CRM-Functionality-OverviewPPT课件

CustomerRelationshipManagement CRM Welcome CRMFunctionalityOverviewForSales 2 Agenda Part1WelcomeCRMFunctionalityOverviewUnderstandingAccountsManagingYourTerritorieswithCRMAccountPlanningOpportunitiesandGain LossSalesPipelineManagement Part2UnderstandingProcesses NewBusinessConcepts ImpactsandRoleChangesMarketingOfferImplementingMarket BasedPricingStandardOfferandMFAPsQuotetoAgreementProcessAccountSet UpProcessSummary 3 CRMismorethanasystem ItisabusinessstrategyIntegratesPeople ProcessesandTechnologyStreamlinesandautomatesprocessescreatingmoreeffectiveandefficientones WhatisCRM 4 Customers Sales SGA FieldEngineering Operations Logistics Marketing Pricing Tax Credit CallCenters CS TechnicalServices ERPs AGlobalProgram IntegratingFunctions InformationEnablingCustomer CentricGlobalProcesses 5 Vision ManagingCustomerRelationshipsEfficientlyandEffectivelytoDriveValueforourCustomersandourChannelPartners 6 WhyareweimplementingCRM OurBusinessEnvironmentToday TrendsNationalcompaniesandlocalblendersareincreasingtheircapabilitiesandimprovingtheiroffersCustomerscontinuetoglobalizeandprofessionalbuyersarelookingtoleveragetheirspendbyconsolidatingpurchasesregionallyandgloballyCustomerswanttoonlypayforproductsandservicesthatofferuniquevaluetothemOpportunitiesIndevelopingmarkets potentialforbrandandvolumegrowthexist butcompetitionisstrengtheningInmaturemarkets opportunitiesforupsellandsyntheticgrowthcontinuebecauseofdemandforextendeddrainintervalsandforoperatingperformanceinsevereconditions ExistingbusinessmodelneedtobemodifiedtoenableCustomertocapturealargershareofmarketvalue 7 WhatwillCRMdoforCustomer Objectives Provideacompetitiveadvantageinthemarketplaceby DrivingadditionalvalueforourCustomers ChannelPartnersBoostingindividualandorganizationaleffectivenessandefficiencyImprovingspeedtomarketandcustomerseaseofdoingbusinesswithusImprovealignmentandintegrationby Globalizing optimizingandharmonizingourbusinessprocessesCross stitchingSales Marketing CustomerService TechnicalSupportandOperationsprocessesEliminatingpotentialprocessandinformationsilosHelpusknowourcustomersbettertoservethembetterImproverevenueandreducecoststothebusiness 8 Customer sStrategicThemes DriveSuperiorExecution High GradetheBusinessPortfolio GrowSalesofFlagshipandPremiumBrandedProducts Vigorouslyreducecosts Weallsellthebestproducts 9 CRMSupportsCustomer sStrategy AccountManagement Find qualifyandwinnewbusinessMaximizebasebusinessrevenueandprofitabilityDisciplinedapproachtosellingprocessPerformancetrackingandanalysisImprovetransitiontimefornewsalesrepsBettersatisfycustomeranddifferentiateproductandserviceoffering Customer 10 CRMSupportsCustomer sStrategy CustomerInteractions InitiateandresolveCustomerRequests Inquiries i e ServiceRequests ComplaintresolutionandtrackingEffectiveandefficientcollectionofreceivablesProactivedetectionandcontrolofdelinquentaccountsImproveaccesstoOrderinformationAccountinformationavailablecross functionallyImprovecustomersatisfactionandbuildcustomerloyalty 11 Reducingreworkthroughsingleentryofcustomer accountandpricingdata Automaticallylinkingthequote proposal agreement contractandordertakingprocesses Providingdata toolstobemoresuccessful Providingvisibilityofkeycustomeractivity HowCRMwilldrivevalueforyou 12 BusinessBenefitsTakingReachingBeyondtothenextlevel ImprovedCustomerFocusStreamlined globalcustomer centricprocessesComprehensiveViewoftheCustomerImprovedinsightintocustomers onindividualbasisaswellascollectivelyEnabledbycross functionalAccountTeamImprovedOfferManagementMarket BasedPricingandPocketPriceCalculationCustomerEntitlements includesServiceandStandardOfferManagementHelpingYoutoEnhanceCustomerRelationshipsUseCRM ActivitiesandServiceRequests asprimarymethodtocommunicateandmanageaccount customer relatedactivitiesBusinessperformancestewardedthroughCRM Theprocessesandtoolstoturnourfocusexternaltothecustomer 13 WhatProcessesWillCRMimpact When QuotetoAgreement OpportunityManagement AccountPlanning Gain LossReporting SalesPipeline CustomerInteractionsPhase2 AccountManagementPhase1 FunctionsEngaged SalesMarketingOperationsTreasurers CustomerServiceTechnicalCallCtrs FieldEngineeringOperations Initiative Process FunctionalityComponents OrderTaking A RManagement FieldEngineeringServices CustomerInquiries Feedback 14 HowwillCRMimpact ImprovedAccountPlanningprocessEnhancedabilitytoshareplans localtoglobalImprovedviewandstewardshipofprogressonplanobjectivesImprovedOpportunitymanagementAbilitytofollowlifecycleofaSalesOpportunityToolstohelpevaluateandprogressOpportunitiesthroughtheStagesoftheSellingProcessAutomatedSalesPipelineprovidesvaluableinformationtomanagebusinessbetterDemandPlanningreceivesimprovedGain LossinformationthroughOpportunitydataImprovedOfferdevelopmentToolstomanagethousandsofproductsandpackagestylesandcompeteinglobalmarketToolstohelpextractvaluefromthemarketplaceMarketinghasnewroleinprocesstoensure therightproductsareofferedtotherightcustomers bycreatingProductCatalogs 15 HowwillCRMimpact StreamlinedCustomer Accountset upprocessSalesownsAccountdata leveragedassinglesourceTreasurershasnewroleinprocesstoconductCreditWorthinessCheckearlyinprocessCustomerService CMPP completessetupintheERPImprovedpricingexecutionSalesownspricingexecutionbasedonMarketingstrategyPricetransparencymeansCustomerServiceabletofocuslessonPricing i e manualinputtingormanualpriceadjustments andmoreonordertakingandhandlingservicerequestsIntegratedandstreamlinedQuotetoAgreementprocessImprovedtoolstocreatecomplexdealswithMFAPs capitalandnon capital