CRM Flashcards
MAKES THE SALES PROCESS SIMPLER, ACCOUNT ACTIONS PRIORITIZING ABOUT
Account
a record representing an individual or organization that your company does business with or plans to do business with. Also known as a customer or client.
Case
customer’s question, feedback or issue that needs to be resolved by the organization. cases are used to track and manage customer problems and requests, ensuring they are addressed according to the service levels agreed upon
Chatter
salesforce enterprise social networking platform, enabling collaboration and communication within the organization. Users could share information and discuss work in real time, directly linked to specific salesforce records like cases or accounts
contact
an individual person associated with an account. can be linked to multiple accounts.
CRM
customer relationship management, the practice of managing interactions with current and potential customers
Dashboard
a visual display of key metrics and performance indicators, typically in charts, graphs or tables. It provides real-time insights into business performance
Field
A placeholder for data stored with a salesforce record. Fields capture information such as names\address\dates\customer data specific to an organization’s need.
Golden record
the most complete, accurate, and comprehensive versions of a customer’s data compiled from various sources within the organization. Used in data management to provide a single source of truth about customers.
Golden slots
in salesforce filed service, it is a feature used ins scheduling and optimizing service appointments. The most optimal time slots for scheduling service appointments, considering various operational factors and constraints.
Knowledge article
Documents that provide detailed information useful in resolving case. *FAQs, troubleshooting guides, how-to articles, and other content that help service agents answer questions and more consistent customer service
Knowledge Base
A centralized repository within salesforce where knowledge articles are stored. Users can search for and access articles that provide solutions to common problems, facilitating faster and more consistent customer service
Milestones
specific, time/dependent goals set within service contracts to ensure certain tasks are completed with predetermined time frames. Used to measure and ensure adherence to the terms of service level agreements.
Service Appointment
A scheduled meeting or visit where a specific service task is performed. Typically associated with a work under and can be used to manage when and where field service activities are carried out.
Work Order
track specific service and repair processes. It is linked to an account or contact and outlines the tasks to be completed, the resources assigned and status of the job.
Salesforce
a cloud-based customer relationship management platform that helps business manage their sales, marketing and customer service activities.
Workflow
A series of automated actions triggered by predefined criteria. It streamline business processes by automating routine tasks and notifications based on specific rules
Lead
A person or organization that has shown interest in a product or service but has not yet become a customer. Leads are typically captured through marketing efforts and sales prospecting
Opportunity
A potential sales deal or revenue-generating event. Opportunities track potential sales from creation to closure and are associated with an account and contacts.
Pipeline
A visual representation of the stages that opportunities move through as they progress towards closure.The pipeline helps sales teams track and manage their sales process.
Products and price books
Products: goods or services offered by company. Prices books define the prices for products and services, including standard prices, discounts, and special pricing agreements. Sales representatives can add products from price books to opportunities and generate quotes for customers
Quote
Formal proposals or estimates provided to customers outlining the products, services, and pricing associated with a potential sale. Usually generated from opportunities an can be customized to meet customer’s specific needs
Report
A detailed analysis of data captured in salesforce. Users can summarize and visualize data to gain insights into sales, marketing, and customer service activities.
Sales forecasting
Predict future sales performance based on historical data, current trends, pipeline opportunities. Salesforce provides tools and functionality for sales managers to forecast sales revenue, track performance against targets, and make informed business decisions.
Sales processes
Defines series of steps and actions that sales representatives follow to move opportunities through sales stages and close deals. Sales processes may vary depends on the complexity of sales cycle and specific requirements and specific requirements of business
Sales stages
Different phases of sales cycle, from initial contact with a prospect to closing the deal. Each opportunity progresses through a series of predefined stages, such as Qualification, Needs Analysis, Proposal\Quote, Negotiation, Close\won or Close\lost.
service automation
application of computerized tech to support service staff and management in work objectives
service automation core functionalities
case management, activity management, account management, agent management
customer service
before, during , after purchase
customer service cnetre automation deply at..
contact centre
-Contact centre (Multiple channels, customer engagement centre),
-Help desks (assistance offered to IT users)
-Field service: operations involves technologies, such as job management, scheduling, mapping, spare parts management
salesforce core functionalities
account manageemnt, activity management, contract management, pipeline management
external factors making sales more challenging
-supply chain issues and impact on deliveries
-inflation affecting budget
-shifting regulations mandating adjustments at all levels
-political instability (market uncertainty)
sales force automation system
makes sale process simpler, incorporating data, manage contacts, track deals, get predictions and recommendations
benefits of salesforce automation system
-more granular prioritization (prioritizing account actions and assign them to the right rep for the job)
-automated workflow, reduced admin
-detailed overview of customer history
-improved forecasting, analytics and reports
3 sales improvmental management
-talent management
-feedback loops
-tracking and forecasting
Benefits( increases TR, sales forecast, productivity per staff, customer satisfaction)
market automation
application of computerized technology to support marketers and marketing management in the achievement of their work-related objectives
solving these challenges:
-insufficient lead generation
-sales and marketing dont work efficiently
-obstacles to work with other systems
-not enough relevant information to make informed decisions
Marketing current business environment
top priorities challenges:
-improve use of tools and technology (ineffective use of tools and tech)
-experiment with new marketing strategies and tactics (resistance to new marketing strategies/tactics)
-modernizing tools and tech (measure marketing ROI, attribution)
-building/retaining trust with customers
-balancing personalization with customer comfort levels
-improving collaboration
Innovative channels and tactics redefine customer engagement
Personalization versus privacy conflicts
Cookieless future
Unite team with Collaboration Technology
Marketers lead with Values
measures for sales
-quota
-new accounts
-num of deals done
-renewals and customer retension
-upsell
measures for marketing
-pipeline
-lead quantity
-lead quality
-brand awareness
new approach for sales and market alignment
-holistic view of customer and AI-BASED SEGMENTATION
-from multiple system to integrated system and single source of data that leverages machine learning
-from manual process of customer experience to data driven and automated content personalization
-from broken customer process to seamless interactions across the customer journey
Closed Loop Marketing
(sales and marketing go hand in hand, market analysis relies on data to improve ROI)
Define campaign objectives
execute marketing campaign
track linked transactions
evaluate campaign effectiveness
learn and redefine campaign and approaches
Benefits of Market automation
-market efficiency
-market productivity
-effective marketing (closed loop marketing)
-improved accountability, responsiveness, marketing intelligence, customer experience, customer engagement
Customer Engagement Journey
Generate demand (strategic campaign, track clicks and search history)
Social awareness(monitor online reputation and engagement, collect and interpret data on visitors)
Informed decision( personalized retargeting ads and offers)
Enhanced customer experience (omnichanel experiences and engagement)
Modernized operation(send automated alerts, live assistants, welcome kit to promote upsell and social sharing)
Intelligent customer service (personalized interactions with live assistants)
Brand loyalty (incentives to build loyalty ,surveys to encourage brand advocacy and feedback)
Upsell or cross sell (recommend next best sell)
Repeat business (automated churn prediction and win-back engagement)
How is Generative AI used in marketing
-social listening data (read comments)
-content generation (email subject lines)
-automation (scheduling posts)
-audience segmentation and personalization of omnichannel business strategies
-data analytics for consumer insights
-predictive analytic
Generative AI for employees (marketeer)
-generate narratives
-decks and reports
-marketing insights for data driven analytics
-execution: email marketing, content creation
