Think of your CRM Users like a Football Team’s Offense

Original writer, and full story: // Think of your CRM Users like a Football Team’s Offense

What is the most popular sport in America? Football. What do many people talk about on Monday’s in the office? Football. But what they may not know, is that using a Customer Relationship Management (CRM) software is a lot like a football offense. In both cases, all users or players must be on the same page with the same goal. They all need to be working in the same system, with updated information. There are many others, so let’s take a closer look at the parallels between the two.

Power users are like the Quarterbacks. Quarterbacks are in change and knowledgeable about everyone on the field. They can change plays, adjust player’s positions on the field, and read a defense to make the proper play. They lead the team in a manner that is professional and conducive to winning. Consider a power user in that same way; they are often across the software in many areas and were involved in the CRM decision, implementation, or updates at some point. They often help other employees as they know a lot about the software.

Specialty users are like skill players. Skill players have specific, defined roles where they excel and are expected to perform at a high level. There are no excuses for not being good at their role and plan all week to play hard. A WR needs to know all the routes and be on the same page as his QB. A RB needs to know if a pass play calls for him to block and run a route. They all need to do their own roles and come together to achieve perfection. Likewise, a company will have CRM users for different parts of the CRM. A Marketing Manager will be involved in the email campaigns and lead tracking, whereas a Sales Manager will spend more time tracking pipelines, sales numbers, and managing the sales representatives. Separate with some crossover, but need to be experts in their area and work together to make the company succeed.

View only or light users are like coaches. Coaches are not on the field so they do not impact the game like a player can, but their play calling, schemes, designs, etc. can be the difference between a win and a loss. They call the shots from the sidelines or in the press box with the goal of using what they see to get the best outcome. View only and light users do a lot of the same things. They see the data and use it to maximize company output. They do not impact performance like a power user could, but they have an important role to play nonetheless. Whether they are on-site or not, they have a presence that is important.

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Original writer, and full story: // Think of your CRM Users like a Football Team’s Offense

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5 Ways to Close More Deals With CRM Software

Original writer, and full story: // 5 Ways to Close More Deals With CRM Software

Investment in CRM-related technology continues to increase as top-performers use CRM software to increase revenue, loyalty and profits. Check out this blog post to see how you can close more deals using CRM software.
The post 5 Ways to Close More Deals With CRM Software appeared first on CRM Blog: Articles, Tips and Strategies by SuperOffice.

Original writer, and full story: // 5 Ways to Close More Deals With CRM Software

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Handling Incidents and Defects with OnContact CRM

Original writer, and full story: // Handling Incidents and Defects with OnContact CRM

When challenges for your customer service team arise (incidents, products defects, etc.), your team needs to be ready and equipped to handle them. With OnContact CRM, you’ll have no reasons to panic, and your team will be ready for just about anything that comes their way. Let’s take a look on a more granular level at the various features included in our all-in-one customer relationship management tool related to incident management and defect tracking.

Incident Tracking

Incident tracking is crucial to having a successful customer service department. Your team needs to know the cases that are currently opened or unresolved, any related cases that might prove useful to existing scenarios, a complete history of every incident, and the ability to categorize incidents as specifically as possible. OnContact’s customer relationship management solution makes that all possible. With all of these resources and tools available, your customer service team will be productive like never before.

Incident Escalation

Don’t let existing incidents go unresolved, or lose track of priority levels. With incident escalation, your customer service reps will never have to worry about being overloaded with too many cases or resolutions to handle. Administrators and managers need only configure their customer relationship management solution to ensure that cases are escalated to reps that have the time and capabilities necessary to resolve the issue. In addition, managers are able to reassign incidents and mark different levels of priority to ensure the case is being handled promptly and by the right person. Once escalated, managers and administrators will be able to see and analyze all of the historical data within OnContact’s customer service reports and dashboards.

Customer Service Reports

What’s the point in collecting and storing historical data without being able to go back in and look at detailed reports and analytics? With OnContact CRM’s interactive reports and dashboards, managers and administrators will have all of the tools and information they could ever ask for.

