staples crm module

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Staples CRM

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Page 1: Staples CRM module
Page 2: Staples CRM module

Shortcut to Salesforce…. Take it easy

• Well CRM, automation, cloud computing, all these sounds so boring , RIGHT???

Lets make it interesting

STAY WITH ME FOR THE NEXT 10 MINS….

Page 3: Staples CRM module

GET INTRODUCED TO STAPLES KE HERO….

Page 4: Staples CRM module

Organizational structure and their Roles

Hunter Farmer

Branch leads

Regional leads

Sales head

Line of Business

Convert existing leads into opportunity

Search for new leads

Monitor the leads created by Hunter Monitor the leads created by Farmer

Have visibility over Hunter, Farmer & Branch leads

Have visibility over Hunter, Farmer Branch & Regional leads

Segregation of all Leads generated according to different line of business

Page 5: Staples CRM module

ORGANISATIONAL ROLES & RESPONSIBILITIES MATRIX

Page 6: Staples CRM module

Functions

Hunter Farmer Branch lead

Regional lead

Sales head

Line of business

Leads Generate leads

Visibility

Visibility Visibility Segregation

Account Account is created

Contacts Details of the leads

Opportunity

Covert leads into opportunity

visibility visibility Visibility Segregation

Activities Creating leads and account

Campaigns

Covert leads into opportunity through campaigns

Reports Creating the reports

visibility visibility visibility

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• Page 3

Page 8: Staples CRM module

Salesforce in CRM

• Salesforce is a software developed for facilitating the efforts of salesmen.

• The company will able to track revenue , sales opportunities, business relationships.

• In short EVERYTHING one should know about STAPLES.

Page 9: Staples CRM module

Sales cloud

1) Lead – Any person organization or company that may be interested in our products or services.

2) Account – It is an organisation,individual or company involved with our business such as customers, competitors and partners that we want to track in our salesforce.

3) Contacts – It is any individual or influencer associated with an account that want we want to track in salesforce.

4) Opportunity- It is a potential revenue generating event, or sales deal, that you want to track in salesforce.

5) Activities – Helps to stay organised and co ordinate the activities to provide customer with prompt attention, and speed up the closing of sales.

6) Campaigns – Initiatives that involved spending like Seminars, Social Media Campaigns, Mail Blasters etc.

7) Reports – It is an statement, describing in detail an event, situation or the like, usually as the result of observation or inquiry.

Page 10: Staples CRM module

Setting up a password

• First time you login to the salesforce service, you receive an email namely “ Salesforce Password Confirmation”

To login the first time and reset your password follow these steps

1. Open the email and click the link which contains both your username and temporary password.

2. A page appears prompting you to set a new password and select a answer and a question password that can verify your identify if you forget your.

3. Complete the fields and use this password from now onwards.

4. When you are done click save.

Page 11: Staples CRM module

To log in follow these steps

1. In your browser, type www.salesforce.com and press enter.

2. Click the customer login tab highlighted in black.

3. The login page will appear.

4. Enter your user name and password and click the login button.

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• Chart pg 11

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Leads

• Look for quick search box to make sure that the lead you are creating does not

duplicate.

• If the lead does not appear in the result, you should create a new lead.

Steps for creating Leads

1. Click on Leads heading on the Salesforce page.

2. Click on “NEW” under the leads page.

3. Here, you have to fill all the details of your lead.

4. All the mandatory fields will be highlighted in RED.

You cannot save a new lead until all the mandatory fields are entered.

Page 14: Staples CRM module

Updating the lead

• Once the lead is created, we can access the related list. • Related list is list of information like person working for that

account and all activities related to that lead.

Now , we will create a task by contacting a particular lead.

