CRM Blueprint #5: Glossaire

CRM Blueprint #5: Glossaire



Bonjour à tous, 

Voici le dernier volet de notre série sur les Blueprints : un glossaire pour comprendre tous les termes nécessaire à l'automatisation de votre process.

État : fait référence à chaque étape de votre processus. Par exemple : qualification, démonstration du produit, fermé gagné, fermé perdu

Transition : lien entre deux états dans un processus. Elle décrit les conditions requises pour qu'un enregistrement passe d'un état à un autre. 
Exemple : Dans le processus de clôture d'une transaction, la soumission de documents pourrait être une transition entre les états "Validé par le légal" et "Fermé gagné". 

Avant la transition : permet de choisir qui est responsable de l'exécution de la transition ainsi que les documents pour lesquels la transition sera applicable.

Propriétaires de la transition : Spécifiez les personnes responsables de l'exécution de cette Transition.

Critères : Indiquez les enregistrements pour lesquels la transition est applicable et bouton Transition apparaîtra pour ces enregistrements.
Exemple : Avant la transition de l'examen juridique à l'examen final, les responsables de la transition pourraient être le groupe "Équipe juridique". Le critère d'entrée dans la transition pourrait être "Démo du produit" est "Terminé".

Pendant la transition : Cette section précise les actions à effectuer pour achever la transition. Les utilisateurs peuvent être invités à ajouter des champs obligatoires, qui peuvent également être validés par le CRM. Vous pouvez ajouter des messages à lire par les commerciaux, et utiliser des champs de fusion pour afficher à l'écran des données provenant de CRM.
Exemple : Pendant une transition de l'examen juridique à la conclusion de l'affaire,

Après la transition : définissez les actions à automatiser à la fin de la transition.
Les actions qui peuvent être automatisées sont :
  • Envoyer un e-mail
  • Assigner une tâche
  • Mise à jour des champs
  • Webhooks
  • Fonctions personnalisées
Transition commune : pour qu'un état soit atteignable à partir de n'importe quel autre état du processus. Ainsi, elle apparaîtra dans tous les états du processus (ou dans les états de votre choix). La transition commune est idéale pour un état de sortie (état de sortie = étape finale d'un processus).

Exemple : Supposons que vous ayez 5 étapes dans le processus de conclusion d'une transaction.
Qualification > Recueil des besoins > Démonstration du produit > Examen juridique > Clôture Gagné/perdu
En général, l'examen juridique est un état qui ne peut être atteint qu'après la "démonstration du produit". Mais il peut arriver qu'un client soit déjà convaincu de votre produit et veuille aller de l'avant avec l'affaire. Dans ce cas, vous pouvez créer une transition appelée "Examen juridique" et en faire une transition commune. En conséquence, cette transition apparaîtra dans tous les états et pas nécessairement seulement après la démonstration du produit.

Processus actif : processus déjà utilisé. Vous pouvez choisir de modifier un processus actif si vous le souhaitez. 

Processus inactif : processus qui ne sont pas utilisés à ce moment-là. Vous pouvez modifier un processus inactif en fonction de vos besoins pour le réactiver ou le supprimer.

N'hésitez pas à nous partager vos astuces/conseils sur l'utilisation des Blueprint.

Bonne journée, 
L'équipe Zoho France

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