CRM:
Situation leading to problems: (none controllable environmental factors)
--->goft faghat technology ye
-->Technology is one of the situational factors
Need/problem:(all problems)(salesforce effectiveness issues)
At Halsall, lack of having an updated client relationship management tool is one of the major
downfalls of their business.
● Lack of organized and systematic system to enhance the performance of the sales team
and introduce a better client retention ratio.
● It is appropriate for the company to gather the inside intelligence by using senior officer
information on the company’s need for improvements and include those as a custom
features of their CRM system.
Implications/consequences of problem:(All implications)( not solved)(“pain” of not solving
the problem pg 249-250)
These are some of the consequences of not having a good CRM software:
● Mistrust: Poor data quality often causes mistrust among internal departments.
● Bad or delayed decisions: lack of CRM software can cause unreliable or incomplete
data, also causes delay even making your decision in the first place. Therefore, it
becomes a confidence issue. If you don't feel confident in your data, you would have
lack of confidence in making a decision which could have a negative effect in the
short/ling run in your business.
● Wasted money: Not having a good CRM software can cause duplicate accounts, lost
contacts and missed sales opportunities which all contributes to budget waste and loss in
productivity.
Need satisfaction to Organization:(all need payoffs)(when problem is solved)
(“gains”/benefit of problem solved pg 250-251)(pleasure)
These are some of the benefits that your organization can perceive by using our CRM software:
● You can build profitable relationships by maximizing the effectiveness of customer
interactions.
● Enable you to access vital customer information anytime, anywhere even while
disconnected.
● This software fills the sales pipeline with qualified leads that bring in consistent revenue.
● Helps to identify new opportunities, analyze performance and business metrics, and
diagnose potential issues.
● Enable you to tailor the system to match your business process and user preferences.
● You can integrate with other business management solutions, desktop applications, and
web services for that complete, holistic view.
● Having a Business Partner who provides professional services in the design,
implementation, training and support.
Need satisfaction to sales force:(all need payoffs)(when problem is solved) (gains or benefit
of problem solved)(pleasure)
How does CRM software satisfy the need of your sales force?
● It provides real-time visibility into their team’s activities so they can forecast sales with
confidence.
● It makes it easy to manage customer information so sales representative can spend less
time handling data and more time with customers.
● To deliver best customer service, you need to connect all the conversations that happen
on social networks with the internal knowledge your agents use every day. That way,
your customers get answers fast and are happy also it costs you less.
Sales and marketing support: (your consulting firms support of your client)
Business proposition: (financial payoffs)(business case rationale -ROI & B/E)
Implementation table/work plan---> “roll out” plan (fek konam it’s for all issues)
Close/Summary(fek konam it’s for all issues)