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Business Stimulus Program: Take Action to Thrive in this Economy

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How is the economy affecting your business, your customers – their purchasing behavior, their loyalty, the time to make decisions? …

How is the economy affecting your business, your customers – their purchasing behavior, their loyalty, the time to make decisions?
Consider how you are currently handling customers, sales, and marketing in your organization. How can things be improved? What are the implications if you don’t improve it? What are the areas for biggest wins if you focus some energy on improving it?
Oftentimes, in a good economy, companies can win business despite themselves. Everyone’s buying! In a down economy, companies that have tight processes and leverage information – come up ahead. So it’s a perfect time to focus on getting more out of the budget you have, increasing your sales win ratio, improving your lead nurturing programs, training staff on the processes that will help you get MORE out of what you have.

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  • AngieOn another part of the Stimulus worksheet, you will see this section. So, given the goals and metrics that you define in the section previous, you define here what you want to be alerted of.These are simply ways to reverse engineer an effective use of CRM software and processes. Start with the end business goal in mind, then design your processes and metrics around that.Again, you will have the opportunity in your personal consultation to discuss these further.
  • Transcript

    • 1. Business Stimulus Program: Take Action to Thrive in this Economy
      Angie Hirata
      Worldwide Director, Marketing & Business Development
    • 2. Welcome to Your Business Stimulus Program
    • 3. Revenue Per Employee: Companies Using CRM Outperform by 44%
      Source: AMI-Partners, 2007
    • 4. Why are you here today?
      Not using a CRM system and want to see if it can improve my business
      Have a CRM system, but not using it effectively
    • 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:
      Customer satisfaction & loyalty
      Incremental revenue from customers
      Improve win ratio against competitors
      Increase response on marketing campaigns
      Increase qualified leads
      Improve channel performance
      Significantly improve staff productivity and output
    • 6. Then Set Your Goals, Monitor Progress: Dashboards, Alerts, Reports
      Specific, measureable
      Health check = Dashboards
      Critical issues = Alerts
      Detailed info = Reports
    • 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
    • 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
    • 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
    • 10. Your Example
    • 11. Your Example
    • 12. Your Example
      I need to be alerted whenever __________________ to be on track to reach this goal.
      I need to be alerted whenever __________________ to be on track to reach this goal.
      I need to be alerted whenever __________________ to be on track to reach this goal.
    • 13. Your Example
      I need to be alerted whenever a service case is logged and is left unresolved for more than 24 hours to be on track to reach this goal.
      I need to be alerted whenever __________________ to be on track to reach this goal.
      I need to be alerted whenever __________________ to be on track to reach this goal.
    • 14. 3 Requirements to Stimulating Your Business
    • 15. 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
    • 16. 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
    • 17. Case Solution: Production Automation Manufacturer
    • 18. Case Solution: Production Automation Manufacturer
    • 19. Case Solution: Production Automation Manufacturer
    • 20. 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
    • 21. Other Examples to Stimulate your Business
    • 22. Maximizer Mobile CRM
      Accounts & Leads:
      Sales & Service:
    • Dashboards
    • 35. Alert Email:
      • Leads not followed-up (example)
      • 36. Lead details
      • 37. Sales rep assigned
      • 38. Date lead entered
      • 39. # of days since follow-up
    • Thank you! Next Steps
      Download the Business Stimulus Kit from Maximizerhttp://www.maximizer.com/crm-resources/crm.html?panel=3#crm-resources
      Call Maximizer to book a 1-hour Executive Consultation appointment
      Required attendees:
      Customer-facing or senior operations business executive and manager(s)
      Contact your Account Manager:
      1-800-804-6299
      sales@maximizer.com