Session 3. CRM and Business Follow up

Question 1

What is SLA?

Answer 1

Service Level Agreement

Question 2

SLA examples

Answer 2

Business user
Decision maker
Economic buyer
Economic decision maker
Evaluator
Executive sponsors
Influencer
Technical buyer

Question 3

How many steps of the Account Management Hierarchy structure are?

Answer 3

Three steps

Question 4

What is step 1?

Answer 4

Check on national scope
Check on local sites

Question 5

What is step 2?

Answer 5

Exist | check infos & update
No info | create

Question 6

What is step 3?

Answer 6

Organize the structure
From the national account to local branches

Question 7

How to structure a national account?

Answer 7

Check all shops of your scope
Local managers should update info from the shops they’re responsible for

Question 8

How to structure a BTB global account including subsidiaries per country?

Answer 8

1. Organize branches (same group, per head office, countries, cities)
2. Make sure each branch belongs to the contract
3. Permit data collection with no doublon
4. KPI follow up

Question 9

Tips to prepare hierarchy

Answer 9

• Check if your clients per account already exists
• Update info /create a new plug
• Check if there is any account locally (B2B)
• Contact with your counterparts
• Organize a CRM hierarchy

Counterparts should plug their local contact (on national or international)

Question 10

TIPS: What CRM tool should be checked?

Answer 10

Client account
Client historic
Client need for updating

Question 11

TIPS: Which CRM tree structure are?

Answer 11

1. International (Eg. Berluti World)
2. National (Eg. Berluti France)
3. Local (Eg. Berluti Paris)