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GHOBASH CNS - CRM Training

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by

Mouhanad Alkhaldi

on 24 November 2015

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Transcript of GHOBASH CNS - CRM Training

CRM
Outlook integration
Tel.: +971(4) 3374282 / +971 (4) 3365589
Fax: +971 (4) 3379885
P.O.Box 7780 – Dubai – UAE
www.synergy-software.com
blog: www.synergy-software.com/blog
1- Home Page Components
Ghobash Group Trading and Investment
Ribbon
File Menu
Favorites
Dashboards
SiteMap
Site Map
Site Map
Modules
2- Activities Concept
Regarding
Create Activities
Filter activities
Activity Ownership
System Views
Custom Views
Applying Filters
Record Ownership
Entity various Ribbons
Account Life Cycle
Overview
Account Segments
Account Profiling
Account Planning
Account & ERP Story
Account Creation
Quote Approval
QR /DR
Bank Guarantee
Quote Revision
Quote to Customer
Opportunity
Quote & Solution Design
Customer PO
Customer/Prospect
Account
Basic CRM Functionality
PO
Account Planning
Account Profiling
Account Info Page
Account ERP Info (Sync Info)
Account Sites
Quotation Request / Design Request
QR/DR
QR/DR
Quote Draft
Click on "
Add New Quote
"
from Inside the Opportunity Record
The System will generate a Quote ..
deriving some default values from the opportunity
from the
Draft

Quote ,
you can "
Add New Quote QR/DR
"
Approval Entry
?
?
?
?
?
Creation
Validation - (Approval)
Sales Stages
10%
20%
40%
60%
80%
100%
needs approval
doesn't need approval
validation breakers
Campaigns
Quick Campaigns
Marketing Lists
Goal Management
Manage Sales Targets
Goals - Goals Metrics
Advanced
?
?
?
?
?
CRM Training
Microsoft Dynamics™ CRM Implementation / CNS
Note: Opportunity in CRM is the container for all other sales process entities (in CNS)
Closure
Quote
10 % .............................. Lead - Minimum info
20 % Qualify .................. Opportunity is Sent for Validation
40 % Validate ................ Approved Opportunity
60 % Develop ............ (Quote/QR/DR) .. Quote is Approved
80 % Negotiate ......... Final Proposal is sent
100% Closed ..... Won/Lost - Order - LOF
Marketing
Generating Business
3- Record Administration
7- Outlook
6- User Options
5- Entity Page
4- Notes & Attachments
8- Mobile
LOF
Disclaimer:

The Information in this slide is for visualization to facilitate understanding only.
This should not be considered as the standard business process.
This is not a Manual.
Copy Rights: Synergy Software Systems - Dubai - UAE

With Kind Regards
Mouhanad Alkhaldi
9- Import / Export
10- Advanced Find / User Views/Filter
11- Currency
12- Record Ownership
Last Planning auto update
Last Profiling auto update
Quote Lines & ERP Segments
QUAlity , Simplified Operations, And Process Rationalization
CRM Project
Building Optimal, Flexible and Transparent Operations
Improving Marketing and Sales Operations in CNS
Sales and Operations Excellence Group
CRM Objectives
Process Owner: Sales Manager
CRM Team:
Account Manager
Sales Manager
Pre-Sales
Project Manager
Services BDM/SDM
Finance Manager
L&P Manager
Customer Lifecycle Management Processes Workflow – Cont.
Process Owner: Sales Manager
CRM Team:
Account Manager
Sales Manager
SIG Manager
Services Manager
Finance Manager
L&P Manager
Process Owner: Sales Manager
CRM Team: All Extended CNS Leadership Team
Process Owner: Sales Manager
CRM Team:
Account Manager
Sales Manager
Sales Support Specialist
Customer Lifecycle Management Processes Workflow
Process Owner: Sales Manager
CRM Team:
Account Manager
Sales Manager
Sales Support Specialist
Process Owner: Sales Manager
CRM Team:
Account Manager
Sales Manager
Sales Support Specialist
Process Owner: Sales Manager
CRM Team:
Account Manager
Sales Manager
Sales Support Specialist
Process Owner: Marketing Lead
CRM Team:
Data Marketing Manager
Strategic CRM Processes
Customer Experience (Loyalty) Management
Value Proposition Development
Customer Analysis & Segmentation
Customer Profitability Management

Operational CRM Processes
Customer Engagement Management
Customer Lifecycle Management

Analytical CRM Processes
Organizational Performance Measurement
Competitive Analysis
CRM Process Performance Measurement
Customer Profitability Management
CRM Processes Framework
Note: Process completion stage (%) is NOT a probability to Win. Process may be at the final 80% stage, but risk to lose is high due to competition.
CNS Opportunity Management Process
Qualified Pipeline
Solution Selling Steps
n/a
Full Pipeline


Account Discovery & Profiling

Marketing
Event
Execute Account Discovery and Profiling
Execute Marketing Campaign
POC. DREAM Methodology

Search for announced tenders, other external sources of opportunities
0%
Prospect
Demand Generation
10%
100%
80%
60%
40%
20%
Implementation in progress
Proposal developed
Lead
CRM Milestones: Process completion %
CNS WIN
(Loss, Disengaged)
Proposal validated
Solution proposed
Opportunity Validated
Opportunity qualified
Confirmed interest by Customer (Need)
“Customer Evidence”
New reference story created
Order logged in ERP
CNS is shortlisted
RFP received/agreed upon
Customer Confirmation letter received
(BANT)
Execute implementation plan
Measure success criteria on on-going basis
Leverage success (create new reference story) for initiating new opportunities
Mitigate risks and competitive elements
Negotiate contract
Execute Tenders
Sign document / agreement (customer)
Finalize implementation plan - mobilize resources
PO + Contract received
LOF Approved
Order Booked in the ERP system
Provide references
Present refined solution and implementation plan for BDM’s approval
Developed value proposition presented
Agree upon success criteria
Gain legal approval
Conduct pre-proposal review
Proposal issued
Receive verbal approval
On the short list
Execute evaluation plan elements
Summarize findings to customer key players
Develop preliminary solution design
Refine initial value proposition if needed
Agree upon prelim solution
Benefits agreed and quantified
Develop proposal options
Customer confirms RFP requirements
Identify competition
Evaluate solution/design
Estimate budget
Identify compelling Value proposition to differentiate CNS
Validate Opportunity
B - Budget is available or in discussion with Finance
A – Authority. Negotiate access to the power sponsor
N – Need. Technical requirements discussed
T – Time. Project Timelines identified
Project Confirmation Letter Received
Identify and qualify the buying process
Vendor notified
Identify Business and IT pain points (latent and active) of the customer
Identify potential Sponsor (BDM) for the opportunity
Need - Outline the IT requirements (Solution Category)
Customer is willing to consider CNS as solution/service provider
Customer financially viable
Key Activities/Process Steps
Lead
Implement
Close
Negotiate
Develop
Validate
Qualify
`
Full transcript