An Exploration in CRM Policies and Procedures

 

 

Sales people face greater challenges than ever before due to more complex customer requirements, bigger account sizes, and pressure to close within a relatively short amount of time. A variety of Customer Relation Management (CRM) solutions are available to address these challenges, but many companies are reluctant to fully integrate them into their sales lifecycle. CRM technology, however, can change the way sales solutions are delivered and reduce the investment required to achieve profitable results more quickly. In the following brief are the best practices and policies to ensure that our CRM at Inceptra is optimized for Sales people and beyond.

 

Some of the departments that CRM applications can cater to include: Sales, Support, Finance, and Marketing. Here is a visual representation, or directory, of Applications that are contained within our CRM and their respective department within Inceptra.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Policy

 

• Security and Data Access
  
  • Role Based
    
    • Executives
      
    • Management
      
    • Standard User
      
    • Portal User
      
• CRM (Record/Instance) Ownership, Administration
  
  • Front Office
    
    • Super Admin: Sebastian Huerta
      
    • Standard Admins: Adrian, Dave Brown, Miguel
      
  • Back Office
    
    • Super Admin: Sebastian Huerta
      
    • Standard Admin: Natalie, Montse, Heather, Horace
      
• Data Security and Backup
  
  • Siebel  Salesforce  Zoho backup locations:
    
    • One Drive has duplicate backups
      
    • Continuous backup policy: Automated Once per month Backup
      

 

 

Procedures

 

• Setting Permissions
  
• Creating Reports
  
• Activating Users
  
• Deactivating Users
  
• Creating Dashboards
  
• Optimizing Mobile applications
  
• Office Automation
  
• User Login History
  
• UI Customization
  
• App Roll-Out and Software Development Life Cycle (SDLC)
  
  • Gathering Requirements
    
  • Planning
    
  • Development
    
  • Pilot Build
    
  • User Acceptance Testing ((UAT) with Pilot Team
    
  • Enhancement and Bug testing (Development)
    
  • Release to whole team, with expectation of continuous improvement (or, Beta Build)
    
  • Final Phase (Development)
    
  • General Release
    
  • Deployment
    

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The bottom line is that CRM solutions can bring greater efficiency to Sales, Operations, and Marketing teams. CRM can provide better computing performance and a more powerful platform for sales work and makes collaboration within the company more efficient than ever before. In fact, research has found growing businesses are 2.2x more likely to prioritize CRM (36%) than stagnant/declining businesses (16%).

 

In interest of keeping with this trend, it’s paramount that we at the CRM Admin discipline, can keep this Policy and Procedures file growing and evolving to meet future needs and circumstances; Both out in the field with the reps and within the Weston Office.

 

This concludes this presentation. See proceeding page for a breakdown of subscription costs.