Presented by - Satyajeet Darak

Agenda

• Lead Management– Process Flow– SIPOC– Reports– Strategy and Proposed Solution

• Collateral Management– Process Flow– SIPOC – Brochure & Web page– Strategy and Proposed Solution

Lead Management

Process Flow

Marketing Campaign

Lead Capture Lead Assignment

Check for

Duplicates

Work Lead and Adjust Lead status

Qualify LeadsLead Conversion

Sales Cycle

SIPOC – Lead ManagementSupplier Input Process Output Customer

Campaign Manager

Crude customer data from different sources(e-mail , direct mail, auto expo)

Get customer information

Customer data Marketing manager

Marketing Manager

Customer data Instruction to system admin. (Lead capture)

- -

System Admin Online registration form, email, direct mail, manual entry

Extraction of information from input sources

Extracted information

-

System Admin Extracted information

Uploading of extracted information in single DB

Customer information Report

Sales Manager

Cont…Supplier Input Process Output Customer

Sales Manager Customer Information Report

Get sorted information as per territory

Sorted information

-

Sales Manager Customer Information Report

Get pick off queues clients.

Pick off queue customer list

-

Sales Manager Pick off queue customer list

Assignment of pick off customers to sales executives

- Sales executive

Sales Manager Sorted information and Pick off queue list

Consolidated information (Territory info Report) forwarded to Territory Heads

Acknowledgement by territory heads

Territory Heads

Cont…Supplier Input Process Output Customer

Territory Heads Sorted information

Assignment of leads to sales executive

- Sales Executive

Sales Executive Customer information (Sales executive data)

Information verification by cold calling , network etc.

Information Verification Report

-

Sales Executive Customer information (Sales executive data)

Check the Customer information with previous customer DB

List of existing & new customer contact

-

Sales Executive Information Verification Report and List of existing & new customer contact

Consolidation of both.

Prospective customer Report

Territory Head

Cont…Supplier Input Process Output Customer

Sales Executive Prospective customer Report

Contact Prospects via mail, Phone etc.

Customer Response gathered

-

Sales Executive Customer Response gathered

Segregation in Hot ,warm and cold prospects

Segregated prospects

-

Sales Executive Segregated Hot Prospects information

Contact within 48 hrs. & invite for Test drive

Record status -

Sales Executive Segregated warm Prospects information

Contact-As per prospect schedule or within 3 days

Record status -

Cont…Supplier Input Process Output Customer

Sales Executive Segregated cold Prospects information

Contact within 30 days

Record status -

Sales Executive Customer information with lead status

Classification of prospects (budget, EMI etc.)

Qualification Report

-

Sales Executive Qualification Report

Send report to tier-2 sales team

- Tier-2 Sales Team

ReportsProcess Report Content Department

Lead Capture Customer Info Report

Crude customer data provided from Campaign Manager

Marketing Department

Lead Assignment Territory information Report

Customer data as per territory

Territory Head office

Check for duplicates

Information verification Report

List of verified customer data

Territory Head office , Sales dept.

Work Lead Prospective customer Report

List of Hot, warm, cold customers

Territory Head office , Sales dept.

Qualification Leads Qualification Report

Classification of prospects (budget, EMI , Time etc.)

Tier -2 Sales Team, Sales dept.

Lead Management Strategy

• Various mediums used for Lead generation.• Pick off Queue assignment by Sales Manager (High

value).• Assign accountability for tracking leads• Territory based assignment of leads.• Cold prospects are archived as future prospects.• Prioritization of customer according to segmentation

(hot, warm, cold)• Close communication and integration between Sales

and Marketing.

• Various mediums used for Lead generation.• Pick off Queue assignment by Sales Manager (High

value).• Assign accountability for tracking leads• Territory based assignment of leads.• Cold prospects are archived as future prospects.• Prioritization of customer according to segmentation

(hot, warm, cold)• Close communication and integration between Sales

and Marketing.

Proposed Solution-Lead Management

•Publicize Performance•Offer dealer facing mgmt. programs such as training.•Get the field involve

•Publicize Performance•Offer dealer facing mgmt. programs such as training.•Get the field involve

•Benchmark Current Performance•Monitor web traffic•Integrate and coordinate third party leads

•Benchmark Current Performance•Monitor web traffic•Integrate and coordinate third party leads

•Focus on the customer & not on source•Prioritize organization’s effort•Follow standard approach

•Focus on the customer & not on source•Prioritize organization’s effort•Follow standard approach

•Use campaigns to build relationships•Measure and adjust.•Collaborate with dealers

•Use campaigns to build relationships•Measure and adjust.•Collaborate with dealers

•Win as a team•Be tactful•Tailor approach

•Win as a team•Be tactful•Tailor approach

•Customer Feedback •Customer Analysis•Customer Feedback •Customer Analysis

•Establish long term goal•Insist on real-time integration•Help dealers to make the right technology decisions

•Establish long term goal•Insist on real-time integration•Help dealers to make the right technology decisions

•Maintain data quality•Maintain privacy of Customer data•Follow the rules

•Maintain data quality•Maintain privacy of Customer data•Follow the rules

•Break down Barriers•Develop and hire the right talent•Staff key positions with best

•Break down Barriers•Develop and hire the right talent•Staff key positions with best

•Establish a common language•Set the investment bar•Be consistent

•Establish a common language•Set the investment bar•Be consistent

Types of collateral

Process Flow

SIPOC - Brochure Supplier Input Process Output Customer

Finance Manager

Brochure Budget Get Budget details

Budget Information

Marketing Manager

Marketing Manager

Budget Information

Discussion of quantity with Sales manager & Campaign manager

Quantity with respect to budget

-

Marketing manager

Budget, Quantity Instructs the Collateral Head about Budget, Quantity ,Time & feedback

- Collateral Head

Production Manager

Product features & specification

Get product details

- Collateral Head

Collateral Head Consolidated Information from Mrkt. & Prod. Mgr

Discussion with Design team(size , Layout, Qty. , Content)

- Design Team

Cont…Supplier Input Process Output Customer

Design Team Information about brochure

Designing sample brochures

Sample brochures

Collateral Head

Collateral Head Sample brochures

Approval from Marketing Mgr. & Prod. Manager

Approved brochures /Suggestions

-

Collateral Head Suggestions about brochure

Make changes in brochure according to suggestions

Approved brochures

-

Collateral Head Approved brochures

Printing of brochure

Printed Boucher

Marketing Dept.

Collateral Management Strategy Collateral can be customized according to region ,purpose

and client type. Central Repository can be maintained that is available

anytime, anywhere and is always up to date. Search and attachment functionality can be incorporated Custom folder and access permissions can also be

incorporated to make control more streamlined. Comparison Sheet can also be incorporated (But it should be

done by third party) Focus will be on FAB. Easy to understand.

Proposed Solution-Collateral Management