Dashboards are available for managers and administrators looking to analyze and get a bird-eye view of any outstanding incidents, track team performance, analyze trends in customer resolutions or product defects, escalate incidents, rearrange rep workloads, and so much more.

Reports are available for managers and administrators to drill down into details and share that information with others. Reports within OnContact can be customized to ensure only the data that’s necessary is included; once customized, reports can then be exported and shared.

Defect Tracking

Don’t let product model defects stump your customer service team and leave them unable to handle the situation. With OnContact’s defect tracking and escalation functionality, your team will be equipped with any and all resources needed to ensure that the situation is handled with care, recorded precisely, and resolved in an organized, efficient way that leaves the customer and the customer service rep satisfied. Specifically, your customer service team will be equipped with comprehensive categorization options, able to add notes and attachments to records, and escalate cases as necessary.

Below are many of the criteria that can be used to classify bugs and incidents:

  • Type
  • Priority level
  • Status
  • Part
  • Version
  • Product

With all of these information categorized, your reps (and their administrators) will always have historical data to rely on in case they need to go back and look at past records.

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Original writer, and full story: // Handling Incidents and Defects with OnContact CRM

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Why Your Call Center Needs OnContact CRM Software

Original writer, and full story: // Why Your Call Center Needs OnContact CRM Software

In order for a call center to be truly effective, it needs a lot of organizational measures in place. Calls need to be handled efficiently and fully, records need to be kept accurately, resources need to be deployed quickly, call center representatives need to stay busy and held accountable, etc. To accomplish all of this, why not rely on one comprehensive, centralized software solution? That’s where OnContact CRM by WorkWise comes in. Let’s take a look at some of the reasons why your call center can’t afford to miss out on all of the solutions this software package has to offer.

We integrate with CTI switches

If you run a call center, you probably also need to rely on CTI switches for incoming calls and hands-free communication. Well, you’re in luck! OnContact integrates seamlessly with a plethora of the most popular CTI switches. Click-to-call and click-to-answer functionality is crucial in high-functioning call centers, as it increases the likelihood for resolving customer issues on the first contact. With CTI integration, we’re putting innovation at the forefront of your contact center to improve customer service.

Computer-integrated screen pops

Keeping with the trend of technology and software innovation, we’d like to introduce you to another helpful tool included in our contact center solution: alerts and screen pops. When working in a call center, the last thing you need to worry about is missing an alert because you have to scroll through a multitude of screens and dashboards. OnContact’s offering gives you the ability to have integrated screen pops appear on your computer, so you don’t have to waste time sorting through screens. The alert is right there in front of you, saving time and giving your call center representatives peace of mind.

Additionally, you’re able to make immediate changes to any call scripts that your representatives rely on while handling calls. With real-time updates and changes, you’ll always be equipped with the most up-to-date information and resources available to you.

Intelligent call scripting

Call scripting needs to go beyond simple text boxes. That’s why our call center software provides HTML capabilities as well, including images, links, and more. Call agents can also save notes and other reminders via the customer relationship management application while handling calls.

Customization

Just like the rest of the OnContact CRM software solution, contact center is totally customizable to fit your business’s unique needs and demands. Our experts will work with you to ensure that the product is working the way your business requires it to. We do this because we believe that software products should always work FOR the customer, and not the other way around.

It’s included with our CRM

You can’t have a quality contact center software package unless it’s 100% integrated with your customer relationship management solution. Fortunately, our call center package is included with the price of OnContact CRM. No upcharges, no additional fees. You’ll be able to access all of your customer financial and historical information directly within the contact center application, without having to search through numerous screens and software solutions. And since it’s integrated with OnContact, you don’t have to go through numerous support service teams. We’ll take care of it all for you, from call center to marketing automation and more.

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Original writer, and full story: // Why Your Call Center Needs OnContact CRM Software

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End Procrastination With These 7 Great Motivators

Original writer, and full story: // End Procrastination With These 7 Great Motivators

We’ve all been there. There’s a major project coming up, yet we can’t seem to muster the motivation to work on it. Whether it’s simply laziness, stress, exhaustion, anxiety, a gloomy day, or anything in between, there are ways in which you can overcome that procrastination bug and get back to working hard and generating positive workplace results. Let’s take a look at a few great motivators to get you out of that slump and back on track.

