Sales Process on CRM: Sales Process Management Solution
CRM is the software that many companies choose and use to optimize their sales process. However, most CRMs today have different outstanding features that few businesses take full advantage of. Therefore, the sales process on CRM was born with the aim of helping businesses optimize internal processes and operational processes of CRM.
So what is the sales process on CRM and how many steps are involved? How to effectively manage the sales process in CRM? Let’s dig deeper with SimERP in this article.
What is the sales process on CRM?
Sales process on CRM is the process of using CRM to optimize the inherent sales process of the business. From there, businesses will have a better overview of the customer’s buying journey, psychology and shopping habits.
In addition, with the collected information, business leaders can analyze and make appropriate forecasts and strategies for their sales teams.
Importance of Sales Process in CRM
The sales process helps you determine what stage the customer is currently in the buying process. Thereby, businesses will decide the next steps to take to convert from potential customers to end customers. Processes help you track and manage customer activities, sales staff performance based on their lead conversion rates. Each business has different business models and goals, so building a sales process on CRM is different. Therefore, businesses will have to build a sales process on CRM and choose the right software for them.
Benefits of using CRM to manage the sales process
Improve the sales process
Businesses build a sales process based on the customer’s buying stage. From there, you will identify the right activities in each stage to turn potential customers into real customers. In addition, businesses also know the stages when potential customers hesitate or stop contacting, thereby offering reasonable solutions.
Financial management and forecasting
When using CRM software, businesses will track the total transaction value in the sales process, the number of customers, the conversion rate. Thereby, you can calculate and forecast future revenue.
Sales strategy analysis
You can identify the problem in each stage of the sale. From there know the errors and develop appropriate solutions to handle those problems.
Effective sales management
When building a sales process with CRM, businesses will have an overview of customers’ buying habits and processes. From there, analyze and make important decisions related to products, approaches and convincing customers.
Evaluate employee performance
Businesses can track employee performance, employee activities to convince customers, revenue and conversion rates. Thereby, assessing the work performance and capacity of employees.
Allocate human resources
Based on the employee’s capacity, experience and skills, after the assessment, the business will determine who handles the sales transactions. This ensures businesses use resources more efficiently, jobs go better.
7 steps to manage the sales process on a standard CRM
Step 1: Reach your target customers
Through advertising, communication and marketing and sales activities, target customers with needs will know the business. Usually, the company will adjust the content conveyed on the website, media, advertising or sales scripts suitable for the audience to reach target customers effectively. Then, they will find out, leave contact information through the website, respond to the sales team, or contact the company directly.
Step 2: Contact the customer
Businesses will try to contact and respond to customers to find out their needs. In this stage, the business will know the suggestions and wishes of the target customer. From there, come up with a solution and a more in-depth approach.
Step 3: Assess potential customers
This is an important step in any sales process. After discussing solutions and product information, customers will express their views and attitudes about whether they want to use products and services of your business or not. Thereby, sales staff will evaluate and identify potential customers and convince them to have a product demo and have a deeper discussion about that product.
Step 4: Product Demo
After the conversation and exchange with the potential customer, if the customer is convinced by the product or service feature, the business needs to schedule a demo session with them. Sales staff will present about how it works, details and product advantages.
Step 5: Negotiate with customers
If the customer is convinced and wants to buy your product, the sales staff will negotiate with the customer about the price, included services, terms, payment methods and a few other terms to ensure compliance. meet the needs of both customers and businesses. After completing this step, the business will come to the next step which is closing the order and validating the contract.
Step 6: Close the order
The contract will fully and specifically specify the terms, including price, payment methods, accompanying services, delivered products, dispute resolution methods, insurance,…. After signing the contract, the enterprise will prepare to deliver the product and perform the service as committed.
Step 7: Take care of customers after buying
This is the final step of the sales process on CRM. Taking care of customers and nurturing relationships with them is important to every business. According to research by HubSpot, a 5% increase in customer retention can increase a business’ profits by 25% to 95%. It will be easier to convince old customers to use your products and services than new customers because they have understood and experienced those products and services.
SimERP’s CRM Sales Process
First, the business builds and adapts the steps in the CRM to the normal sales process. Steps will include customer approach, customer contact, customer appraisal, product demo, negotiation, closing and customer care.
Access and store customer information
Marketing staff will conduct strategies to reach many target customers. SimERP offers marketing tools such as email marketing, helping businesses to market on many different channels. In addition, users can manage marketing projects through the project management feature. After customers contact and leave information, businesses will store customer information such as Name (Organization/Contact), opportunity (Price, product), email, phone. Users can even set expected revenue goals for each audience.
Contact with customers
After customers leave information or contact the business, the next thing the business will do is contact them to answer and clarify the needs they want. Here, users can save a few notes, additional information and priority for guests. Priority is evaluated based on guest quality and customer requirements.
Evaluate and confirm leads
After contacting the customer, the business will assess whether this is a lead or not by selecting as a lead confirmation. During this phase, businesses will create and send quotes to guests. If the customer agrees, the company will arrange another meeting to discuss more and demo the product.
Set up meetings and product demos
Sales staff will set up product demo activities to discuss more deeply with customers, share more details about products, services and prices. After product demo, customer information will be moved to the next step higher than negotiating with customers.
Negotiate with customers
In this step, sales staff will negotiate and offer prices and services that both parties can accept. If successful, the user chooses to mark it as successful.
However, if the customer has been persuaded but failed, the business will mark the failure and give the reason. If successful, the business will take the customer’s information to the final step of closing the order.
Closing the application and signing the contract
In this step, the business will finalize the price, service, product and related terms to sign the contract. Businesses will set up operations including invoicing or creating and sending contracts. Finally, the company will hand over products and perform services to customers.
After-purchase customer care
After completing orders and handing over products and services, businesses will need to perform customer care activities such as answering customer requests, answering questions, providing warranty. Users create additional necessary activities built by customer name and check them regularly.
In addition, businesses can create customer care email templates such as sending cards, gifts, discount codes, … with email marketing features. Businesses can track metrics like open rates, link clicks, replies, or bounced emails. From there, evaluate the quality of each email marketing campaign.
In the CRM feature, users make statistics and report customer care activities by each person.
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