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CRM for Manufacturing 
on
Manufacturing Customers using CRM 
Case Study 
“We selected Zero2Ten because we wanted a partner that would 
help us improve our sales and marketing processes, focus on 
improving sales productivity and implement fast.” said Brian 
Moriarty Vice President of Sales, General Cable. 
Manufacturing 
Customer Profile 
Customer Profile 
Video Case Study
CRM for Manufacturing - Overview 
Companies Contacts Leads 
Sales 
Forecasting 
Call Reports 
Opportunities 
Issues Campaigns 
Sales 
Marketing 
Lists 
Quotes 
Distributor 
Credit History Contracts Programs Warranties 
Goals + Activities + Reporting + Dashboards
CRM for Manufacturing - Overview 
 Experience of over 100 Manufacturing Customers 
 Optimized User Experience 
 Intuitive Navigation for High User Adoption 
 Optimized and Consistent Forms and Views 
 60+ Charts 
 12 Key Business Dashboards 
 14 Key Business Processes (Workflows) 
 Phase the Solution into your organization to 
optimize User Adoption 
Companies Contacts Leads 
Sales 
Forecasting 
Call Reports 
Opportunities 
Issues Campaigns 
Sales 
Marketing 
Lists 
Quotes 
Distributor 
Credit History Contracts Programs Warranties 
Goals + Activities + Reporting + Dashboards
Sales Forecast - Overview 
Sales 
Management 
Budget 
Sales Team Forecast 
Order 
ERP System 
 Sales Forecasting consists of: 
 Budget 
 Forecast 
 Orders 
 Budget – Original Plan 
 Forecast – Updates by the Sales Team 
 Order – Final purchases by the Customer
Priority Business Outcomes for Manufacturing 
 Improve Sales Decision Making 
 Improve Forecasting Accuracy & Quota Visibility 
 Increase Revenues from Existing Customers 
 Maximize Time Spent Selling 
Accurate 
Forecasting 
Improve Sales 
Decision Making 
Existing Customer Time Selling 
Revenue
Additional CRM for Manufacturing Resources 
 4 Ways for Manufacturers to Improve Sales going Mobile 
 4 Ways for Manufacturers to Improve Sales Management 
 4 Ways for Manufacturers to Improve Account Management 
 5 Ways for Manufacturers to Improve Lead Management 
 4 Ways to help Metal and Plastics Manufacturers increase Sales 
 Get Better Visibility into Customer Purchase Patterns 
Blog Posts 
White Papers 
 CRM for Manufacturing Overview 
 Manufacturing Trends
Account & Contact Management 
1. Account Management 
Get a 360 degree view of your customers. Easily see what is going on 
across your organization with this customer, manage relationship plans 
based on tier status of the customer, get credit history and forecast 
information and get to account intelligence quickly on what the 
customer is doing in the marketplace. 
2. Contact Management 
Track all the key contacts at prospects, customers and distributors and 
the activities and interactions that you are having with them. Keep on 
top of your key customers.
Leads & Opportunity Management 
3. Lead Management 
More effectively manage, distribute and qualify leads that come into 
your organization. Automatically email the lead and set up a qualifying 
call for your sales team to quickly follow up. 
4. Opportunity Management and Pipeline Tracking 
More effectively manage your sales opportunities and analyze your 
sales pipeline as well as your sales quotas and goals. Give sales 
management better visibility into the pipeline in order to more 
effectively coach the sales team.
Sales Forecasting & Credit History 
5. Sales Forecasting 
Track your goals, forecast and actual orders. Visualize how you have 
performed across product lines, sales teams or individual customers. 
Roll your forecasts up to customer contracts or key programs that your 
aligning to at a customer. 
6. Credit History 
Capture credit history and visualize how the customer’s accounts 
receivable has tracked against credit limits over time.
Contracts & Programs 
7. Contract Tracking 
Track contracts with your customers and the related sales forecasts that 
were expected from them. Visualize your performance versus plan. 