For eg. The lead name is Navneet Enterprises and is handled by the owner of the lead Mr. ABC. Now he would contact Navneet and understands their needs w.r.t. Staples. After knowing the needs, Mr.ABC would update his account by following these steps

1. Go to Lead status and select one of the options suitable to the Navneet Enterprises.

Page 15: Staples CRM module

Lead Status

Open(For new

leads)

Contacted(If you have

made contacts with the

lead)

Customer not

interested(If the client

refuses during the first call)

Qualified(If the lead meets the

set criteria)

Unqualified(If the lead can’t be a qualified

opportunity at this stage)

Page 16: Staples CRM module

Call center assistance

• If the lead owner could not reach the prospect lead on phone, he can assign it to call center. He just have to tick the Need Call Center Assistance option on the leads record stage.

Logging a call• In activity history, there is an option log a call. Once you select

that option, you would get multiple options for assigning the call.

Converting the Lead• Mr. ABC needs to convert the lead so that it becomes a part of his

sales pipeline

Page 17: Staples CRM module

Managing Accounts

Account originates from 3 primary sources:

1. From a converted lead

2. You can manually create an account by selecting account from the create new dropdown in the sidebar area or clicking the new button on the account homepage.

3. You can also import external lists from outlook to create new accounts.

Precautions before making an account• First search whether the account is already existing in the system

or not to avoid duplication.• Use the standard format of account naming• Keep account data up to date and accurate.

Page 18: Staples CRM module

DEVELOPING CONTACTS

Page 19: Staples CRM module

What is a contact?

• Individuals associated with your account that you need to track in salesforce.

• A contact can only be related to one account• A contact can be related to multiple opportunities• For eg. Account-Frankfinn AviationOpportunities- Avnish Singh Shyam Burman

Page 20: Staples CRM module

4 Primary Sources of contacts

From a Converted LeadConverting a lead can create a new account, contact and

opportunity record.2) By Manual CreationBy selecting ACCOUNT from the CREATE NEW drop down in the

side bar area or clicking the NEW BUTTON on the ACCOUNT HOME PAGE

3) You can also import External Lists from outlook to create new accounts.

4) Navigate to the correct account and create the contact in the related list of contacts.

Page 21: Staples CRM module

Creating an account page 47 & 48

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Contact Detail Record

• Layout of an Contact is similar to the layout of a lead or an account.

• Every Contact record has its own set of related lists such as Contacts

Activities Opportunities

The report to field: CHART

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Page num 49

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Request Update

• Salesforce allows you to keep your contact information current and complete

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Some Tips

• AVOID DUPLICATION ALWAYS SEARCH first before adding a contact

• ALWAYS associate contacts to the current account.

• Use the REPORT TO FIELD to CREATE and VIEW ORGANIZATIONAL CHARTS.

• Use REQUEST UPDATE to keep your INFORMATION ACCURATE.

Page 27: Staples CRM module

MANAGING ACTIVITIES

• PAGE NUM 54

Page 28: Staples CRM module

4 TYPES OF ACTIVITIES IN SALES FORCE

SalesForceActivities

Tasks:Time Bound& Transferable

Phone calls:Entry in Activity History

which have been completed

Entry in Open activites for future completion of

tasks.

Emails: sent from salesforce

to log in activity history

Where address is auto populated with

your name

Events: Schedule

meetings that have direction. Events are date

and time sensitive.

Can invite participants to an event.

Page 29: Staples CRM module

Page no 56,57

Page 30: Staples CRM module

TASKS: HOW TO CREATE A TASK

1) Go to OPEN ACTIVITIES related list for an account or opportunity click NEW TASK

2) In the TASK SCREEN for assigning the task set a SUBJECT and a DUE DATE

3) Associating a task with a CONTACT or a LEAD

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58/59

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RECURRING TASKS

• For all those REPEATING TASKS on a regular basis you can create a RECURRING series of tasks.

• You can set REMINDERSEg. : For a weekly meeting agenda To receive a weekly forecast update every Friday.• You can calculate the maximum end date allowed

based on the frequency you select.• The VIEW TASK and VIEW SERIES tabs at the top of

the DETAILS PAGE make editing easy.• It also helps you identify which task are part of the

series.

