Welcome to the CRM Training This training consist of 4 parts 1 st part – Introduction & key functions of CRM (~10 mins) 2 nd part – Using the CRM (~90 mins) 3 rd part – Maintaining the CRM (~5 mins) 4 th part – Short quiz
Transcript
Slide 1
Welcome to the CRM Training This training consist of 4 parts 1
st part Introduction & key functions of CRM (~10 mins) 2 nd
part Using the CRM (~90 mins) 3 rd part Maintaining the CRM (~5
mins) 4 th part Short quiz
Slide 2
Welcome to the CRM Training Guide This guide is designed to:
Familiarize with CRM functions and terminology Remove barriers to
CRM usage Provide a better appreciation of CRM benefits
Slide 3
CRM Training Guide Contents This guide will be organized in 3
key chapters. Chapter 1: CRM and You Key functions of CRM and how
it helps different roles (click to go)(click to go) Overview of CRM
Workflow (click to go) (click to go) Key terminologies explained
(click to go) (click to go) Chapter 2: Using the CRM List of
tasks/functions based on role (click to go) (click to go) Key
Benefits of CRM (click to go) (click to go) Chapter 3: Maintaining
the CRM Key tasks for CRM maintenance e.g. marketing lists cleanup
(click to go) (click to go) Recommended practices (click to go)
(click to go)
Slide 4
Marketing Role: Generate leads through campaigns Facilitate
lead capturing Gather leads & record in CRM Your Role, Your
Tool Key functions of CRM for different roles & how it will
help different job roles to work effectively Sales Team Role:
Qualify leads Manage contacts, leads status & opportunities
Convert leads to opportunities/conta cts Dept Heads Role: Assign
leads and opportunities Track lead and opportunities progress Drive
and manage sales through CRM Chapter 1: CRM and You Click to
continue
Slide 5
Exhibitions Seminars Corporate Events Lead Generation CRM Lead
Assignment WSS Dept Head WES Dept Head TMS Dept Head Lead
Assignment Import Lead into CRM Marketing CRM Track Opportunities
Close Opportunities CRM Overview flowchart Chapter 1: CRM and You
Click to continue Lead Qualification Sales
Slide 6
Key Terminologies Explained A company doing business with us.
Each account must have at least one contact Account A person
interested in doing business or currently our customer. Each
contact must linked to one account Contact Chapter 1: CRM and You
Click to continue A potential sales event which must be qualified
or disqualified as sales opportunity and pursued aggressively Lead
A potential revenue generating event that must be tracked and
converted to Won or Lost opportunity Opportunity
Slide 7
Key Terminologies Explained A list of accounts, contacts or
leads targeted for a campaign e.g. eNews mailing list Marketing
List (to be covered in Advanced Training) Chapter 1: CRM and You
Click to continue A marketing program using different channels to
accomplish a specific result e.g. direct mail for promos Campaign
(to be covered in Advanced Training)
Slide 8
- End of Chapter 1 - Click to go back to main menu
Slide 9
Chapter 2: Using the CRM 1.CRM Workspace (click to go) (click
to go) 2.Account Management (click to go) (click to go) 3.Contact
Creation (click to go) (click to go) 4.Lead Management (click to
go) (click to go) 5.Opportunity Management (click to go) (click to
go) 6.The Sales Process (click to go) (click to go) 7.The Sales
Pipeline (click to go) (click to go) Back to main menu Chapter 2:
Using the CRM Click to continue
Slide 10
Back to main menu Chapter 2: Using the CRM Click to continue
CRM Workspace Quick links to different functions View different
records here Frequently used toolbars Shows all the opportunities
available Shows all the opportunities that are created by you
Slide 11
Account Management 1.Account Creation Flow (click to go) (click
to go) 2.Associating Contact to Account (click to go) (click to go)
Back to main menu Chapter 2: Using the CRM Click to continue
Slide 12
Account Creation Flow Click to continue Chapter 2: Using the
CRM Sales to complete CRM Account Creation Form & submit to
Admin Sales to associate contacts to the relevant account Account
Contact A Contact B Once the account is created, the admin will
notify Sales Youve Got
Slide 13
Click to continue Chapter 2: Using the CRM Associating Contact
to Account Open the contact you want to associate with an account
Click to open a list of accounts to associate
Slide 14
Click to continue Chapter 2: Using the CRM Associating Contact
to Account Select the relevant account and click Ok This contact is
associated with this account Click Save and Close Ensure that this
contact is associated with the right account to prevent
duplicates
Slide 15
Contact Creation Click to continue Chapter 2: Using the CRM Go
to Sales tab After log in to CRM Click Contacts
Slide 16
Contact Creation Click to continue Chapter 2: Using the CRM
Click New A form will appear Fill in all the details Go to Details
tab Fill in the necessary details Click Save A new contact is
