Gender

Male

Location

Birmingham

About me

Sales & Marketing Director for Diamonds Software who develop Diamonds Studio which combines Business Process Management (BPM), Workflow, Business Rules, and Application Development in a single metadata framework to deliver solutions in private and public clouds. Translated, this means Diamonds Software delivers high quality, incredibly agile business systems at speed. In respect of customer experience management we address issues: • Sales staff using antiquated, dated and slow customer relationship management, marketing, sales, estimating, quoting, order processing and customer account systems and some in front of customers! • Systems are too rigid, not providing users what they want or need • Systems trying to make everyone work and use the same forms and processes, when some are hunters, others account managers, partner managers, order takers, etc. • Sales being forced to enter duplicate entries into differing systems • Existing systems asking for too much “required” data to be entered by sales staff • Customers request something outside of the norm and sales do not know where to look for help. • Existing systems do not allow for Sales / Account plans • Suffering from inadequate data, or poor quality data • Integration to marketing, accounting, ERP systems, web sites, extranet and e-commerce not in place • Sales processes do not distinguish between new business selling and account management • Sales processes totally out of line with individual customers buying cycles • Existing processes do not measure what is valuable to know for improve the sales process • Procedures are being executed differently, or the wrong forms are used, giving inconsistent results • Existing sales processes lack sales productivity measures • Not following regulatory process in an auditable and accountable manner • Wanting change to existing systems which can’t be done, in next release, or simply quoted a ridiculous cost or time to build. These issues can crop up anytime, anywhere in processes in dealing with a sales return or exchange, taking an order for a specific item, configuring or estimating a product rarely purchased, managing a customer dispute, getting new or changes to a legal contract, writing PQQs, ITTs, RFIs, RFPs, and tenders, cross or up selling, handing a compliant, or initiating a project or service once sold. The results of these issues are losing customers, sales, sales taking for every to close, or sales becoming too expensive and hardly worth the effort Each customer touch point is a place you can lose the sale, so each point must be purposed towards encouraging the customer to purchase. Non customer touch points that impact purchasing decisions in areas such as marketing, sales, pre and post sales, services, accounts, partners, resellers and any others, depending on what you sell, and who you sell it to, needs their effectiveness maximised without severely impacting efficiency by using as much automation. Ideally the aim of Customer Experience Management is to learn how to reach the point where customers purchase from you rather than you selling to them. This means the data collected and stored about customers should support this goal. Whatever solution you purchase must deal with all your particular scenarios across your organisation, thereby be completely capable of delivering precisely what each individual area and maybe individual wants and needs. This agility means delivering these capabilities now, improving these on a continual basis immediately, dealing with any regulation changes, new products etc. and always within budget constraints. First and foremost Diamonds Studio will give you the business, control and not have to rely or wait on IT. Control is in your court, if you want it. It means you or IT can configure Studio to do what you and all your various areas and individuals need, easily, fast, and within budget.

Website

www.diamonds-software.com

Company

Diamonds Software

Title

Sales and Marketing Director