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CRM Training
- 2. We listened • Created to HELP (all levels) • Makes perfect sense to use now • Everyone can see where everything is at any given time.
- 3. What’s new? • Brand new build only active data. • Reports for everyone. • New status field makes more sense. • Commission – clarity between the MBM and the AM of each project. • Sales literature and T&Cs will be available from within CRM. • Price lists of all service offerings are also available. • MyStuff on Share Point
- 6. How they Relate Lead Opportunity Order
- 7. How they Relate Order Project Invoice
- 8. Outlook client • Please remember to ensure you have the Outlook client on your computer. – Easily record Service Activities, meetings and other customer contacts. – Setup reminders for opportunity/project updates.
Hinweis der Redaktion
- We should eventually havea sign off document for work completed that we could attach to it – so we (finance) know to push the chasing of payment
- The percentages stated are the current ones (to help illustrate how far along things are)20%, 40% and 60% should be assigned to Opportunity, and 100% assigned to order/project/invoices.
- A lead – generated by Marketing, converts into an opportunity when the potential customer shows interest in one or more products or services.Statistics are collected to show the conversion rates of leads into opportunities as are opportunities into orders. We can see – based on past experience that in order to generate x opportunities we require x leads – as we can the probability of an opportunity converting into an order and so on. This is carefully monitored. The Marketing team will be creating genuine leads as part of their responsibility based upon special campaigns and prospects they deem appropriate for our service offerings. The source campaign field will help identify the source of the lead – we can target the best leads by refining our searches. Helping with future qualification of leads to real opportunities.Anyone with direct contact with the outside world should also generate leads as they see fit. By qualifying a lead you are essentially telling everyone that there is potential business to be had from this customer. You are prepared to back this up by interacting with this customer and offering our products and services.Perhaps you may want to contact the lead early on – change the status to “Contacted” if this is the case – we will be able to see right away that this particular lead is further along the process than most.Include as many details as possible to CRM helping the Sales and Marketing teams contact the leads in the most effective manner. Make notes in details that will help further along the line. What do we know about the company? How should we contact them (phone, email etc etc) all of this information helps us improve our lead conversion.Leads may also be disqualified – if you feel that the information is not valuable to the company and that the lead will probably never do business with us disqualify it. There is no use for unreal information. Give a reason for disqualifying – this will help us understand our leads better.The Opportunity – created with the data from the lead (the more data included to the Lead the better) – once a customer has shown interest the lead may be qualified into an opportunity. An opportunity is a customer that has shown real interest in our products and services. If they are unable to commit – ask for help. We can deal with objections – remember to make notes on any conversations you may have had with potential customers in CRM. Again – this will be most helpful further down the line.When qualifying the Lead into an opportunity you have the ability to create a number of records. The Opportunity, The Account and an entry into the Contacts database. Each has a specific usageWhen converting the lead to an opportunity – include as much information as you can – what has been discussed with the potential customer – have any possible projects been discussed – what are they worth – what do you expect this work to cost? When would you expect this work to take place? When would we expect to invoice for this work. At this point the information continues to be POTENTIAL and there are no commitments at this time. Either to the customer or to the resources (whoever is going to be doing the work).There are three ratings within the opportunity - project pricing discussed is the first of the three. Once a proposal is sent it is a little closer to a possible close and verbal acceptance closer still. As soon as you have verbal acceptance you should continue and generate an order. This isnt to say that you can generate an order from any of the status – please use these status as much as possible – statistics again are drawn at each stage and will help calculate possible revenue etc.The Order – Once you have a commitment from the customer the order should be generated. If you think that this is the only order we may get from this opportunity please close it on generating the order – if you believe that there are further options please leave the opportunity open and update the necessary status to reflect the fact that you may be in conversations with them for other business. Those that plan resources will be reviewing orders – this will help them plan and understand specific requirements for coming workloads. Send a copy of the order to the customer and ask them for acceptance. All documentation should be attached to the order as this will help eventually help Finance chase payment or not as the case may be.
- The order – Once sent to customers the resource planning guys can see a clear picture of deadlines and overall workloads. In order to close the order – select the option to Activate. This will show that we have won the work and there will be more clarity in when we can expect revenue. We can also have a clearer picture of the project itself.The Project – created once we have commitment form the customer – any work completed on the project should be registered to the project as service activities. Using the Outlook plug-in this is very easy. We really need to be careful that we record as much as possible – cost elements will be looked at. In order to sustain the business we need to be competitive – are our costs higher/lower? Are we charging the right amounts for the work?Products in the project. Each of the services we offer can be separately added to the project. This will help plan resources as well as give us a clearer picture about costs. If included during the Order creation these will be brought through - however they can be added at a later stage.Have all resources update their service activities to each project – this too will help identify future plans.Create the workloads for resources beforehand (if possible) – you can tentatively reserve resources and plan availability. People you reserve will be able to see in their calendars when you may require their services. The more this option is used the better it works. Obviously this is not possible for all projects – however for some it may work. Planning from the final date backwards may work – and will almost certainly help ensure a commitment on behalf of the resource. Think of improving setting customer expectations too.The Invoice – Following the payment agreement discussed with the customer – invoices are raised during the period. It is the Account Manager that has a clear picture of what should be charged when. Remember to update information periodically each time you have contact with the customer – this will help estimate when revenue will hit our account and how we can best operate the business.If all information is correct and up to date – the Finance department can take care of the rest from the invoice on. No nagging, no reminders. Once the invoice is produced it enters into the finance cycle. The payment details should be confirmed prior to generating the invoice as to allow the necessary time period etc.