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61 Page

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TRACKING OPPORTUNITIES

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What is an opportunity?

• It is a SALES DEAL or a POTENTIAL DEAL that you wish to track

• It is always ASSOCIATED with an ACCOUNT and a CONTACT

• You can link opportunities to MARKETING CAMPAIGNS and measure the ROI of your marketing Programs.

• It makes up your SALES PIPELINE.

Page 36: Staples CRM module

Creating an opportunity 64/65

• Just like accounts and contacts, Opportunities can be created by converting a lead or by manual creation.

• Manually create an opportunity:

1) Choosing OPPORTUNITY from the CREATE

DROP DOWN

2) By clicking NEW on the opportunity home page.

Page 37: Staples CRM module

Opportunity Detail Record

• Opportunity details has related list HOVER LINKS at the top and DETAILS FIELDS below.

• When you create a record you become the OWNER OF THE RECORD

• As the owner you can TRANSFER ownership by clicking the CHANGE LINK

• Opportunity record contains : ACTIVITIES, CONTACT ROLES & NOTES AND ATTACHMENTS.

• Opportunity detail record must be updated regularly for an accurate forecast and pipeline.

• NOTE:

CREATE, UPDATE AND CLOSE AN OPPORTUNITY.

Page 38: Staples CRM module

OPPORTUNITIES: BEST PRACTICES & TIPS

1) Keep opportunities record up to date.

2) Update your OPPORTUNITY STATUS to keep track of your pipeline.

3) Leverage Reports to increase VISIBILITY into your sales pipeline.

Page 39: Staples CRM module

REPORTS AND DASHBOARDS

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Reports

• A report is an account or a statement, describing in detail an event, situation usually as a result of observation or inquiry.

• Salesforce allows you to see reports easily from the system.• It allows you to create new custom reports.

Page 41: Staples CRM module

Dashboards

• It is an IMPORTANT TOOL for EXECUTIVES and MANAGERS.

• It keeps you on top of VITAL STATISTICS and helps you to visualize and track.

• It Increases VISIBILITY of your organization’s performance and gives you real time insight into your business.

Page 42: Staples CRM module

FAQ’s

Q1) What is CRM? Customer Relationship Management is an organizational strategy to strengthen relations with

customers and at the same time reducing cost and enhancing productivity and profitability in business with the help of technology.

Q2) What is Salesforce CRM?

It provides a comprehensive SOFTWARE APPLICATION to have a 360 Degree view of all business relationships.

Q3) What is a Sales Cloud?

It’s the Salesforce CRM application hosted in the cloud so that the sales representatives can manage their business relationships, work sales opportunities and track revenue forecast from any desktop, laptop or mobile device.

Page 43: Staples CRM module

Q4) What is the difference between a hunter and a farmer?

. Hunter – The person who brings in the NEW LEADS by cold calling, fixing appointments, etc.

Farmer – The person who further nurtures the existing customers filtered by the hunter.

Q5) What is the role of branch leads?Branch leads have full access and VISIBILITY over farmers and

hunters.

Q6) What is the role of regional heads?Regional heads have full access and visibility over

Branch leads.

Page 44: Staples CRM module

Q7)What is a Task?When you have a lead and you call them , it is a task. Eg: logging a call is a task

Q8) What is an event?Fixing up a meeting is an event.

Q9) What is an opportunity?When you bring in the orders from the client through

meeting or either it is an opportunity.

Page 45: Staples CRM module

Q10) What is Line Of Business?Different product categories like stationery, IT related

Products, Office Furniture, etc are headed by different departmental executives. These departments are Line of Business.

Q11) Why can’t I see the different Reports on my Salesforce dashboard?

You might not have the adequate authority for viewing some reports. For further assistance, contact administrator.