CRM

Zero percent bounce rate on yavvy.com for well over a month

Saturday, June 22nd, 2013

Zero percent bounce rate in google analytics

 

And the small notch you see at the end (right side) was done by me! Just went and bounced off a page, to make sure its not broken!

Calendar starts from Sunday and other usability feedback from our users

Friday, June 21st, 2013

We’ve had some awesome users who’ve been kind enough to devote time and give us some amazing feedback on our product. And these are not huge changes, just those little tweaks here and there which make all the difference.

For example, Mike pointed out that informational icons on our opportunity view should be visible at all times. We on the contrary had made them appear only on-hover. Just that one change made a huge difference. Another subtle change he suggested was to tell us that calendars in most applications actually start from Sunday. (The calendar we used had started from Monday and I am sure it must have ‘felt’ different).

 

Calendar-starts-from-Sundays-or-Mondays

 

RB pointed out the concept of driver information and while I can’t elaborate too much, it should add to making the CRM-ERP even more effective. Ashish pointed out to left-to-right readability in a (funnel) flow.

In a nutshell, we’ve been busy! There is still so much that can be done to simplify the CRM-ERP software space. There is still some time before we make it as simple as “facebook”!

The four stages of a Customer relationship lifecycle

Monday, December 24th, 2012

A company engages with a customer over four broad processes. The first one being sales, second delivery, third payment and finally support. The order may change; you may skip a process, but if its customer happiness (and love) you seek, be ready to serve a four course meal.

4 stages of customer relationship

Sales Funnel

This is the first stage of your customer relationship lifecycle. In fact as my astute and observant product head points out, they aren’t even your customer at this point. Yeah? Well tell that to all those CRM companies who do this part only. Unless everybody starts calling them “Prospect Relationship Management”, we shall continue to cover this in the customer relationship management life-cycle.

This is also the stage at which you build familiarity with your customer. What do they do? What’s the problem they are facing? How can you help? It’s also the stage at which they are getting to know you. Are you capable, reliable and trustworthy? Can you fulfill their needs? Solve the problem?

In this phase, your sales team handholds your customer, answers queries, generates quotes, define scope and setup demonstrations. They arrange for referrals, negotiate price and eventually funnel the opportunity into an order.

Order or Delivery Funnel

The order ushers your customer into the second stage of the customer management lifecycle. She has placed her order, maybe even paid you a small advance and now awaits fulfillment of that order.

It could be a design project, or a new vacancy (if you are a recruiter), or an e-Commerce order; and yet the customer expectation revolve largely around one questions – When will the order be completed? In those special circumstances where the outcome may differ (IT projects in large), a second question also crops up – What?

Companies often use Project Management and ERP applications to manage the delivery. Unfortunately, these applications don’t really manage the customer engagement part.

Managing the delivery funnel is probably the trickiest (and yet the most neglected) part of customer relationship management.  Your ability to meet customer’s expectations on these two questions could influence how long this relationship may continue.

 Payment Funnel

Once the customer gets what he wanted, it’s time for you raise an invoice and ask for payment. But between the credit terms and payment delays, your billing and collections team have to work hard to ensure timely payments.

The other problem is, that usually every problem from the initial funnels, cascade down to this funnel. You had the address wrong?

You need to send reminders, track and update invoices, reconcile accounts and a lot more. In-accuracies and incorrect information could hurt your carefully cultivated relationship with your customer.

Support Funnel / Re-Sales funnels

This is where you support your customer, answer his queries, provide further services and every now and then redirect him to one of the other funnels.

Which stage is the most important

If you wish to build a company that puts the customer at the center of its universe; it is immensely important to take care of all four stages of the life-cycle. Improving one, without the other is simply akin to shifting the bottleneck from one to the other.

So the question isn’t really “Which stage is the most important” but instead “Which stage should I begin with”

Which stage should I begin with?

The one where you face the most problems. If you are losing sales and not able to close orders, go for the sales funnel; if you are failing in satisfying your customer with your deliverables, it’s the order funnel. If your cash-flows are going haywire because your customers aren’t paying on time, it’s the payment funnels. And if you are facing problems with support, go after the support funnels.

