Missed Webinar
Hi Kelly et al,
Missed the Sales Webinar. Wondering when that goes up in the media section? (if at all)
And if not then how I might get hold of it.
I'm redesigning the systems for a Sales company right now..
And have done so for a BPO facility that ha call centre-esque workstream.
It's an interesting challenge with a distributed sales team, also distributed consultant team (the product) - and a dynamic that means the demands can't be placed on consultants without additional cost to the sales infrastructure..
So managing the logistics means a lot of info tracking:
In from clients
Feedback from consultants
Interpretation from sales team to feed to consultants
The usual appointment booking
Escalation through a consultancy framework
Managing across multiple sales persons who are not always on hand to track one client through every part of a process.. Thus info for sales records has to be comprehensive enough that one person can pick up and put down..
And that someone doesn't have to be plugged into the CRM in order to be notified that a FU appointment is due to occur.. as during the days when they're not billing the company they are not monitoring the CRM.
There ends up being one person doing the majority of the account handling..
Hence the need for clearer definitions of process - so certain actions can be completed.. reported upon.. and handed off.
Definitions of work.
And the usual challenge with a small team - Multiple activities, without firm edges that mean an individual trips over the edges of a software system, e-mail protocol as they attempt to be Account Manager, Sales team manager, Sales operator, system designer, Partnership manager etc..
My current task is to attempt to understand what activities are within each hat, and what processes (and supporting materials/software) should be picked up and put down to avoid distributed focus and incomplete tasks that prevent delegation.
So recording the stage of the process is necessary.. and fuller reporting..
It seems GTD could support this..
Capture all materials, allocate to clients through organisation..
Clarify intended outcome from that relationship and who is best equipped to handle it,
Lock to a specific time of next encounter
(call appointment or consultancy appointment),
Do said activity with appropriate support materials ensuring the individual is armed (informed),
And then review the relationship to escalate through the framework..
And assess the field to ensure the appropriate clients are coming into the pipeline..
Adjusting lead sources etc..
Curious as to what you guys ended up covering.
