Who	
  Am	
  I?	
  
•  Entrepreneur	
  
•  Co-­‐founder	
  of	
  MetaSpring.com	
  

•  Creator	
  of	
  KarmaCRM	
  

•  ...
What	
  is	
  CRM?	
  
•  Not	
  CMS	
  (Content	
  Management	
  System)	
  
•  CRM	
  stands	
  for	
  Customer	
  RelaC...
How	
  Do	
  You	
  Get	
  Leads?	
  



            ?	
  
How	
  Do	
  You	
  Get	
  Leads?	
  
•    Referrals	
  	
  
•    Through	
  your	
  website	
  
•    Networking	
  	
  
•...
What	
  do	
  you	
  do	
  with	
  these	
  leads?	
  
What	
  do	
  you	
  do	
  with	
  these	
  leads?	
  
•  Nothing...its	
  all	
  in	
  my	
  head	
  and	
  that's	
  fine...
What	
  do	
  you	
  do	
  with	
  these	
  leads?	
  
•  Nothing...its	
  all	
  in	
  my	
  head	
  and	
  that's	
  fine...
What	
  do	
  you	
  do	
  with	
  these	
  leads?	
  
•  Nothing...its	
  all	
  in	
  my	
  head	
  and	
  that's	
  fine...
Low	
  Tech	
  CRM	
  
Side	
  effects	
  of	
  Low	
  Tech	
  CRM	
  
What	
  do	
  you	
  do	
  with	
  these	
  leads?	
  
•    Nothing...its	
  all	
  in	
  my	
  head	
  and	
  that's	
  fi...
What	
  do	
  you	
  do	
  with	
  these	
  leads?	
  
•    Nothing...its	
  all	
  in	
  my	
  head	
  and	
  that's	
  fi...
Why	
  Should	
  You	
  Care?	
  
•    Customer	
  RetenCon	
  
     Retain	
  and	
  expand	
  your	
  business	
  and	
 ...
When	
  is	
  CRM	
  a	
  Good	
  Idea?	
  
•  If	
  you	
  want	
  to	
  organize	
  and	
  manage	
  your	
  sales	
  pr...
When	
  is	
  CRM	
  a	
  Bad	
  Idea?	
  
•  If	
  you	
  are	
  unwilling	
  to	
  commit	
  to	
  the	
  CRM.	
  CRM	
 ...
The	
  CRM	
  Industry	
  
•  More	
  companies	
  adopCng	
  web	
  based	
  CRM	
  soware	
  

•  Smart	
  phone	
  CRM	...
Different	
  Types	
  of	
  CRM	
  
Web	
  Based	
                                                                     Desk...
Choosing	
  the	
  Right	
  CRM	
  
•  Salesforce.com	
  –	
  www.salesforce.com	
  
   Enterprise	
  
•  SugarCRM	
  –	
 ...
SalesForce	
  (Enterprise)	
  
What	
  is	
  it	
  good	
  for?	
  
•    Enterprise	
  /	
  Corporate	
  customers	
  
•  ...
Contact	
  View	
  
Dashboard	
  View	
  
CustomizaCon	
  View	
  
SugarCRM	
  (Mid-­‐Sized)	
  
What	
  is	
  it	
  good	
  for?	
  
•  Easier	
  to	
  use	
  than	
  Salesforce	
  
•  Fre...
Contact	
  View	
  
Dashboard	
  View	
  
Customer	
  Support	
  View	
  
KarmaCRM	
  (Small	
  to	
  Medium)	
  
What	
  is	
  it	
  good	
  for?	
  
•    Simple	
  IntuiCve	
  Interface	
  
•   ...
Contact	
  View	
  
Dashboard	
  View	
  
Calendar	
  View	
  
ImplemenCng	
  CRM	
  
•  Before	
  selecCng	
  a	
  system,	
  actually	
  use	
  it	
  for	
  a	
  bit,	
  setup	
  some...
 	
  	
  	
  	
  	
  	
  	
  	
  QuesCons?	
  



                       ?	
  
Free	
  Signup	
  
•  h^p://www.karmacrm.com/signup/new	
  
•  Use	
  the	
  invitaCon	
  code:	
  instantkarma	
  
•  We	...
Maximizing your Sales Process by Choosing the Right CRM, John Paul Narowski, April 2010
Maximizing your Sales Process by Choosing the Right CRM, John Paul Narowski, April 2010
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Maximizing your Sales Process by Choosing the Right CRM, John Paul Narowski, April 2010

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If you are still using excel or sticky notes to manage your sales leads then this talk is for you. John Paul will dive into explaining what a CRM (Customer Relationship Manager) is and how it can help streamline your sales process. JP will review a number of the popular web based CRM systems that are available and help identify which one works best for you.

