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.
Showing posts with label CRM. Show all posts
Showing posts with label CRM. Show all posts
Thursday, December 25, 2008
Wednesday, September 10, 2008
Projective Techniques -1
To understand Projective Techniques we need to understand what is projective test. A projective test, in psychology, is a personality test designed to let a person respond to ambiguous stimuli, presumably revealing hidden emotions and internal conflicts. This is different from an "objective test" in which responses are analyzed according to a universal standard (for example, a multiple choice exam). The responses to projective tests are content analyzed for meaning rather than being based on presuppositions about meaning, as is the case with objective tests.
Projective tests have their origins in psychoanalytic psychology, which argues that humans have conscious and unconscious attitudes and motivations. Unconscious attitudes and motivations form very early in life and are stored visually rather than verbally, and therefore cannot be verbally retrieved using objective tests. Unconscious attitudes and motivations can also be kept from consciousness by defense mechanisms, such as repression and projection. Conscious attitudes and motivations are formed after language skills have developed and are therefore easily articulated.
The general theoretical position behind projective tests is that whenever you ask a "question," the response that you get will be consciously-formulated and socially determined. These responses do not reflect the respondent's unconscious or implicit attitudes or motivations. The respondent's deep-seated motivations may not be consciously recognized by the respondent or the respondent may not be able to verbally express them in the form demanded by the questioner. Advocates of projective tests stress that the ambiguity of the stimuli presented within the tests allow subjects to express thoughts that originate on a deeper level than tapped by explicit questions.
Projective tests have their origins in psychoanalytic psychology, which argues that humans have conscious and unconscious attitudes and motivations. Unconscious attitudes and motivations form very early in life and are stored visually rather than verbally, and therefore cannot be verbally retrieved using objective tests. Unconscious attitudes and motivations can also be kept from consciousness by defense mechanisms, such as repression and projection. Conscious attitudes and motivations are formed after language skills have developed and are therefore easily articulated.
The general theoretical position behind projective tests is that whenever you ask a "question," the response that you get will be consciously-formulated and socially determined. These responses do not reflect the respondent's unconscious or implicit attitudes or motivations. The respondent's deep-seated motivations may not be consciously recognized by the respondent or the respondent may not be able to verbally express them in the form demanded by the questioner. Advocates of projective tests stress that the ambiguity of the stimuli presented within the tests allow subjects to express thoughts that originate on a deeper level than tapped by explicit questions.
ref: wikipedia
Friday, December 28, 2007
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.
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
Tuesday, December 25, 2007
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
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
Friday, December 21, 2007
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
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
Friday, November 23, 2007
Communications and Analytics - Lead Management Architecture
Leadorganizer and Lead Management software talk, we talk about linear lead flow process in our first post and in second talk we talk about Lead Generation and Lead Acquisition and Distribution as lead managment software. To continue our talk about leadorganizer and lead management software with reference to our lead flow. We talk about Marketing & Sales Operations in last past. Here we talk about Communications and Analytics as important part of leadorganizer and lead management flow.
Communications
Communications is the center piece of the lead management architecture. The communications functions should include the intelligent sourcing of call information for sales professionals to make telephone contact. This is obviously fundamental; however, more subtle, but equally important is the ability to maintain ongoing nurturing communications that cultivate a lead into a future sales. This cultivating architecture typically comes in the form of some type of email campaign architecture.
Analytics
The analytics architecture is probably the most critical piece of an effective lead management system. This portion of the architecture allows for the dynamic review and analysis of lead actions, marketing channels, and sales performance. Information that can assist in the business decisions that improve production and ROI.
ref: leadorganizer and lead management software, wikipidia
Communications
Communications is the center piece of the lead management architecture. The communications functions should include the intelligent sourcing of call information for sales professionals to make telephone contact. This is obviously fundamental; however, more subtle, but equally important is the ability to maintain ongoing nurturing communications that cultivate a lead into a future sales. This cultivating architecture typically comes in the form of some type of email campaign architecture.
Analytics
The analytics architecture is probably the most critical piece of an effective lead management system. This portion of the architecture allows for the dynamic review and analysis of lead actions, marketing channels, and sales performance. Information that can assist in the business decisions that improve production and ROI.
ref: leadorganizer and lead management software, wikipidia
Tuesday, November 13, 2007
Leadorganizer-Lead Management Software-1
Leadorganizer as Lead Management Software we have to talk here. Before we go to Leadorganizer.net as Lead management software, let us understand what is Lead Management first. I found follow notes at wikipedia.org.
Lead management creates an orderly architecture for managing large volumes of customer inquiries, or leads. The architecture must be able to organize numerous leads, at various stages of a sales process, across a distributed sales force. In order to understand this process it is helpful to examine a simplified linear lead flow process, such as the following:
- Advertising
- Customer inquiry
- Inquiry captured
- Inquiry filtered
- Lead graded
- Lead distribution
- Sales contact
- Lead nurturing or retention
- Sales result
The lead flow process can become enormously complex as customers and sales professionals begin to interact. These various interactions and subsequent actions can create a variety of scenarios, both productive and counter-productive. This exponential number of scenarios can provide for numerous opportunities to mishandle leads in such a way as to reduce their value. Managing these scenarios is the function of lead management.
Monday, October 1, 2007
Lead Management, CRM and SFA software-Leadorganizer
Webbase Lead Management, crm(customer relationship management), sfa (sales force automation) software for insurance professionals in the US market-Leadorganizer
LeadOrganizer.net-Life - A crm and lead management product for life insurance professionals. This application, designed with the life insurance industry in mind, easily integrates personal contact management, Document management with Integrated data management . It has a unique display of all features on one screen for efficient and effective management.
This insurance specific crm, aimed at small to medium sized businesses with 1-30 crm users, expected to challenge the leading US competitors in the crm market on the strength of its celebrated easy-to-use functionality and affordability. It comes in two versions: the Personal Edition for individual users and Team Edition for multiple users (one administrator plus other users).
LeadOrganizer is an on-line customer relationship management (crm) application. While capturing and organizing leads on the web, it enables an organization to respond to its actual and potential customers to retain, gain, grow, enhance and improve relationships. Multiple communication channels like e-mail, live chat, fax, phone calls and different marketing tools integrated to create efficient sales force automation application. The agent can manage documents virtually, storing and retrieving them at his convenience. The agent can backup or export and import the contact database from any resource for lead management and marketing.
Insurance agents, who are already using some type of management system, be it on paper or on software application will find migration to LeadOrganizer crm, very easy and beneficial. Getting the right data in the right place at the right time has proven challenging for many agents running their business without a lead management software.
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