I prefer option B, thought I think we have to make that decision in the context of how it fits between Sales and Support. Somehow we need to draw out the fact that these people are all working to service a customer. Ideally we’d use the same customer (red shirt) and make the woman (at the table in step 6 of the sales process map) be the account manager and the guy in the tan shirt (also at the table) be the support agent. The overall flow of this looks like it’s a puzzle piece that fits in with sales and support maps, but it’s the same shape as the sales map. Do you think it would be better as a linear path? Acquire New Customers and Grow Your Business Advertise Your Business on Google People Click on Your Ad Capture Leads from Your Website Manage the Follow Up Process Convert Leads into Customers Manage the Relationship Manage Relationships and Flow Up Activities Get a Call from the Customer Search Salesforce Gather Insight Log Call Notes Assign a Task Follow Up Manage Relationships and Flow Up Activities (Option B) Open a Task Review the Account Call the Customer Log Call Notes Assign a Task Follow Up Resolve Support Cases and Reduce Support Costs 13. Customer Logs a Case 14. Case is Assigned 15. Agent Researches the Entitlements 16. Agent Researches the Solution 17. Communicates Solution to Customer 18. Closes Case If we went with metrics at the bottom instead of more characters the metrics you’d want to track would be. -TOP ACCOUNTS -OPEN TASKS -# OF ACTIVITIES -ADD-ON BUSINESS
What Is CRM?
Advertise your business on Google Take five minutes to write your ad and select a couple keywords — even target your ad locally. People click on your ad When people search on Google, your ad is displayed and traffic is driven to your site. Convert leads into customers Update deal information, track opportunity milestones, and record all opportunity-related interactions. Capture leads from your Web site Prospects fill out a Web form, which creates a lead in Salesforce that is routed to your sales team. Manage customer relationships Acquire deep knowledge of every account, facilitate collaboration, and build and maintain strong, lasting customer relationships. Measure what’s working <ul><li>A real-time view of your business </li></ul><ul><li>A single solution for insight </li></ul><ul><li>Customizable reports </li></ul>Manage the follow-up process Log calls, send emails, and update the status of your leads so that you never miss an opportunity. Acquire New Customers and Grow Your Business Generate leads by advertising your business online with Google AdWords. Turn those leads into new customers with Salesforce CRM.
A Customer Calls The customer may be calling you directly or they may have been transferred to you. Search Salesforce The first thing you want to do is search Salesforce to see what information is available. Assign Tasks Often times you’ll need to assign a follow-up task for yourself or someone else on your team. Gather Insight By clicking on a contact or account, you can view all their activity history, outstanding follow-up items, and other pertinent information. Follow Up Assigning tasks in Salesforce improves collaboration and creates true accountability. Update Information Salesforce provides a place to log call notes, save important emails, and update information so everyone knows where things stand. Manage Customer Relationships When you get a call, start by searching Salesforce. You can quickly review the account and see who else at your company has been working with them. You can then use Salesforce to capture call notes and create a follow-up task if need be. Measure what’s working <ul><li>A real-time view of your business </li></ul><ul><li>A single solution for insight </li></ul><ul><li>Customizable reports </li></ul>
Streamline Your Service and Support Organization Effective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent service and support across many channels including phone, email, Web, and chat. Customer Logs a Case When a customer has a problem, they can log a case online or call your support team. Case Is Routed Cases can be automatically routed to a queue based upon business rules. Case Closed The agent communicates the solution over the phone uses an email template and closes the case. Gather Insight An agent works the case, reviewing account information such as entitlements and activity history. Customer Portal The customer has 24/7 self-service access to their case history, the knowledgebase, and the online community through the customer portal. Find Solutions The agent can quickly solve the case using suggested solutions from the knowledgebase.