Setting Up Expandable CRM for Sales Force Automation

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1 Setting Up Expandable CRM for Sales Force Automation Bob Swedroe President & CEO, Expandable Software Expandability 2012 CONNECT. LEARN. GROW CONNECT. LEARN. GROW

2 Expandable Business Building Expandable User Conference May 18-20,

3 Expandable CRM Role of CRM in the Enterprise CRM Success Factors Expandable CRM: Getting Started Screenshots Wrap Up and Q&A Expandable User Conference May 18-20,

4 Role of CRM Maximize business performance by leveraging information across the enterprise Visibility into the business to manage proactively vs. reactively Establish and Control process Expandable User Conference May 18-20,

5 Maximize Business Performance Mfg Sales Silos Waste Time Inefficient Manual Updates Time Consuming Error Prone Multi-App Access Training Time Added Lic Costs Data Information Not Used Bottom Line Impact Lower Customer Satisfaction Reduction in NCV Expandable User Conference May 18-20,

6 Critical Information Customer & Prospects Pipeline Mgmt People Action Items Sales Order History Notes Customer Support Tickets Expandable User Conference May 18-20,

7 Account Information: Where is it stored? N = 261 Source: Aberdeen Group, July 2011 Expandable User Conference May 18-20,

8 Key CRM Functionality Central location for Account Information s, Notes and Attachments Sales and Quotes History Serial Numbers Assign action items; with dates and priority Forecasts Customer Support ticket information Issue and Resolution capture Marketing campaigns Not available with Expandable CRM, but can export contacts for use with marketing services provider Expandable User Conference May 18-20,

9 Critical Information Critical Information Shared / Leveraged Customer & Prospects Pipeline Mgmt CRM People Action Items Sales Order History Notes Customer Support Tickets Expandable User Conference May 18-20,

10 CRM Critical Success Factors Forrester Research (July 13) Source: Forrester Research (July 13) Expandable User Conference May 18-20,

11 Process CRM Critical Success Factors Poor definition of business requirements, process design, and the need to customize solutions to fit unique organizational requirements Bob Swedroe Required Success Factor C Level Commitment, Demand Accountability and Support Slow user adoption, inadequate attention paid to change management, training, and difficulties in aligning the organizational culture with the new ways of working People Strategy Lack of clearly defined objectives, poor solution deployment practices, and insufficient solution governance practices Technology Forrester Research (July 13) Technology deficiencies including data problems, functional and Source: Forrester Research (July 13) performance shortfalls in CRM system, lack of the required skill set need to implement the solution, and poor usability Expandable User Conference May 18-20,

12 Negatives of CRM Sales Perspective It slows me down Things sales people will say Things sales people will think I don t want to be micromanaged How can I be the hero if I disclose everything? Instead of this bureaucracy, I could be selling Expandable User Conference May 18-20,

13 Positives of CRM Company Perspective C Level Commitment, Demand Accountability and Support Expandable User Conference May 18-20,

14 Expandable User Conference May 18-20,

15 Expandable CRM Role of CRM in the Enterprise CRM Success Factors Expandable CRM: Getting Started Screenshots Wrap Up and Q&A Expandable User Conference May 18-20,

16 First..CRM Basic Nomenclature Accounts All companies that have not reached the Opportunity stage Opportunities Accounts that ready to forecast; however defined by management Typical requirements include: Total amount of opportunity Date forecasted to close Probability % of winning opportunity Expandable User Conference May 18-20,

17 Getting Started: Key first steps Agreement: Selling Process Security Define Key Picklist Values how the company will manage the business Accounts Opportunities Customer Support Tickets Expandable User Conference May 18-20,

18 Picklist Examples: Accounts Account Type: Lead, Customer, Prospect, Partner, Vendor Account Sales Stages: example next slide Industry: market segmentation as appropriate for your company Lead Source: Trade Show, Web visit, Referral, Lead Service Expandable User Conference May 18-20,

19 Account Sales Cycle One Example Lead Qualify Develop Working Opportunity Expandable User Conference May 18-20,

20 Picklist Examples: Opportunities Opportunity Type: New Customer, Installed Base, Service only Opportunity Sales Stages: example next slide Reason Codes: for Win / Lost / Delayed Expandable User Conference May 18-20,

21 Opportunity Sales Cycle One Example Detailed Requirements Gathering First Demo 2 nd Demo Short Listed Won / Lost / Canceled Expandable User Conference May 18-20,

22 Picklist Example: Customer Tickets Reason: Sub-Reason: Category: Sub-Category: Resolution Category: Resolution Sub-Category: Expandable User Conference May 18-20,

23 Picklist Example: Customer Tickets Reason: Product, Documentation, Billing Sub-Reason: Hardware, Software, Accessory Category: Misalignment, Calibration, Cosmetic Sub-Category: Cabinet Door, Top Shelf, Bottom Shelf Resolution Category: Fixed-In-Field, RMA Resolution Sub-Category: By Rep, By Customer Expandable User Conference May 18-20,

24 Picklist Example: Customer Tickets Reason: Product, Documentation, Billing Sub-Reason: Hardware, Software, Accessory Category: Misalignment, Calibration, Cosmetic Sub-Category: Scratch, Color, Dent Resolution Category: Fixed In Field, RMA Resolution Sub-Category: Advanced Ship, Receive-Ship Expandable User Conference May 18-20,

25 Picklist Example: Customer Tickets Reason: Product, Documentation, Billing Sub-Reason: Invoice, Payment Category: Discount, Part ID, Quantity Sub-Category: Over-Shipped, Over-Billed Resolution Category: Credit Memo, RMA Resolution Sub-Category: Expandable User Conference May 18-20,

26 Security: Decide on Access Rules Data Entry: Read / Write Read Only Visibility: Do you want all users to see all data? Territory Restrictions? Sales Rep by Sales Rep restrictions? Fields for data entry can be configured to be required Expandable User Conference May 18-20,

27 Expandable CRM Role of CRM in the Enterprise CRM Success Factors Expandable CRM: Getting Started Screenshots Wrap Up and Q&A Expandable User Conference May 18-20,

28 Account Grid Expandable User Conference May 18-20,

29 Opportunity Grid Expandable User Conference May 18-20,

30 Account Detail Phone numbers further to the right Expandable User Conference May 18-20,

31 Contact Grid Expandable User Conference May 18-20,

32 Activity Grid Expandable User Conference May 18-20,

33 Task Grid Expandable User Conference May 18-20,

34 Ticket Grid Expandable User Conference May 18-20,

35 Question & Answer Expandable User Conference May 18-20,

36 Thank You For Your Time Expandability 2012 CONNECT. LEARN. GROW CONNECT. LEARN. GROW

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