢ Analyze performance of Sales Executives.

Give Training on eCRM application to Salesmen, Branch Managers and Instalment Managers
➢ Give Training to Salesmen on how to organize their daily work by entering all opportunities or lead
details in application.
➢ Educate them to prioritize their work and reuse existing data for targeting their customer in future.
➢ Educate Branch Manager on how to track Sales Team on daily bases through eCRM application.
➢ Educate Instalment Manager on how to use application for taking decision on Lease or Instalment deals.

Sales Coordinator ( Head Office )
➢ Shipment entry
➢ Coordinate with branches for vehicle reservation
➢ Manage Transfers of Vehicles from Head-Office to branches
➢ Follow-up Green Tickets with Custom Clearing Agent
➢ Dispatch Green Tickets upon request and follow-up.

Monitoring Suzuki Website
➢ Adding new Car models as per requirement with all details.
➢ Modifying existing details time to time.
➢ Sending promotion details through website to registered customers.
➢ Answering all mail queries and problems of customers received through website.

Handling Customers Complaints
“Complaints are opportunity for us to strengthen relationship with customers and even enhance their confidence in us. Furthermore, represent opportunity to improve things so that same problem can be avoided in future.”
➢ Handling customer’s complaints through Phone, E-mails, Letters and Face to Face.
➢ Try to resolve complaints as earlier as possible.
➢ Effective measures are taken if complaints are of repeated nature and try to make sure that it will not repeat in future

• Hardware and Network Maintenance
• POS System Management
• Customer Service
• School Package Development and Promotion