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Managing Your Working Day in Inside Sales

To CRM or not to CRM – that is the question

Most of the organizations I work with have some kind of customer database or CRM – customer relationship management system. If you do, then you should learn every aspect of it and use it in your working life. Simple.

A good CRM will allow you to track every customer contact, what you said, what they said, and your progress through your company’s sales process. CRMs can be useful for curating data such as key performance indicators – KPIs, and many have built-in calendars and email management.

If you don’t have a CRM system, buy one, rent one that’s in the cloud like Salesforce, or use the latest version of Microsoft Outlook with the CRM app. Better yet, get Office 365 for you and your team, add CRM, and you’ll be cooking on gas. If you are familiar with Outlook and the Office suite of products, your learning curve for Office 365 will be slight. I’m going to show you how you can do this and finally master time management and email.

Office 365 is an inside salesperson’s dream. Add Dynamics CRM Online and you have a perfect, intuitive solution. Your Outlook emails, tasks, and appointments can be automatically synced to your database. Your Word documents and Excel files can also be stored there. Your conversations will be marked and saved. And not just for you – but for your entire company.

There is nothing worse for a customer than when he or she calls a company and is treated like a stranger. This does not happen with a good CRM system. You and your employees share all interactions with your community in the system. You have a system integrated with social networks like Facebook and LinkedIn. You have emails, actions, notes, conversations and documents associated with every contact and account. Let’s move on to Office 365.

Use the cloud

Office 365 is in the cloud, in other words, it can be accessed from any device over the Internet. It won’t fit on the old hard drive. This means you can receive data from any device, so set them all up first. Your phone, laptop, PC, tablet. Whenever a recording is made on any device, the database is updated in the cloud in real time so that everyone can see the information from their devices.

365 Contacts

The best feature here is the merge option where you can link your social media accounts with your contacts. So when you connect with a new contact, their details are automatically transferred to your contacts along with their picture.

If you’ve developed a habit of taking pictures of people you meet with your phone, include that in your contact details. That way, when they call your mobile, their name flashes and so does their photo. A picture brings back memories much faster than text.

Emails from new contacts can be dragged into the contact field and the contact record will automatically be made with all the details gathered from the email.

365 Calendar

First, set the options to make your calendar look the way you want it to. Decide on your work week which may include Saturday, mine does. Sort the default calendar view.

Now decide on the colors for the different items. Here is my suggestion:

• Red – salary

• Blue is marketing activity

• Yellow – administration

• Green – self-development

• Orange – personal activity

Then you can immediately see if you are productive or not.

Microsoft offers a quality enterprise-grade web conferencing software platform called Skype for Business. It uses the Skype system, but is not connected to your personal Skype. It allows you to hold a web meeting with anyone or any group at the click of a button. Make sure you get this and link it to Office 365. It’s much better than GoToWebinar and more cost effective.

365 Tasks

Office 365 comes with a robust task management engine that is underutilized. Many people simply list all their tasks in one giant list, and it can be confusing.

There are several ways to transform your tasks into something more digestible. The first way is to set dates for each task – start and end dates – so that they appear at the bottom of your calendar on the appropriate day. Convenient if they need to be done that day.

I do it differently. I categorize each task so I can group them on my calendar. I find that I am more productive when I do similar tasks in clusters rather than freewheeling.

First, I am crystal clear about my goals, the projects I support and the goals I need to achieve. I’m sure you are too. With this in mind, you should be selective about whether or not you add an item to the assignment. You should only do this if it moves you forward in achieving your goals. If so, this is known as a tactical follow-up – TNA.

I have TNA for:

• TNA: Calls

• TNA: The Internet

• TNA: Do it

• TNA: Write

• TNA: Maybe someday

The latter is true; I currently have 35 items in this category and none of them are deal breakers, but the first four are what fill my calendar the most.

When a new task appears in your task list, put it as unassigned – it will automatically find its way to the top, so when you do task management, you can assign it a TNA. Use your phone to add tasks whenever you think of something or when someone gives you a task. Don’t rely on the brain to remember, it doesn’t, but the phone does. The task will move to the cloud and sync across all devices.

365 Email

The basis of all communications and one of the collection points. Soon I will tell you about the collection points. But let’s tame your email once and for all; I knew salespeople were drowning in it. Here’s how.

Please turn off the email notification feature before continuing. This has to be one of the worst distractions known to an inside salesperson.

You’re allowed to check your email regularly for important items, but it’s better to do it every couple of hours – say 9am, 12pm, 3pm and 5pm. But only for the urgent, leave the rest for later when you clean out the inbox. For a quick reminder to balance the urgent with the important, you can do no worse than Stephen Covey’s Time Management Network. Below you can see that it creates four boxes that determine whether the task should be completed, postponed, or even ignored.

If you really need to catch up on urgent email as it comes in, get yourself a Bluetooth smartwatch and inbox. I have a Microsoft Band that does this for me, it vibrates and you’re looking at a tiny screen with no access to email.

And you should clean out your inbox every day. Here’s how.

Choose a 60-minute window each day at a specific time, preferably before the end of the game. Start with the first email. Can you do it in less than 2 minutes? If so, deal with it. If it takes more than 2 minutes, put it in a task to be done at another time. You can simply drag and drop a sheet into a task area in Office 365 and it will automatically populate a task that will remain unassigned to be assigned by an SNA later.

If it’s something you don’t want, like a subscription, see if you can unsubscribe. Be ruthless with these.

If you just need to file it somewhere, just drag it to a folder on your PC where it belongs.

By wading through email this way, you’ll clean out your inbox. And it should be done every day. Trust me, you’ll feel good when you do.

Collection points

This is my term for where information and communications enter your business. Think quickly about what collection points you have. Here is my time when I first did this exercise:

• Texts

• Email

• Message

• On a tray on my desk

• desk

• Car dashboard

• Notes on my computer screen

• Unassigned tasks on my phone

• Mobile voicemail

• Landline voice mail

• Direct messaging on social networks

• WhatsApp communication

• Ideas that are stored in my brain

The goal is to reduce them, I was ruthless because the more collection points you have, the harder it becomes to keep everything under control and you will soon be overwhelmed. Here is my shortlist:

• Texts

• Email office 365

• Unassigned tasks for ideas etc.

• In the tray on my desk for all documents including mail

• A plastic folder in a briefcase for receipts, etc.

Email is king for me, so I direct everything to my inbox and since I can access it on my phone, I don’t miss a thing. All social media posts come to email, eBay notifications, everything. This means that I have a full inbox every day, but I clean it out every day.

Follow all of these and you’ll also manage your time effectively to focus on selling. I do.

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