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Customer Relationship Management Overview

Customer Relationship Management Overview. Fusion 08 Matt Resong. Introduction. Presenter Scope High Level Overview – CRM Module Use Information contained within the CRM Basics session is reviewed here is less detail. Reporting Capabilities Management Review Audience

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Customer Relationship Management Overview

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  1. Customer Relationship ManagementOverview Fusion 08 Matt Resong www.pace2020.com | See the possibilities…

  2. Introduction • Presenter • Scope • High Level Overview – CRM Module Use • Information contained within the CRM Basics session is reviewed here is less detail. • Reporting Capabilities • Management Review • Audience • Anyone considering the CRM Module • Sales Manager’s • Management Team www.pace2020.com | See the possibilities…

  3. Activities – What are they? • An activity is a singular operation or process step • These can often times be associated to a distinct time frame. • These may be scheduled - calendar type events. • These may be associated to an account, contact, opportunity, and/or campaign. • These are normally “assigned to” or “performed by” someone. • Examples: • Receiving an RFP from a prospect contact. • Sending an estimate to a customer. • Calling a prospect to discuss a project. • Follow-up meetings/calls to quote(s). • Internal Company Meeting. www.pace2020.com | See the possibilities…

  4. Is this an Opportunity? • An opportunity is any work or potential work either requested by or anticipated from a customer or prospect. • Opportunities add to the sales pipeline. • Opportunities are normally associated to many activities. • Examples: • Prospect requests a quote for ACME Mailing Project. • Customer sends a new job to you, without a quote. • A prospect sends you an RFP. www.pace2020.com | See the possibilities…

  5. A Campaign is a What ?! • A campaign is a marketing or sales related effort being performed by your company. • Normally span a significant period of time – Weeks or Months. • Normally consists of many activities. • The end result is to generate opportunities and sales leads. • Examples: • Summer 2008 Mass Mailing to all Customers • Annual Customer Appreciation Event • Prospect E-mail marketing campaign www.pace2020.com | See the possibilities…

  6. CRM Accounts • Customer Accounts vs. Prospect Accounts • The primary functionality difference is the inability to create a job for a prospect account. • Usage • Can be related to: • Activities • Opportunities • and … www.pace2020.com | See the possibilities…

  7. CRM Contacts • A contact for an account contains different information than an account. • Contacts can be prospect contacts or customer contacts. • A customer may have prospect contacts. • A prospect may not have customer contacts. • Contacts can be associated to activities. www.pace2020.com | See the possibilities…

  8. Account Entry and Use • Creating anew • Account Categorization (Sales Info) options. • Viewing an account • Can create account level notes here. • Review contacts, opportunities, and activities associated to account. www.pace2020.com | See the possibilities…

  9. Contact Entry and Usage • Creating • CRM specific information includes: • Source Type • Various Flags (Booleans) • Usage • Creation of activities and notes within a contact. • Quick entry into the calendar. www.pace2020.com | See the possibilities…

  10. CRM Activities • Entry • Points of entry • Direct • Account, Contact or Campaign • Automatically from an estimate • Information available for entry • Calendar applicability • Activities are designed to show on a salespersons calendar via assigned to designation • Activity type determines icon • Status determines visibility www.pace2020.com | See the possibilities…

  11. CRM Opportunities • Creating a new opportunity • Points of entry • Direct • Account or Campaign • Automatically from an estimate • Entry of an Opportunity • Significance of Probability, Amount and Date Fields • Sales pipeline and Forecasting • Existing Opportunities www.pace2020.com | See the possibilities…

  12. CRM Campaigns • Entry – Direct • Existing Campaigns • Campaign Notes • Adding Activities • Adding Opportunities www.pace2020.com | See the possibilities…

  13. CRM Calendar • Points of Entry • From Account or Contact • Direct • Viewing • Various “views” (Daily Weekly Monthly) and navigation. • Hovering over an item. • Clicking shows context menu. • Adding new activities • Specific salesperson calendar • Properly configured appliance shows only your activities. • View others by selecting from list. www.pace2020.com | See the possibilities…

  14. CRM Reports • Activity Reports • Activity List • Determine activities and opportunities to display depending upon preference. • Determine salesperson ID, only using a range if you want more than one salesperson's activities in the report. • Past Due • Displays a list of activities shown as not yet completed for prior dates. • Opportunity Reports • Opportunity List report shows a simple list of opportunities based upon parameters entered when the report is run. • Forecast Report displays information relative to dollars within the sales pipeline. • Campaign List Report • Displays a simple list of campaigns and related information based upon parameters entered when the report is run. www.pace2020.com | See the possibilities…

  15. A Salespersons Perspective • Reviewing account activity • Reviewing jobs in process • Reviewing future opportunities www.pace2020.com | See the possibilities…

  16. Why CRM? – A Management Perspective • The employees will be able to work more efficiently. • All employees with access to the data can get up to speed and assist customers and prospects at a moments notice in the absence of the standard contact. • A global information store fosters information sharing intra-company and reduces training constraints for new employees. • Able to make better sales related decisions as more detailed information exists. • What types of customers should we pursue? Defining a target market • What areas are we strong/weak in after a quote is done? Analyzing opportunities. www.pace2020.com | See the possibilities…

  17. Aggregating Data • Custom Reporting Possibilities • Standardized marketing letters • Getting the most out of your data www.pace2020.com | See the possibilities…

  18. Customer Relationship ManagementOverview Q & A www.pace2020.com | See the possibilities…

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