1.) Create deadlines for yourself

Setting goals is pointless unless you’re actually creating deadlines and parameters for when things need to be done. If you lack motivation, the one thing that’s going to make you actually accomplish tasks is a time parameter. By setting a quota or a deadline, you’re telling yourself that something must be done by a certain date and time. Adding some accountability for if you don’t meet the deadline adds even more motivation.

2.) Make to-do lists that are actually doable

To-do lists are great. They remind you of what needs to be focused on for the day or week, and can help you stay on track for accomplishing tasks and goals. However, you need to ensure that your list-making has a purpose and is actually accomplishable. Lists should be concrete, specific, and capable of being done. To get started, make the first item on your list something that’s the most-doable out of everything you need to get done. Crossing off that first item on your list will give you the added motivation to continue on.

3.) Identify your procrastination

The hardest part about doing a challenging task is getting started. To help overcome this initial barrier, you need to be able to understand what it is that you need to overcome. This can take the shape of many different things, including:

  • Lack of value
  • Your own personality
  • Distractions
  • Your own expectations
  • Fear of failure

Once you’ve identified the reason for why you’re procrastinating, then you can seek out solutions that are specific to your unique barrier.

4.) If possible, listen to music

Being lazy or procrastinating something tends to do with not being in the proper mindset. You might be tired, uninspired, or simply not in the mood. To change your mind set a little bit, consider listening to some music. Whether it’s motivational or calming or therapeutic (which will vary based on your unique interests), music can inspire you to become more productive at work.

5.) Reward yourself

For some people, it’s rewards that get them motivated and inspired to do their job productively. These are usually self-rewards that you yourself create. For example, you may decide to create a reward system for yourself when you complete a major project early. Once the project is completed, you treat yourself to a coffee or extra treat.

6.) Be held accountable

Whether it’s holding yourself accountable, having someone else keep a watchful eye on your progress through a customer relationship management (CRM) tool or another solution, or a combination of the two, accountability is a huge indicator of whether you’re going to be productive or not. When you’re not held accountable for your actions at work, you may lose that extra motivation to meet deadlines or accomplishing tasks. Instead, you may find yourself doing less and losing passion in your work.

7.) Talk to passionate coworkers

Looking to get inspired? There’s no better place to look than to the people around you that are motivated and passionate and dedicated to their work. If you’re lacking motivation, speaking to these passionate workers can lift your spirits and remind you why you love what you do.

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Original writer, and full story: // End Procrastination With These 7 Great Motivators

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Omni-Channel Customer Service Best Practices

Original writer, and full story: // Omni-Channel Customer Service Best Practices

Omni-channel customer service integrates text, social, email and instant messaging to provide a unified brand experience, yet many companies fail to deliver on this strategy. Read these 7 best practice tips if you want to provide a successful omni-channel experience.
The post Omni-Channel Customer Service Best Practices appeared first on CRM Blog: Articles, Tips and Strategies by SuperOffice.

Original writer, and full story: // Omni-Channel Customer Service Best Practices

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8 Reasons Why Sales Training Sometimes Fails

Original writer, and full story: // 8 Reasons Why Sales Training Sometimes Fails

It’s a common understanding that investing in training for individuals on a sales team is a sound investment that will increase productivity and profits. Unfortunately, a lot of that training is wasted by focusing on the wrong areas. Whether you’re looking to revise your sales training processes or just get a few ideas, let’s take a look at several of the reasons why sales training sometimes fails.

1.) Valuing drive over technique and process

Don’t get us wrong, motivation is great and has an important place in sales. However, you have to establish technique and process in order to be truly successful. Harness the power of motivation once the sales process and adequate methodology has been established and perfected. Otherwise, you’ll have passionate, motivated sales reps chasing after the wrong sale.

2.) No reinforcement

Without systematic, ongoing continuation of learning and a reinforcement of what’s been taught, people usually end up forgetting what they’ve already learned. For this reason, reinforcement within sales training is crucial to its success. Don’t set up day-long sales training initiatives. Instead, break them out over a series of weeks or months, and keep them relatively short. That way, sales reps are more likely to stay focused and actually retain what they’re learning.

