Sales / Marketing

Marketing

“The aim of marketing is to know and understand the customer so well that the product or service fits him and sells itself.”

“Never forget that you only have one opportunity to make a first impression - with investors, with customers, with PR and with marketing.”

Peter Drucker: Famous Marketing Guru

The quotes above establish why it is important to hear the voice of the customer across all touch points for existing and potential customers, to establish effective communications and optimize process management when it comes to sales, marketing, business development, or CRM activities.

The ISO 9001:2015 standard requires we identify and define how we capture the stated and intended needs of the customers; how we address their requirements and how we review our internal capabilities to meet customer requirements; how information is provided to potential customers using various communication channels; and how orders and confirmations are received, reviewed or amended to set the stage for effective production and service delivery or project execution. The standard also requires an organisation to identify and manage communication during the entire customer life cycle, to define how complaints will be addressed and solved, and to state how customer perception and satisfaction will be monitored and improved.

The Marketing & Sales module of Effivity ensures you meet all these requirements in an effective, efficient and simple manner. The steps below demonstrate the capabilities of this module and show how you can comply with the requirements relevant to customer related clauses of the standard.

1. Capture customer enquiry and contact details. Set reminders for each potential business opportunity follow up.
2. Receive automatic alerts in the system when the scheduled follow up is due. Capture follow up details and discussions for each enquiry.
3. If required, review customer requirements and send them to technical teams or internal stakeholders for review. This is done to ensure the organisation has the capability to meet the requirements of the customer.
4. Update the status of enquiry as hot, cold, warm, won or lost depending on follow up and feedback received for each business opportunity.
5. Generate a work order when the status of an enquiry is changed to won so operations can start planning for production, service delivery or project execution.
6. Send predefined customer feedback to customers to capture customer feedback and perception.
7. Update the response once you get feedback from customer. The software will automatically create a graphical representation and give you statistical insights.
8. Capture customer complaints and use the Non-Conformance module to close the complaint by making the appropriate correction, performing a root cause analysis and taking corrective actions.
9. Define plan and track sales, marketing, business development and CRM objectives.
10. Procedures, forms and flow charts relating to marketing can be captured in the Documented Information module.

The comprehensive capabilities of this module enable all requirements relating to customer requirements, sales, CRM, business development and marketing to be addressed in a quick and simplified manner while ensuring 100% compliance with the ISO 9001:2015 standard. Contact us at info@effivity.com for further information or visit ISOCertification/Register.htm to subscribe to our award winning and one of a kind ISO 9001 software to manage sales and marketing operations.