blog.crmit.com

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud. Recognized amongst CIOReveiw’s "20 Most Promising Cloud Computing Companies”


1 Comment

Quote Management – Quote Simple. Quote Smart

Quote Simple. Quote Smart

Shouldn’t Quote management be a part of the CRM solution itself? This is a classic question we hear from our customers very often. They are really puzzled when we tell them that an opportunity, to some extent, is the CRM’s final touch point. Once an opportunity is won, it is assumed that it gets converted to an order in another back-end system and then it is processed. But there’s something between these two, which is the quote process.

Agreed! Not all businesses use quotes, but at the same time a considerable number of businesses do use quote management and they wonder – between an opportunity and an order, shouldn’t there be a quote step? This is very important for them because this is one of the key sales tools that is being used very often.

You are in front of the customer, sitting across the table, discussing something and expressing interest in certain aspects and then the expression is converted into a soft interest by creating a quote. It then becomes a hard interest when you convert it into an order at a later point of time. But the soft interest phase is something which is very interesting. From the first point in which you create a quote with some indistinct details – with some numbers and dates and other parameters, it becomes a conversation starting point and later becomes a running document. As a result, multiple versions of it get created, prices change, the quantities change, the delivery dates change, the delivery locations change, the overall pricing changes, discounts, packs, shipping all these elements showing a variable characteristic will have a tendency to change. It’s as good as a real order but it’s basically a soft commitment. So, this is something which is quite common and most of the organizations solve this problem by implementing their own quote management solutions which are outside the CRM framework.

Typically, CRM talks to the quote management system, once the opportunity is ready to become a quote, a trigger is sent from the CRM to the quote management system with all the relevant details and the quote is generated. The quote process actually happens outside CRM.

Quote Management

But the trend is that people want to see what happened to a quote after it is created. It can’t be another system. People don’t want to jump windows and also, they want to have complete visibility about what is happening in a particular opportunity. Till a quote is accepted by the customer representative, the opportunity is not considered as closed. So they want to know what’s happening on the quote side, how many versions have been created, which ones are sent to the customer, when was it sent, was it sent as an email attachment or was it sent as a printed copy, what was the customer reaction, when did they see it, when they plan to complete it or close it. These are some details sales rep wants to see in their opportunity view itself and they end up achieving it in one of the two ways:

First one is, if the quote management solution the customer using is strong, then we integrate CRM with it. We bring quote into the CRM, we allow CRM to send data to the quote management system and so on. Else if the customer is not having a quote management system and having a system which is very outdated or sometimes the quote management system can even be heavy – heavy in the sense that they may be looking for a simple quote management solutions but they might have gone for a implementation whereby a really heavy weight quote management system is implemented and the sales people are really puzzled on how to use it and they end up not raising quotes in the required numbers.In such cases, they build small quote management functionality inside CRM. It is very simple and straight forward but at the same time, you have to understand the process very well.

How CRMIT can support you?
Accelerate Revenue through Quote ManagementWe have worked with a number of customers and have understood that the quoting process in general is having a fine thread which is common across companies and variations are added on top of it. So that’s where we thought we will create our own quote management solution which sits inside the CRM. It is not a heavy weight system that you need to host elsewhere and then integrate with CRM, switch to it whenever necessary. It is ‘within’ the CRM. So it uses CRM’s architecture, it uses CRM’s own objects, hence it is well connected, easy to access, quick to use as the information need not be pulled out from a third party system. So that’s one of the very key features which add value to the CRM flow by just adding a quote piece to it.

Mobile Quote – Anywhere, Anytime, Any Device

Another common trend that we are observing now is the mobile quote. When reps travel a lot, they carry their mobile devices, tablets and other portable devices and they want to create quotes when they are in front of the customer. Of course they may be connected or disconnected, but all the details that are required for creating a quote should be available to them so that they can create a quote, across the table and can show it to the customer. Once everything is done, the customer says ‘”yes, you send me the quote”, the rep just presses a button and the quote goes to the customer in the format they prefer. This can be improved further by integrating it to a digital signature system so that the customers can readily sign the document in the mobile device itself, or using their Email/ an online digital signature system. This means, system drives the call for action and makes sure that the sale is won.

