Background
Saïd Business School is part of The University of Oxford. Part of their high-quality offering is providing Open Programme Executive training for leaders
across the world.
The Challenge
The Saïd Business School had invested in a market-leading CRM and implemented it across all departments.
Priddey Marketing was approached by the Director of Open Programmes, Marketing Director and Project Lead. They felt the CRM was not sufficiently saving the internal Open Programmes team time and was not streamlining their workloads. Their objective when purchasing the CRM was to reduce time spent on administrative tasks, enabling staff to use their time on more productive and higher-value activities.
Priddey Marketing was asked to evaluate the usage and identify where the problems lay as well as assess the sales process in general and make recommendations for improving the sales process.
Approach
The process started with discovery sessions with the senior team to understand the perceived issues, requirements and sales processes. Then all sixteen members of the Open Programmes and marketing teams were interviewed and carefully observed. They were asked to provide feedback on how they used and would like to use the system, and about their current sales process.
Following this observation process, Priddey Marketing presented an extensive written report which outlined the problems with detailed recommendations for immediate and longer-term improvements.
Examples included:
- A recommended set of guidelines for consistency of data input.
- Recommendations on how to control duplication.
- Improving the interface between the website and the CRM to reduce low-value activities and other opportunities for automation.
- Tweaks to reduce or avoid the creation of offline activities, such as paper reports.
- Cross-team training and debriefing sessions to centralise key sales activities and information-share.
Result
The report was presented to the senior team, and then the Open Programmes team for review and comment. An executive summary of the report was produced for communication at the senior level. It was so well-received that it resulted in further work in the form of workshop facilitation to align sales processes leading to overall sales process improvement.
Su provided us with extremely useful and actionable points to improve our approach and define a way forward. Her approach was, and always is, highly
Sam Birkett, Marketing Director
professional yet very affable; delivering results in the best way.
For more information on how we can help improve your sales process, please contact us