created Follow the right name format e.g. John Lim (first name
John, last name Lim) Fill in Manager name, if available, to create
Organization Chart Minimum input details: Name, Company Name, Email
and/or Phone
Slide 17
Click to continue Chapter 2: Using the CRM Associating Contact
to Account After account is created in the CRM, Sales must login to
CRM to associate created contacts to relevant accounts You can have
more than one contact associated with an account
Slide 18
Contact Creation in Accounts Click to continue Chapter 2: Using
the CRM Click here to change view Select Active Accounts Open the
account which you want to add contact to
Slide 19
Click to continue Chapter 2: Using the CRM Click on Contacts
Click New Contact Contact Creation in Accounts
Slide 20
Click to continue Chapter 2: Using the CRM Minimum input
details: Name, Company Name, Email and/or Phone Contact Creation in
Accounts Note that some of the fields are auto completed Fill in
the contact details
Slide 21
Click to continue Chapter 2: Using the CRM Contact Creation in
Accounts Click on Details Select who is the Manager if there is
Select the role Click Save and Close to complete
Slide 22
Lead Management 1.Create a lead (click to go) (click to go)
2.Qualify a lead (click to go) (click to go) 3.Disqualify or close
a lead (click to go) (click to go) 4.Reactivate a disqualified or
closed lead (click to go) (click to go) Back to main menu Chapter
2: Using the CRM Click to continue
Slide 23
1.Create a lead A potential sales event which must be qualified
or disqualified as sales opportunity and pursued aggressively Click
to continue Chapter 2: Using the CRM
Slide 24
Create a Lead At the main page, click on the Sales tab Click on
New to create new lead After log in to CRM Click to continue
Chapter 2: Using the CRM
Slide 25
Create a Lead Fill in the necessary info about the lead Choose
the most suitable rating Click save to capture the details entered
Click on Details tab to enter more info Fill in the necessary
details Remember to enter the lead source A form for creating new
lead will appear A new lead is created. Click to continue Chapter
2: Using the CRM Lead source help us to determine which
event/activity the lead comes from
Slide 26
2. Qualify a lead Your primary goal is to turn leads into
customers, or at least opportunities Click to continue Chapter 2:
Using the CRM
Slide 27
Conditions for qualifying a lead Click to continue Chapter 2:
Using the CRM Customer requires a product that we can offer
Customer requires the product within a reasonable timeframe
Customer has the budget for the product
Slide 28
Open the lead to qualify At the Sales Tab Select this if you
are doing business with specific individual at a company Associate
with an account or contact from the list if only this option is
selected Select this option to open it in new window to add more
details Click to continue Chapter 2: Using the CRM Qualify a lead
Click on Convert Lead Click Ok after selection Select the most
appropriate option to ensure record accuracy
Slide 29
A form for adding details for the qualified opportunity will
appear Click to continue Chapter 2: Using the CRM Fill in the
appropriate Topic Choose User Provided to fill in the fields boxed
in red Lead Conversion to Opportunity
Slide 30
Click to continue Chapter 2: Using the CRM Amount quoted to
customer Invoice issued to customer Expected PO receive date
Personal judgment of success Click on Notes to add more relevant
information e.g. competitors Click Save and close to complete
Slide 31
3. Disqualify or close a lead Disqualifying a lead will retain
an audit trail for your sales process and also any attachments or
notes Click to continue Chapter 2: Using the CRM
Slide 32
Disqualify or close a lead Open the lead to disqualify or close
Click on Disqualify Click on Convert lead.. Click Ok to complete
Choose from list to select appropriate status Click to continue
Chapter 2: Using the CRM Choosing the most appropriate status will
help us to determine how we lost the lead
Slide 33
4. Reactivate a disqualified or closed lead Click to continue
Chapter 2: Using the CRM
Slide 34
Reactivate a disqualified or closed lead Click on Closed Leads
Open the lead to reactivate Click to continue Chapter 2: Using the
CRM
Slide 35
Reactivate a disqualified or closed lead Click on Actions Click
on Reactivate Lead Click Ok to reactivate lead Click to continue
Chapter 2: Using the CRM
Slide 36
Opportunity Management 1.Create an opportunity (click to go)
(click to go) 2.Close an opportunity (click to go) (click to go)
3.Reopen an opportunity (click to go) (click to go) Click to
continue Chapter 2: Using the CRM
Slide 37
1.Create an opportunity A potential revenue generating event
that must be tracked and converted to Won or Lost opportunity Click
to continue Chapter 2: Using the CRM
Slide 38
Create an opportunity At the Sales tab Click Opportunities
Click New to create new opportunity Fill in the appropriate Topic
