CRM and Sales Force Automation

Know your audience.

According to Harvard Business, the average company will lose 50% of its customers over the next 5-year period.  Customer attrition is a fact of life, but most of the causes are preventable if you know your customers.

Can you anticipate when a customer order should occur based on their historic trends?  Will your system alert the sales representative to make a courtesy call to the customer when it doesn’t materialize so you can be sure it is not because the competition is talking with them?  Do you know when your customer is reaching the breaking point because you have tracked complaints and score carded the results. Can you define when a customer issue needs to go to a higher authority.   Can your system highlight those customers who’s normal payment trends have changed, indicating not only potential credit issues, but alternatively a decline in customer loyalty?  The cost of customer retention is lower than the cost of acquisition but only when you ask the right questions and have the right answers.  We’ve suggested a couple but if you contact our representative, we will give you a few more.

Business growth  is dependent on  new customer acquisition, an objective more readily reached when you have the tools that help you maximize your efforts and minimize your costs. OrdexPro sales force automation tools not only are an extension of the CRM, but carry through on the theme of understanding your audience better by collecting and categorizing more data.  One should recognize however that ambassadors for good data collection won’t be found in sales people who become disgruntled thinking they are becoming just data clerks so our system is designed for minimal keystroke input.

The sales and marketing process is like any other business process, it can be defined, categorized and tracked.  It can be continually improved upon more readily if it is a truly organized process.  When you understand that you can’t effectively analyze what you don’t categorize it becomes easier to know what data is relevant and with this, much of the data entry can be minimized to a single key stroke.  Let’s look at some questions you might want to ask yourself.

  • How does the marketing department identify potential customers and how do you categorize them?
  • Have you identified key contacts and titles as well as the role they play in the decision process?
  • Are your industry products subject to duty life cycles, can you identify easily who is near end of term?
  • Given that much of sales is being at the right place at the right time, can you identify that time?
  • Can you filter the most likely suspects for a specific marketing campaign based on relevance?
  • Can you measure and determine the most cost effective marketing vehicles to reach your audience?
  • Can you measure the results of any campaign?
  • Is it easy to record the relevant data of any interaction with suspects or prospects so it can be analyzed?
  • If a sales cycle is made up of definitive steps, can you identify which accounts are in what specific step?
  • Do you know both the incumbent and or competitors in the accounts you are trying to engage?
  • Do your sales representatives know or have access to the strengths and weaknesses of them?
  • Are your sales forecasts a relatively accurate representation of what is really going on?
  • If your close to quote ratio is not meeting your expectations, can you identify the causes?

Some ideals we think about

  • If you don’t categorize, how do you analyze?
  • Milestone measurements will change with time and categories enable expansion of thoughts.
  • Sales people’s time should be spent in front of customers not computers.
  • Many sales tasks can be automated freeing up sales face time and minimizing oversights.
  • To enlist any user’s full co-operation in use of a software tool, there has to be a benefit to them.
  • All business activity is all part of a process which is definable.
  • To ensure quality and speed  of delivery: – One data source, one screen, one version of truth.
  • Management isn’t looking for things they expect to happen they are on the look out for anomalies.
  • If threats can be defined, they can be monitored and alerts sent across many communications channels.

Find out how the falling cost of information can work for you. Call 1-855-333-6532