8. Programs 
Track key customer programs against sales forecasts and visualize how 
you are performing against your goals for each program.
Activities and Call Reports 
9. Activity Management 
Manage activities at the individual or manager level to ensure that the 
right interactions are occurring and nothing is falling through the 
cracks. 
10. Call Reports 
Track your call reports for all key customer and distributor meetings. 
Reduce the amount of time to report on your key activities each week as 
the rollup of call report activity can be managed directly out of CRM 
real time.
Warranties and Goals 
11. Warranties 
Manage the warranty process and proactively follow up with customers 
before their warranties expire to renew and upsell. 
12. Goals 
Track sales teams goals against opportunities or activities or almost any 
other target in the system.
Marketing Campaigns and Lists 
13. Campaigns 
Manage your multi step marketing campaigns, track your ROI and your 
campaign responses. Measure how your spend has made an impact on 
lead generation. 
14. Marketing Lists 
Create lists of companies, contacts or leads to better target your 
marketing message. Associate records through real time queries of the 
system or allow the team to manage their lists by adding or subtracting 
individual or groups of records.
Standard & Advanced Quoting 
15. Standard Quoting 
Manage quote line items, products, volume pricing and multiple price 
lists. 
16. Advanced Quoting 
Manage more advanced quoting scenarios that require formulas, rules, 
item compatibility, upselling and cross selling suggestions.
Business Social 
17. What’s New / Yammer 
Collaborate with your team. Follow users and specific records and post 
updates. CRM will post key events. Upgrade to Yammer to extend the 
collaboration to your entire company. 
18. Account and Contact Intelligence 
Bring in relevant information about your prospects and customers and 
keep up to date with what they are doing in the marketplace. Track key 
events, financials and a list of their competitors. Synchronize relevant 
contacts directly into CRM for efficient follow up.
Processes: Opportunity Notifications 
1. Notify VP of Sales of $100K+ Opportunities 
Notify the Sales Leader when new opportunities are created 
that are above a certain threshold. Easily change who the 
notification goes to and what the threshold limit is. 
2. No Activity for 7 Days on an Opportunity 
Deals can slip through the cracks if they aren't being 
followed up on. Notify a Sales Rep if they haven't 
updated their Opportunity in 7 days. Easily change who 
the notification goes to and what the threshold limit is. 
New Opportunity 
Created 
In CRM 
Estimated Revenue > 
$100K 
Email Notification 
To the 
VP of Sales 
Opportunity has not 
been updated in 7 Days 
Send notification 
To the Sales Rep 
to Follow Up
Processes: Opportunity Processes 
3. Rating – Sets Probability/Weighted Revenue 
The rating of the deal updates the probability of winning 
and the Weighted Revenue calculation. Easily modify the 
probability percentage. 
4. Win/Lost Process 
Take action upon an Opportunity being closed as Won or 
Lost. If Won, send out a Win Report to the Sales 
Manager. If Lost, set a Task to follow up with the 
Prospective Client in 6 months. Easily change the 
parameters of what action takes place for a Won or Lost 
Opportunity. 
Set Probability to 0% No Position - Probability 
to 10% 
Best Case – Probability to 
25% 
Most Likely – Probability 
to 50% 
Commit – Probability to 
90% 
Opportunity is Closed as 
WON or LOST 
Send out WIN Report to 
the Sales Manager 
Set a Task to follow up in 
6 months
Processes: Opportunity and Activity Follow Up 
5. Create a Renewal Opportunity 
For Organizations that are selling in a subscription or 
renewal model. Automatically create Renewal 
Opportunities when an Opportunity is closed as Won. 
Easily modify the parameters for creating the Renewal 
Opportunity to fit your process. 
6. Create a Follow Up Appointment 
Automatically create Follow Up Appointments if the 
"Next Start and End Time" fields are filled out. 
