ECC October 10 2011 CRM seminar
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Transcript of ECC October 10 2011 CRM seminar
04/11/2023 1
Welcome!sales automation specialists
October 10, 2011presents
Delivering Better Sales & Service through CRM
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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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If you own, manage or are employed by a small business, what are you currently using for marketing and sales?
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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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If you own, manage or are employed by a small business, what are you currently using for marketing and sales?
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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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If you own, manage or are employed by a small business, what are you currently using for marketing and sales?
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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 and CRM – what’s the difference?
Contact Management – software that keeps track of people you do business with & related activities
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Contact Management and CRM – what’s the difference?
Customer Relationship Management – software designed to handle every aspect of a customer’s interaction with a company. CRM includes:
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Contact Management and CRM – what’s the difference?
•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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How database helps you in your business
•Everything about your customers & prospects (should be) at your fingertips
Accessible anywhere you may be
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How database helps you in your business
•Ability to find, search & sort
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How database helps you in your business
•Ability to find, search & sort•Companies & individuals•Using “lookups” or queries•Data mining
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How database helps you in your business
•Grouping, categorization & segmenting
(for marketing purposes)
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How database helps you in your business
•Shared with others on your team – on a local area network and/or cloud
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How database helps you in your business
•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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How database helps you in your business
•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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How database helps you in your business
•It should help prevent Sales Opportunities from slipping through the cracks
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How database helps you in your business
•It should easily let you search all those notes & details
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How database helps you in your business
•It should help you build & maintain a “sales pipeline”
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How database helps you in your business
•It should help you stay on top of expiration dates:
•Policy•Contract •Warranty
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How database helps you in your business
•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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Cloud vs. Premises – Pros & Cons
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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Cloud vs. Premises – Pros & Cons
Premises-based – Pros•It’s as secure as YOU make it
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Cloud vs. Premises – Pros & Cons
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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Cloud vs. Premises – Pros & Cons
Premises-based – Cons•Costly to upgrade & migrate•Not always accessible everywhere•App is out of commission during the upgrade
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Cloud vs. Premises – Pros & Cons
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 vs. Premises – Pros & Cons
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 vs. Premises – Pros & Cons
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]
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Available on SlideShareLater today
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