Sales Force Automation

The Eight Words That Kill A Sale:

“Let me get back to you on that”
Back in the day….

 Call reports and files

 Monthly sales reports
 In-side sales, service, shipping
 Forecasting
 Team selling
 Sales Management
Sales Force Automation

Computer
 Electronic Rolodex

 Contact Database

 Interface with Word Processor

 Sync with Palm….

 But not full integrated with Marketing,

shipping, accounting, call center…….
Sales Challenges

Sales Effectiveness
 Low customer face time

 High rep turnover

 Poor team communications

 Insufficient skills
Sales Challenges

Selling Knowledge
 Islands of customer, product and
competitive information
 Difficult to navigate

 Information not current

Sales Challenges

Pipeline Visibility
 Need to see opportunity from
beginning to end
 Need to manage closure

 Need to see bottlenecks

 Inadequate coaching
 Organization

Customers
Touchpoints

Field Sales

Website

Email

Call Center

POS

Traditional Mail

Retail

Fax

PDA
Field Sales
Sales
Website

Email
Marketing
Call Center

POS
Service
Traditional Mail

Retail Finance

Fax
Production
PDA
Field Sales
Sales
Website

Email
Marketing
Call Center

POS
Service
Traditional Mail

Retail Finance

Fax
Production
PDA
Field Sales
Sales
Website

Email
Marketing
Call Center

POS
CRM Service
Traditional Mail

Retail Finance

Fax
Production
PDA
CRM is a business strategy comprised of
process, organizational, and technical
change whereby a company seeks to better
manage their own enterprise around
customer behaviours. It entails acquiring
and deploying knowledge about one’s
customers and using this information across
the various touchpoints resulting in
increased revenue and operational
efficiencies.
Why CRM?

Either do business the customer’s way or

they go their own way.
 Competitive advantage
 Simplified internal organization
(shrink workflow, shorten cycle time,
efficient invoicing, faster delivery)
 Customer Satisfaction and Loyalty
=>Profitability
Siebel Systems – Average
Customers

 11% Increase in Revenue Growth

 16% Increase in Customer Retention
 19% Employee Productivity Gain
 20% Increase in Customer Satisfaction
Sales Process/Activity
Management

 Guide rep through sales process

 Real time information
 Responsibilities/Team Selling
 Organization (record activities)
 Contact management
 Analyze activities – efficiencies
Sales Management

 Evaluate reps
 Monitor accounts/opportunities
 Allocate resources
 Expedite process
 Call reports
 Expense reports
 Forecasting
Lead Management

 Allocate leads/opportunities (from all

touchpoints)
 Track leads/opportunities - evaluation
of:
 Reps
 Regions
 Stage in sales process
Knowledge Management

 Presentations
 Forms
 Literature
 Reports
 Industry and competitor data
 Promotional material
 News and press releases
 Education – e.g. training
Points of Failure
Needs Analysis
Error rates 50-80%
- Dirty Order
Solution
- Order Fall Out
Development

Detailed
Configuration

Price
Quotes

Order
Fulfillment
Siebel eAdvisor
 Guides rep through selling process by
ensuring rep asks specific questions.
 Matches product/service with customer
needs => recommended solution.
 Decreases sales cycle and training
 Increases sales effectiveness and customer
satisfaction (right product)
 Gives sales access to ultimate marketing
information
Siebel eConfigurator

 Helps reps to customize products from

a combination of features.
 Simplifies process of selecting, pricing,
configurating, and purchasing of
complex or customizable products.
 Presents all relevant cross-sells and
up-sells.
Siebel ePricer

 Delivers pricing consistency across all

customer touchpoints and channels.
 Don’t need to wait for latest price list.
 Uses complex pricing rules
Siebel Order Management

 Transfers orders from sales to back

office
 Synchronizes orders between Front
and Back Office
 Validation, tracking, approvals, post-
order follow-ups.
Process, Technology, People

Field Sales
Sales
Website Selling Knowledge
Product Knowledge
Email Solutions Knowledge
Customer Knowledge Marketing
Call Center

POS
CRM Service
Traditional Mail

Retail Finance

Fax
Production
PDA