Opportunity is Closed as 
Won 
Create a New 
Opportunity with an 
Estimated Close Date 12 
months out 
When an Appointment is 
Completed and the Next 
Start Time and End Time 
are filled out 
Create a New 
Appointment
Processes: Phone Call Follow Up & Issue SLA 
7. Create a Follow Up Call 
Automatically create a Follow Up Phone Call if the "Follow 
Up Call" Time is filled out. 
8. Case Creation Notification and SLA 
Automatically create a Customer Notification by Email of 
a New Issue (Case) creation and set the SLA to have the 
Case completed in 24 hours. Easily change the 
notification information and SLA time. 
When a Phone Call is 
Completed and the 
Follow Up Call Time is 
filled out 
Create a New Phone Call 
When a new Issue (Case) 
is created 
Notify the Customer by 
Email of the Issue 
Information and Set SLA 
for 24 Hours
Processes: Issue Resolution & SLA Notification 
9. Case Resolution Notification 
Automatically create a Notification by Email when an Issue 
has been Resolved or Canceled. Easily change the 
notification information. 
10. Case SLA Exceeded Notification 
Automatically create a Notification to the Customer 
Service Rep and their Manager if an Issue goes past the 
SLA (Service Level Agreement). Easily change the 
notification information. 
When an Issue is 
Completed 
Notify the Customer by 
Email 
When an Issue has gone 
past the SLA Date 
Notify the Customer 
Service Rep and their 
Manager
Processes: Lead & Customer Follow Up 
11. Customer Tier Relationship Plan 
Automatically create a Follow up for Customers based on 
their Tier level. 
Tier 1 = Monthly 
Tier 2 = Quarterly 
Tier 3 = Semi Annual 
12. Lead Follow up and Call Qualification 
Automatically send a Lead an Email Follow up. 
Automatically assign the sales person a follow up phone 
call to qualify the Lead. 
When a Company 
(Customer) is set at a 
Tier 1, 2 or 3 
Set Monthly, Quarterly or 
Semi Annual Tasks to 
ensure Follow Up 
When a New Lead is 
Created 
Send notification to Lead 
and set Follow up 
Qualification Call
Processes: Credit History & Warranty Follow Up 
13. Credit History – Update Company 
Update the Customer record with new Credit History 
Information. 
14. Warranty Expiration Follow Up 
Automatically create a follow up to contact a customer 
with a warranty that is expiring. The Sales team can 
extend the warranty or look for an opportunity to upsell 
or cross sell the customer. 
New Credit History Update Customer 
Record 
When a Warranty is 
coming close to Expiring 
Create Follow up Task to 
contact the Customer to 
extend the Warranty

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Crm for manufacturing

  • 2. Manufacturing Customers using CRM Case Study “We selected Zero2Ten because we wanted a partner that would help us improve our sales and marketing processes, focus on improving sales productivity and implement fast.” said Brian Moriarty Vice President of Sales, General Cable. Manufacturing Customer Profile Customer Profile Video Case Study
  • 3. CRM for Manufacturing - Overview Companies Contacts Leads Sales Forecasting Call Reports Opportunities Issues Campaigns Sales Marketing Lists Quotes Distributor Credit History Contracts Programs Warranties Goals + Activities + Reporting + Dashboards
  • 4. CRM for Manufacturing - Overview  Experience of over 100 Manufacturing Customers  Optimized User Experience  Intuitive Navigation for High User Adoption  Optimized and Consistent Forms and Views  60+ Charts  12 Key Business Dashboards  14 Key Business Processes (Workflows)  Phase the Solution into your organization to optimize User Adoption Companies Contacts Leads Sales Forecasting Call Reports Opportunities Issues Campaigns Sales Marketing Lists Quotes Distributor Credit History Contracts Programs Warranties Goals + Activities + Reporting + Dashboards
  • 5. Sales Forecast - Overview Sales Management Budget Sales Team Forecast Order ERP System  Sales Forecasting consists of:  Budget  Forecast  Orders  Budget – Original Plan  Forecast – Updates by the Sales Team  Order – Final purchases by the Customer
  • 6. Priority Business Outcomes for Manufacturing  Improve Sales Decision Making  Improve Forecasting Accuracy & Quota Visibility  Increase Revenues from Existing Customers  Maximize Time Spent Selling Accurate Forecasting Improve Sales Decision Making Existing Customer Time Selling Revenue
