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Super User Training (Marketing)

Super User Training (Marketing). Katie Pilcher. I’m a professional singer I reside in Cincinnati, OH I have been to most major US cities I am almost never late I keep every movie ticket stub (since 1984!). Tell me about you!. Name Location Job Function. Logistics. Bathrooms.

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Super User Training (Marketing)

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  1. Super User Training (Marketing)

  2. Katie Pilcher • I’m a professional singer • I reside in Cincinnati, OH • I have been to most major US cities • I am almost never late • I keep every movie ticket stub (since 1984!)

  3. Tell me about you! • Name • Location • Job Function

  4. Logistics • Bathrooms • Breaks • Telephones • Questions • Fire Exits

  5. Super User Expectations You will… • Be considered the regional and departmental experts in the usage of the system. • Help drive best practices. • Be the reporting "gurus" in your area. • Be asked to assist with training. • Be the champions of the system. You have tools at your disposal to help others including Oracle’s knowledge base and web training offerings.

  6. Nuance Support Roles

  7. CRM On Demand Support Procedures • End users will access the Nuance support link from within On Demand:

  8. CRM On Demand Support Procedures From there, users will receive further instructions on how to get help: • Check with your super user first (super user names will be listed) • If you still need help or require a change to the system, enter a Track-It ticket • Track-It tickets can be entered for configuration changes, workflow changes, new fields, etc.

  9. CRM On Demand Support Procedures Once the user submits a Track-It ticket: • The Delegated Admin role will work the Track-Its. • There will be a formal Change Control Board to manage all system-wide changes to the system and manage notification back to the users. • More detail is available in the Oracle CRM On Demand Support Procedures document

  10. User Impact • This new system will provide: • An efficient tool for managing customer relationships • An effective way to support and track interactions with the customer • A centralized location for all data relating to customers • A complete view of the customer CRM On Demand is an Oracle application but it is separate from Oracle’s Enterprise Business Suite.

  11. Your Online Information Source You can access CRM On Demand from any computer to: • Enter and access customer information • Manage tasks and calendar appointments • Track and manage sales opportunities • Collaborate with others to close dealsand service customers

  12. Marketing Super User Agenda • Inside Sales Process Overview • Merge Two Records • Delete a Record • Mass Update of a List of Records • Add/Edit a New User • Super User Overview • Navigation • Create a Campaign • Enter one Lead for a Campaign • Import a group of Leads for a Campaign using a template • Link a Lead to an Existing Contact • Mail Merge • Create a List • Review Marketing Reports • Outlook Email Integration

  13. Expectations What we expect from you: • You are responsible for learning the system and this training is the beginning. • We will point out additional training resources. • You will get high-level instruction on concepts, terminology, and process • You will see demonstrations of the application functionality • Feel free to ask questions What you can expect from us:

  14. Getting Started

  15. Signing In to Siebel CRM On Demand for the First Time Click the Temporary URL to navigate to the Temporary Access Sign In page. Enter the temporary password from the second email on the Temporary Access Sign In page. Click the Sign In button.

  16. Signing In to Siebel CRM On Demand for the First Time Set up a new password.

  17. Signing In to Siebel CRM On Demand for the First Time Complete the security questions.

  18. Signing In to Siebel CRM On Demand for the First Time Once you get signed in the first time, click immediately and save the following page to your favorites. nuance1/fritz.brusch@nuance.com

  19. Access to On Demand from any computer: • Follow these steps to sign in to CRM On Demand: • Type http://www.crmondemand.com into your browser and click • Click • Enter User ID (nuance1/fritz.brusch@nuance.com) and password in the following section: • Click

  20. Instructor Demonstration • Let’s sign in and take a look around the application: • Sign On • Explore the User Interface • Search for an Account, Contact and Opportunity • Overview of the tabs

  21. Campaign Management

  22. ? Eloqua Leads

  23. What is a Campaign? • A Campaign is an event or project designed to generate new leads or sales to produce revenue for your company. • A Campaign may be: • Trade Show • Advertisement • Email Promotion • Direct Mail • Seminar • Referral program • Webinar

