May 24, 2021

Sales Stack: The Definitive Guide to Building a Solid and Resilient Business

The sales stack is a framework for sales and marketing. It's an ecosystem of sales-focused technologies that work together to create a cohesive sales process. When you design your stack, it’s important to think about the customer journey and how they interact with your products or services at different points along this journey.

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The sales stack is an integral part of the sales process, and it's something that every salesperson needs to be familiar with. 

It is a sales team's best friend. It can be used to manage sales processes and sales operations in an organization, or for the personal use of salespeople themselves. 

it consists primarily of CRM (customer relationship management) tools such as Salesforce, but also includes other software like email marketing platforms and messaging apps. 

What Is a Sales Stack?

This is a common question that many potential clients ask when they still don't know what to use in their business. They probably heard something about it a long time ago, but still can't explain what this offer really is. 

It  is an essential tool for salespeople to get ahead. So, let's try to understand the meaning and its benefits for both companies and their customers.

Sales Stack - This tool allows you to combine all marketing tools which are available at the company into one system which will make your work faster and more efficient. 

It can be compared with building blocks which are combined together for example for creating houses or castles. The same thing happens here, all elements are combined into one machine, several parts become responsible for different functions. 

Each part has its own role, so the operation of the whole is always smooth.

What Does Sales Stack Include?

1). Everything usually starts from an email marketing software- This offers automation, contact management and follow-up emails that are sent to your audience. 

Besides this tools have a real time tracking option that shows you which emails are more successful in terms of open rate or click rate. It's pretty simple - if some kind of subject works better than other one, you need to use it more often in future. 

All collected data help to determine what your customers want, how they think about your company or products and eventually make decisions easier with regard to target group selection.

2). Then you can add another element into the stack - landing page creator . So now you know who you are talking to, but how to direct them to your website? Landing pages are usually used for lead generation . 

They can be standalone websites or pop-ups on your current webpage. The main idea here is to collect as much information about the visitors as you possibly can. 

Most companies ask some questions like 'company size', 'job position' or some other ones so it's easier to know what kind of offers will suit their needs best.

3). Often sales stack uses CRM software that helps you manage all contacts with customers efficiently - organize correspondence , monitor behaviours and improve your customer experience by asking right questions which show you real problems they have. 

You can also use a contact management system that allows organizing different types of data, including tasks, projects and opportunities.

Usually CRM is connected to other parts of an offer, so all the information can be collected in one place. All you need to do is just log in and have access to all this data anytime you want.

The main idea here is that CRM software plays the role of a switchboard who connects everything together. 

4). You may use different forms of communication with clients - email, phone calls, chat messages or social media posts, but all these information are gathered in one system so it's easier for you to manage your business and make reports on time.

Salesforce Sales Stack

This  tool is the industry-standard tool for sales enablement. They're created by Salesforce to demonstrate how you can create custom applications on Force.com (their platform as a service). 

Currently there are 10 different apps within the stack - with each app demonstrating specific features of building applications on Salesforce.

1). Knowledge Management System- 

  • This app demonstrates ways in which companies can provide customers with relevant, up-to-date information that may be required when dealing with customer inquiries or complaints. 
  • The system provides an organized environment that companies can tailor to their specific needs, making it simple for employees to locate and share knowledge throughout the company. This feature saves time and increases productivity by having one centralized source of company information.
  • The knowledge management system is created from scratch using the standard Salesforce Force.com platform and metadata, allowing users to take advantage of Salesforce's security model, user interface, reporting capabilities and other features.
  • A full-featured application for knowledge management includes a document library with a lookup field that allows queries against a list of values. The app also provides instant access to frequently used documents or any type of file uploads directly from the Web browser. 
  • It implements JavaScript Object Notation (JSON), which is an easy means for displaying information in the browser while taking advantage of the rich functionality available in Salesforce1 Platform APIs. 
  • This app provides quick integration with external applications such as Google Docs and Box to create new content from existing files and automatically add Salesforce metadata to new files.

2). Case Management Solution-

  • Customer service support professionals within call centers use this app to manage cases, providing them with the tools they need when interacting with customers. 
  • The app features an interactive customer portal that allows customers to report issues or ask questions in real time and receive notifications about any changes made to their case. 
  • It also provides a role-based solution for managing users and assigning tasks, as well as dashboards for tracking performance and user activity. 
  • This tool enables teams across the globe to collaborate more effectively on solving customer issues in a timely manner by automating common case management procedures such as routing, escalating, closing and reporting on cases.
  • Composed of Visualforce pages, Apex code and Lightning components, this app integrates seamlessly into existing customer support solutions. It provides a dynamic experience that allows employees to quickly access information and collaborate with other users from any device on the Salesforce1 Platform.

3). Field Service Management Solution

  • Field service managers can use this app to manage everything from customer requests to dispatching technicians to completing work orders. 
  • The tool offers modern features such as GPS location tracking, instant notifications of updates and performance metrics so field service managers have real-time insight into their business operations at all times. 
  • This application uses a mobile-first approach, optimizing the user experience for sales reps who need access from the field or from remote locations. Changes made by sales reps or customers are automatically pushed back into Salesforce for quick processing.
  • The field service management tool is built on the Salesforce Platform using standard components to provide a responsive user experience across all devices, giving users access to key customer information at all times. 
  • The application also integrates with external applications such as Google Maps to display real-time location and route data in tracking and mapping dashboards.

