CRM Priorities

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CRM Priorities by Mind Map: CRM Priorities

1. Contact Management

1.1. 360 degree view of customers

1.1.1. Agencies they work with

1.1.1.1. Produce a more user friendly representation on the account form

1.1.1.1.1. Sepearate versions for advertisers and agencies and none for the other account types

1.1.1.2. Produce a dashboard for higher level view of this information

1.1.2. $$ they spend on OOH

1.1.3. $$ they spend with oOh!

1.1.4. Active times of the year

1.1.4.1. # of opportunities per month

1.1.4.1.1. Dashboard that shows most active advertisers for particular months

1.1.4.1.2. # of opps. breakdown per account displayed on the account form for advertisers and agencies

1.1.5. Down times of the year (so we can offer alternative ways to them)

1.1.5.1. Dashboard that shows least active advertisers for particular months

1.1.5.2. # of opps. breakdown per account displayed on the account form for advertisers and agencies

1.1.6. Revenue per opportunity in average

1.1.6.1. Bring in from Signz the final revenue figures per opportuntiy and produce an average revenue figure based on the # of opps for advertisres and agencies

1.1.7. Key Contacts

1.1.7.1. Key contacts, decision makers

1.1.7.2. Key oOh! staff for this customer

1.1.7.3. Key 3rd party (influential) people on this customer

1.1.8. # of opportunities per month/per year

1.1.9. Our yearly target for this customer

1.1.10. Our progress against the target for this customer

1.2. Activity history

1.2.1. # of activities for this customer

1.2.2. Types of activities for this customer

1.2.3. Parties of the activities (from both oOh!, customer and 3rd party)

1.2.4. Content of activities (how productive are our meetings, etc.)

1.2.5. Building a corporate memory (no more hunting for copies of emails others sent, Cc'ing 20 people just in case)

1.3. Key contacts

1.4. Customer communications

1.5. Internal discussions

1.5.1. Notes

1.5.2. Internal activities

1.5.2.1. Predefined processes and process flow

1.5.2.2. Planning tasks

2. Opportunity and Lead Management

2.1. Monitoring Opportunities

2.1.1. # of opportunities

2.1.1.1. Per week

2.1.1.2. Per lunar

2.1.1.3. Per month

2.1.1.4. Per quarter

2.1.1.5. Per year

2.1.1.6. Per sales rep

2.1.1.7. Per region

2.1.2. Win/Lose Rate

2.1.2.1. Per team (Direct/ Agency)

2.1.2.2. Per region

2.1.2.3. Per sales rep

2.1.3. Cost of opportunity

2.1.3.1. Cost of won opportunity

2.1.3.2. Cost of lost opportunity

2.1.4. Revenue produced

2.1.4.1. Per opportunity

2.1.4.2. Per region

2.1.4.3. Per team

2.1.4.4. Per sales rep

2.2. Managing Opportunities

2.2.1. Agency performance

2.2.1.1. # of opportunities per agency

2.2.1.2. Revenue generated per agency

2.2.1.3. Cost of maintaining relationship with agencies vs. revenue

2.2.1.4. # of advertisers represented per agency

2.3. Monitoring Leads

2.3.1. # of leads

2.3.1.1. Per week

2.3.1.2. Per lunar

2.3.1.3. Per month

2.3.1.4. Per quarter

2.3.1.5. Per year

2.3.1.6. Per sales rep

2.3.1.7. Per region

2.3.2. Qualify/ Disqualify Rate

2.3.2.1. Per region

2.3.2.2. Per sales rep

2.4. Managing Leads

2.4.1. Effort required to generate leads

2.4.1.1. $$

2.4.1.2. Time

2.4.2. Lead sources

2.4.2.1. # of leads per lead source

2.4.2.2. Cost of lead source vs. revenue generation

3. Sales Forecasting

3.1. Sales pipeline

3.2. Sales stage per opportunity

3.3. Win/ Lose rate

4. Reports and Dashboards

5. Email Integration

6. Change Management

6.1. Change management plan

6.1.1. PMO

6.1.2. Change log

6.2. Communications plan

7. Governance

7.1. Maintenance of customer data

7.2. Hygiene of customer data

8. RADR

8.1. Display select outcomes in CRM dashboards and record forms

9. Mobile CRM

10. Marketing

10.1. Marketo

10.1.1. Integration

10.1.1.1. Contacts to be synced to Marketo

10.1.1.2. # of contacts (due to Marketo pricing)

10.1.2. Governance

10.1.3. Training

10.1.4. Change managment