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So, the company provides managerscorporate customer base for work. What is required from the sales manager? It is necessary to maintain the current base and work on its expansion. The manager must enter into the database information about customers, transactions, planned meetings. This means that all the manager's contacts will remain in the company. What is the benefit to the manager? Here we are faced with a psychological barrier - despite the decline in the demand of specialists with their client base, managers prefer to collect information about customers to themselves in the diary. First, in this way, a personal client base is developed, with which it is possible to work in the future, and secondly, a diary - the "personal space" of the manager, where the most important information is stored. How can you motivate a manager to work with the corporate client base qualitatively?

There is an opinion that without the support of managementcompanies can not implement a CRM-system. And, indeed, if in the assessment of the work of employees only sales and the amount of money they have earned appear, managers have no motivation for working in the CRM-system. After all, still no one will check who and what data filled in by the customers. In this situation, the risk increases that, as a result, there will be no up-to-date data in your corporate client database, contact details will be incorrectly entered or will not be entered at all.

Let's think, what exactly it is necessary to controlin the work of managers with a client base? It is necessary to determine the minimum set of data that a manager must make in the corporate CRM system. For example, if the manager appoints a meeting with the client, the date must include the meeting date, last name, customer name and contact information, the subject of the meeting and its result. If you have this data, you can monitor the current load of the manager, the quality of the data and the result of his work with clients.

It is also necessary to understand how much time it spendsmanager to work with CRM-system. If the manager for filling out the data will spend half a working day, then his immediate duties - sales - he will have little time. That is, it is necessary to make the work with the client base convenient. CRM-system should allow you to quickly perform frequent operations. For example, if an employee reports on each incoming phone call, it is convenient to use the list of statuses from which the manager simply selects the desired value: "taken into operation", "completed", etc. Or if the caller made a mistake with the number, do not waste time on the manager's detailed report on the similarity of telephone numbers or the psychological portrait of the caller. If the information about the phone call gets forced into your CRM-system, regardless of the actions of the manager, then it is necessary to automate the processing of this information.

It is important that the data from the CRM-system appear in thereports analyzing the work of managers. It is better if the reports are automatically generated in the CRM system itself, rather than undergoing an intermediate adjustment in spreadsheets. If this is not possible, at least the data in the report must coincide with the CRM-system data. In this case, it is obvious to the manager that his indicators in the report directly depend on the quality of the client base management.

When a manager is tasked with fillingdata of the CRM-system, it is necessary to show what it is for. If you obliged managers to enter customer contact information in a corporate CRM system, use it. For example, the company decided to notify customers about the sale. If the manager incorrectly fills in the customer data and can not provide a list of phones or e-mail addresses for distribution, he will have to contact the customers himself, searching for contact information in diaries and notebooks. At best, after spending some time, he will cope with the task. But, most likely, most of his clients do not know about the opportunity to profitably purchase the goods.

If your managers have a plan for the number oftaken contacts, held meetings and concluded deals, it makes sense in online mode to show the progress of the plan. That the manager, registering in the corporate system the information on the executed transaction, saw that of 10 deals 5 he was closed and there are still 5. Visual "counters" help the manager to quickly navigate in the current situation, and the head - to conduct an express analysis of the manager's base. There is an alternative option to maintain "clean" data in the corporate system - to allocate an individual to register data in the database. The main advantage is that teaching one person to handle data correctly is cheaper and easier than the whole department. The main drawback is the load on this operator, which is proportional to the number of managers from which a request is made to enter data into the corporate system. The best option is the division of labor: the operator, for example, is responsible for entering personal data, and managers - for entering data on their current events.

An additional advantage in dividingaccess is the retention of the customer's personal data. However, if the CRM-system does not allow to divide the right to edit the data, or the company's management considers the availability of a specially trained operator inexpedient, this option will have to be abandoned.

So, let's sum up - what is necessary for a quality manager in a corporate CRM system:

1. Supervising the head of the client base: if no one checks - why do it? 2. Generate reports on the work of managers in the CRM-system or use data in the compiled reports, so that the manager understands where his indicators come from. 3. Automation of frequently performed operations so that the manager does not spend half of the working day doing them. 4. Use of data that the manager brings to the system. If you obliged managers to enter customer contact information into the database, but this data is used only by the manager himself, this reduces his motivation. 5. Visual display of indicators helps the manager and his supervisor evaluate the situation online.