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CRM Industry Classification

1) The document outlines a standard operating procedure for an industry classification marketing campaign to structure the process and system to meet new sales strategy requirements. 2) It provides a 10 step procedure for regional and area CRM super users, sales staff, and area super users to correctly classify customer accounts, ensure data quality and deadlines are met, and accomplish performance agreements. 3) Escalation procedures are defined to remind parties if deadlines are missed, starting with the area super user and escalating to the area and regional heads of marketing and sales.

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Renato Lana
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107 views

CRM Industry Classification

1) The document outlines a standard operating procedure for an industry classification marketing campaign to structure the process and system to meet new sales strategy requirements. 2) It provides a 10 step procedure for regional and area CRM super users, sales staff, and area super users to correctly classify customer accounts, ensure data quality and deadlines are met, and accomplish performance agreements. 3) Escalation procedures are defined to remind parties if deadlines are missed, starting with the area super user and escalating to the area and regional heads of marketing and sales.

Uploaded by

Renato Lana
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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STANDARD OPERATING PROCEDURE

PAGE 1 OF 2
INDUSTRY CLASSIFICATION CRM
Effective Date Scope

07.07.2008 Industry Classification Marketing Campaign -


Structure the process and system in order to
attend the new sales strategy requirements
Issued by

Daniel Feche

Objective

- Commitment of sales staff in order to classify correctly active accounts with revenue in
BW + active accounts they are assigned as sales responsible.

- Ensure the quality of data meeting deadlines with RC LATAM and PAC.

-Ensure that sales teams is well supported and provided with accurate information
(templates, guidelines).

-Accomplish the agreed performance

Procedure:
Step Actions – Regional CRM Super User, Area Super Users + AHM&S
1.  RCRM super-user + ACRM super-user will provide BW list with top LATAM and
AREA Customers (based in NFR3 and GP) to sales team and request them for a
customer classification.
2.  Templates must be spread out in the areas and addressed to sales responsible
(always copy the TSM).
3.  Deadline of 4 working days in order to revert feedback to RC LATAM.

4.  ACRM super-users will ensure that sales teams are using new Industry Classification
template avoiding future errors and delays.
5.  Sales Staff will get in contact with customer or search information in Internet
regarding their responsibility list  sharp feedback is mandatory.
6.  Area Super Users will be part of first quality filter information checking if sales
staff’ inputs meet our scope. (correct codes, layout, clear descriptions of
commodities).
7.  After this check, table with info content will be sent by ACRM super user to RC
LATAM  RCRM super-user will give the final check before send info out to PAC.

____________________________________________________________________________________________________________
Author: Daniel Feche Version: 1 – 27th of June 2008 Scope: Industry Classification Marketing Campaign
STANDARD OPERATING PROCEDURE

PAGE 2 OF 2
INDUSTRY CLASSIFICATION CRM
8.  PAC ACR responsible will receive material and input information. In case of
discrepancy they will revert directly to RC LATAM CRM Controller for actions.
Message will be forwarded also to ACRM super-users.
9.  Sales Responsible will be contacted by ACRM super-user and AHM&S will be aware
of current situation.

Step Resources
1.  RC LATAM Controller and Area Super Users will provide customer lists directly from
CRM system (BW). TOP 20 LATAM  RCRM super-user and 30 TOP AREA 
ACRM super-user.
2.  Sales Staff needs to contact customers via phone or check information inside
internet. ( customer web site )
3.  Official and updated Industry Classification list must be available to all CRM users in
all areas. Responsibility for this action  ACRM super-users.

Step Escalation

1.   First Reminder – Area Super User will receive first reminder if deadline was
not met. ( same day we should revert to PAC on business time )
 Second Reminder – Area Super User + AHM&S will receive the message
(the day after deadline).
 Third Reminder – RHM&S will be added in the communication. ( 2 days after
deadline)

____________________________________________________________________________________________________________
Author: Daniel Feche Version: 1 – 27th of June 2008 Scope: Industry Classification Marketing Campaign

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