1. Selling CRM The “FRONT OFFICE”

2. What’s in the Front Office?
Sales Force
Automation
Commissions
Marketing
Customer
Support
Web Site
Intranet
Publishing
Self- Service
Web Store
Financials
Order
Fulfillment
Time
Tracking
Inventory
Purchasing
Quotes
& Orders
Budgeting

3. Value Propositions – Sales Force Automation
Business Pain
NetSuite Solution
NetSuite Value Proposition
Time Spent Gathering and Assigning Leads
No Visibility into Sourcing Leads
Time Spent Logging Calls From Prospects
Rule Based Assignments Automate the Sales Process
Demand Generation Allows for Sourcing of Leads
Online Forms Allow Customers to Enter their Information
…Automates the Sales Process Reducing Time Spent Gathering Leads
…Provides Visibility to the Sourcing of All Leads
…Reduces Time Spent Logging Calls by Enabling Online Forms
No Visibility into SalesPerson Workload increasing sales cycle
Leads Assigned to the Wrong Person Resulting in Lost Sales
Dashboard Allows for a View into a Sales Persons Workload
Rule Based Assignments Automate the Lead Assignment Process
…Provides Full Visibility Over Sales Persons Workload
…Reduces Lost Sales by Automating the Leads Assignment Process
Lost Revenue due to Poor Forecasting
No Methodology Resulting in Lost Revenue
No visibility into Inventory
Dashboard Allows for Forecasting
Workflow pushes Sales Through the Process
Dashboard Allows for Inventory Monitoring
…Increases Revenue by Providing Visibility over Forecasting
…Increases Revenue by Pushing Sales through the Process
…Provides full Visibility into Inventory
Lack of Visibility into Sales Effectiveness
Time Spent Tracking Customer Activity from Multiple Systems
Dashboard Allows for Sales Effectiveness
Customer Centric Application Allows for Tracking of Customer
…Provides Full Visibility for Sale Effectiveness
…Reduces Time Spent Tracking Information from Multiple Systems

4. Discovery Questions for SFA
Tell me about the sales process?
How do you capture inbound leads?
How is your sales team organized?
What is the length of your sales cycle?
How do your sales people access information?
How do they forecast?
How long does it take you to roll up your forecasts?
How do they enter an order?

5. Discovery Questions for SFA
How does the order flow through the rest of the organization?
How do they generate quotations or estimates?
Do you have access to real time information?
Once the sales transaction is finalized what happens next?
How accurate is your reporting?
How does your company track commissions?
If your data entry is streamlined and redundancies eliminated, what impact would that have on your sales cycle (or order time to invoice ..etc.)
Would accessing your customer information and transaction history remotely help your sales people while….etc.

6. Value Propositions – Marketing
Business Pain
NetSuite Solution
NetSuite Value Proposition
No Visibility to Track Customer Responses
Revenue Lost Due to Poor Follow-Up
No Visibility into Campaign ROI
Click-Through Allows for Customer Tracking
Workflow Enables Campaign Follow-Up
Campaign Effectiveness Tracked through ROI
…Increases Visibility into Customer Responses with Click Through Capabilities
…Increases Revenue by Enabling Follow Up of Campaigns
…Increases Visibility of Campaign Effectiveness by Tracking ROI
Lost Customers from Inability to Order Using Promotional Codes over the Web
Lost Leads Due to No Campaign Routing Capabilities
Promotional Codes on Web Orders
Campaigns Direct Users to a WebSite or Form
…Increases Revenue by Enabling Promotional Codes
…Increases Leads Through Campaigns By Directing Customers to WebSites or Forms

