Test 2 Flashcards
Define Sales Force Automation
Sales Force Automation is the application of computers to support sales people and management achieve goals
Sales force Vs. Others
SFA incorporates all other avenues like Relationships, Marketing, Collaboration, Service, Financial, etc. Giving you a larger view of the customers
SalesForce.com
Account management, Contact management, lead management, opportunity management, pipeline management, Proposal management, Territory management, & Reporting.
Account management
Sales information and complete view of all customer interactions.
Contact management
All tools for staying connected and updated with the customer
Lead management
Keeping track of potential customers to turn them paying customers
Opportunity management
Tracking leads as they go from prospect to customers
Pipeline mangement
Helps to minimize lost opportunities and breakdowns in the sales process
Proposal generation
Creates custom proposal
Sales management reporting
Report all figures in regards to the SFA process
Territory Management
Created by managers, can be changed
Benefits of SFA
Accelerated cash flow, better customer relationships, reduced cost-of-sale, Improved salesperson productivity , Shorter sales cycles
Marketing Automation
Using computers to support work-related objectives of marketers and marketing managers
What does Marketing Automation & Customers have in common
Closes the loop, and also learns from customers to improve marketing.
Where is Marketing automation used
Marketing campaigns, Digital and online, Strategic
Benefits of Marketing Automation
Enhanced efficiency, More productivity, effective marketing, accountability
Digital & Online marketing
Online marketing, Content management, SEO
Service Automation Definition
Application of computerized technologies to support service staff and management to reach or exceed work-related objectives
What does Service Auto have to do with Customer Service
Call centers, Contact centers, Help desk, and Field service
Benefits of service automation
Enhance efficiency, Enhance effectiveness, Better service agent productivity
What is customer related database
A database of information about a customer
Structured vs. Unstructured Data
Data that is unstructured is just a bunch of information about a person, and structured is basic information that is formatted into organized sections
Developing customer related database
Define functions, information requirements.
Indentify information sources & Select technology.
Finally Populate and maintain the database.
Data Warehouse
Repository of large amounts of operational, historical and other customer-related data
