RE-DESIGNED BY ONLINECRM.VN

Transcription

1 RE-DESIGNED BY ONLINECRM.VN

2 DYNAMICS CRM PROCESS FLOWS

3 Symbols System Manual Other Component Or Process System Task Manual Task GAP Explorer From Selected From External Process Source Sink Explorer Report Selected Report Decision Data store Border for inherited symbol (link in hierarchy) Manual Decision Junction

4 I. MARKETING AUTOMATION

5 CRM Marketing Automation Marketing 1.0 Marketing Planning & Budgeting Marketing Objectives 2.0 Target Market & List Budget Information Groups Target 3.0 Planning & Creation Plan (ready for launch) 4.0 Launch & Responses and handover to Sales Force 5.0 Marketing Information Tracking & Reporting

6 Marketing Automation 1.0 Marketing Planning & Budgeting Marketing Manager Performance report Last year s plan & budget Review last year s Mktg plan & outcome Customer Product View report Define new Marketing plan Establish & Request Buger Buget approved? 2.0 Target Market & List Customer defined reports Revise Plan & Budget

7 Marketing Automation 2.0 Target Market & List Marketing Person 1.0 Marketing Planning & Budgeting Objectives Objectives Import external list Staging Database Validate and/or cleanse data Clean Data Import List New list CRM Database Marketing List Create Marketing List Manager Member Objectives New list CRM Database Marketing List Advanced Find New list Merge List? No Merged List Existing or New? Create a new campaign Merge List Add list(s) to Existing 3.0 Planning & Creation

8 Marketing Automation 3.0 Planning & Creation Marketing Manager Marketing Person 1.0 Marketing Planning & Budgeting CRM Database 2.0 Target Market & List Objectives & budget 3.2 Create Quick Target Market New or Existing? Detailed Launch Plan New Existing No test required Create 3.1 Plan Run Test? Analyse Test Results Ready For Launch? Revise 4.0 Launch &

9 Marketing Automation 3.1 Plan Marketing Person New or Existing? Existing New Create Planning Tasks Activities Target Products Sales Literature Target Marketing Lists Related Run Test?

10 Marketing Automation 3.2 Create Quick Marketing Person (or Sale Person ) CRM Database Marketing List CRM Database Accounts CRM Database Contacts Create Quick (wizard) Define Activity Assign Owner Specify Content Create CRM Database Leads 4.0 Launch & CRM Database Advanced Find (search result)

11 Marketing Automation 4.0 Launch & Marketing Person Sales Person 3.0 Planning & Creation Opportunity (Sales ) Quick s Information Request Lead (Sales ) Launch Monitor Responses Respone Rates Satisfactory? Complete Lead Generation Resive No Request for Offer, Sales or Service Call Order Mgt (Sales ) Terminate Respones Rates Sales Results 1.0 Marketing Planning & Budgeting Marketing ROI & other KPIs Marketing Information Tracking & Reporting

12 II. SALES MANAGEMENT

13 CRM Sales Sales Person 1.0 Sales Team & Territory Sales Teams & Territories 2.0 Lead Lead Statistics Qualified Leads handed Over to Sales Org. 3.0 Opportunity Opportunity Statistics Won deals 4.0 Order Sales details 5.0 Forcasting & Sales Analytics

14 CRM Sales 1.0 Sales Team & Territory Sales Define Sales Users Sales Users Users Setup for Leads Define Sales Quotas for Sales User Sales Quotas Users Quotas set for Sales Users Define Territories for Lead Distribution Territories Territories defined Define Sales Teams for Leads Sales Teams Sales Team 2.0 Lead

15 CRM Sales 2.0 Lead Marketing Person Sales Person Agent Import Lead 1.0 Sales Team & Territory Maketing Sufficient Information?? No Lead Qualified? Qualify Convert Lead 5.0 Forecasting & Sales Analytics Contact Lead Leads New Lead Assign to Sales Rep Disqualify Lead Convert Lead Existing Customer? No No Look up Customer Update Information Lead Qual. Activity Create Account Create Contact Run Quick? Account Contacts Create Opportunity Quick (Marketing ) Create Account Create Contact 3.0 Opportunity

16 CRM Sales 3.0 Opportunity Sales Person 2.0 Lead Opportunities Select price list? Existing price list? Select Price List Add Product Existing product? Select Product New Price List 3.1 Product & Price Close Opportunity Opportunity Won/Lost? Create Quotation and/or Order 4.0 Order Lost Close Opportunity New Competitor Analyse Opportunity Evaluate reasons Out-sold or cancelled? Identify competitor Competitor Existing Competitor Select Competitor 5.0 Forcasting & Sales Analytics Cancelle Analyse reason For cancellation

17 CRM Sales 3.1 Product & Price Sales Person Existing product? No Discount List Define Discount List Product Unit Group Define Product Unit Group Setup Completed New Competitor Price List Define Sales Users Product Define Sales Users

