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Success with CRM Consulting, Inc, 10 minute member presentation to the Michiana BNI chapter. Dick Wooden and Julie Cooper as presenters. Dick is the outgoing past President.

Success with CRM Consulting, Inc, 10 minute member presentation to the Michiana BNI chapter. Dick Wooden and Julie Cooper as presenters. Dick is the outgoing past President.

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BNI - Attract and ACT! - Introduction to Customer Relationship Management Presentation Transcript

  • 1. Introduction to Customer Relationship Management Dick Wooden and Julie Cooper www.SuccessWithCRM.com
    • What is it and why its important to me
    • Social Media – new relationship building
    • Nurtured Based Integrated Marketing
    • Decision Dashboards
    • Trends and Take Aways
    Attract and ACT!
  • 2.
    • A question for your or someone you know:
    • Based on what you have seen or heard today, what is a concern or opportunity that you would like to know more about?
    • Please sign up for our Business Success with CRM
    • Blog with strategies and tips for achieving success
    • when
    • The HOW is not always evident……..
    • www.SuccessWithCRM.com
  • 3. What is CRM ‘really about’
    • A business approach that helps you acquire , develop and retain profitable customers .
    • A unified, trusted system of people and processes enabled by technology.
    • The Relationships between people: leads, prospects, customers, clients, employees, vendors, partners, management.
    • “ We are in the People and
    • Relationship Building Business”
  • 4. What is ACT and why I need it
  • 5. Need a Trusted System…...for Stuff
  • 6. Knowing what to do, when….
  • 7. Your Most Important Appreciating Asset
  • 8. Who is communicating with my Contacts. When was that last contact made- by phone, meeting, or email?
  • 9.
    • Integration of Outlook Email with ACT contacts
    Outlook Toolbar to Save emails to Contacts in ACT 1. Attach email to existing contact in ACT 2. Create NEW contact in ACT from incoming emails 3. Create new follow up activity for an email contact. 4. Attach email and its digital documents to any contact(s) in ACT
  • 10. Social Media Integration Stay in touch with your client’s personal online profiles—such as their LinkedIn updates Perform an instant Google search—right from the Contact record! Even add new websites—like Hoovers, Twitter, or ESPN if your customer is a sports fan—essentially have complete Internet browsing capability within ACT! Increase the tab size to see a larger view of the Website Contact’s Website link pulls the URL automatically from the contact record Get directions to their location
  • 11. Social Media: Up close & Personal
  • 12.
    • After 1 st contact = 2% of sales are made
    • 2 nd contact = 3% of sales
    • 3 rd contact = 5% of sales
    • 4 th contact = 10% of sales
    • At 5 th – 12 contact = 80% of sales are made
    • Also:
    • 87% of all leads are never pursued= follow up failure .
    • 48% of all sales leads that are pursued are dropped after the first call/meeting. Need to place on a nurturing campaign with reminders to ”Stay Top of Mind.”
    Need for a Plan and a proven Process
  • 13. Nurture Based Marketing: E-marketing
    • Benefit:
      • Generate actionable demand with end-to-end e-marketing that intelligently and automatically reaches out to your contacts and delivers results right to the contact record. Extend your REACH and remain “Top of Mind” when they are ready to Buy .
    • Features:
      • Mass e-mail send to contacts, groups, companies, or lookups
      • Drip-marketing campaigns to send e-mails over time
      • Customer surveys
      • Results harvested into call lists integrated with ACT! or Sage SalesLogix
  • 14. Stay “Top-of-Mind” with Prospects & Customers What are you doing that works the way THEY want to be contacted?
  • 15. Empowering E-Marketing: Build a Profitable Relationship
  • 16. Drip “Nurture” Marketing for Results
    • E-Mail Marketing – A Good Start
    • Electric Newsletter with Content links - Better
    • Use targeted surveys - measure desire, qualify