  24. Create a Campaign 1. Click the Campaigns tab 2. Click the New button

  25. Create a Campaign Complete the Source Code and Campaign Name fields. The Campaign Identifier value will be used to populate the Source Code field. For SFDC Campaigns, the SFDC ID will appear in the Source Code field Enter Campaign metrics if known

  26. Create a Campaign 2.Click the Save button 1.Select In Progress in the Status field

  27. Instructor and Student Exercise • Let’s create a campaign for called the Training Campaign (Your Initials) • Tasks • Create a new Campaign record • Enter a unique source code

  28. Campaign Recipients Recipients are CONTACT records linked to a Campaign

  29. Use the Segmentation Wizard to Load Multiple Recipients Use the Manage Segments, Refresh Segments, and Upload Segments buttons to manage the Recipient List

  30. Use the Segmentation Wizard to Load Multiple Recipients Home Page

  31. Use the Segmentation Wizard to Load Multiple Recipients New or Edit Segment

  32. Use the Segmentation Wizard to Load Multiple Recipients Upload Segment

  33. Instructor and Student Exercise • Let’s create a list of Recipients based on the fact they all have the title of “Executive”. • Tasks • Download Segmentation Wizard • Create and save a list of Recipients • Upload the Recipients to a Campaign

  34. Leads

  35. ? What is a Lead? • A Lead is an individual at a company who might show an interest in your products or services. Leads can be generated from: • Campaigns • Email or Web inquiries • Cold calls • Referrals • Third-party lists • A Lead is not a CONTACT!

  36. Accounts & Contacts • Contacts are individuals with whom you do business. The Contact record contains contact details about the individual. • Accounts may be: • Customers • Prospects • Suppliers • Partners • PR Companies

  37. Leads Overview • We will demo leads and how they are converted • Leads need to be associated with contacts • Inside sales may have already done this • Use the status fields to manage your leads • Use the My Leads list to manage the leads in your “queue” • You have the ability to see what management sees so make the system work for you • When a lead is converted, it remains in the system • Will be related to the account, contact and opportunity records • The process may differ slightly depending on your business unit and your location. • The layout you see on the Lead screen is based on your role (Healthcare and Non-Healthcare)

  38. Prospects vs. Leads • All Prospects from SFDC will be imported as Contacts in OnDemand

  39. On Demand Processes • A Lead can become a Contact through the Lead conversion process • Lead are not deleted from On Demand after Lead conversion • If a Lead exists for a Contact in On Demand, we link the Lead to the Contact record in On Demand

  40. Inside Sales Responsibilities • View / Create a Lead • View a List of Leads Assigned to Me • Change the Status of a Lead (Rejected, Archived) • Associate a Lead with an Existing Contact • Record a Call to a Lead (Activity) • Convert a Lead • Enter an Opportunity

  41. Inside Sales Responsibilities Search for a Lead View My Leads Create a Lead

  42. Inside Sales Responsibilities Archive, Reject or Convert a Lead

  43. Inside Sales Responsibilities Insure the Associated Contact field is populated if the Lead is linked to an existing Contact

  44. Inside Sales Responsibilities Link Activities to Leads to record Lead action items.

  45. Lead Contact Contact Qualification Conversion Account Account Opportunity Opportunity Leads and Other Records • Leads contain contact, account, and sales opportunity information all in one record. Leads are split into three separate records during the lead conversion process:

  46. Inside Sales Responsibilities Inside Sales updates Opportunity Forecast, Activity, Products, and Partners

  47. ? Marketing: Add One Lead to a Campaign Record Select the correct Campaign. Click the New button

  48. Instructor and Student Exercise • Enter a Lead that is linked to the Training Campaign (Your Initials) • Tasks • Enter a new lead using a movie star name • Be sure to add a fictional address as well

  49. ? Uploading Lists using a .CSV File Access the Import Tools solution to bring down importing templates, mapping fields, and import directions

  50. ? Importing Leads into On Demand-Step 1 Ensure your lead data is in the .csv format.

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