  • 7. Additional CRM for Manufacturing Resources  4 Ways for Manufacturers to Improve Sales going Mobile  4 Ways for Manufacturers to Improve Sales Management  4 Ways for Manufacturers to Improve Account Management  5 Ways for Manufacturers to Improve Lead Management  4 Ways to help Metal and Plastics Manufacturers increase Sales  Get Better Visibility into Customer Purchase Patterns Blog Posts White Papers  CRM for Manufacturing Overview  Manufacturing Trends
  • 8. Account & Contact Management 1. Account Management Get a 360 degree view of your customers. Easily see what is going on across your organization with this customer, manage relationship plans based on tier status of the customer, get credit history and forecast information and get to account intelligence quickly on what the customer is doing in the marketplace. 2. Contact Management Track all the key contacts at prospects, customers and distributors and the activities and interactions that you are having with them. Keep on top of your key customers.
  • 9. Leads & Opportunity Management 3. Lead Management More effectively manage, distribute and qualify leads that come into your organization. Automatically email the lead and set up a qualifying call for your sales team to quickly follow up. 4. Opportunity Management and Pipeline Tracking More effectively manage your sales opportunities and analyze your sales pipeline as well as your sales quotas and goals. Give sales management better visibility into the pipeline in order to more effectively coach the sales team.
  • 10. Sales Forecasting & Credit History 5. Sales Forecasting Track your goals, forecast and actual orders. Visualize how you have performed across product lines, sales teams or individual customers. Roll your forecasts up to customer contracts or key programs that your aligning to at a customer. 6. Credit History Capture credit history and visualize how the customer’s accounts receivable has tracked against credit limits over time.
  • 11. Contracts & Programs 7. Contract Tracking Track contracts with your customers and the related sales forecasts that were expected from them. Visualize your performance versus plan. 8. Programs Track key customer programs against sales forecasts and visualize how you are performing against your goals for each program.
  • 12. Activities and Call Reports 9. Activity Management Manage activities at the individual or manager level to ensure that the right interactions are occurring and nothing is falling through the cracks. 10. Call Reports Track your call reports for all key customer and distributor meetings. Reduce the amount of time to report on your key activities each week as the rollup of call report activity can be managed directly out of CRM real time.
  • 13. Warranties and Goals 11. Warranties Manage the warranty process and proactively follow up with customers before their warranties expire to renew and upsell. 12. Goals Track sales teams goals against opportunities or activities or almost any other target in the system.
  • 14. Marketing Campaigns and Lists 13. Campaigns Manage your multi step marketing campaigns, track your ROI and your campaign responses. Measure how your spend has made an impact on lead generation. 14. Marketing Lists Create lists of companies, contacts or leads to better target your marketing message. Associate records through real time queries of the system or allow the team to manage their lists by adding or subtracting individual or groups of records.
  • 15. Standard & Advanced Quoting 15. Standard Quoting Manage quote line items, products, volume pricing and multiple price lists. 16. Advanced Quoting Manage more advanced quoting scenarios that require formulas, rules, item compatibility, upselling and cross selling suggestions.
  • 16. Business Social 17. What’s New / Yammer Collaborate with your team. Follow users and specific records and post updates. CRM will post key events. Upgrade to Yammer to extend the collaboration to your entire company. 18. Account and Contact Intelligence Bring in relevant information about your prospects and customers and keep up to date with what they are doing in the marketplace. Track key events, financials and a list of their competitors. Synchronize relevant contacts directly into CRM for efficient follow up.