In short, this is something which is really transforming. Basically, you are moving from your simple cataloging system to a system whereby you can showcase your products and quickly create a quote and then send it across to the customer. This basically completes the loop as far as the purpose of that meeting is concerned. Many of our customers are moving towards this important milestone. Mobile quoting is something that will really transform this industry and CRMIT is working towards bringing the best mobile quoting experience to CRM sales persons using a system which resides inside their CRM so that no learning and unlearning is required. They use the system exactly as they normally use the quote management system and get this important piece of work done within the system itself. We believe this will really provide huge value add to our customers and we are excited to work with variations of the same application and help our customers raise better, customized quotes and close the business quickly.

Inputs from
Naga Chokkanathan
Sr. Director – Innovations
CRMIT Solutions


Leave a comment

Modern Marketing: The New Digital Dialogue

 

Latest Marketing Landscape

Image Reference – Biztegra

Modern Marketing implies marketing Machines.

Business is social. Business is marketing. Marketing is social. In 2014 our programmatic speech at the consumer averages 4000 messages per day, a great bulk of it digital. Few listen. Many tune out. Most stare. We have a long way to go in building the marketing machines. How might digital technology help build machines of society?

The marketing clouds of 2014 are either mass advertising machine tools or mass advertising machines. Leading marketers are focused on getting actionable insights from the marketing clouds and the data oceans. Separately we have moonshots for the marketing machine tools by the likes of Google and Apple.

Marketing Strategies

The art of the digital is to capture the intricate social as a series of dialogues. However the state of the art in 2014 is a series of monologues, the simplistic approaches of a command economy. Over time the marketing monologues improve with tools such as ID graphs and other identity collators. Nonetheless with every passing reinforcement of the command economy the digital contract for social takes a step back. When a consumer feeds us personal data, from the house thermostat, the driverless transports, the eye glasses, the skin sensors and other electronic interfaces FROM his life the digital contract is to employ that data in the service of locale social, locale marketing, locale dialogues. To be sure, Data is a neural net! A marketing logic that prefers siloed enrichment to simplification of the consumer’s data breeds monocultures and diminishing returns.

The premise of the digital society is you reap as much Data as you sow. For an enterprise this translates to ever finer descriptors of its offering in the market. Modern marketing in a globalized digitalized economy is less about privacy than about social literacy. It calls for more social science to marketing than ever before.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

CRMIT Solutions also extends Marketing Cloud Automation solutions with Oracle Eloqua. “Marketing Oracle Marketing Cloudautomation has been a critical component for our customers and Oracle Eloqua is an ideal fit for modern marketers to power revenue performance,” said Vinod Reddy, Founder & CEO, CRMIT Solutions.“They can transform the way you market in the digital age while delivering an integrated and highly personalized customer experience,” added Vinod.

Testimony to Customer Excellence

CRMIT Solutions is committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.


Leave a comment

Oracle Sales Cloud: Increase Sales with Team Collaboration and Social Selling

Oracle Sales Cloud

See it as an IT revolution or the Mobile one, the way people communicate and make decision has changed so is the need to change to the sales process.

Even though the Sale Goal remains the same, which could be build your pipeline, achieve your targets, but the way we need to do it today is different. Sales reps cannot on the fact that the marketing team would run the campaign, nurture the prospect and give it to you once they are ready. Sales Reps need to do smart sales.

As a Sale Rep one needs to be pro-active, on the heel all the time. Oracle Sales Cloud enable to you to understand your customer better and engage with them from a very early stage.

Sell more thru Oracle Sales Cloud

The team collaboration enable you to collaborate with your team on opportunities. Using team collaboration, you can initiate a conversation, select the participant and communicate. It is more like your intranet office communicator, the difference being everything is associated with the opportunity. You don’t need to switch being your emails to track conversation, approval, you can do it all inside sales cloud itself. You can attach documents in the conversation, which enable to get approvals for price , or review your contract document.