3.) Over-focusing on technology

Customer relationship management (CRM) software is a solution that we obviously highly recommend businesses utilize to enhance their sales capabilities. With that said, salespeople need to still have the skills necessary to successfully sell. Obviously train your employees on how to best utilize CRM, but don’t limit your training to technology.

4.) Aloof sales management

We’ve written extensively about the need for a highly-effective sales manager, and that’s no different when it comes to sales training. Management needs to be actively-involved in the training process, and should be well-versed in sales coaching and training.

5.) Inadequate training content

Sales training that worked 10 years ago probably isn’t going to be as effective today. While there’s a lot of tried and true methods that haven’t changed much, there’s a lot that has, especially as buyer’s motivations have altered over time. In addition, younger sales reps such as Millennials aren’t interested in sitting around all day. They’ll likely want to have training on their own terms, and in ways that are easily accessible to them (mobile, video, etc.).

6.) Failure to address individuals’ attributes

One of the biggest mistakes a sales manager can make is assuming that everyone on the sales team is “equal” in terms of their talents, skill sets, and attributes. While in general it can be assumed that sales reps have a lot of the same attributes, this isn’t always the case. Some reps may be better suited for different types of selling, so it’s important during training to develop these specialities.

7.) Misunderstood sales process/methodology

As we’ve discussed previously, the sales process and methodology of a business must be understood by everyone involved in sales (and marketing as well). Without it, there’s really no point in trying to train your reps, as they won’t be able to see where mistakes are being made or where opportunities may be hidden. Bring everyone into the process immediately, and ensure that nobody’s left out of the big picture.

8.) Lack of measurement

Along with reinforcement, sales training needs have some form of measurement. Whether you’re measuring the productivity of reps through CRM or another tool, it’s imperative that you know who’s learning and growing and who continues to struggle.

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Openbravo and frePPLe join forces to deliver advanced planning capabilities for specialty retailers

Original writer, and full story: // Openbravo and frePPLe join forces to deliver advanced planning capabilities for specialty retailers

Barcelona (Spain) and Zaventem (Belgium), November 10th, 2016
Openbravo and frePPLe today announced a strategic partnership to help retailers optimize the execution of their retail operations with advanced planning capabilities. The effective integration of Openbravo and frePPLe solutions will generate new and exciting business opportunities for both companies.
“We are confident this partnership will bring us many opportunities and create a lot of value to Openbravo customers. A successful integration between execution and planning is a big driver for value creation. Our shared open source roots make Openbravo the perfect partner for us.” says Johan De Taeye, founder and CEO of frePPLe.
“We are convinced that this strategic partnership will allow us to deliver solutions which effectively tackle real planning challenges that companies face every day in today’s volatile and demanding markets.” says Hicham Lahlou, managing partner at frePPLe.
“The partnership with frePPLe is strategic for us.” says Maarten Tromp, Director of Product Management at Openbravo. “FrePPLe’s planning capabilities represent an important addition to our product offering for retailers in the areas of sales forecasting, inventory management and replenishment, and one that is fully in line with Openbravo’s philosophy of great functionality delivered through a simple user-interface. We look forward to going to market jointly and have no doubts of a rapid and vast acceptance.” .
To celebrate this strategic partnership, Openbravo and frePPLe will conduct two webinars in December related to the topic of Forecasting and Planning for Retailers:
 

December 1st: “Demand Forecasting and Inventory Planning in Omnichannel Retail: Ready for the Challenge?”. Register here: English / Spanish.
December 15th:”Hands-on Demo for Omnichannel Retailers: Demand Forecasting and Inventory Planning with Openbravo and frePPLe”. Register here: English / Spanish.

