Sales is always based on relationships. The applications that sales people use are changing dramatically as the online and in person worlds begin to mesh together. How can the sales department benefit from CRM and customer experience? What technologies are there for them.

 

 

Number of Pages: 12

 

 

What Should Be Included and Why?

 

(Joel Lindstrom) 

The challenge is that good salespeople often have developed their own process that works for them, from older sales pros using 3X5 cards, to Excel experts using spreadsheets, to others using Outlook to track their accounts, contacts, and opportunities.   There is also a reluctance to be tracked by management.  This is often due to the message that management sends--if you project that you are going to sell something, and then you don't, your job might be on the line.  This message, expressed or not, can lead to a reluctance of sales to accurately report their pipeline, and a mistrust by management of the pipeline that they are given. 

 

It is crucial that the salespeople are given buy-in in the tools that they use, so that they will see value in the tool and actually use it.  The best CRM platforms can help mesh this together by making the CRM data accessible in the formats that the salespeople are used to--web, Outlook contacts and calendar, Excel spreadsheets and pivot tables, etc.

 

The customer experience can benefit by providing the customer a more consistent experience when dealing with your company--no more of the "I just talked to Larry, and he told me it is available in blue, but now you are telling me that it is available in red"

 

 

 

 

 

 

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