Sponsored by:   7 Essential Tips to Boost     Sales Results in 2013
About Leads360 – Market leader in intelligent sales software – Sales automation + integrated dialer +   conversion insight...
3About the Research Findings                                  Top Performers: Respondents that achieved                   ...
Agenda• Challenges with CRM• 7 Tips Based on Top  Performers• Scorecard to Identify Low  Hanging Fruit                    ...
Top Challenges with CRM in 2012                      Top Challenges in 2012                               Top Performers D...
7 Sales Optimization Resolutions for2013                   #CRM2013
Scorecard for Low Hanging Fruit     Sales Resolutions for 2013                                                   RANKING  ...
How Does yourorganization currently        rank? 1 = Needs a lot of work.       5=       We’re doing pretty good.       ...
9
Sales Acquisition Processes HaveChanged   1 TO MANY DIALOGSALESPERSON          DECISION MAKERS                            ...
Sales Acquisition Processes HaveChanged   1 TO MANY DIALOG         1:1 CONVERSATIONS   HAPPY / UNHAPPY                    ...
Shifting Consumer Demographics                  Need Visibility into Customer                   Behavior                 ...
Social + CRM = Not Disruptive to SalesProcessIn your opinion, has Social Media impacted  your sales process?      Signific...
But… Social Media is Widely Adopted bySalesDo you use social media to monitor or keep in touch with prospects and customer...
Implications: Value Added Engagement  Marketing                   Sales                  Service                          ...
Implications: Value Added Engagement• Monitor the web to inject yourself into critical  conversations.   – Use Google News...
1   2   3   4   5 1. Value Added Engagement1 = Needs a lot of work.               5=      We’re doing pretty good.      ...
18
Lead Generation Classifications            Leads            Prospects          Customers     An inquiry into a   A qualifi...
Customer Lifecycle Documented?  80%  70%               68%  60%  50%  40%  30%                                            ...
Mapped to the Customer Lifecycle         Leads             Prospects       Customers                      Customer Lifecyc...
Buying Cycle vs. Sales Cycle                            Customer Lifecycle         Buying Cycle               Sales Cycle ...
Implications: Document & Educate1. Engage your target audience   differently at different stages in the   customer lifecyc...
1   2   3   4   5 2. Understanding the Customer Lifecycle1 = Needs a lot of work.                             5=      We...
25
Sales Engagement• CRM isn’t one size fits all• Does CRM really meet the  needs of your entire sales team?• How much should...
Embrace the Differences Inside Sales            Enterprise Sales • Rapid turnaround      • Working leads for • Numbers gam...
Top Performers Use CRM &…         CRM Technology               CRM Technology + …         Enterprise Sales             Ins...
Managing the Customer Experience PROSPECTS                                     Marketing • Educate                        ...
Implications• Does CRM really address the inside sales  process?  – Remove the guesswork – add metrics that matter     • C...
1   2   3   4   5 3. CRM Addresses Early Stage Engagement1 = Needs a lot of work.                                 5=    ...
32
Deliver a Consistent CustomerExperienceTop 3 ChallengeIntegrating CRM with other company sales and marketing          MARK...
Technology Enablers              *38%            *29%                                                 *Percentage of Top  ...
Making Sense of Technologies                 #CRM2013
Sales Technology Value Chain      Sales Technology Landscapes?                  #CRM2013
Sales Technology Value Chain      Sales Technology Landscape?                 Sales   Marketing                   Service ...
Sales Technology Categories                                                                                               ...
Implications• Today, CRM alone can’t support the  customer experience.• Technology exists to make best practices  repeatab...
1   2   3   4   54. Understanding Enabling Technologies1 = Needs a lot of work.                               5=      We...
41
50% of leads will not buy in the short-term but arelikely to buy in the future.                               42
Use of Lead Nurturing    Using Lead Nurturing    Not Using Lead Nurturing                                    Top Performer...
