(
课件网) Chapter 8 CRM and Sales Force Automation Introduction Learning Objectives Sales Force Automation Objectives of SFA Features of SFA Strategic Advantages of SFA Recap Chapter 8: CRM and Sales Force Automation After going through this chapter, the students will be able to: Understand SFA and its relation to CRM Explain different facilities available in SFA Appreciate Strategic benefits of SFA Understand implementations issues of SFA Learning Objectives IT System - Contact Managers - Integration of personal diaries and Contact Information. The organizations wanted to have a solution which can help them keep track of performance of individual sales persons Solution required to tackle fully dependence on sales. persons to drive their sales and contact information. IT companies started offering a new system known as Sales Force Automation (SFA). Later on Marketing and Service Management got integrated to SFA to give birth to CRM. Introduction With the growing size and complexity of the companies, the management of sales and sales force becomes more difficult, when most of the sales persons operate far away from the direct supervision and contact of their managers. Providing the sales force with the right tools for being in constant connect with the customers has become necessary. There is a need of some tool that can help in the day to day operations and at the same time give insight for planning of future activities Sales Force Automation (SFA) SFA is a tool that can integrate technology with information and internal processes of sales organization to coordinate all sale activities. Sales Force Automation is typically an IT tool that automates the sales tasks such of both sales persons and sales managers by integrating these processes with backend database system. The system provides the platform for effective and efficient sales operation and at the same time provides basis for analysis of data which is used for planning, sales forecasts and strategy formulation. Sales Force Automation (SFA) Coordination of sales processes to make them more efficient and improve customer interaction. It records the information and knowledge of all the stages in the sales activities and generates the knowledge bank which is used by both sales persons and sales managers. SFA has a contact management system which can track all contacts that are collected from customer during interactions, the purpose of the contacts and the schedule of follow up. This knowledge bank is used by the organization for future sales-calls and sales management. Objectives of SFA At the same time, now information is not with employee only, but it becomes the part of organization. This will also avoid the duplication of efforts by the organization. This application also includes a sales lead management system, which has facility of lead qualification, lead assignment and tracking. SFA also includes facilities for Territory Managemen ... ...
