ecc october 10 2011 crm seminar

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Welcome!sales automation specialists

October 10, 2011presents

Delivering Better Sales & Service through CRM

Copyright 2011 - sales automation specialists - All rights reserved

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Many, many thanks to:

Sybil Ege – Elgin Community CollegeInga Neuner – Elgin Community College Elgin Community College University & Business Center

Welcome to all of you!


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Let’s make this interactive – ask questions at any time!


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Every firm – B2B or B2C – needs to perform marketing and sales tactics


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Unless you’re Apple!


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In this economy – you NEED to stay in contact with your

customer baseThe phone doesn’t ring automatically


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In this economy – you NEED to stay in contact with your customer base

The phone doesn’t ring automatically

•Easiest•Effective•Efficient


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In this economy – you NEED to stay in contact with your

customer baseThe phone doesn’t ring automatically

•Easiest•Effective•Efficient

•You probably need a database!


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If you own, manage or are employed by a small business, what are you currently using for marketing and sales?


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There are “goods” and “bads” with each of these methods.However, there’re mostly a waste of time -- we’ll tell you why.


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Contact Management and CRM – what’s the difference?


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Contact Management – software that keeps track of people you do business with & related activities


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Customer Relationship Management – software designed to handle every aspect of a customer’s interaction with a company. CRM includes:


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•Order history•The sales process•Support questions (“knowledgebase”)•Marketing campaigns•Other types of marketing and sales conversations with a customer and prospect


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So, which one should I use?


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IT

DEPENDS!!!


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•The type and size of your firm•On the products and services you offer•How large your customers are•What types of marketing and sales your firm does•How much you want to spend


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For many small firms – Contact Management is more than sufficient


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What’s at the Core of a good CRM or Contact Management system?•A database•It contains – at its center – a file with basic name & address information

•Should also include web site, email, cell nbr, etc.

•Shooting out from this – a collection of related information


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Related InformationA Calendar

. . . and shared if using a local area network


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Related InformationNotes

Any pertinent and important info about this contact•Delivery/pickup times•Personal preferences•Purchase preferences•Hobbies & interests•Anything else that will help you build & maintain a good relationship


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Related InformationHistory

•Correspondence sent•Emails sent & received•Phone calls made & received•Meetings held

Essential for B2B firms with long sales cycles


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Related InformationDocuments for & about this contact

•Number-crunching spreadsheets•Quotes & proposals•PDF’s•White papers•Anything else you’ve sent this contact


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Related InformationWeb portal for Social Media

•Social Media such as Facebook, LinkedIn, Plaxo, etc. for that contact•Google maps/driving directions•Contact’s website•Contact in the news•Access to external databases such as Hoovers, Reference USA, etc.


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Related InformationOther related info

•Family & home information•Info on assistants, admin people, etc.


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How database helps you in your business

•Everything about your customers & prospects (should be) at your fingertips


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•Everything about your customers & prospects (should be) at your fingertips

Accessible anywhere you may be


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•Ability to find, search & sort


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•Ability to find, search & sort•Companies & individuals•Using “lookups” or queries•Data mining


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•Grouping, categorization & segmenting

(for marketing purposes)


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•Shared with others on your team – on a local area network and/or cloud


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•Shared with others on your team – on a local area network and/or cloud

Everyone on the team is on the same page


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•It should help you find new prospects•It should help you find who you haven’t done business with in a long time


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•It should help prevent Sales Opportunities from slipping through the cracks


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•It should easily let you search all those notes & details


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•It should help you build & maintain a “sales pipeline”


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•It should help you stay on top of expiration dates:

•Policy•Contract •Warranty


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•It should be your “right hand person” when it comes to your marketing and sales efforts


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Aspects and features of a good Contact Management or CRM app•IT’S GOT TO BE EASY TO USE!!!


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Aspects and features of a good Contact Management or CRM app•Searchability - lookups, queries, data mining, etc.


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Aspects and features of a good Contact Management or CRM app•Ability to create & run marketing campaigns using:

•U S Mail•Email •E-zines or newsletters•Drip marketing


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Aspects and features of a good Contact Management or CRM app•Sharability

•Local area network•Web•Synchronization


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Aspects and features of a good Contact Management or CRM app•Fast!!!


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Aspects and features of a good Contact Management or CRM app•Easy access, using:

•Desktop •Laptop •Tablet device •Smartphone •Web portal •Mac


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Aspects and features of a good Contact Management or CRM app•Email integration•Sales Opportunity or pipeline manager•Dashboard – a place to see things from “10,000 feet”•History of all contacts or touches•Customizable by the end user•Tech support must be reachable


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Aspects and features of a good Contact Management or CRM app•Reporting - be able to intelligently report back all the data that’s been entered


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Where is it?????Cloud or premises?


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IT DEPENDS!!!!!


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Cloud vs. Premises – Pros & Cons

Premises-based – Pros•One-time fee – until when or if you upgrade•For multiple users-sharing a common db-$200-$300 per user-5 users=$1000-$1500 - once•Cloud-based - $50-$60 per user per month = $3000-$3600/year – every year


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Premises-based – Pros•After 5 years - $15,000-$18,000 for cloud•Premises-based – one-time cost of $1000-$1500 (plus services & support)•(assuming no upgrades in 5 years)•No Internet access required for most functions•YOU own the data


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Premises-based – Pros•It’s as secure as YOU make it


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Premises-based – Cons•Potentially large capital outlay, if many users and new hardware required•App is quickly out of date•Small firms very poor at backup and security•Often requires outside help for installation & configuration


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Premises-based – Cons•Costly to upgrade & migrate•Not always accessible everywhere•App is out of commission during the upgrade


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Cloud-based – Pros•You always have the latest version•Automatically backed up•Accessible anywhere there’s Internet access•Single-user or team-oriented•Small initial capital outlay


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Cloud-based – Pros•Variety of devices can be used:

•Smartphones•Laptops•Desktops•Mac•Tablet•Old out-of-date Windows computers


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Cloud-based – Cons•More expensive – over the course of time•DITW if there’s no Internet access•Who owns the data?•Really getting backed up? Better check•Can you get your data back?•Locked into a multi-year contract?


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A Hybrid

Premises-based also cloud accessible•Sage ACT!•Goldmine•Maximizer•Sugar•Microsoft CRM


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A Hybrid

Flexibilty•Host on your own server•Inside & outside staff can both share•Outside staff shares via Internet or VPN•Outside firm can host premises-based app•Lease server space - IaaS


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Your Contact Management or CRM app can and should be as valuable

as any employee – or any other resource.

It’s an investment – not an expense.


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Thank you!


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Q & AEasy questions only!


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All about ustom wieczoreksales automation specialists [email protected]


http://www.sas-chicago.com/

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