Online sales force ,Online customer

service and support

Sabitha Z.B
MBA (IB)
Class No :19
 Introduction
To support real-time, one-to-one, or self-service sales,
companies must decide which new business practices to
implement
Companies must also determine what new applications
are needed to support the Sales Proces
The business challenge: Improving the link from
marketing to sales
Activity management
Opportunity management
Orders and contracts
Campaign management

2-
Evolution of the Sales Process

3-
Online Sales Force Activities
Sales Process/Activity Management
Sales and Territory Management
Contact Management
Lead Management
 Also known as “opportunity management” and “pipeline
management”
Configuration Support
Automatically factors in complex customer attributes
and requirements to build a solution from scratch
Business Forces
Dynamic Business environment
Advancements in technology
The excessive cost of presales technical support
The proliferation of channels
The increasing complexity of products
Limited sales effectiveness

5-
Elements of E-Sales
Lead, Proposal &
Quote Generation
Pricing
Web
ail or
Em ct r
e
p e
os m Commission
Pr usto

x
Fa
C & Contract
Telephone Mgmt.
Sales
e
Configurator
tur
c
Order Entry i te
& Mgmt. rch
A
ri se
p
t er
En

6-
Online Customer Service
In an increasingly connected world, customer service has
become a way of life. Drive greater customer loyalty
through customer-driven communities and unprecedented
online access to information and resources.
Service experiences should deliver added value not
added cost
Customer service and support (CSS) is the part of a
company's customer relationship management (CRM)
department that interacts with a customer for their
immediate benefit, including components such as the contact
center, the help desk, and the call management system.
Vividence Study
RATER Framework
A sample service model
 Online Customer Support
 Customers satisfaction
Manage Customer Relationship
Receive invaluable customer feedback
Attract more interests of customers
 Customer Profile
Centralize Information
 Software Features
Easy access to customer data
Asset and Inventory tracking
A support Knowledge base
Reporting Capabilities
Problem hand off and Escalation Capabilities
Online Customer Support -Benefits
Reducing Cost Per Contact
Reducing Human Error
Increased Flexibility
Increasing Interactivity
Increasing Continuity
 Quality
Improving Responsiveness
Decreasing Variability
 Conclusion

Beyond the glamour of developing the e channel

,business is investing heavily to build profitable
customer relationships.
Customer service is becoming the key to developing
and maintaining online customer loyalty and to
managing online customer repurchase,
recommendation and retention.
THANK YOU…