CRM-Functionality-Overview

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Customer Relationship Management(CRM)Welcome,CRM Functionality Overview,For Sales,Agenda,Part 1,Welcome,CRM Functionality Overview,Understanding Accounts,Managing Your Territories with CRM,Account Planning,Opportunities and Gain/Loss,Sales Pipeline Management,Part 2,Understanding Processes,New Business Concepts,Impacts and Role Changes,Marketing Offer,Implementing Market-Based Pricing,Standard Offer and,MFAPs,Quote to Agreement Process,Account Set-Up Process,Summary,2,CRM is more than a system.It is a business strategy,Integrates People,Processes and Technology,Streamlines and automates processes creating more effective and efficient ones,People,Technology,Process,Customer Relationship Management,People,Processes,Technology,What is CRM?,3,Customers,Sales/SGA/,Field,Engineering,Operations/,Logistics,Marketing/,Pricing/,Tax/Credit,Call Centers,(CS/Technical Services),CRM,ERPs,A Global Program:Integrating Functions&Information,Enabling Customer-Centric Global Processes,4,V,ision,Managing Customer Relationships,Efficiently and Effectively,to,Drive Value,for,our Customers and our Channel Partners.,5,Why are we implementing CRM?,Our Business Environment Today,Trends,National companies and local blenders are increasing their capabilities and improving their offers,Customers continue to globalize and professional buyers are looking to leverage their spend by consolidating purchases regionally and globally,Customers want to only pay for products and services that offer unique value to them,Opportunities,In developing markets,potential for brand and volume growth exist,but competition is strengthening,In mature markets,opportunities for,upsell,and synthetic growth continue because of demand for extended drain intervals and for operating performance in severe conditions,Existing business model need to be modified to enable Customer to capture a larger share of market value,6,What will CRM do for Customer?,Objectives,Provide a competitive advantage in the marketplace by:,Driving additional value for our Customers,Channel Partners,Boosting individual and organizational effectiveness and efficiency,Improving speed to market and customers ease of doing business with us,Improve alignment and integration by:,Globalizing,optimizing and harmonizing our business processes,Cross-stitching Sales,Marketing,Customer Service,Technical Support and Operations processes,Eliminating potential process and information silos,Help us know our customers better to serve them better,Improve revenue and reduce costs to the business,7,Customers Strategic Themes,Drive Superior Execution,High-Grade the Business Portfolio,Grow Sales of Flagship and Premium Branded Products,Vigorously reduce costs,We all sell the best products,8,CRM Supports Customers Strategy-,Account Management,Find,qualify and win new business,Maximize base business revenue and profitability,Disciplined approach to selling process,Performance tracking and analysis,Improve transition time for new sales reps,Better satisfy customer and differentiate product and service offering,Customer,Sales,Support,Organizations,Everest,Stripes,Stripes,Stripes,Global,Processes in,Single System,Supply Chain,Data,Warehouse,Customer,Service,Tax/,Credit,Tech.,Svcs.,Marketing,Manufacturing/,Logistics,CRM,Sales Mgt.,Drive Superior Execution&Grow Sales,9,CRM Supports Customers Strategy-,Customer Interactions,Initiate and resolve Customer Requests/Inquiries(i.e.Service Requests),Complaint resolution and tracking,Effective and efficient collection of receivables,Proactive detection and control of delinquent accounts,Improve access to Order information,Account information available cross-functionally,Improve customer satisfaction and build customer loyalty,Superior Execution&Vigorously Reduce Costs,10,Reducing rework through single entry of customer/account and pricing data,Automatically linking the quote,proposal,agreement/contract and order taking processes,Providing data&tools to be more successful,Providing visibility of key customer activity,Eliminating much of the data gathering activities for reporting purposes,Capturing key customer data in one place and sharing across functions and zones,How CRM will drive value for you?,Ability to find information quickly by searching a single source,11,Business Benefits,Taking Reaching Beyond to the next level,Improved Customer Focus,Streamlined,global customer-centric processes,Comprehensive View of the Customer,Improved insight into customers,on individual basis as well as collectively,Enabled by cross-functional Account Team,Improved Offer Management,Market-Based Pricing and Pocket Price Calculation,Customer Entitlements,includes Service and Standard Offer Management,Helping You to Enhance Customer Relationships,Use CRM(Activities and Service Requests)as primary method to communicate and manage account/customer-related activities,Business per