Customer-Centric Business Operations Training
Customer-Centric Business Operations Training was created for rapidly growing customer-centric Canadian businesses interested to establish unified sales and customer service procedures and standards.
Customer-Centric Business Operations Training is a hands-on training framework that increases team productivity, cuts operational costs, and leads to additional revenue generation. All the employees involved in the sales operations, delivery, and customer service processes are required to accomplish the training to fulfill their responsibilities at the desired company standard.
The training is based on hands-on examples using one of the recommended business automation platforms.
Customer-Centric Business Operations Training Structure
Customer-Centric Business Operations Training is a trainer-led and module-based Zoho training. Modules need to be accomplished in sequential order. A fair amount of time is dedicated to the hands-on exercises with the system, validating knowledge absorption level, and individual and group-based support.
Customer-Centric Business Operations Training Modules
Module 1. Unified Sales Process
Main lead generation channels and their relative value
Stages in the sales process and their influence on the pipeline progression
Hands-on CRM practice: using standard modules, their functionality and connectivity
Module 2. Standard Customer Communications
Transactional email communication vs. sales-led multi-channel communication
Omni-channel vs multi-channel
Automated communications, trigger types
Communications management and monitoring
Hands-on CRM, Transactional and Sales communications practice: using default communication templates for outreach, follow-up and documentation
Module 3. Invoicing Procedures as part of the sales process
Accurate estimate provisioning and revisions
Estimates conversion to the invoice
The trusted invoice approval process
Hands-on CRM and Invoicing solution practice.
Module 4. Payment rules
Choice of payment methods based on the system defaults
Optimizing payment terms
Payments tracking and reporting
Hands-on CRM and Payment solution practice.
Module 5. Client data management
Client data management architecture and best practice: drive folders structure, naming conventions, required materials, checklists, etc.
Data lost prevention – basic standards
Hands-on Shared Drive and CRM practice:
Client folders creation
Coaching clients to upload their materials to the drive
Mapping client folders to client records in CRM
Module 6. Sales Performance Reporting
Individual performance KPIs
Cross- and up-sale potential
Hands-on Reporting and CRM practice:
Pre-defined reports in CRM
Custom reports in CRM
Module 7. Order Fulfillment Essentials
Order production stages
Assignment of tasks for execution
Order sign-off process
SLAs and their tracking
Order documentation and its storage
Hands-on CRM practice:
Hand-off to production process and tasks
Progress and SLA reporting
Order sign-off in the system
Module 8. Supply Chain Management Basics
Know your suppliers
Working with multiple suppliers
Batch order management
Order tracking and documentation
Hands-on CRM and Inventory Management solution practice:
Suppliers and their attributes
Order approval and PO
Module 9. Inventory Management Basics
Orders storage and classification
Roles and responsibilities
Order documentation in the system
Quality control procedures
Hands-on Inventory Management solution practice:
Order log and registration
Quality control checklist
Module 10. Logistics Operations and SLAs Management
Know your shipping providers
Working with multiple vendors
Transactional and personal customer communications
Hands-on Delivery Management solution practice:
Order status and tracking
Closing the order in the system
Module 11. Determining Profitability Reports
Annual profitability goals
Quarterly and monthly profitability targets vs. actual
Hands-on CRM Reporting practice.
At the end of the program, each attendee will receive a Certificate of Completion.
Total program hours: 250
Total program cost per user: CAD$12,000 + HST
To inquire more information about Customer-Centric Business Operations Training please contact us.