7. Value Propositions – Marketing
Business Pain
NetSuite Solution
NetSuite Value Proposition
Time Spent Importing Leads
Time Spent Selecting Customer Information
Unable to Comply with the Legalities of Spamming Laws or Do Not Call Lists
Money Spent on External Agencies Generating Campaigns
Leads Generated from WebSite
Filtering Allows for Selection Criteria
“Unsubscribe” Capabilities Comply with Legal and Regulatory Authorities
Templates Allow for Campaigns
…Reduces Time By Enabling Lead Generation over the Web
…Reduces Time Selecting Customers by Filtering Based Upon Selection Criteria
…Complies with Legal and Regulatory Authorities with “Unsubscribe” Capabilities
…Reduces Money Spent on External Agencies with Campaign Templates

8. Discovery Questions for Marketing
How do you generate your leads?
Web
Outbound Telemarketing
Inbound Telemarketing
Marketing Promotions/Campaigns
Tradeshows
Advertising
Other
What tools do you use to run some of your campaigns?
How do you select the target audience for a campaign or newsletter?
How do you track the quality of leads and campaigns?

9. Discovery Questions for Marketing
Do you have a need to capture leads from your website?
How are leads distributed and to whom?
How quickly is follow-up on a new lead expected?
What ROI and/or metrics do you need to report on for marketing activities?
Do you have any marketing/referral partners that receive a revenue share for leads sent to you?
Do you run campaigns that are product focused or general company/brand focused?

10. Marketing Value Propositions
Reduces Time By Enabling Lead Generation over the Web
Reduces Time Selecting Customers by Filtering Based Upon Selection Criteria
Complies with Legal and Regulatory Authorities with “Unsubscribe” Capabilities
Reduces Money Spent on External Agencies with Campaign Templates
Increases Visibility into Customer Responses with Click Through Capabilities
Increases Revenue by Enabling Follow Up of Campaigns
Increases Visibility of Campaign Effectiveness by Tracking ROI
Increases Revenue by Enabling Promotional Codes
Increases Leads Through Campaigns By Directing Customers to WebSites or Forms

11. Value Propositions – Customer Support & Call Center
Business Pain
NetSuite Solution
NetSuite Value Proposition
Time Spent Answering Similar Calls from the Same Customer
Time Spent Logging Support Calls
No Visibility Over Question Types
Self Service Enables Customers to Look Up Answers to FAQ’s
Online Case Forms Allow Customers to Log Questions
Question Tracking Provides Visibility over Types of Questions
…Reduces the time spent on answering similar calls by enabling customer Self Service.
…Reduces time spent logging calls by enabling online case forms.
…Provides complete visibility of tracking the types of questions.
Cannot Assign Cases Based On Skills Increasing Case Resolution Time
No Visibility into Case Workload Increasing Case Resolution Time
Rule Based Assignments Automate the Support Process
Dashboard Visibility Provides a View into Case Workload
…Decreases case resolution type by automating support assignments
…Provides complete visibility into case workload reducing case resolution time
Time Spent Researching Previously Answered Questions
Cannot Escalate Cases Increasing Case Resolution Time
Knowledge Base Provides for a Central Location to all Questions
Escalation Procedures Enable Cases to be Forwarded
…Reduces time spent researching questions by providing one central location
…Reduces case resolution time by escalating cases
Customer Not Aware of Case Status Causing Customer Dissatisfaction
Lost Revenue From Un-Billed Support Time
Customer Center Creates Visibility into a Customers Specific Cases
Support Center Billing Enables Support Time to Be Billed
…Provides real time visibility increasing customer satisfaction
…Increases revenue by enabling support time to be billed

12. Discovery Questions for Customer Support & Call Center
Tell me about the customer support process?
Describe your existing service application(s).
How is your support team organized?
Describe the flow of a typical service request.
Describe the callers and some of the typical requests that each type of caller makes.
What are key elements of a service request? (i.e. Status, Area, Description, etc?)
What are critical functions you need/want in a customer service application?
Describe escalation procedures
What types of reporting are most important to your service organization?
Describe how you verify the service level of a customer calling in for support?

13. CRM Data Sheet
Where to find them.
Current Versions