Sales Process

Topics: Sales, Customer relationship management, Customer service Pages: 20 (1259 words) Published: December 9, 2013
27/10/2012

CRM : Customer Relationship
Management

21/10/2012

1

CRM : Customer Relationship Management
The aim :
v to manage customer relationships
v in an organized way supported by the salesprocess
v based on
v methodologies
v softwares
v collaboration : open/web, integrated/company server, ...

vResource SDRC : “0 Sales Process” PLM software

21/10/2012

2

Why do a company need a
salesprocess?

?
21/10/2012

3

1

27/10/2012

Why do a company need a
salesprocess?
1. “To guide company and salespeople the
way to success
2. To appear a customer as a professional
partner
3. To appear the competition as a uniform
and effective combat enemy”

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4

A representation of a salesprocess
Targeting
1

Close

Approach

8
2
Agreement

Account
Planning &
Management

7

Assessment
3

6
4
Deployment

Vision

5
Proof

21/10/2012

5

A similar one : convergence of client goals and
ability of the company
Proof

Deployment planning

Vision

Business Agreement
Order

Assessment

Approach
Business
Objectives

Team Build

Operate

Architect Solution

Acceptance
Implementation

SDRC:

Responsibility of Sales ends

isbuild work? in
his the order
pain?
How to structurefor him?
Whatto thehe the the deal?
Who doeswe do solution?
How is get prospective time?
can credibility? customer?

Can can does do for
Where wedo it?it us?me?
Whatdo of SDRC formargin
Responsibilitydohelp?achieved? for improvement?
How SDRCproject manager begins
Who muchwe havecost?
How can get started?
could beit
Customer:
21/10/2012

6

2

27/10/2012

CRM : Customer Relationship Management
The need of a CRM :
v building a database about its customers
v storing datas at each step of the sales process
v ranking contacts : suspects, leads, prospects, customers, …

vdescribing of
v work flows
v relationships

v helping salespeople for
v reports
v reminding tasks, meetings

v forecasting
v…
21/10/2012

7

CRM : Customer Relationship Management
CRM implementations can fail if :
v system or technology is too complicated
v system provides more then the needs
v system has to solve the loss of revenue
v there is no approval from senior of management
team
v training is not appropriate to each service… and
progressive
v training is not started with marketing and sales
departments
v there are not any strategic goals !
v http://www.zoho.com/crm/blog/teaching-crm-future-employees.html 21/10/2012

8

Some words on strategy : PORTER Five forces

v
v
v

From : http://www.justice.gov/atr/public/hearings/single_firm/docs/219395.htm worksheet : http://www.mindtools.com/pages/article/worksheets/PortersFiveForcesWorksheet.pdf + 1 force “complementors” : government, lobbying, …

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9

3

27/10/2012

CRM : some tools

From : http://www.wizard-systems.com/products/netsuite_crm.html

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10

CRM : some tools

From : http://www.zoho.com/crm/

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11

CRM : some tools

http://www.salesforce.com/eu/

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12

4

27/10/2012

Sales process
Targeting
1

Close

Approach

8
2
Agreement

Account
Planning &
Management

7

Assessment
3

6
4
Deployment

5

Vision

Proof

21/10/2012

13

At each step
Questions:



Prospect :
My Company :

Definition of step
Description of targets:
Deliverable/Support for Sales:
Performance Criteria

21/10/2012

14

1

1 Targeting
Questions:



Prospect : Who can help?
My company : Who is the prospective customer?

Definition of step 1


Targeting to make an appointment

Description of targets:




Named accounts
Industry segment orientation
Company size criteria

Deliverable/Support for Sales:


Address CD´s, Telemarketing Data
Phone scripts
Case histories
• VENDOR Training



Performance Criteria




Named Account List...
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