Engage all opportunities• Top Performers are 8x more likely than  Everyone Else to allow salespeople to route  leads back ...
Implications• Look for opportunities to plug the holes in  the pipeline – particularly in inside sales  – Empower sales to...
1   2   3   4   5 5. Plug the Holes in the Pipeline1 = Needs a lot of work.                           5=      We’re doin...
47
Most Popular Metrics for Measuring CRM                 Metrics Used to Measure Success (Top Performers)                   ...
Best Practices• 8 out of 10 Top Performers rely exclusively  on CRM or Analytics Dashboards for  calculating metrics  – Sp...
ImplicationsAutomation “non-traditional” but critical to performance:  • Speed-to-Call  • Speed-to-Contact  • Contact rate...
1   2   3   4   5 6. Automate Measurement and Metrics1 = Needs a lot of work.                             5=      We’re ...
52
Top 10 Challenges• Modify the platform to fit the companies  sales process?• Modify the sales process to fit the platform?...
Focus on Processes Lead to DesiredResults• Results are a byproduct of processes• Top Performers rank process optimization ...
Implications• Did your organization change process to fit  with the CRM tool? Is that working?• Are there legacy processes...
1   2   3   4   57. Link Process to Desired Outcomes1 = Needs a lot of work.                            5=      We’re do...
Key Takeaways: Things to do… TODAY!     Sales Resolutions for 2013                                                   RANKI...
Additional Resources on the Topic Deep Dive How Top Performing Sales Leaders Overcome a Stagnating Pipeline: Why your CRM ...
More Resources on www.gleanster.com                            • 1000s of Resources                            • Videos   ...
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7 Essential Tips to Boost Sales Results in 2013

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Find out how Top Performing sales teams are maximizing success in 2013. Based on the experiences of 300+ organizations.

http://www.gleanster.com/reports/reports/top-performing-tactics-for-overcoming-a-stagnating-sales-pipeline

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  • Inside SalesHigh-touch, phone based B2B and B2C sellingRemote or Virtual SalesIndirect SalesChannel SalesThe term “Inside Sales” originally came about in the late 1980s as an attempt to differentiate “Telemarketing” (or “Telesales in the UK) from the more complex, “high-touch,” phone-based business-to-business (B2B) and business-to-consumer (B2C) selling practices.
  • The vast majority of organizations have yet to utilize lead nurturing. Most of the companies that use Lead Nurturing are Top Performers Over a third of companies are not top performers and still utilize lead nurturing, suggesting they may be able to optimize existing nurture campaigns to extract more value from lead nurturing
  • Transcript of "7 Essential Tips to Boost Sales Results in 2013"

    1. 1. Sponsored by: 7 Essential Tips to Boost Sales Results in 2013
    2. 2. About Leads360 – Market leader in intelligent sales software – Sales automation + integrated dialer + conversion insights – Help you boost revenue and productivity – Integrated with leading CRMs & third party solutions John Reese VP Marketing, Leads360 – One of the nation’s fastest growing tech co’s @Leads360 #CRM2013
    3. 3. 3About the Research Findings Top Performers: Respondents that achieved Top Quartile performance in key KPI’s Everyone Else: Everyone Else TODAY’S STATSTotal survey responses: 1045 2012 iCRM State of Digital Aug. 2012 Engagement n= 198 Sept. 2012 n= 847 Performance in: REVENUE ROMI CONVERSION RATE #CRM2013
    4. 4. Agenda• Challenges with CRM• 7 Tips Based on Top Performers• Scorecard to Identify Low Hanging Fruit #CRM2013 4