  • 17. Processes: Opportunity Notifications 1. Notify VP of Sales of $100K+ Opportunities Notify the Sales Leader when new opportunities are created that are above a certain threshold. Easily change who the notification goes to and what the threshold limit is. 2. No Activity for 7 Days on an Opportunity Deals can slip through the cracks if they aren't being followed up on. Notify a Sales Rep if they haven't updated their Opportunity in 7 days. Easily change who the notification goes to and what the threshold limit is. New Opportunity Created In CRM Estimated Revenue > $100K Email Notification To the VP of Sales Opportunity has not been updated in 7 Days Send notification To the Sales Rep to Follow Up
  • 18. Processes: Opportunity Processes 3. Rating – Sets Probability/Weighted Revenue The rating of the deal updates the probability of winning and the Weighted Revenue calculation. Easily modify the probability percentage. 4. Win/Lost Process Take action upon an Opportunity being closed as Won or Lost. If Won, send out a Win Report to the Sales Manager. If Lost, set a Task to follow up with the Prospective Client in 6 months. Easily change the parameters of what action takes place for a Won or Lost Opportunity. Set Probability to 0% No Position - Probability to 10% Best Case – Probability to 25% Most Likely – Probability to 50% Commit – Probability to 90% Opportunity is Closed as WON or LOST Send out WIN Report to the Sales Manager Set a Task to follow up in 6 months
  • 19. Processes: Opportunity and Activity Follow Up 5. Create a Renewal Opportunity For Organizations that are selling in a subscription or renewal model. Automatically create Renewal Opportunities when an Opportunity is closed as Won. Easily modify the parameters for creating the Renewal Opportunity to fit your process. 6. Create a Follow Up Appointment Automatically create Follow Up Appointments if the "Next Start and End Time" fields are filled out. Opportunity is Closed as Won Create a New Opportunity with an Estimated Close Date 12 months out When an Appointment is Completed and the Next Start Time and End Time are filled out Create a New Appointment
  • 20. Processes: Phone Call Follow Up & Issue SLA 7. Create a Follow Up Call Automatically create a Follow Up Phone Call if the "Follow Up Call" Time is filled out. 8. Case Creation Notification and SLA Automatically create a Customer Notification by Email of a New Issue (Case) creation and set the SLA to have the Case completed in 24 hours. Easily change the notification information and SLA time. When a Phone Call is Completed and the Follow Up Call Time is filled out Create a New Phone Call When a new Issue (Case) is created Notify the Customer by Email of the Issue Information and Set SLA for 24 Hours
  • 21. Processes: Issue Resolution & SLA Notification 9. Case Resolution Notification Automatically create a Notification by Email when an Issue has been Resolved or Canceled. Easily change the notification information. 10. Case SLA Exceeded Notification Automatically create a Notification to the Customer Service Rep and their Manager if an Issue goes past the SLA (Service Level Agreement). Easily change the notification information. When an Issue is Completed Notify the Customer by Email When an Issue has gone past the SLA Date Notify the Customer Service Rep and their Manager
  • 22. Processes: Lead & Customer Follow Up 11. Customer Tier Relationship Plan Automatically create a Follow up for Customers based on their Tier level. Tier 1 = Monthly Tier 2 = Quarterly Tier 3 = Semi Annual 12. Lead Follow up and Call Qualification Automatically send a Lead an Email Follow up. Automatically assign the sales person a follow up phone call to qualify the Lead. When a Company (Customer) is set at a Tier 1, 2 or 3 Set Monthly, Quarterly or Semi Annual Tasks to ensure Follow Up When a New Lead is Created Send notification to Lead and set Follow up Qualification Call
  • 23. Processes: Credit History & Warranty Follow Up 13. Credit History – Update Company Update the Customer record with new Credit History Information. 14. Warranty Expiration Follow Up Automatically create a follow up to contact a customer with a warranty that is expiring. The Sales team can extend the warranty or look for an opportunity to upsell or cross sell the customer. New Credit History Update Customer Record When a Warranty is coming close to Expiring Create Follow up Task to contact the Customer to extend the Warranty