outbox and naveo crm as an important tool for optimizing the sales process @ saas day, 10.15.2014,...
DESCRIPTION
Presentation of Richard Thomas of Outbox and Bartłomiej Majchrzak of Naveo at the SaaS Day conference, 10.15.2014, Warsaw, Poland.TRANSCRIPT
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Oracle SaaS Day, Warsaw 2014
CRM as an important
tool for optimizing the
sales process
Richard Thomas
Oracle CRM Director, Outbox
Bartłomiej Majchrzak
CRM Specialist, NAVEO
– an example from
the professional services industry
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OUTBOX
COMPANY INTRODUCTION
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We are on a mission,
to help our Customers
achieve their business
goals through the
implementation of world
class CX & CRM Systems.
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Facts & Figures World class technical skills combined with
a high-integrity work ethic
Cultural fit that works for global organizations &
time-zones
Oracle Gold Partner
Specialized in Oracle Sales Cloud
2005 Outbox is
founded
+130 Completed
CRM Projects
London
Düsseldorf
Warsaw
+200 CRM Consultants
Leading
CRM Integrator
in the CEE Region
Outbox delivers for
business 1000 Person years
of experience
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Outbox Clients include top companies from Health, Finance, Manufacturing,
Communications, Services & Energy Sector.
Client References
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Session Plan
1. Modern Selling
2. The business opportunity of SaaS
3. Case study in using modern
CRM sales tools (Naveo)
4. Wrap-up
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SUCCEED IN THE
MODERN SELLING ENVIRONMENT
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TODAY’S BUYING & SELLING PROCESS
HAS CHANGED
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The way people buy has changed:
• Buyers are highly informed about your product / service and the competitive options
• Buyers no longer want to be sold to
• Buyers are 60-70% of the way through the buying cycle before they reach out to sales
• Sellers must learn to facilitate a buying process – not conduct a sales process
Today’s Buying & Selling Process
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Digital signals are key:
• Cold Calling is 3% effective • Recipients of LinkedIn Inmail are likely to respond 67% of the time • 79% of sales people achieving quota used social selling techniques; only 15% of those who didn’t use social selling achieved quota • Social selling was the #1 way for sales reps to generate their own leads in 2013
Today’s Buying & Selling Process
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Challenges for Business
Not Enough Pipeline Over 57% CSOs rate ability to incubate leads as a
major concern
Not Enough Selling Time
Only 1/3 of reps time is spent selling. Required tasks
prevent reps from selling.
Other activities include Planning, Order Processing,
Service, Admin, Travel, Lunch Breaks & Misc.
Uneven Rep
Performance
60% of sellers lack a strong understanding of their
differentiation vs. competitors
Limited Insight Deal closes are forecasted wrong 50% of the time
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THE BUSINESS OPPORTUNITY OF SAAS
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Modern Sales in the Cloud
Fast & Easy Easy to deploy, easy to use,
easy to adapt
Mobile & Productive
Complete mobility drives sales results
Insight Driven
Effective & Revenue Generating
Modern selling tools to drive performance
Collaborative
Integrated communication, coaching and team selling drive productivity
Powerful analytics optimize sales performance 1
2
4
3
5
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• Low barrier to entry – companies with limited IT
capabilities can benefit from Enterprise CRM solutions
• Companies with significant IT capabilities have the
opportunity to refocus those resources on core business
activities
• Constant benefit of the full innovation power of the
software provider - it will never become legacy
• Ease of use and mobility options drive user adoption
Advantages of deploying CRM as SaaS
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CASE STUDY
IN USING MODERN CRM TOOLS
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Liczba adwokatów i radców
prawnych wykonujących zawód w tysiącach
Źródło: dane NRA i KIRP, opracowanie Naveo Sowiński i Sęk sp.j. 2014
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26,1 27,8 29,6 31,7 33,8
12,7 13,9
15,5 17,5
19,5
2013 2014 2015 2016 2017
Radcowie prawni Adwokaci
Przybędzie 11 tys. prawników z uprawnieniami
adwokata lub radcy prawnego w ciągu 3 lat
38,8
45,1 49,2
53,3
Liczba osób
wykonujących zawód, w tys.
Źródło: opracowanie Naveo Sowiński i Sęk sp.j. 2014 na podstawie danych o liczbie aplikantów,
zdawalności egzaminów zawodowych i osób wchodzących do zawodu w latach 2010-2013
41,7
18
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Kryteria wyboru prawnika (korporacyjni)
19
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Co muszą zrobić prawnicy?
1. Zwiększyć szybkość pracy
2. Zrozumieć potrzeby biznesowe klienta
3. Wykazywać proaktywną postawę
4. Dbać o relacje na każdym etapie realizacji usługi
5. Zrozumieć KIM jest klient i CO go interesuje
6. Wiedzieć, jakie są POTRZEBY klienta
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• Specjalizacja branżowa
• Plany marketingowe
• Systemy opieki nad klientami
• Specjaliści ds. marketingu
• Badania satysfakcji klientów
• Narzędzia CRM
Jakie rozwiązania wprowadzają prawnicy?
21
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Cykl tworzenia wartości dla kancelarii
PLANOWANIE PROMOCJA
SPRZEDAŻ
OBSŁUGA
FAKTUROWANIE
CRM
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Planowanie aktywności promocyjnych i sprzedażowych
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CRM pozwala mierzyć skuteczność poszczególnych form
promocji i sprzedaży a dzięki temu planować aktywności i
alokację zasobów
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Tradycyjne narzędzia promocji
25
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Prawnik poszukujący nowych klientów nawiązuje dziesiątki
kontaktów
26
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CRM pomaga utrwalić tysiące informacji i zaplanować działania
sprzedażowe dla zakwalifikowanych kontaktów
27
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On-line marketing
28
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Prawnicy piszą blogi, tworzą listy i budują
wizerunek specjalistów wśród subskrybentów
29
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System CRM pozwala na pomiar i optymalizację skuteczności poszczególnych etapów sprzedaży,
Stopka 30
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Pozwala także zarządzać okazjami sprzedażowymi.
Stopka 31
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Oraz planować aktywności w ramach tych
okazji.
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Pomagają zarządzać sprzedażą mobilnie
Stopka 33
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…oraz mogą zawierają moduły rozliczeń.
Stopka 34
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System CRM pozwalają osiągnąć większą
skuteczność, dyscyplinę, zintegrować
i wykorzystać wiedzę
o interakcjach
Klienta z
kancelarią
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pozwalają lepiej
poznać oraz
zaspokajać
ich potrzeby
i zwiększać
satysfakcję
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WRAPPING IT UP
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KEY TAKE AWAYS
1. The way people buy has changed; the way we
sell has to change
2. Modern CRM tools are needed to optimize and
support new ways of selling effectively
3. SaaS as a delivery mechanism is an enabler
for new markets such as professional
services to take advantage of modern CRM
tools
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OUTBOX
DELIVERS
FOR BUSINESS thank you