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Original writer, and full story: // Openbravo and frePPLe join forces to deliver advanced planning capabilities for specialty retailers

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M&B Footwear prefers Openbravo Commerce Suite to improve operations of its retail outlets and gain greater visibility across its vast distribution network

Original writer, and full story: // M&B Footwear prefers Openbravo Commerce Suite to improve operations of its retail outlets and gain greater visibility across its vast distribution network

Barcelona (Spain) and Delhi (India), June 9th, 2016
M&B Footwear has selected the Openbravo Commerce Suite for its upcoming Lee Cooper Shoes EBO (Exclusive Brand Outlet) Stores to gain greater visibility across its vast distribution network spread across India comprising of more than 80 distributors. The company, the only one in India which has a portfolio of several national and international Footwear brands including, amongst others, the worldwide leader Lee Cooper, needed a new system to replace its current legacy store solution that would help the business to support future growth plans and position it better to efficiently address today’s footwear industry challenges.
The new solution will make it possible to significantly reduce the IT investment on each store and the preparation time for new openings as well as seamless integration of the online channel, so supporting the company’s omnichannel strategy and future expansion plans more efficiently. Thanks to its unique architecture, M&B Footwear will also gain real-time centralized inventory visibility across locations while also achieving greater business agility for the faster introduction of new brands, styles, collections, prices and promotions, that can be made available transparently and rapidly on each store and terminal, so allowing the company to keep up with fast changing consumer tastes and footwear fashion trends.
M&B Footwear distributors will also gain access to a modern solution that will allow them to increase the efficiency of their overall retail operations, and seamlessly integrate with M&B Footwear, so helping to boost the overall distribution network performance through improved operational coordination and greater end-to-end visibility.
Detailed daily sales information will be available at headquarters level within hours of closing the last retail outlet thanks to a centralized system that will provide greater insights into inventory and sales performance across different distribution channels and the whole business portfolio. And thanks to being a very easy to integrate solution, it opens the door to future integration with the corporate SAP system for real time control and monitoring of the business from the headquarters and the option to easily reconcile information at any time with the information provided by SAP.
Lastly, M&B Footwear also particularly valued the fact that Openbravo provides a fully responsive web and mobile point of sale, which opens up new possibilities to provide improved shopping experiences to employees and customers in the future and guarantees full IT freedom to select the mobile devices of their choice.
According to Shishir Kumar, M&B Footwear’s Head of IT, “After a thorough analysis of the existing alternatives on the market, we chose the Openbravo Commerce Suite thanks to its light architecture that simplifies deployment and maintenance of our retail outlets, the possibility to use mobile POS enabling us to provide an enhanced in-store shopping experience as well as centralized real-time inventory visibility across locations and Openbravo’s superior capacity to seamlessly integrate with existing systems. These capacities will allow us to ensure our store opening plan, deliver new services and a more specialized in-store assisted sale as well as support our omnichannel strategy through easier integration with our online channel and adopt a new solution for our distributors that will provide us with greater visibility across our vast country-wide distribution network. And all this whilst being well aligned with our budget.”
Exceloid, a specialized consulting firm offering Technical Consulting, Web Application Development and Mobile App Development, Digital Signage and Infrastructure Services, will be Openbravo’s Official Partner in charge of the project implementation.
 
About M&B Footwear
M&B Footwear is one of the fastest growing companies in the Shoe business of India. Within a short span of just over a decade, M&B Footwear has grown multifold, and is probably the only company in India which has a portfolio of several national and international brands.
The company is spearheaded by Bhai Ajinder Singh, who holds an MBA from North Eastern University, Boston (USA), with specialization in Marketing & Finance and Inder Dev S. Musafir, a footwear technologist from South Fields College, Leicester (U.K).
The vertically integrated structure of M&B provides the support and strength to face the toughest market competition. Each department in the vertical format of M&B is a growth engine in itself, and its uniqueness lies in its structure.

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Original writer, and full story: // M&B Footwear prefers Openbravo Commerce Suite to improve operations of its retail outlets and gain greater visibility across its vast distribution network

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21 Science-based Selling Techniques (to Help you Double Sales)

Original writer, and full story: // 21 Science-based Selling Techniques (to Help you Double Sales)

Science-based selling is a proven sales technique that takes social psychology and neuroscience and combines it with sales best practices to help you convert more leads and close more deals.
The post 21 Science-based Selling Techniques (to Help you Double Sales) appeared first on CRM Blog: Articles, Tips and Strategies by SuperOffice.

Original writer, and full story: // 21 Science-based Selling Techniques (to Help you Double Sales)

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