    5. 5. Top Challenges with CRM in 2012 Top Challenges in 2012 Top Performers Driving sale personnel adoption 78% Ensuring data credibility 64% Integrating the platform with other company sales and 52% marketing software/systems Modifying the platform to fit the 47% companys sales process * 2012 iCRM Survey n= 198 #CRM2013 5
    6. 6. 7 Sales Optimization Resolutions for2013 #CRM2013
    7. 7. Scorecard for Low Hanging Fruit Sales Resolutions for 2013 RANKING 1 2 3 4 5 1. Value Added Engagement 2. Understanding the Customer Lifecycle 3. CRM Addresses Early Stage Engagement 4. Understanding Enabling Technologies 5. Plug the Holes in the Pipeline 6. Automate Measurement and Metrics 7. Link Process to Desired Outcomes #CRM2013
    8. 8. How Does yourorganization currently rank? 1 = Needs a lot of work.  5= We’re doing pretty good. #CRM2013
    9. 9. 9
    10. 10. Sales Acquisition Processes HaveChanged 1 TO MANY DIALOGSALESPERSON DECISION MAKERS #CRM2013 10
    11. 11. Sales Acquisition Processes HaveChanged 1 TO MANY DIALOG 1:1 CONVERSATIONS HAPPY / UNHAPPY CUSTOMERSSALESPERSON DECISION MAKERSSALESPERSON DECISION MAKERS COLLEAGUES FRIENDS / FAMILY COMPETITORS #CRM2013 11
    12. 12. Shifting Consumer Demographics  Need Visibility into Customer Behavior  Managing Communication Fatigue  Compelling & Personal Reasons to Reach Out  Emerging Channels  Automated Alerts #CRM2013
    13. 13. Social + CRM = Not Disruptive to SalesProcessIn your opinion, has Social Media impacted your sales process? Significantly 12% Somewhat 34% Not at All 35% Cant Say 19% 0% 10% 20% 30% 40% * Gleanster iCRM Survey September 2012, Title: Sal #CRM2013 13
    14. 14. But… Social Media is Widely Adopted bySalesDo you use social media to monitor or keep in touch with prospects and customers? Title: Sales 11% Yes No 89% * Gleanster iCRM Survey September 2011, Title: Sal #CRM2013 14
    15. 15. Implications: Value Added Engagement Marketing Sales Service • Humor Entertain • Emotion • Targeted • Personalized • Intimate Enrich • Earn a conversation Engage • Tailor messaging • Educate buyers • Trusted advisor #CRM2013
    16. 16. Implications: Value Added Engagement• Monitor the web to inject yourself into critical conversations. – Use Google News Alerts to trigger better conversations with your accounts – Answers on LinkedIn Q&A could be referenced years later• Earn a conversation with prospects – Answer questions online – Use social media to learn about prospects – Develop target personas• Top Performers automate engagement with nurturing and scoring to flow educated and qualified opportunities to the sales team – Quantify and share what defines a “good” sales conversation #CRM2013
    17. 17. 1 2 3 4 5 1. Value Added Engagement1 = Needs a lot of work.  5= We’re doing pretty good. 17
    18. 18. 18
    19. 19. Lead Generation Classifications Leads Prospects Customers An inquiry into a A qualified A person or product, a decision making organization that potential individual with has purchased prospect. budget and goods or authority to services. Expressed influence a sale. interest in solving a problem. Will your definition be the same as resources in Marketing or Customer Service? #CRM2013 19
    20. 20. Customer Lifecycle Documented? 80% 70% 68% 60% 50% 40% 30% 23% 20% 10% Top Performers Everyone Else 0% Sales has formal understanding of the customer journey - Marketing, Sales, Service (Yes) Top Performers Everyone Else * 2012 iCRM Survey n= 198 #CRM2013
    21. 21. Mapped to the Customer Lifecycle Leads Prospects Customers Customer Lifecycle Buying Cycle Sales Cycle Service #CRM2013 21
    22. 22. Buying Cycle vs. Sales Cycle Customer Lifecycle Buying Cycle Sales Cycle Service When the prospect Inquiry. Sales Accepted Lead (SAL) purchases they become a (Unknown buying intent) = Prospect customer , requiring ongoing service and support. Customers can Marketing Qualified Leads Sales Qualified Lead also be nurtured to (MQL). (SQL) = Valid Opportunity encourage up-selling and cross-selling. Leads Prospects Customers #CRM2013 22
