Process First, Tool Second
Posted on 07. Mar, 2010 by AscendWorks Consulting in Process
One of the keys to success with Salesforce.com is to ensure that the process for driving the customer experience has been thought through. Whether it is via direct sales, call centers or enterprise approaches, there is a process which needs to be framed in terms of the buyer. How you approach your buyer that has a specific profile, mindset and characteristic needs to be assessed in two areas:
- Action. This is how the concrete task is to be completed. It is in the form of calling, emailing, document creation, and the actions related to moving the sale to the next step.
- Communication. Much of the value of doing business with you and your organization comes from the connection the buyer feels. Communication is critical. Automating and personalizing communication with relevant and timely pieces is critical to a healthy sales process.
Many sales organizations shy away from driving process for fear of being rigid or impersonal. The reality is that many of the tasks and communications executed fall within a general and repeatable framework. Capturing this framework with flexibility is both possible and essential to drive efficiency in the sales process.
With the ability to iterate quickly and customize to your organization’s changing needs, Salesforce.com becomes a strategic tool to enable the process behind your organization’s sales. It takes leadership and clarity to capture and deliver the process and execution in Salesforce.com effectively. The rewards are driving more opportunity through your sales experience and having a predictable system for increasing revenue.