Pub. 3 2013 Issue 3

16 www.azbankers.org Defined KPIs must be in place to insure opportunities are acted upon in a timely way. Manual checks and balances com- bined with process guesswork are not efficient. If a customer initiates an inquiry or a Customer Services Associate generates a new auto loan referral, time is of the essence. If action is not taken immediately, the customer will shop the loan around or rely on the dealer to provide the funding. The lead must be identified, validated and acted upon quickly to improve the chances of success. Another challenge can be inaccurate and time consuming manual tracking of sales incentive programs. Without the right processes and CRM in place, spreadsheets and emails can be used, creating the need for additional validation by Management before incentives can be paid. Because of that, incentives can be paid out incorrectly, resulting in unneces- sary costs to the Credit Unions. Accuracy, automation and speed are all critical in the process, and so having the right CRM and process makes incentive program tracking easier and virtually flawless. Successful implementation of CRM is a crucial step for competitive advantage. Optimizing sales, service and market- ing strategies through CRM enables an organization to know customers and build a stronger relationship. Strategies of retention, growth, acquisition and cost management can be executed, automated, tracked and reported from the front line through executives. With today’s CRM, service and selling processes become seamlessly automated and strategies, goals and expectations of the team and organization are bundled together in a user-friendly package. Z Q CRM — continued from page 15 GoNet helps banks and credit unions translate strategy into ac Ɵ ons through technol- ogy. Know more, grow more™. For more informa Ɵ on please contact Tom Roberts, Director of US Opera Ɵ ons GoNet USA. Phone: 866-222-0194/480-282-3318. E-mail: tom.roberts@gonetusa.com. www.gonetusa.com . Successful implementa Ɵ on of CRM is a crucial step for compe ƟƟ ve advantage. Results. Relationships. Reputation. Our full range of legal services includes: • Lending • Financing • Loans • Creditors’ Rights • Bankruptcy • Receiverships • Loan Sales • Lender Liability ONE E.WASHINGTON, SUITE 1600 PHOENIX, ARIZONA 85004-2553 602.257.7422 • www.gustlaw.com ONE S. CHURCH AVE. SUITE 1900 TUCSON, ARIZONA 85701-1627 520.628.7070 • www.gustlaw.com Providing Experienced Legal Counsel for Banks & Financial Institutions