The most amazing thing is that you’d automatically start forward integrating or backward integrating your funnels.

Yavvy website gets a makeover

Wednesday, December 12th, 2012

With all of our focus on the application, we just weren’t finding time for the marketing website. We knew we had to clean up our messaging, present our ideas more succinctly and most importantly, help you discover Yavvy.

So we decided to give ourselves a little makeover, nothing big, just a quick, trim and trendy.

This is what that first revision looked like.

 

Yavvy business funnels website v0

 

The messaging was clearer and we did present the “run your business as a set of funnels” idea with sufficient clarity. Unfortunately, the presentation still seemed a little timid, conservative, guarded! We on the other hand wanted you to sink your teeth into it, feel the simplicity of the funnels. A quick trim and trendy wasn’t going to work; it was time to go under the knife.

 

So we committed our super talented (aka brutal with the knife) designer (E-Roy) full-time into this. We created our mascot, we worked hard on getting his look right and we shifted focus from the funnel-guy to the funnels wherever we had to. We even changed our logo, to more clearly espouse our identity – of being a cloud application to run business funnels.

 

The color was a challenge but we loved the blue! Unfortunately, it has been used in so many websites; we really had to find our very own shade of it. We even polka dotted it, just to make sure nobody gets confused.

 

We are not sure if we were able to pull it off. But if a picture really is worth a thousand words, Yavvy business applications page would communicate the epic vision that we are trying to realize.

BTW, this is how the website looked in its earlier avatar.

And this is what the earlier logo looked like.

Yavvy Old Logo

Let us know what you think; and if you know somebody who could benefit from Yavvy, do spread the word.

Yavvy CRM Android App – Sales tool for the mobile salesforce

Thursday, November 1st, 2012

Quite a few of our sales users actually are on the field, meeting people, answering appointments and doing their sales on the move. So we are making it easier for them and you to remain active on your sales funnel even while on the move.

Yavvy Android app is out and it’ll remind you about your meetings and follow-ups; it’ll help you record your interactions and it’ll help you find contact numbers and addresses of people you have on Yavvy CRM.

We have a big long road-map about things to come for the mobile users. Expense Management is in active development and you’ll be able to book orders as well in the subsequent version.

And did I forget to mention, there is no additional charge for the app! Go on, install it, Its available on Google Play.

https://play.google.com/store/apps/details?id=com.yavvy

Yavvy-CRM-android-app

Using milestones to build a better sales process

Tuesday, August 21st, 2012

Sam, the Head of sales came back with a simple request. How many sales opportunities had seen the product demo? He went inside his sales funnel and saw 250 opportunities in Need-Analysis stage, 150 opportunities in Give-Proposal stage but there was nothing telling him how many of those 400 opportunities were given a product demonstration.

He now went inside each of these 400 opportunities and searched for the words “Product Demo” in the comments. It would have worked but Cathy had the habit of writing “Product Demo rescheduled again” and the words showed up across 429 comments.

At the end of day, Sam downloaded all the comments into an excel and spent 4 hours reading and figuring out how many opportunities had been given a product demo.

The next day he opened up a new stage called Product Demonstration but it did not work. Opportunities would come into this stage and then exit out to the next stage. Also it disrupted the entire flow because an opportunity would suddenly ask for a second product demonstration after closing the order.

If you are facing this problem, chances are that your CRM does not support the concept of milestones. Every funnel has milestones or tollgate stages that you want to capture. They help you understand where the problem is and where the opportunity is. If 90% of all those who see the product demo convert to an order, you just need to make sure that you are able to give as many product demos as possible.

This is also the reason why we created the concept of milestones in Yavvy. Yavvy manages milestones within the workflows so that you can understand how your sales funnel in progressing over a period of time.

 

Every_sales_process_needs_to_track_milestones

Go on give it a spin on Yavvy. You’ll love it! And you can always call our friendly neighborhood Solutions Advisors should you need us to set them up for you.