    • Drip Marketing Campaigns – Even Better
    • Rank Responses & Call - Prioritize on most Interest
    • Assigning Calls – Delegate
    • Integrated with CRM Database – Keeps It In Sync
    • Targeted follow up
    • Automatic - Repeat
  • 17.  
  • 18.  
  • 19.  
  • 20. Marketing Results for a Contact Hot Prospect with reoccurring Interest
  • 21. Decision Dashboards Track key information with new dashboards that give you at-a-glance snapshots of your customers, opportunities, and users. To make more informed, timely decisions.
  • 22. Sales Opportunity Dashboard What’s in the Pipeline and when is the expected close. Track how opportunities move through pipeline to forecast revenue stream
  • 23. Business Coaching & Entrepreneurial Board Facilitation
    • TAB- The Alternative Board
      • Business facilitation of peer-to-peer entrepreneur boards
      • Strategic Business Leadership one-on-one coaching.
    • Strengths discovery and enhancement
      • for doing more of the work you enjoy and are GREAT at doing.
    • GTD- Getting Things Done approach
      • for regaining control when needed and obtaining perspective for needed focus.
    • Helping business people work ON their business instead of just IN the business.
    • Change Perspective, Improve Business, Enjoy Life
  • 24. Relationships- People still buy from People Success with CRM is like BNI: Know-> Like-> Trust Leadership Team – 2009 Michiana BNI Chapter
  • 25.
    • Big Trends
    • The merging of social media + CRM = social CRM
    • Inbound, attraction, permission-based, 24/7/365 Marketing vs. Traditional interruption-based marketing
    • Attract with remarkable content, collaborative shared communications and unique value proposition.
    • 4. Make it easy for searchers and buyers to FIND you.
  • 26.
    • Make it Easy to Be Found
    • Dynamic Web site – constantly updating of content
      • (SEO: on page and off page)
    • Business Blog – build expert status and inbound links
    • Create remarkable, valuable content
    • Social Media – create your profiles
      • Linked In, Facebook, Twitter & those used by your prospects
    • Social Networking participation
      • Commenting on Blogs in your industry
      • Linked In - Questions and Answers
      • Facebook - Discussions
      • Twitter tweets
      • Other Community Forums
  • 27.
    • Take Aways
    • You need to have a Marketing Mindset to Grow a successful business.
      • Attract with remarkable content and unique value proposition.
      • Make it easy to Be Found: Inbound, Internet & Nurtured marketing
      • ACT on your prospect requests, follow up, engage with value (87% follow up failure)
      • Do GREAT work You enjoy
      • Get referred, build Trust
  • 28.
    • Good a Referral for us is:
    • Small to medium business owner or manager
      • 5 – 300 employees
      • 100K - 80M in annual revenue
      • Local to Great Lakes geography
    • A business focused on skills and business growth.
    • A business that is engage with technology
    • A “customer-focused” business culture.
    • Industries:
      • Business / Professional services: (CPA’s, IT, Legal)
      • Distributors- dealer networks
      • Manufacturing: Discrete products or paint/chemical/food
      • Non-profit (Community organizations, churches)
    • Believer in BNI and business referrals
  • 29.
    • Marketing & Sales Business Consulting
    • Inbound, E-Mail & Drip Marketing Consulting
    • Sage ACT! & SalesLogix CRM
      • Consulting, Implementation, Training & Support
    • One-on-one Coaching of Entrepreneurs
    • Facilitation of Peer-to-Peer Entrepreneur Alternative Boards
    Dick Wooden Phone: 574-206-5612 E-mail: [email_address] Julie Cooper Phone:574-607-7914 E-mail: [email_address] Office Phone: 269.445.3001
  • 30.
    • A question for your or someone you know:
    • Based on what you have seen or heard today, what is a concern or opportunity that you would like to know more about?
    • Please sign up for our Business Success with CRM
    • Blog with strategies and tips for achieving success
    • when
    • The HOW is not always evident……..
    • www.SuccessWithCRM.com