SFA (1)
-
Upload
usha-radhakrishnan -
Category
Documents
-
view
218 -
download
0
Transcript of SFA (1)
-
8/3/2019 SFA (1)
1/23
Sales Force Automation
Presented by:
Usha Radhakrishnan 56Vishnu Kartheek - 60
Asha.B.B - 62
Ramya.R - 111
-
8/3/2019 SFA (1)
2/23
SFA: Introduction
SFA were originally meant to improve sales forceproductivity and encourage salespeople to document andcommunicate their field activities.
They are becoming increasingly focused on cultivatingcustomer relationships and improving customersatisfaction.
With the CRM sales force automation (SFA) software, youcan accurately track all business opportunities and closemore deals in less time. Additionally, you can identify
bottlenecks in the sales process in advance and effectivelyutilize the existing customer data for future cross-selling and up-selling opportunities.
-
8/3/2019 SFA (1)
3/23
-
8/3/2019 SFA (1)
4/23
Scenario One Jim is not only one of your best customers hes one of the
companys best.
His firm accounts for 2 percent of this years revenues
His entire firm has been at a standstill for the past 48 hoursbecause of your product.
Your product is still on the fritz and Jim and his people have
been on the phone to your customer support center for thepast day and a half.
You think about how to make up for the 2 percent in revenueyou and your company are about to lose.
-
8/3/2019 SFA (1)
5/23
Scenario Two Jim is still the customer being discussed.
you turn on your PDA which begins to beep. Priority one alert!Customer Impacted! Flashed on the screen. According to themessage the customer you are about to see has experienced a majoroutage.
A field service rep has been contacted and is now working on theproblem.
You walk to the back and find the service rep repairing equipment.When you find out that hes working to repair the problem and willhave it fixed in the next thirty minutes.
Jim smiles and says he knew it would be taken care of. Then heasks when the company can get an upgrade. The revenuecontribution also increases to 4 percent during the conversation.
-
8/3/2019 SFA (1)
6/23
About the Scenarios
Scenario One:
Salespeople need better tools
to help them manage theiraccounts, track opportunities,establish and monitor thesales pipeline, and organizetheir contact list.
Scenario Two:
The scenario assumes that
headquarters posses thenecessary information andcan communicate it quickly.
-
8/3/2019 SFA (1)
7/23
Now
SFAs Functionalities:
Sales Process/Activity Management
Sales and Territory Management Contact Management
Lead Management
Knowledge Management
Configuration supportAccount Management
-
8/3/2019 SFA (1)
8/23
Sales Process Sales methodology:
Customized to the companys specific sales policies andprocedures, known as sales process management
Include a sequence of sales activities that can guide repsthrough each discrete step in the sales process
-
8/3/2019 SFA (1)
9/23
Activity Management
Offer calendars to assist in planning of keycustomer events
Automates both individual and organizational to-do list Team collaboration tools
Provides valuable post facto analysis of a salescycle; which allows the team to examine theduration and procedures involved in critical tasks
Sales process and activity management are only as
good as their ability to be tailored to intervals salesmethods
-
8/3/2019 SFA (1)
10/23
-
8/3/2019 SFA (1)
11/23
Sales and Territory Management Sales managers oversee tens or hundreds of sales teams and cannot
stay abreast of every active sales initiative
Sales management tools can enable them to manage this large task
Offering data and reporting options to provide on-demand accessto sales activities
Teams can be linked to headquarters specialists
Sales managers can track territory assignments and monitorpipelines and leads for individual territories
Limits on territories
-
8/3/2019 SFA (1)
12/23
Contact Management Subset of sales force automation that deals with
organizing and managing data across and within acompanys client and prospect organization
Software can contain various modules formaintaining local client databases, displaying
updated organization charts, and allowingsalespeople to maintain notes on specific clients orprospectsx Can answer specific questions quickly
x Enable salespeople to communicate their schedules to the
organization at large Real value of CM is in its capability to track wherecustomers are and who they are in terms of theirinfluence with sales management functions
-
8/3/2019 SFA (1)
13/23
Lead ManagementAlso known as opportunity management and
pipeline management Aims to provide foolproof sales strategies so no
sales task, document, or communication fallsthrough the cracks
Sales people follow a defined approach to turningopportunities into deals
Tools: can provide qualified leads through marketing
campaigns or lead referrals can also track other prospect attributes These capabilities can result in answers to
questions that previously demanded
guesswork
-
8/3/2019 SFA (1)
14/23
-
8/3/2019 SFA (1)
15/23
Knowledge Management The more information the better
Plethora of information
To effectively use this information salespeople need
easy access to itx Intranets are a solution
KM are systems that can locate and store thisinformation and provide users with a single
application.
Geographical boundaries are now non-existent
-
8/3/2019 SFA (1)
16/23
Configuration Support
Automatically factors in complex customerattributes and requirements to build a solutionfrom scratch
Among the companies who may use such tools
x Computer technology vendors
x Appliance manufacturers
x Telephone companies
-
8/3/2019 SFA (1)
17/23
Account Management
Manage multiple opportunities in single account.
Create multiple account type to have suppliers &customer information as needed.
Manage group companies by linking many sales account
to one group Import or Export leads to excel or pdf for analysis
-
8/3/2019 SFA (1)
18/23
SFA and Mobile CRM From Client/Server to the Web:
Web has simplified information availability
Intranet eliminates traditional support costs ofmanaging communications
Salespeople no longer need act as systemsprogrammers, setting up their communicationsoptions, modem settings, and the like
SFA goes Mobile:
CRM vendors intend to unburden it altogether Handheld devise technology is evolving fast
(PDA) Personal digital assistants can supportanytime/anywhere
-
8/3/2019 SFA (1)
19/23
Field Force Automation
Field Service implies the service or repair ofcustomer equipment on the customerspremises
Each communication can be performed usingwireless technology
Wireless technology ensures near real-timerepair updates allowing CSRs and sales reps
to interact with the same data in real time FFA is the fastest-growing area of CRM
-
8/3/2019 SFA (1)
20/23
SFA Benefits CRM
Sales force automation leads to better informed
and more productive reps Increases likelihood of closing a sale
Enhances customer relationships, not tomention the bottom line
-
8/3/2019 SFA (1)
21/23
An SFA Checklist for Success
Sales force automation leads to better informed andmore productive reps
Increases likelihood of closing a sale
Enhances customer relationships
Understand the infrastructure necessary to supportwireless technologies
Let SFA use affect sales compensation.
Change hiring practices and job role descriptions to
include use of CRM.
-
8/3/2019 SFA (1)
22/23
-
8/3/2019 SFA (1)
23/23
THE ENDThank You!