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2006 Call Center, Marketing and Contact Management Training Summit Presented by:  Brent Leary, CRM Essentials
CRM Basics ,[object Object],[object Object],[object Object],[object Object]
A Customer… ,[object Object],The customer has all the answers…… ... and all the money… Sam Walton C.  Sam Walton B.  Gandhi A.  JC Penney D.  Fred Sanford
Do these questions hit home?   Having trouble finding  customer information quickly? Any issues sharing customer Information across the company? Are you having problems responding to customer requests? Are your customers happy with you? Are you winning deals against your competition? Are your sales folks always in the office? Are you finding enough good leads? Are you closing enough deals? Are you closing deals fast enough? Burning too much time on dead-end leads? Is the pipeline full? A lot of turnover in your sales team? Adding sales people? How’d that email campaign work for you? Lost any good customers lately?
What Is CRM? ,[object Object]
Defining CRM
Defining CRM – Building Blocks Customer Profiling Campaign Management Lead Management Opportunity Management Contact Management Activity Management Web Self Service Field Service Call Center
Customer Acquisition Process Campaigns Leads Generates Converts into Opportunities Contacts Account Forecast Feeds Into Analyzed to determine success
CRM Basics ,[object Object],[object Object],[object Object],[object Object]
Marketing Automation:  Find ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Sales & Marketing Challenges  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Lead Generation: Road to the Final Four ,[object Object],[object Object],[object Object],[object Object],[object Object]
Marketing Automation Example: Leads Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Are we willing to spend the time and money needed to win the sale?
The Hunter: Old School Lead Generation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The trend is being driven by your customers  … the Internet is THE place they go to find products & services and more importantly YOU! The Internet continues to grow in popularity among consumers searching for information about products & services … as preference for yellow pages and newspapers declines   More and more, the Internet is where YOUR customers are
Small Business Continues to Move Online Small business is evolving from just being online to  doing business online Increasingly, customers  expect  small businesses to respond  quickly!
Social Computing – Web 2.0 – Business Web ,[object Object]
Search: From Hunted to Hunter – What’s Your  GQ? ,[object Object],[object Object],[object Object],[object Object],[object Object]
AA aaa SEO + SEM + SMO = CRM! del.icio.us
Blogging + Podcasts + RSS = REACH! Blogging Podcasting RSS
Blogs give companies a human face
 
 
 
 
 
Only the Beginning…. ,[object Object],[object Object],[object Object],[object Object],Knowledgestorm survey of 3,900 B2B purchasers
CRM Basics ,[object Object],[object Object],[object Object],[object Object]
Salesforce Automation:  Catch ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Common Challenges – CRM & Contacts
Example of a Small Business Sales Cycle Marketing Collateral 10 %  Likelihood of winning Needs Analysis 20 %  Likelihood of winning Presentation 40 %  Likelihood of winning Proposal 60 %  Likelihood of winning Contract Submitted 80 %  Likelihood of winning Closed Lost Negotiation 90 %  Likelihood of winning Closed Won
Managing Sales Opps: Standardized Reports ,[object Object],[object Object],[object Object],[object Object],After  –  Sales   opportunities are defined and updated in real-time for all users to see
Sales Pipeline: Estimating When Sales Opportunities Turn into Cash ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CASH FLOW Did I get everyone’s forecast spreadsheet?  All opportunities updated? CRM application  with realtime sales opportunity updates CASH FLOW
CRM Basics ,[object Object],[object Object],[object Object],[object Object]
In general ,[object Object],[object Object],[object Object],[object Object],[object Object]
In general – cont’d ,[object Object],[object Object],[object Object],[object Object],[object Object]
CRM Timelime…. Contact Management Individual usage PC based Mobile CRM Handheld Accessible from anywhere CRM Suites SFA, MA, CSS:  Workgroup Server based Early 1990s Mid 1990s Today CRM On-demand Browser based Early 2000s
KPI’s: Key Performance Indicators ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Cost Reductions Revenue Enhancements
New tools of the trade del.icio.us
Pyramid Of Customer Loyalty
Thank You! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],For More Show Info: www.BusinessTechnologyRadio.com

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New Age Summit 2006 Presentation

  • 1. 2006 Call Center, Marketing and Contact Management Training Summit Presented by: Brent Leary, CRM Essentials
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  • 4. Do these questions hit home? Having trouble finding customer information quickly? Any issues sharing customer Information across the company? Are you having problems responding to customer requests? Are your customers happy with you? Are you winning deals against your competition? Are your sales folks always in the office? Are you finding enough good leads? Are you closing enough deals? Are you closing deals fast enough? Burning too much time on dead-end leads? Is the pipeline full? A lot of turnover in your sales team? Adding sales people? How’d that email campaign work for you? Lost any good customers lately?
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  • 7. Defining CRM – Building Blocks Customer Profiling Campaign Management Lead Management Opportunity Management Contact Management Activity Management Web Self Service Field Service Call Center
  • 8. Customer Acquisition Process Campaigns Leads Generates Converts into Opportunities Contacts Account Forecast Feeds Into Analyzed to determine success
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  • 15. The trend is being driven by your customers … the Internet is THE place they go to find products & services and more importantly YOU! The Internet continues to grow in popularity among consumers searching for information about products & services … as preference for yellow pages and newspapers declines More and more, the Internet is where YOUR customers are
  • 16. Small Business Continues to Move Online Small business is evolving from just being online to doing business online Increasingly, customers expect small businesses to respond quickly!
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  • 19. AA aaa SEO + SEM + SMO = CRM! del.icio.us
  • 20. Blogging + Podcasts + RSS = REACH! Blogging Podcasting RSS
  • 21. Blogs give companies a human face
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  • 31. Example of a Small Business Sales Cycle Marketing Collateral 10 % Likelihood of winning Needs Analysis 20 % Likelihood of winning Presentation 40 % Likelihood of winning Proposal 60 % Likelihood of winning Contract Submitted 80 % Likelihood of winning Closed Lost Negotiation 90 % Likelihood of winning Closed Won
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  • 37. CRM Timelime…. Contact Management Individual usage PC based Mobile CRM Handheld Accessible from anywhere CRM Suites SFA, MA, CSS: Workgroup Server based Early 1990s Mid 1990s Today CRM On-demand Browser based Early 2000s
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  • 39. New tools of the trade del.icio.us
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