Sales processes and Customer Relationships Management

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Sales processes and Customer Relationships Management  

Frequently neglected business domain with considerable improvement potential  

Companies can improve sales performance by getting the most out of its investments in sales people, creating a rewarding environment for sales. There are a number of sales-related issues that executives need to address quickly as they begin retooling their organizations to address emerging market demands and differentiate themselves from the competition. In many cases, this can be challenging because sales operations are often hardest hit during lean economic times, and the cutbacks are felt across the sales process: go-to-market strategies, lead generation, conversion and account growth.

Leads and Opportunities

  • Connected planning – assessing the capacity to meet the plan, risks identification and mitigation, information sharing across the company to meet the plan
  • Sales forecasting – business plan review, variant scenarios, business plan projections
 
Leads and Opportunities

Demand preparation and management

  • Product and service configuration – configurator definition, setup and implementation, e-commerce support
  • Managing inquiries and bids – registering and evaluating inquiries and demands (current or potential customers)
  • Bidding support – CLS (what can be promised = realistic delivery dates), pricing, identification and standard procedures for assessing commercial and professional requirements
 
Demand preparation and management

Administration and order management

  • Order management – order intake, scheduled vs. actual running times of the order, change management, customer material and equipment monitoring, etc.
  • Contract/business conditions management – changes and validity, claims, billing, penalties, generally tracking costs on order
Administration and order management

CRM

  • Customer database management – specific requirements and preferences, personal notes
  • Customer tracking and categorization – use of BI – new projects and investments, insolvency, market position
CRM

Business case evaluation

  • Setting the right indicators – maximum support for customer requirements
  • Customer satisfaction assessment – opportunities for improvement, new business opportunities
  • Financial Order Evaluation – Planned vs. achieved profit rate, causes of reduced profit (Margin erosion), link to product portfolio management
 
Business case evaluation

Sales management team support

  • Workload analysis of the Sales department – balancing, identifying opportunities for increasing sales productivity, substitutability, specialization vs. sales versatility
  • Setting up a dynamic performance indicator system with links to other professional services
  • Setting up authorities, responsibilities, sharing information
 
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Sales management team support

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Lukáš Jílek

Lukáš Jílek

Senior Manager

Lukáš is a Senior Manager in the Strategy & Operations department in the Consulting function of Deloitte Czech Republic. He leads a team focusing on the full supply chain from procurement and producti... More