4).  Analytics Solution

  • This solution provides managers and executives with comprehensive business analytics that help them make more informed decisions about their company's day-to-day operations.
  • It features an intuitive dashboard that compiles large amounts of data into easy-to-consume charts and graphs, allowing users to identify trends in business operations over time, understand where time is being spent and view the relationships between different kinds of business data. 
  • This app also provides custom reports that allow users to easily create ad-hoc charts and graphs with just a few clicks, as well as sophisticated statistical analysis within spreadsheets so they can conduct their own analysis on critical business metrics.
  • This analytics solution is built with standard components, but can be highly customized by developers based on specific business requirements. 
  • It supports the full range of Salesforce data types, making it easy to connect existing applications or build new ones around user-generated reports and KPIs that are immediately available for analysis in spreadsheets.


5). Partner Relationship Management Solution

  • Partner relationship management professionals use this app to research potential partners using the Web, collaborate more efficiently throughout the sales cycle and track opportunities from lead generation to closure. 
  • The application supports the lead qualification process by providing tools for researching and comparing new prospects, quickly identifying key business data so users don't miss potential opportunities and enables them to collaborate with partners on sales proposals. This solution uses the Salesforce1 Platform, taking advantage of standard components across all devices to provide quick access to new leads, track opportunity progress in real time and serve as an extensible foundation for building future partner relationship management capabilities into existing customer support solutions.
  • Sales reps can use this app to contact partners via email, phone or instant messaging directly from Salesforce. They can also view a history of communication - including phone conversations, emails sent and status updates on open applications - within the application's feed. This information is made available through the use of standard components for real-time communication, activity feeds and data sharing.

6). Service Scheduling Solution

  • Service scheduling professionals can use this application to manage service requests from customers, dispatch technicians to perform requested repairs and track the status of outstanding work orders. 
  • It features tools for managing complex service schedules so users can keep track of all scheduled service calls in their territory based on technician availability, customer location or proximity to other scheduled items. 
  • They can also set up custom rules that automatically route requests directly to technicians who are best equipped to fulfill them based on skills, equipment or available time windows. Customers get peace of mind knowing that their issues are being handled promptly with instant updates about which technicians are assigned to their jobs and when they should arrive.
  • As an administrator, you can create custom services to meet your specific business processes. 
  • For instance, create a service request when a customer requests new equipment or access to an additional workstation, schedule technicians with standard or custom shift schedules that are automatically populated based on their availability and then associate both the initial service call and any follow-up calls directly with the original service request to easily track each step of the process. 
  • This ensures complete visibility into service history so users can quickly resolve outstanding issues while providing customers with accurate status updates throughout the entire process.

7). Sales Solution

  • Sales professionals across all industries use this application to close more sales faster by gaining complete visibility into their pipeline from start to finish. 
  • Users have the ability to collaborate with entire teams from one place using tools for managing new opportunities, tasks and contacts, including lead qualification and collaboration with partners on sales proposals. 
  • In addition, they can view key business information - such as financials, competitor movements and market conditions - in order to make informed decisions about which companies are ripe for an engagement at any given time.
  • Service schedulers can use this app to update or close a completed service request, view the reason for its closure and track how quickly open requests are being resolved.

8). Business Process Automation

  • This application helps drive better business outcomes by providing a 360-degree view of your customers with complete visibility into their purchase history across multi-touch points throughout the entire customer journey. 
  • You can create new rules that trigger automated workflows based on any set of conditions you define - including specific chance events or changes in customer activity - to automatically route inquiries to your team members and guide them through the process of delivering world-class service to your clients. 
  • By simplifying traditionally manual processes, teams can focus more time and energy on building lasting relationships with existing customers while proactively reaching out to prospects who could be ready for an engagement at any given time.

9). Sales Cloud

  • Service Cloud enhances customer service by allowing you to manage all of your service requests, notifications and tasks in one centralized location so agents can focus on delivering world-class service rather than jumping between different systems throughout the day. 
  • Technicians get instant access to every piece of relevant information - including customer contact history, account records, work order details and billing history - so they are armed with all the knowledge they need to help customers quickly resolve their issues. 
  • They also have the ability to collaborate with other members of your team from within Service Cloud or while out in the field, which ensures that critical information is always up-to-date no matter who needs it most. 
  • Plus, this solution comes preloaded with common service terms, standard operating procedures and customer satisfaction survey templates to help you automate the entire service process.

10). Marketing Cloud

  • This application unifies your marketing automation suite into one complete system for managing campaigns, scaling lead generation efforts and nurturing relationships with prospects at every stage of the buying cycle. 
  • Sales reps get real-time access to company contact information so they can initiate outreach from wherever they are in the field while also accessing lists of qualified leads that have been automatically generated based on a number of factors - including previous purchase history, responses to customer satisfaction surveys and targeted events that indicate an increased likelihood of converting over time. 
  • This ensures they always have all the information necessary to stay informed about each prospect's unique needs while staying on top of high priority leads who are closer to becoming customers.

Conclusion

It can be a powerful thing. It gives you the ability to work your way up the ranks and break into larger and larger accounts with relative ease.

It helps create good relationships with clients, which will lead them to want to do business more often and deal with you instead of someone else within your company (unless of course you are the only rep they deal with).

Also, having a sales technology is an efficient way to cross sell other products and services. Once your client trusts you, it will be easier to provide them with more value-added services or products that may benefit their company.


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Himangi Lohar

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