18 CRM Sales 4.0 Order Sales Manager Sales Person Revise Quote Required? 4.1 Create & Manage Quote Quote Details Review Opportunity Opportunity Update Opportunity Proposal Accepted? No Revise Quote? No No Customer/ Prospect Customer Response Run Quick? Quick (Marketing ) Close Opportunity? No Opportunity Closed Opportunity Statistics Print and send and/or Fax invoice 5.0 Forcasting & Sales Analytics Convert quote in order Order Create SO status Invoices Invoice Invoice updated Invoice Paid? Sales Statistics Print and/or send invoice (electr.) Update in finacial system

19 CRM Sales 4.1 Create & Manage Quote Sales Person Quote Required? Update Quote Quote Update Price Create Preliminary Quote Approve Quote? No Review Price Revise Quote Sent Quote? Quote Details Review Opportunity Customer Response Print & Sent Quotation(s) , Faxed or Posted Customer/ Prospect

20 CRM Sales 5.0 Forcasting & Sales Analytics Sales Person & Sales Manager & Select Reports Sales - Reports Select Filler Criteria Order Select Filler Criteria Invoice Account Distribution Order Competitor Win Loss Invoice Lead Source Effectiveness Account Overview Products by Account Invoice Status Neglected Leads Account Summary Products by Contact Neglected Account Quote Sales History Sales Pipeline

21 III. SERVICE MANAGEMENT & SCHEDULING

22 CRM Service & Scheduling Service 6.0 Workflow Workflows and Case Mgt rules 1.0 Contract Service Contacts established 2.0 Case Case Resolution feedback Case Resolution statistics Resloved cases documented as KB articles 3.0 Knowledge Base Cases requiring Service activities 4.0 Service Scheduling Service Activity Statistics 5.0 Service Reporting & Analytics

23 CRM Service & Scheduling 1.0 Contract Service Manager Sales Representative Contract Templates New Contract Templates Set Allotment type, Service Level Discount type & Billing frequency Contract Create new contract Contract Information Complete Customer &Billing infor Contract Lines Allotment Discount & Product into Invoice Contract Contract Ready For SRs 2.0 Case

24 CRM Sales 2.0 Case Service Manager Sales Representative CRM Database Account CRM Database Contacts Contract Templates All cases must have a Subject 1.0 Contract 6.0 Workflow Service Request Phone, fax Web, Case Information Existing Case? No New Case Complete Case Info 2.1 Case Assigment Case Accepted 2.2 Case Resolution Review Case information Case Information Review Case history Case History Proceed with Case Resolution 3.0 Knowledge Base

25 CRM Service & Scheduling 2.1 Case Assignment Sales Person & Sales Manager & 6.0 Workflow Assigned Queue items (other SR) Assign Case No Queue items (Queue) New Case Assigned Queue items (workplace) Accept or Reject Accept Case In Process Queue items (workplace) 2.2 Case Resolution

26 Service & Scheduling 2.2 Case Resolution Service Representative Assign back to orginal SR No, Escalate (Re-assgn) case Service required?, Schedule Service Appointment 4.0 Service Scheduling 2.1 Case Assignment No Service Concluded 3.1 Knowledge Base Search Look for smilar case, question, subjects Relevant case found? Send KB Article Document Resolve case Customer Receives solution, add case Resolution to KB Resolution Satisfactory No, Customer Call-back 3.0 Knowledge Base Re-open case

27 Service & Scheduling 3.0 Knowledge Base Service Manager Service Representative 2.2 Case resolution CRM Database External Source FAQs and Best Practices Revise Article Revised Article Article Templates New Article Templates Knowledge Base Select Templates Select Q&A Procedure New article (Unapproved) Submit Article Article (Unapproved) Rejected Article Routed back to author Review Article Approved Article? Approved Article (Published) Knowledge Base

28 Service & Scheduling 3.1 Knowledge Base Search Any User (with KB access) Full Text Search Keyword Search Knowledge Base Search Knowledge Base Title Search Search Results Select Article Sink Article Number Seach Subject Browse

29 Service & Scheduling 4.0 Service Scheduling Service Manager Service Representative 6.0 Workflow 2.0 Case Case requires service activity Define Teams Define Resource Selection Rules Schedule New Service Activity Define Bussiness Closures Define Sites Service requires setup of key information determine how case are handled Appointment scheduled if necessary Schedule New Appointment Calendar is reviewed for conflicts Review Service Calendar Workflow defines how cases can be (automatically) handled by whom Define Facillates & Equipment Any conflicts with calendar or Customer Reschedule Appointments Define Resource Groups Complete Service/Resolve issue Complete Service 5.0 Reporting & Analytics

30 Service & Scheduling 5.0 Service Reporting & Analytics Service Presentative/Service Manager/ Service Reports Cases Service Select Filter Criteria Account Distribution. Case Sumammary Table Service Activity Volume Account Overview Neglected Cases Top KB Articles Account Summary

31 CRM Sales 6.0 Workflow Sales Manager Sales Person 2.0 Case Workflows New Workflow Worflow Condititions Publish Workflows 4.0 Service Scheduling Queues New Queue 5.0 Service Reporting & Analytics Reporting & Analytics (Marketing Mgt) Planning & Creation (Marketing Mgt) Lead (Marketing Mgt) Lauch & (Marketing Mgt) Opportunity (Marketing Mgt) Reporting & Analytics (Sales Mgt) Order (Marketing Mgt)