SALES MANAGEMENT & SERVICE MANAGEMENT IN

CRMBY

ASHISH S. RAHURKAR

SALES MANAGEMENT

You can take away my money & take away my factories, but leave me my sales staff & I’ll be back where I was in two years.

- Andrew Carnegie Includes features for identifying :- Potential customers Maintaining client information Creating & managing schedules (for

launching of the product, product pricing etc.)

WHY SALES MANAGEMENT?

One of the most important department in the organization

Helps to achieve organization’s primary goal

Very important considering changing customer needs, market conditions

Important to tackle with growing competitors in the market

SOME DIFFERENT ASPECTS OF SALES MANAGEMENT

ANCIENT SALES MANAGENT

MODERN SALES MANAGEMENT

Before Industrial revolution Handmade products Mostly unique Barter system was also in

existence Customer had to reach to

the seller Seller was more important Customer had less

information about the market

After industrial revolution Factory made products More generalized Mostly Money is

accepted in exchange Seller has to reach to the

customer Customer is the king Customer is well aware

of the market

FACTORS AFFECTING SALES MANAGEMENT

Product life cycle Reduced customer loyalty Competitors present in the market Trends in the market defining changing

customer expectations Knowledge of the customer & his

capability to access different markets

BENEFITS OF SALES MANAGEMENT

Helps to acquire knowledge of the external environment

Helps to gather & keep customer information & feedback

Helps in building relationship with the customer

Helps to negotiate with customer, distributors etc.

SERVICE MANAGEMENT

It is integrated into Supply Chain Management as a bridge between the actual sales & the customer

The aim is to optimize the service intensive supply chains

They require larger inventories & tighter integration with field service & third parties

Must accommodate inconsistent & uncertain demand by establishing advanced information & product flows

SERVICE MGMT CONTINUED…

All processes must be coordinated across numerous service locations with large inventories.

Important to maintain growth & customer loyalty

BENEFITS OF SERVICE MANAGEMENT

High service cost can be reduced Inventory costs can be reduced Customer service & quality of service can

be improved Increasing service revenue Reduce obsolescence cost by improved

forecasting Improved customer satisfaction Reduce expediting cost – no need to rush

orders to customers

COMPONENTS IN SERVICE MANAGEMENT

Service strategy & service offerings Spare parts Returns, Repairs & Warranties Field Service Management Customer Order Management Task scheduling & Event Management