The Oracles Sales Cloud for Social Selling is simple, it is all about “Sell More – Know More – Grow More”. With the help of Sales cloud social selling you can build stronger relationship with your potential buyers. Oracle sales cloud is pre-integrated with Social cloud. This enable you to integrate your social campaign & generate leads from social cloud. You can get insights to the digital body language and buying pattern, which enable to identify the right time to communicate.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

oracle_specialized_sales_cloud
CRMIT Solutions has achieved OPN Specialized status for Oracle Sales Cloud –Oracle Recognizes CRMIT Solutions for Expertise in Implementing Oracle Sales Cloud. CRMIT Solutions Offers A Host of Solutions on Oracle Sales Cloud, Including Consulting, Sales Planning, Social Sales, Customer Data Enrichment, Field Sales Automation, User Adoption, Training, Health Checks and Testing.

Testimony to Customer ExcellenceCRMIT Solutions is committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.

 


Leave a comment

How to Improve Your Customer Experience by Tracking and Measuring Key Goals ?

Customer satisfactionCustomer Experience is the customer’s experience of your relationship with the product that is owned by the customer. CX is a noun.

Of course CX is the essence of commerce. Absent CX, there is neither a maker nor a customer in the picture. CX is one’s competitive differentiator in the market. Corporate performance in the market is therefore a function of CX. For the leading businesses the stock price in the capital market is the main measure of their CX. How might a CEO connect the KPI of the stock price to executive KPIs? This of course has as many answers as there are ways of organizing the business. Processes, functions, laws, physics are some of the organisational factors with which most firms multiplex their talents today.

Consistent Customer Experince across multichannel

Whether one has a simple organization or a complex one, CX begins when we begin to think of a prospect and ends when the customer has stopped his commerce with us. So regardless of how we might have organized ourselves to interface with the market, our CX KPIs have to encompass the length and breadth of the enterprise. This is rather easier done than said as technical factors such as processes, functions, laws and physics are every bit defined and measurable. But isn’t there a secret sauce to the CX thing, which the talented talents bring to the table in the great businesses? There isn’t. CX is the customer’s experience of your relationship with the product that is being sold by you and being bought by the customer. CX is practice, management, tangible work. CX is what makes a business great. Your enterprise strategy states what CX is and isn’t in your enterprise.

If your enterprise is comprised of, say, merely the marketing, sales and service functions (as might be the case for a commodity retailer, a reseller, etc.) the CX and its KPIs should be quite straightforward. The marketer’s customer experience, for example, is the prospect’s experience of the marketer’s relationship with the marketing monologues and dialogues being purchased by the consumer in exchange for the time and equivalents paid to the marketer by the consumer. If for example marketer’s scope of business included marketing to existing customers, partners and other stakeholders around the enterprise then the marketer’s customer experience is the experience by each of them of the marketer’s relationship with the marketing operations (content, contexts and conduits) that are offered by the marketer to the ‘target’ in exchange for time, information, trust, money and other payments by the target. Examples of CX KPIs for this marketer are metrics such as individual and aggregate rates of correspondence (email replies, multi-level click throughs, social connections), volumes and refreshes of abstract and personalised content, time spends and depths of voluntary information received from the targets, and the like.

Similarly the salesperson’s customer experience is the prospect’s experience of the salesperson’s relationship with the sales’ process being purchased by the consumer in exchange for the participation, work, time, energy, knowledge and equivalents paid to the salesperson by the consumer. The CX KPIs for the salesperson and similarly for the persons in the service function can be defined. In our story the three functions organise themselves with clear handovers. As their individual KPIs are common to the consumer, rather than the enterprise or themselves or their handovers or other consumer-irrelevant externals, the corporate performance of this enterprise is attributable and manageable at the individual functions.

There are several opportunities for excellent CX in the course of business. A maker makes several Products in the course of commerce even where its catalog may have a single unit of a single item available to sell. A customer purchases several Products in the course of commerce even where she plans to buy a single unit of a single item. Every commerce is a two-way, two-party affair. Whereas in times of insulated impoverished economy the supplier or producer might have been the focus of management for mutually profitable commerce the era of a globalized digitalized services economy the management for mutually profitable commerce requires a focus on the consumer.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

Testimony to Customer Excellence
CRMIT Solutions is committed to provide customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers, and making them more efficient at what they do.