CRM spans various “domains” of corporate activity - Sales Force Automation and Management, Marketing, Operations and, in some cases, Finance.
Marketing is about “pull”, while Sales is about “push”, in the traditional sense. But a well-designed CRM solution will break down the barriers between these segments, providing a seamless transition from one to the other.
Sales management is all about operations and process. A good CRM solution recognizes that, but also recognizes that there’s life after a sale – post-sales activities, Support, etc.
We’re using Impel as an example here, but the idea is that most CRMs worth their salt must straddle these divisions between customer (i.e. company using the CRM solution) and client (individuals/companies buying things from customer). And must provide ways of engaging with various parties in the environment (dealers, distributors, etc.) in various ways (SMS, email, social networks, etc.).
Salespeople plan and manage dealer relationshipsSalespeople operate in specific territories via dealersSalespeople plan visits to dealers based on specific objectivesSalesperson in field needs dealer-specific info in some cases – via SMSSalesperson needs to submit pro forma order from field – via SMSSalesperson needs to add completed/planned activity from field – via SMS.
Prospect sends SMS in response to marketing programProspect typically responding via shortcode to sales offerResponse appears in Impel in seconds, with mobile #, etc.Call Centre agent calls Prospect, collects more infoCall Centre agent may assign specific dealer to ProspectProspect/dealer can confirm completion of sale via SMSImpel users can analyze, export and work with prospect data.
Transcript of "Tablet pc enterprise For Business"
Tablet PC SFA solution for Enterprise Business<br />March 2011<br />1<br />
Tablet for Business<br />2<br /><ul><li>Tablet is the wireless enterprise platform that keeps mobile professionals connected to people and information while on the go
Tablet provides users with wireless access to a full suite of business applications, including email, corporate data,web and organizer
HCL incorporates the industry’s best software, hardware and services, providing the most comprehensive end-to-end wireless platform for corporate environments</li></li></ul><li>Why Tablet based solution for Mobile workforce<br />3<br />Modern organizations today have level of mobility. Workforce, especially the ones engaged in sales, business development, channel management, distribution, recruitment and supply chain management are increasingly mobile. The ability of an organization to enable this work force with enterprise solutions so that maximum productivity can be gained is a competitive advantage today. Organizations today satisfy this need by deploying enterprise solutions residing on smart phones, netbooks or laptops.<br />However these devices have their limitations like: <br /> High cost of hardware <br /> High cost of software like OS <br /> Portability and connectivity – for net books and laptops <br /> Screen size for smart phones <br /> Cost of training the employees to use these solutions <br />
Enterprise Tablet Benefits<br />Portability<br />Increases Productivity<br />More Interactive<br />No additional space required<br />Connectivity<br />One touch operation<br />Easy Remote Access<br />Cloud Operation<br />Client Server Based Application Architecture support<br />4<br />
Product Basket<br />Low Power CPU 800 MHz/ 256 MB / upto 8GB Storage/ Inbuilt Camera/ 7” wide display with single Touch Technology/ wifi/ BT/Android 2.2 (FROYO)<br />Feature:<br /><ul><li>High Performance CPU
EVDO Dongle Interface</li></ul>Low Power CPU 800 MHz/ 512 MB / up to 16GB Storage/ Inbuilt Camera/ 7” wide display with Capacitive Multi Touch Technology/ wifi/ BT/Android 2.2 (FROYO)<br />Feature:<br /><ul><li>High Performance CPU
Sharpen brand</li></li></ul><li>Sales Automation<br />Well-defined territories<br />Geographical, telescoping to schools, etc.<br />Lead generation across regions<br />Integrate and expand marketing<br />Planned sales calls<br />Improve visibility and brand for salesperson<br />Increased in-house sales processes<br />Replace reactive field-work with process<br />Complete funnel visibility<br />Help salespeople make more, better sales<br />
Marketing Processes<br />Improve Lead quality<br />Acquire lists from various sources and activities<br />Use multiple contact modes<br />SMS, email, calling, dialer, etc.<br />Integrate outbound calling<br />Call center agents driven off same database<br />Track lead generation effectiveness<br />Automate hand-over to salespeople<br />Validate marketing outlay<br />Tie sales back to programs for full-cycle view<br />
Sales Management<br />Establish clear opportunity stages<br />Lead > Prospect > Negotiate > Buy etc.<br />Drive cross-selling and up-selling<br />Identify specific stages for each initiative<br />Analyze failures and improve<br />Plan-to-Activity, Lost lead, Delayed deal, etc.<br />Transition seamlessly to Support<br />Support gets complete customer history online<br />Measure and improve sales effectiveness<br />By salesperson, region, deal, etc.<br />
Prospect location identification<br />Call Center person calls prospect, identifies location via Google Maps<br /><br /><br />Prospect response<br />Prospect sends SMS to short-code<br /><br /><br />Prospect visits dealer<br />Prospect sees product(s), decides to buy<br />Outbound contact with prospect group<br />Advertising, SMS from Impel, etc.<br /><br />Prospect-Dealer Connect<br />Prospect gets SMS with details of closest dealer, Dealer gets prospect info<br /><br /><br />Dealer reports sale<br />Dealer sends SMS to Impel with details of purchase, to create order and claim credit<br />Mktg Pgm Setup<br />Impel user sets up new marketing program<br /><br />User manages process<br />Users gets complete visibility to process, stages, numbers, etc. in Impel<br />Scenario 2: Consumer Marketing<br />