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5 Things SMBs Need to Guarantee CRM Success (Gleanster / Goldmine Webinar)
 

5 Things SMBs Need to Guarantee CRM Success (Gleanster / Goldmine Webinar)

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When was the last time you benchmarked your company performance in CRM? What are the new and emerging best practices for maximizing the success of CRM initiatives? That’s precisely what we will ...

When was the last time you benchmarked your company performance in CRM? What are the new and emerging best practices for maximizing the success of CRM initiatives? That’s precisely what we will be covering in this fact packed year-in-review.
If you are like 8 out of 10 small-to-midsize business leaders, you know there’s lots of room for improvement with respect to data driven decisions in sales. In a recent 2012 survey from Gleanster, CRM adoption, CRM customization, and CRM data collection were the top three challenges with respect to customer engagement. In fact, the data revealed a handful of best practices that were unique to the success of Top Performing organizations.
Join us for a closer look at the real best practices and CRM strategies that empower Top Performing small-to-midsize organizations.
You’ll learn:
• How Top Performing organizations achieve demonstrably higher revenue from a handful of CRM best practices
• How to benchmark your organizations CRM practices against Top Performers
• The top 5 things SMB’s MUST do to Guarantee CRM Success
• How to measure and maximize ROI for CRM initiatives
Now is a great time to take stock in your 2012 CRM strategy and boost 2013 sales with CRM best practices.

For more information and free research downloads visit www.gleanster.com

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  • Note: with respect to collecting the right data, the fact that Top Performers rank this a top 3 is quite revealing, they are more in tune with engaging customers than Everyone Else and they know what they need to get there.
  • Note: with respect to collecting the right data, the fact that Top Performers rank this a top 3 is quite revealing, they are more in tune with engaging customers than Everyone Else and they know what they need to get there.

5 Things SMBs Need to Guarantee CRM Success (Gleanster / Goldmine Webinar) 5 Things SMBs Need to Guarantee CRM Success (Gleanster / Goldmine Webinar) Presentation Transcript

  • Sponsored by:
  • Top Performers: Respondents that achieved Top Quartile performance in key KPI’s TODAY’S STATS Everyone Else: Everyone ElseTotal survey responses: 318 CRM for Small & Midsize Businesses (Q3 2012) n= 318 REVENUE ROMI CONVERSION RATE #Goldmine 2
  • ••• #Goldmine 3
  • • – <$1M (48%) – $1-10M (18%) – $10-100M (34%)•• #Goldmine 4
  • Customer Relationship Management CRM • – Managing and supporting sales reps MARKETING SALES • Contact – Maintain a list of contacts and information Opportunity Pipeline SERVICE FCST • – Finding, getting, and retaining relationships #Goldmine 5
  • #Goldmine 6
  • 5 questions smallbusinesses should ask to maximize the success of CRM initiatives #Goldmine 7
  • Challenges Top Performers Everyone ElseGetting salespeople to enter customer 81% information into the 91% CRM Customizing CRM to 72% maximize benefits 56% Collecting the right 61% data 42% *Q3’12 CRM for Small & Midsize Businesses n= 318 #Goldmine 8
  • Challenges Top Performers Everyone Else THEMESGetting salespeople to enter customer 81% Make it Easy information into the Make it Valuable 91% CRM Customizing CRM to 72% Make it Easy maximize benefits 56% Make it Valuable Collecting the right 61% Make it Comprehensive data 42% Make it Valuable *Q3’12 CRM for Small & Midsize Businesses n= 318 #Goldmine 9
  • SMBs Using Sales Technology Type of CRM Used 45% % of All Respondents Yes 36% 77% No23% On-Premise On-Demand *Q3’12 CRM for Small & Midsize Businesses n= 318 #Goldmine 10
  • ೦ ೦ – –೦ ೦೦ ೦ ೦೦ ೦೦ Still a matter of preference and unique organizational needs. #AOWEB 11
  •  #Goldmine 12
  • • – Relevant & timely engagement – Decisions based on metrics – Comprehensive visibility into segments and targets• – They are channel agnostic – They don’t care how big your organization is – They value personalization on every level #Goldmine 13
  • PROSPECTS Marketing• Educate Engagement• Advise• Build Trust Contact Management Opportunity ManagementCUSTOMERS• Quality products & services• Drive up-selling Finance & ERP• Drive cross-selling• Drive advocacy• Drive lifetime customer value Customer Service #Goldmine 14
  • • – Out of the box modules? – Custom development• – Cost of modules – Cost of customization – Value derived from integration #Goldmine 15
  • • Multiple Systems Supporting the Customer Experience Social Landing Paid Media Email Marketing Page Search Marketing Hosting Web CRM Analytics eCommerce/ Website Mobile #Goldmine 16
  • SERVICE Contact Center Marketing Automation iCRM •Implicit DataRobustness of Solution •Explicit Data •Marketing & Sales Alignment Email Marketing •Multi-Channel Integration •Implicit Data MARKETING •Behavior Web Analytics •Implicit Data •Behavior Customer Intelligence •Data Augmentation CRM •Data Quality . Sales Performance Mgmt •Incentive Comp SALES •Sales Analytics Sales Force Automation •Contact Mgmt SFA •Pipeline Mgmt Value Derived Level of Realizable Return on Investment #Goldmine 17
  • #Goldmine 18
  • Value Drivers Top Performers Everyone Else Consolidate all customer knowledge in the organization in 55% 50% the CRM solution Manage marketing/sales 48% campaigns through CRM 55% Data quality and cleansing 34% 25% Demonstrate ROI throughincreased sales revenue, customer 20% 41% referrals, promotion… *Q3’12 CRM for Small & Midsize Businesses n= 318 #Goldmine 19
  • Deep Dive: 5 Things SMBs Need to Guarantee Success with CRM (December 2012) All registered attendees will be getting a complimentary copy via FrontRange Goldmine! #Goldmine 20
  • • 1000s of Resources • Videos • Webinars & Events • Social Media Feeds • Vendor Profiles • Analyst Commentary • Solution Reviews#Goldmine 21