Glasser-Kennedy - Introduction to Customer Relationship Management

Introduction to Customer Relationship Management Dick Wooden and Julie Cooper www.SuccessWithCRM.com
What We’ll Cover:
What is it and why its important to me
Social Media – new relationship building
Nurtured Based Integrated Marketing
Decision Dashboards

What is CRM ‘really about’
A business approach that helps you acquire, develop and retain profitable customers.
A unified 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”

What is ACT and why I need it

Need a Trusted System…...for Stuff

Your Most Important Appreciating Asset

Who is communicating with my Contacts. When was that last contact made?

Compatibility with iCalendar and vCard, Outlook email/contacts Windows Live Calendar Microsoft Outlook Apple iCal Lotus Notes

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

Social Media: Up close & Personal

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
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 for a Plan and a proven Process

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
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 SalesLogix

Stay “Top-of-Mind” with Prospects & Customers

Empowering E-Marketing: Build a Profitable Relationship

Drip 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
CRM Database – Keeps It In Sync
Targeted follow up
Automatic - Repeat

Marketing Results for a Contact Hot Prospect with reoccurring Interest

Decision Dashboards Track key information with new dashboards that give you at-a-glance snapshots of your customers, opportunities, and users.

Sales Opportunity Dashboard What’s in the Pipeline and when is the expected close.

ATTRACT & ACT!

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

Glasser-Kennedy - Introduction to Customer Relationship Management

by Success with CRM Consulting Inc on Aug 20, 2010

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Glasser-Kennedy - Introduction to Customer Relationship Management — Presentation Transcript