These days, you need every recession-proofing idea to thrive in this economy.Learn how companies using CRM effectively can outperform those that don’t by 44%.
4. Why are you here today?
1. Not using a CRM system and want
to see if it can improve my
business
2. Have a CRM system, but not using
it effectively
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5. Start by Asking Yourself…
How is the economy affecting your business? Is it
different than “business as usual”?
What are 3 key areas of your business that you can
improve to maintain and grow your top & bottom
line? For example:
i. Customer satisfaction & loyalty
ii. Incremental revenue from customers
iii. Improve win ratio against competitors
iv. Increase response on marketing campaigns
v. Increase qualified leads
vi. Improve channel performance
vii. Significantly improve staff productivity and output
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6. Then Set Your Goals, Monitor
Progress: Dashboards, Alerts,
Reports
Specific, measureable
Health check =
Dashboards
Critical issues = Alerts
Detailed info = Reports
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7. Be in the Driver’s Seat of Your
Business…
Dashboard: ongoing monitoring: speedometer,
odometer
Alerts: notifications that require action:
maintenance, low oil, low gas, door ajar
Reports: detailed information: mechanic diagnostic
reports
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8. Example 1: Customer Loyalty &
Revenue
Why? Because your customers are more likely to
spend with you than new prospects
How?
Improve customer service
Marketing more effectively back to customers
Measured by:
Resolution to customer issues within X hours/days
Additional revenue from customers
Alerted in real-time for:
Service cases (from key customers) overdue
Customer deals at 75% in sales cycle
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9. Example 2: Increase Wins with
New Prospects
Why? Can’t grow business on existing customers
alone; Finite # of leads
How?
Increase # qualified leads (prospect nurturing)
Improve win ratio
Measured by:
# Qualified leads
Win/loss ratios (based on competitor, rep or other)
Alerted in real-time for:
Leads not followed up
New deals entered for X$ against X competitor
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10. 3 Requirements to Stimulating
Your Business
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11. Case: Production Automation
Manufacturer
Background:
Market: Production Automation solutions for Manufacturers
Sales cycle: 2 weeks to 5 years
Business Goal:
Improve customer service & loyalty
Improve sales win ratios
Business Challenges:
No access to central customer information or issues
Manual compiling of Excel spreadsheets for sales reports
Inability to understand customer profitability, sales rep
performance weaknesses, win/loss
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12. Case Solution: Production
Automation Manufacturer
Consolidated accounts, sales deals/forecasts, and
service cases into central system
Enabled account managers to see status of service
cases before meeting with clients
Migrated former Excel templates into CRM system for
sales deal tracking
Enabled managers to see information to:
Pipeline reports for revenue per month by various criteria
to see ]underperforming areas of business by region,
product sales rep and more.
Understand sales cycles by rep from inception to close
Provide sales coaching to improve sales cycle
management
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16. Case Results
Improved management insight into sales
performance
Enabled managers to identify critical areas for
coaching
Enabled sales staff insight into service issues
Improved service case resolution by improving
efficiencies and visibility into status of cases
Improved sales win ratios by understanding
competitors, identifying sales process improvement
opportunities
Increased sales by identifying & focusing on most
profitable products and customers
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20. Alert Email:
•Leads not
followed-up
(example)
• Lead details
• Sales rep assigned
• Date lead entered
• # of days since follow-
up
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21. Thank you!
Angie Hirata
Worldwide Director, Marketing & Business Development
Find Us on: Twitter | YouTube | Blogs
1-800-804-6299
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