Ch 11 part 2 SCM

automated sales force tools

(1) Sales Force Automation (SFA) (2) Sales Activity Management (3) Sales Territory Management (4) Lead Management (5) Knowledge Management

6 steps to a successful CRM program

1. Creating the CRM Plan 2. Involve CRM users from Outset 3. Select the Right Application and Provider 4. Integrate Existing CRM Applications 5. Establish Performance Measures 6. Providing CRM Training for All Users

seven r's rule

1. the right product 2. the right quantity 3. the right quality 4. the right place 5. the right time 6. the right customer 7. the right costs + the RIGHT documentation = THE PERFECT ORDER

sales territory management

Sales managers obtain information on each sales rep's activities

sales force automation (SFA)

Used for documenting field activities, communications with the home office, & retrieving sales history.

call center

links an organization and its customers together. It is a facility housing personnel who respond to customer queries. These personnel may provide customer service or technical support.

post-transaction (after sales)

occur after the sale Includes warranty repair capabilities, complaint resolution, product returns, operating information, etc.

transaction (sales)

occur during the sale Includes the order lead time, the order processing capabilities, the distribution system accuracy, etc.

order management

the process of receiving and accepting customer orders and then ship, invoice and communicate order status to the customer

customer service as a performance measure

Customer service is a category of performance measures, such as the percentage of orders delivered on time and complete, the number of orders processed within acceptable time limits, etc.

customer service as a philosophy

Customer service is a company-wide commitment to providing customer satisfaction by placing emphasis on quality and quality management.

customer service as an activity

Customer service is a particular task that a firm must accomplish to satisfy the customer's needs. Order processing, billing and invoicing, product returns, and claims handling are all typical examples of the customer service activity.

measuring customer satisfaction

Customers being given opportunities to provide feedback about product(s), service(s), the organization, etc. This can be done through surveys, questionnaires and direct phone calls to customers asking them their opinions. Decisions have to be made regarding how to capture the data, and how to analyze the information so you can use it productively going forward. -It is of very little value until it can be analyzed and acted upon. -Most companies will need some type of a database to manage the data.

website self service

Portals for customers to access their account information, check operating hours, ask questions, see product information, find contact information, check on orders, get shipping information, etc

customer data privacy

Rules and laws regarding invasion of privacy include Patriot Act in the US and Internet Privacy Law in the EU

sales activity management

Tool offering sales reps a guided sequence of sales activities

cloud computing (software as a service)

ala carte and on demand offerings accessed via web browser Changing the cost structure of CRM applications

social media

creating and cultivating virtual communities around product or brand is a powerful way to engage consumers

knowledge management

enables quick decision making, better customer service, and a better-equipped and happy sales staff

field service management

involves setting up the company operations to allow customers to interact directly with the company's service personnel

pre-transaction (pre-sales)

precede the sale Includes customer service policies, the mission statement, the organizational structure, system flexibility, etc.

call centers give customers

quick access to the information they want and enhances the customer-to-business relationship. Help continuously monitor customer service parameters in an effort to gauge performance and improve quality and efficiency. By utilizing a Call Center, the company's internal resources can be freed up to focus on the company's core competencies

lead management

sales reps can follow prescribed tactics when dealing with prospects to aid in closing the deal

customer service

the act of taking care of the customer's needs by providing and delivering professional, high-quality service before, during, and after the customer's requirements are met

call centers can

▪ Can categorize calls ▪ Determine average resolution time ▪ Increase customer satisfaction levels ▪ Provide input to forecast future demand ▪ Improve the productivity of the overall staff ▪ May be in-house or outsourced ▪ Automated through Voice Response systems or Chatbots