CRM Selection Processes: Best Practices in Evaluating Your CRM Options

Measuring HR success is important. Here are the KPIs you need to ensure that your HR strategy is heading in the right direction.

This document discusses customer relationship management (CRM) software and its benefits. CRM software provides a centralized database to store customer information, helps with customer analysis, service, and prospect tracking. It allows for improved internal communication and reporting. Choosing the right CRM solution depends on factors like integration needs, company size, and customization requirements. Implementing CRM can increase revenue, reduce costs, improve retention, and provide a 360-degree view of customers. Success requires aligning CRM with business strategy and goals.

The document discusses how measuring customer experience has evolved from basic voice of customer surveys to more holistic platforms that combine various data sources to provide insights into customer journeys, experiences, and feedback in order to identify issues, measure satisfaction improvements, and guide customer experience efforts. It also outlines how organizations can utilize these platforms to close feedback loops with customers, analyze trends, share insights across departments, and influence employee behavior to improve business performance.

This document summarizes Salesforce's use of sales development representatives (SDRs) and business development representatives (BDRs) to fuel company growth. It describes how the sales development team has expanded over time, from 17 SDRs and 2 BDRs in 2004 to over 500 employees in 2016. The sales development organization is responsible for generating leads and opportunities through outbound prospecting. Representatives are expected to qualify leads and create opportunities to contribute to the company's global pipeline. The document outlines the roles and responsibilities of customer intelligence trainees, SDRs, and BDRs within the sales development process. It also provides examples of the types of questions representatives ask to qualify leads and examples of common qualification hurdles.

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Kathryn Honderd discusses how marketing automation and CRM work together to improve marketing and sales alignment. She outlines a 10 step process for evaluating current systems, visualizing goals, selecting the right tools, implementing the integration, and optimizing over time. The key steps are evaluating current processes, aligning sales and marketing goals, selecting and implementing the right CRM and marketing automation tools, and continuously optimizing through reporting and feedback. The overall message is that CRM and marketing automation can provide a powerful "one-two punch" when properly implemented and optimized through a collaborative process between sales and marketing teams.

This deck is relevant not only to cloud based software companies but also those with an on-prem model. Specifically focused on services strategies and customer success in general, the content dives into some of the considerations and strategies around designing and building a services organization and driving the cross organizational cooperation necessary for a company to be successful focusing on not just customer acquisition but customer retention.

The document describes the integration between Dynamics 365 Sales and Dynamics Business Central. It outlines how customer, product, price, and order information flows between the two systems. Key entities like contacts, items, price lists, units of measure, and documents like opportunities, quotes, orders, and invoices are synchronized so the sales and business management functions are connected.

The webinar to go with the whitepaper Your VoC Programme is underperforming and you know it - do something about it: https://www.linkedin.com/posts/stefankolle_your-voc-programme-is-underperforming-and-activity-6656138043298324480-t96j

This document summarizes strategies for customer success at large tech companies like Oracle and Informatica. It discusses the challenges of defining customer success roles at large scale, educating employees, and integrating acquisitions. It emphasizes building relationships, executing strong customer success plans, and focusing on measurable results. The document also outlines Informatica's customer lifecycle approach, from trial success to onboarding, adoption maximization, and renewal. It lists indicators like renewal rates, churn, and adoption that measure customer success program effectiveness. Goals for 2014 include scaling the program, automating processes, and enabling more self-service support through training and community.

The presentation talks about understanding complex processes in a business and how to go about applying first call resolution principles to them

CallDrive is a mobile-focused tool and mobile advertising solution for automotive dealerships that aims to increase leads and sales. It provides a mobile app that allows dealership staff to receive, manage, and track leads from their phones. CallDrive focuses on pay-per-click advertising campaigns with "click to call" options and proprietary accounts, targeting calls which are late in the sales funnel at a lower cost per lead. It works by optimizing the lead and sales process through a dashboard, call tracking, staff performance metrics, and adjusting advertising budgets based on call recordings and staff ratings.