Page 367 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Customer Relationship Management

Notes  Sales force automation actions are usually incorporated with other systems that supply
the status of orders, inventory and products and other related information and can be a
part of a bigger program of customer relationship management.
 Sales force automation helps by making all business actions pertaining to sales, automatic.
 Nowadays there is a variety of software and solutions available for sales force automation
that can help small, mid-size, and large enterprises to meet and surpass their sales targets
and initiatives.
 All the information provided by such solutions can help businesses to analyze their sales
and pinpoint future trends and courses.
 You can get sales force automation solutions that are customized according to your specific
business. These solutions are completely configurable to meet your individual business
and sales automation needs.

 Highlights of sales force automation:
(a) Effectively processes and quotes orders
(b) Manages opportunity and pipeline for products and services to be sold
(c) Improves lead distribution and tracking
(d) Sales methodology support including guided sales activities and achievements

(e) Productivity tools to reduce the amount of time spent on administrative tasks, and
increase that spent on deals most likely to close
(f) Forecast Management capabilities

(g) Provides remote sales staff with instant access to corporate information

14.4 Keywords

Alerts: Messaging facility allows sales representative to receive from as well as send alerts to
central server.

Appointment Scheduling: This facilitates creating, viewing and rescheduling appointments by a
sales representative on his PDA.
Client Application: The client application is hosted in the Sales Representative’s PDA device and
has the ability to view appointments, create orders, search for customer details and item details
and synchronise with the Mobile Server using GPRS.
Delivery Instructions: The Sales Representative can enter a Delivery Instruction if required and
save the order.

Mobile Server: It is the key sub-system of the entire sales force automation system.
Sales Force Automation (SFA) Software: It is a type of program that automates business tasks
such as inventory control, sales processing, and tracking of customer interactions, as well as
analyzing sales forecasts and performance.
Sales Force Automation: It refers to automating all the actions related to sales of an organization
or business.

Synchronization: This module facilitates in synchronising data on the device with the server
using cradle or wireless synchronisation.

362 LOVELY PROFESSIONAL UNIVERSITY