Case Manger-2

As a part of our talk on case management, we have already talked on reduce costs and increase profits and customer experience. Today we are going to discuss on two more factor of case manager those are Manage to Facts and Enhancement Requests

Manage to Facts
Dashboards and reports provide agents with real-time reporting that helps with queue management and operational statistics such as time-to-call, escalations, deflections, SLA adherence, call resolution, etc. Analytics and business intelligence provide management and executives key data to drive continued operational efficiencies and trending to better understand call satisfaction, customer satisfaction, employee satisfaction, and financial indicators. For example, a company who made roller shades, woven wood shades, blinds- for them customer data and customer satisfaction is key factor in their success. They are going to get new business from their old customers’ references. For them to keep their customer record update and maintain is most important part.

As an add-on to any CRM software or CRM solution, Case Manager reporting solutions provide up-to-the-minute status reports through on-demand and scheduled web reporting to give you the ability to perform multi-dimensional analysis and time-based or "trend" reporting.

Track Bugs, Defects and Enhancement Requests
With separate QA/Work Ticket functionality and comprehensive tracking capabilities, you can enable your service and support teams to proactively present and escalate product or service quality issues by categorizing, prioritizing and assigning product defects and service issues for resolution. Use customer input to prioritize activities and automate response mechanisms to inform customers of resolutions to issues they've highlighted.

Marketing Management - SFA

Insurance Lead Management, CRM, SFA are part of any agency management software. We talked about Marketing Operation Management, Marketing Resource Management and Marketing Management. Today we continue our talk on marketing management.

Vispy Doctor of Ormax (www.ormaxworld.com) , India's leading marketing strategy expert, defines marketing management as applying available resources to create or change the perception of a product or service in the eyes of its target audience by the application of research and communication media.

In the widely used text Marketing Management (2006), Philip Kotler and Kevin Lane Keller define marketing management as "the art and science of choosing target markets and getting, keeping and growing customers through creating, delivering, and communicating superior customer value."

From this perspective, the scope of marketing management is quite broad. The implication of such a definition is that any activity or resource the firm uses to acquire customers and manage the company's relationships with them is within the purview of marketing management. Additionally, the Kotler and Keller definition encompasses both the development of new products and services and their delivery to customers.

we continue our talk on marketing management in next post.

ref: agency management system, insurance software, wikipedia

Marketing Operations Management - Insurance Software

Marketing Operations Management (MOM) is a vision of end to end marketing optimization, from planning and budgeting, through marketing content management, to global marketing execution and analysis.


It is characterized by an attempt to achieve measurable and trackable Return on Marketing Investment (ROMI), and, as a means of achieving that, creating a marketing dashboard, leading to improved marketing effectiveness. The concept of the marketing dashboard is that a marketing executive, or indeed any employee of an organization, can log in to a system which shows the status of all ongoing marketing activities - showing 'fuel consumption' (spending), 'speed' (sales) and various other metrics in the automotive analogy.

The Marketing Resource Management (MRM) industry, including software vendors with integrated solutions who provides the software infrastructure to assist organizations with their Marketing Operations Management. This forms the technology backbone to the essential alignment of people, process and technology that is critical to an effective Marketing Operations Management strategy.

ref: Insurance Lead Management Software, wikipedia

Marketing Resource Management

Lead Management, CRM and SFA Software Leadorganizer we are talking here. we talk Lead Management, Lead Distribution, Lead Acquisition, Sales Planning in our previous post.
In last post we talked Marketing Automation as part of lead organizer software, today we are going to talk on Marketing Resource Management (MRM).

Marketing Resource Management (MRM) provides the software infrastructure to support Marketing Operations Management. Marketing Operations Management is the alignment of people, process and technology to support marketing activities and improve marketing effectiveness.

The growing importance of an effective MRM strategy is reflected by the number of leading organizations which are following this path, with implementations of software provided by some of the leading technology vendors operating in this space. This growth is also reflected in the growing importance of the marketing operations role in organizations.

We continue our talk in next post on MRM.

ref: Marketing Management Software, wikipedia

Marketing Automation - Leadorganizer Software

Leadorganizer we are talking here. we talk Lead Management, Lead Distribution, Lead Acquisition, Sales Planning in our previous post. Today, we are going to talk about Marketing Automation as part of leadorganizer software.

Marketing Automation is the use of Information Technology solutions to automate marketing processes such as Marketing Planning and Budgeting, Marketing Resource Management, Campaign Management, Interaction Management, Lead Management, Analytics and reporting, and other functional and vertical aspects of marketing functionality.

The use of marketing automation makes routine processes that would otherwise have been performed manually much more efficient, and makes some new processes possible. Marketing Automation solutions are supplied either is an integral part of Customer Relationship Management (CRM) systems, or as a stand-alone Enterprise Marketing Management (EMM) systems.


ref: Marketing Automation Software, wikipedia

Sales Reporting - Leadorganizer and Lead Management Software

Sales Management we are talking here, we talked about Sales Planning in last post. We already talk Lead organizer, lead management, lead distribution etc. in old post.

We talk on Sales Planning and Sales Tracking in last post , today we are going to talk Sales Reporting.
Sales Reporting
Reporting in sales management is important for many reasons. First of all, it is a great source for motivating sales managers, because awarding best managers without accurate and reliable sales reports is not objective.
Also, sales reports are made not only for internal use or top management. If other divisions’ compensation plan depends on final results, it’s needed to present results of sales department’s work to other departments.
Finally, sales reports are required for investors, partners and government, so your sales management system should have advanced reporting capabilities to satisfy needs of different target audiences and help sales force to be more effective and make more sales.


ref: Leadorganizer and Lead Management Software, wikipedia

Sales Tracking - Lead Organizer and Lead Management Software

Sales Management we are talking here, we talked about Sales Planning in last post. We already talk Lead organizer, lead management, lead distribution etc. in old post.

We talk on Sales Planning in last post , today we are going to talk Sales Tracking

Sales Tracking
Sales tracking is an integral part of sales management. Without tracking sales tasks it is hard to find out if everything goes right and estimated intermediate results are achieved in time and in the limits of expected resources. If anything is out of expected range, you can analyze the details, talk to a sales manager responsible for this task and take corrective actions.

Software used for sales tracking should allow sales team leaders to control sales tasks completion by using reminders and notifications, highlighting overdue tasks, analyzing task history, etc.

If your sales task management system is really great and duly implemented, you are informed about all details of your company’s sales process in real time and know who does what, when, and how.

ref: Lead Management & Lead organizer Software, wikipedia

Sales Planning - Lead Organizer Software

Sales Management we are talking here, we talked about Sales Planning in last post. We already talk Lead organizer, lead management, lead distribution etc. in old post.


Today we continue our talk on Sales Planning.

After setting sales goals, salespersons’ activities should be planned by regions, clients, channels, managers, products etc. Sales team leader or sales department head should choose volume and operational metrics to evaluate sales managers' effectiveness and to motivate them from achieved result.

While planning it is important to consider market potential and structure, company's strength and weaks, customer relations history, etc. that's why sales planning software must be able to store all sales-related information and allow a flexible searching, filtering, grouping and showing statistics (i.e. flexible customer, task and order forms, calculated fields, tables, schedules and charts).

It is a good practice to let sales managers describe how he or she will execute assigned sales tasks to check his or her motivation to get things done. So the software for sales planning should allow breaking a task down into to do items with possibility to set such parameters as time, resources and measured results. It enables tracking intermediate and final results, sales force effectiveness and sales plans accomplishment.

ref: Lead Management & Lead organizer Software, wikipedia