    23. 23. Implications: Document & Educate1. Engage your target audience differently at different stages in the customer lifecycle2. Sales needs visibility into what stage contacts might be in (within CRM).3. Alert Sales of relevant changes in behavior (automate and standardize with technology)  Lead Routing  Lead Alerts #CRM2013
    24. 24. 1 2 3 4 5 2. Understanding the Customer Lifecycle1 = Needs a lot of work.  5= We’re doing pretty good. 24
    25. 25. 25
    26. 26. Sales Engagement• CRM isn’t one size fits all• Does CRM really meet the needs of your entire sales team?• How much should it be customized? #CRM2013 26
    27. 27. Embrace the Differences Inside Sales Enterprise Sales • Rapid turnaround • Working leads for • Numbers game months or years • Key • Handful of – Productivity opportunities – Discipline • Key – Consistency – Relationships – Measurement – Often face-to-face 27 #CRM2013
    28. 28. Top Performers Use CRM &… CRM Technology CRM Technology + … Enterprise Sales Inside Sales  Contact Management  Contact Management  Account Management  Account Management  Territory Management  Territory Management  Opportunity Management  Opportunity Management  A Few Quality Leads  High Volume of Leads  Lead Routing  Prescriptive Selling  Call Scripts  Workflow  Telephony Integration #CRM2013
    29. 29. Managing the Customer Experience PROSPECTS Marketing • Educate Technology • Advise • Build Trust SFA & CRM Sales Optimization CUSTOMERS • Quality products & services • Drive up-selling Finance & ERP • Drive cross-selling • Drive advocacy • Drive lifetime customer value Customer Service #CRM2013 29
    30. 30. Implications• Does CRM really address the inside sales process? – Remove the guesswork – add metrics that matter • Contact Rate/Ratio, % of Correct Contacts – Make optimal processes consistent and efficient – Reduce time spent trying to figure out who to call• How is CRM being used at your organization? – Capturing too much information – Capturing information that could be used against sales – Customized to augment sales processes #CRM2013
    31. 31. 1 2 3 4 5 3. CRM Addresses Early Stage Engagement1 = Needs a lot of work.  5= We’re doing pretty good. 31
    32. 32. 32
    33. 33. Deliver a Consistent CustomerExperienceTop 3 ChallengeIntegrating CRM with other company sales and marketing MARKETING Lots of different SALES Contact = technologies! Opportunity Pipeline SERVICE FCST CRM Customer Relationship Management #CRM2013 33
    34. 34. Technology Enablers *38% *29% *Percentage of Top Performers that integrate technology with CRM *58% *46% DATA WAREHOUS E Other Channels (Less frequently integrated) DIRECT MAIL DIGITAL SIGNAGE MOBILE BUSINESS FULFILLMENT INTELLIGENCE MARKETING SOLUTION DIGITAL SIGNAGE WEB CONTENT MANAGEMENT DIGITAL ASSET MANAGEMENT #CRM2013 34
    35. 35. Making Sense of Technologies #CRM2013
    36. 36. Sales Technology Value Chain Sales Technology Landscapes? #CRM2013
    37. 37. Sales Technology Value Chain Sales Technology Landscape? Sales Marketing Service #CRM2013
    38. 38. Sales Technology Categories CUSTOMER SERVICE Customer Relationship ManagementMARKETING Salesforce Automation SALES SALES SALES EFFECTIVENESS ENABLEMENT PERFORMANCE MANAGEMENT Configure Sales Price Quote Intelligence Learning Sales Incentive Mgmt Coaching Talent Sales Sales Comp. Mgmt Analytics Optimization Sales Portal Mgmt #CRM2013
    39. 39. Implications• Today, CRM alone can’t support the customer experience.• Technology exists to make best practices repeatable and templatized- use it!• On-Demand makes all sales technology accessible and affordable for any size organization. #CRM2013