e.g. ABC Pte Ltd looking for 2 units of FTB 100 Click to continue
Chapter 2: Using the CRM The Topic must indicate clearly the
product/solution & the contact Select Contact/Account from
list
Slide 39
Create an opportunity Click to continue Chapter 2: Using the
CRM Amount quoted to customer Select User Provided to fill in more
details Fill in the data for Est. Revenue, Est. Order Date &
Confidence Level in order to generate sales pipeline Invoice issued
to customer Expected PO receive date Personal judgment of success
Click Notes to add in relevant information Save and close to create
opportunity
Slide 40
2. Close an opportunity Click to continue Chapter 2: Using the
CRM
Slide 41
Close an opportunity Open the opportunity to be closed Click on
Actions Click on Close Opportunity Check either Won or Lost Click
Ok to complete closing an opportunity Click to continue Chapter 2:
Using the CRM If won, enter the actual revenue & close
date
Slide 42
3. Reopen an opportunity Click to continue Chapter 2: Using the
CRM
Slide 43
Reopen an opportunity Click here to view Closed Opportunities
Double click on the opportunity to be reopened Click on Actions
Click on Reopen Opportunity Click on Ok to confirm reopen
opportunity Click to continue Chapter 2: Using the CRM
Slide 44
The Sales Process Click to continue Chapter 2: Using the
CRM
Slide 45
Win/Lost Opportunity Post AwardDecision Stage Negotiation
Perception AnalysisValue Proposition Click to continue Chapter 2:
Using the CRM The Sales Process Prospecting Broken down into 6
distinct stages Your stage must describe accurately the current
status of your sales
Slide 46
Click to continue Chapter 2: Using the CRM The Sales Process
Finding out who to sell to & what to sell Prepare proposals,
calculate margins & product demo Convince customer, confirm
budget & time line Revise pre-cal, confirm T & C &
expected order Order is received Invoice issued
Slide 47
Changing Sales Stages Chapter 1: CRM and You Click to continue
Open the opportunity you wish to change stages Click on Actions
Change Stage Click to drop down list Select the relevant stage to
complete the change
Slide 48
The Sales Pipeline Click to continue Chapter 2: Using the
CRM
Slide 49
Click to continue Chapter 2: Using the CRM The Sales Pipeline
Make sure the sales stage reflects your current sales process Based
on the sales process, you can generate the Sales Pipeline Report
You can anticipate potential sales from Pipeline Report which
displays an overview of potential sales grouped by stages
Slide 50
Generating the Sales Pipeline Chapter 1: CRM and You Click to
continue At the Sales Tab under Opportunities Click on Reports
Click on Sales Pipeline Run Report
Slide 51
Chapter 1: CRM and You Click to continue Change to Sales
Process Click View Report Generating the Sales Pipeline
Slide 52
Click to continue Chapter 2: Using the CRM After going through
all the key tasks, you will realize how CRM benefits you in many
ways. Organized and simplified way of acquiring, tracking and
monitoring your sales pipeline Generating Sales Pipeline Provide a
clear and comprehensive view of different relationship between
accounts, contacts and leads Organization Chart Tag relevant emails
to show complete picture of sales process Tagging Emails (to be
covered in Advanced Training)
Slide 53
- End of Chapter 2 - Click to go back to main menu
Slide 54
The ROOTS way Remember to update lead/contact details whenever
there are changes R Chapter 3: Maintaining the CRM Click to
continue Optimize the use of CRM for opportunity conversions O
Ownership of data for accuracy and relevancy O Track, track and
track contact/lead status T Save all relevant information relating
to contact/lead promptly S
Slide 55
Recommended best practices Regular updates on lead/contact for
accuracy e.g. Updating contact details Entering names of
lead/contact in CRM e.g. John Lim (First name: John Last name: Lim)
e.g. Cai Jieying (First name: Jieying Last name: Cai) Track &
monitor lead/contact status e.g. Convert lead to contact when sales
completes Chapter 1: CRM and You Click to continue Be CRM centric,
not Email centric e.g. Start each day by going through CRM
FIRST!
Slide 56
- End of Chapter 3 - Click to go back to main menu
Slide 57
Short Quiz 1. What is the main difference between contact &
lead? 2. After the account is created by the admin, what should the
sales do? 3. What are the must fill fields when creating a contact?
One must be pursed aggressively to be qualified/disqualified as
opportunity Sales must link the account to the relevant
contact/contacts The fields are Name, Company Name and Email/or
Phone no.
Slide 58
4. What are the conditions for qualifying leads? 5. What are
the input fields that must be filled in opportunity in order to
generate sales pipeline? 1.Customer has the budget 2.Customer
requires a product we can offer 3.Customer requires the product
within a reasonable time frame They are the est. revenue, sales
stage and confidence level Short Quiz