1. How to start using a CRM system!
Stein Sektnan
SuperOffice Software Limited
2. Purpose
• To benefit from a CRM system you need to get
organized
• The system needs to fit your business process
• All people in the organization need to buy into
the processes
• You need flexibility to support more than one
process when there is a business need for it
3. Customers and contacts
• How many customers do you have?
―Take ownership of your customers by becoming
“Our contact”
• What type of customers do you have?
―CP1, CP2, CP3 (What does this mean?)
―Re-market Customer
―PP1, PP2, PP3
―How many do you have of each category?
4. Leads….
• A lead is in existence when you have it
registered in SuperOffice (for new PP3)
• A lead could be a marketing lead (not ready to
buy) or a sales lead (active sales process)
• A customer represent a new sales opportunity
• A customer who does not buy for some time is
a remarket customer – you need to do
something special to make them buy again
6. Who do we have an activity with?
• Sales leads
―Weekly?
―Always the next action as an open activity
• Marketing leads
―Monthly / Quarterly?
―Always the next action as an open activity
• Prospecting
―Daily/Weekly?
―Get new opportunities into your sale pipeline
8. Sales process (this is an example – will be tailored to each customer)
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Requirement
Testing
Customer approval
Quote
Customer order
Sales order processing
Backorder processing
9. Some golden rules!!
• What does not exist in SuperOffice has not
happened nor is it planned to happen
• Always an open activity with sales and
marketing leads (next activity)
10. And now…
Just do it – start using the system
Start simple and extend what you are doing as
you grow in confidence