    40. 40. 1 2 3 4 54. Understanding Enabling Technologies1 = Needs a lot of work.  5= We’re doing pretty good. 40
    41. 41. 41
    42. 42. 50% of leads will not buy in the short-term but arelikely to buy in the future. 42
    43. 43. Use of Lead Nurturing Using Lead Nurturing Not Using Lead Nurturing Top Performers Everyone Else 78% 22% 61% 39% #CRM2013 43
    44. 44. Engage all opportunities• Top Performers are 8x more likely than Everyone Else to allow salespeople to route leads back to nurture marketing campaigns from within CRM. – BUT, only 19% of Top Performers had this ability $ $ $ Sales Qualified opportunities not yet ready to buy. $ $ $ #CRM2013
    45. 45. Implications• Look for opportunities to plug the holes in the pipeline – particularly in inside sales – Empower sales to send templated marketing emails (that can be customized)• Focus on cross-selling and up-selling the same way you focus on customer acquisition as an organization – The key to successful inside sales is “relationships” #CRM2013
    46. 46. 1 2 3 4 5 5. Plug the Holes in the Pipeline1 = Needs a lot of work.  5= We’re doing pretty good. 46
    47. 47. 47
    48. 48. Most Popular Metrics for Measuring CRM Metrics Used to Measure Success (Top Performers) Top Performers Annual Revenue 85% Actual vs. Forecasted Revenue 82% Win / Loss % by Rep 67% System Usage 65% Average Deal Size 58% Book to Bill Ratio 48% * 2012 iCRM Survey n= 198 #CRM2013 48
    49. 49. Best Practices• 8 out of 10 Top Performers rely exclusively on CRM or Analytics Dashboards for calculating metrics – Spreadsheets aren’t scalable – Must standardize calculation• Benchmark performance over time• Minimize system customizations #CRM2013
    50. 50. ImplicationsAutomation “non-traditional” but critical to performance: • Speed-to-Call • Speed-to-Contact • Contact rate • Qualification rate • Conversion rate • Call volume • Average call time • Lead status • Average sales cycleAutomate these metrics in periodic dashboards #CRM2013
    51. 51. 1 2 3 4 5 6. Automate Measurement and Metrics1 = Needs a lot of work.  5= We’re doing pretty good. 51
    52. 52. 52
    53. 53. Top 10 Challenges• Modify the platform to fit the companies sales process?• Modify the sales process to fit the platform? #CRM2013
    54. 54. Focus on Processes Lead to DesiredResults• Results are a byproduct of processes• Top Performers rank process optimization and revision as a top value driver for success. Execution & Measurement Process Desired Result #CRM2013
    55. 55. Implications• Did your organization change process to fit with the CRM tool? Is that working?• Are there legacy processes that no longer add value internally?• Does lack of integration with other systems impede results? – Look at the flow of information – or lack there of… #CRM2013
    56. 56. 1 2 3 4 57. Link Process to Desired Outcomes1 = Needs a lot of work.  5= We’re doing pretty good. 56
    57. 57. Key Takeaways: Things to do… TODAY! Sales Resolutions for 2013 RANKING 1 2 3 4 5 1. Value Added Engagement 2. Understanding the Customer Lifecycle 3. CRM Addresses Early Stage Engagement 4. Understanding Enabling Technologies 5. Plug the Holes in the Pipeline 6. Automate Measurement and Metrics 7. Link Process to Desired Outcomes #CRM2013
    58. 58. Additional Resources on the Topic Deep Dive How Top Performing Sales Leaders Overcome a Stagnating Pipeline: Why your CRM investments might be producing diminishing returns. (January 2013) All registered attendees will receive a complimentary copy via Leads360! #CRM2013
    59. 59. More Resources on www.gleanster.com • 1000s of Resources • Videos • Webinars & Events • Social Media Feeds • Vendor Profiles • Analyst Commentary • Solution Reviews #CRM2013 59
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