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Maximizing your Sales Process by Choosing the Right CRM, John Paul Narowski, April 2010

  1. 1. Who  Am  I?   •  Entrepreneur   •  Co-­‐founder  of  MetaSpring.com   •  Creator  of  KarmaCRM   •  Code  Masher  
  2. 2. What  is  CRM?   •  Not  CMS  (Content  Management  System)   •  CRM  stands  for  Customer  RelaConship   Management   •  Typically  used  for  managing  sales  or   customer  service   •  Big  dogs  include  Salesforce.com  SugarCRM,   ACT  
  3. 3. How  Do  You  Get  Leads?   ?  
  4. 4. How  Do  You  Get  Leads?   •  Referrals     •  Through  your  website   •  Networking     •  Partnerships   •  Word  of  Mouth     •  AdverCsing   •  …..Nepo'sm  
  5. 5. What  do  you  do  with  these  leads?  
  6. 6. What  do  you  do  with  these  leads?   •  Nothing...its  all  in  my  head  and  that's  fine  
  7. 7. What  do  you  do  with  these  leads?   •  Nothing...its  all  in  my  head  and  that's  fine   •  Add  them  to  a  spreadsheet      
  8. 8. What  do  you  do  with  these  leads?   •  Nothing...its  all  in  my  head  and  that's  fine   •  Add  them  to  a  spreadsheet     •  Add  yet  another  sCcky  note  to  your  monitor  
  9. 9. Low  Tech  CRM  
  10. 10. Side  effects  of  Low  Tech  CRM  
  11. 11. What  do  you  do  with  these  leads?   •  Nothing...its  all  in  my  head  and  that's  fine   •  Add  them  to  a  spreadsheet     •  Add  yet  another  sCcky  note  to  your  monitor   •  Add  them  to  a  CRM  System!  
  12. 12. What  do  you  do  with  these  leads?   •  Nothing...its  all  in  my  head  and  that's  fine   •  Add  them  to  a  spreadsheet     •  Add  yet  another  sCcky  note  to  your  monitor   •  Add  them  to  a  CRM  System!  
  13. 13. Why  Should  You  Care?   •  Customer  RetenCon   Retain  and  expand  your  business  and  relaConships  with  your  customers   through  up-­‐selling,  cross-­‐selling  and  servicing.   •  Create  Customer  Evangelists   Make  your  customers  so  happy  with  your  service  that  they  evangelize   your  business  for  you.     •  Customer  AcquisiCon   Efficiently  organize  and  qualify  your  prospects  so  you  are  only  dealing   with  the  leads  most  likely  to  bring  you  business       •  Cost  ReducCon   By  streamlining  your  sales  and  customer  service  processes,  you  can   eliminate  waste  and  increase  efficiency.  You  can  do  more  in  less  Cme.  
  14. 14. When  is  CRM  a  Good  Idea?   •  If  you  want  to  organize  and  manage  your  sales  process  more   efficiently     •  To  get  more  out  of  your  exisCng  leads     •  CollaboraCon  with  team  members   •  GeYng  more  reliable  projecCons  than  "I  swear  this  deal  is  hot"     •  If  you  want  sales  to  sCll  funcCon  when  your  sales  superstar  is   sick,  or  quits  
  15. 15. When  is  CRM  a  Bad  Idea?   •  If  you  are  unwilling  to  commit  to  the  CRM.  CRM   works  best  the  more  you  use  it,  and  the  more   details  you  give  it.   •  If  you  only  have  one  or  a  few  clients  and  don't  need   the  structure  a  CRM  provides  (Although  I  would  sCll   recommend  using  some  sort  of  system)     •  If  you  are  afraid  of  computers  
  16. 16. The  CRM  Industry   •  More  companies  adopCng  web  based  CRM  soware   •  Smart  phone  CRM  apps  will  help  sales  forces  become  more   flexible  and  more  mobile     •  CRM  Growth  Report  by  AMR  research    h^p://www.desCnaConcrm.com/ArCcles/News/Daily-­‐News/ Growth-­‐Trend-­‐ConCnues-­‐for-­‐CRM-­‐49755.aspx       $12  Billion  in  2006     $14  Billion  in  2007     EsCmated  $22  Billion  in  2012  
  17. 17. Different  Types  of  CRM   Web  Based   Desktop  So/ware   Pros   Pros   •  Accessible  from  anywhere   •  Typically  pre^y  fast   •  Easy  to  share  data  and  collaborate  with  co-­‐ workers   •  All  your  data  is  stored  locally   You  usually  gain  access  to  free  updates  and   •  upgrades  as  they  are  available   •  No  need  for  an  internet  connecCon   •  Web-­‐based  soware  is  typically  more  agile   Cons   and  flexible  than  their  desktop  counterparts   •  If  your  computer  crashes  your  data  is  lost   •  Emphasis  on  usability     •  Not  easy  to  collaborate  and  share  data   Cons   •  Slow  to  upgrade  /  update   •  Can  be  slower  than  a  desktop  based   applicaCon   •  Not  available  without  internet   •  If  the  company  folds  you  might  loose  all  your   data  
  18. 18. Choosing  the  Right  CRM   •  Salesforce.com  –  www.salesforce.com   Enterprise   •  SugarCRM  –  www.sugarcrm.com   Mid-­‐size  companies  (Open  Source)   •  KarmaCRM  –  www.karmacrm.com   Individuals  and  small  to  mid-­‐sized   companies  
  19. 19. SalesForce  (Enterprise)   What  is  it  good  for?   •  Enterprise  /  Corporate  customers   •  Companies  requiring  a  LOT  of  customizaCon  and  flexibility   •  People  that  need  to  rely  on  a  big  name   •  Many  apps  based  on  the  SalesForce  plamorm   Why?     •  Tons  of  flexibility     •  Many  modules  and  add-­‐ons   •  IntegraCon  with  a  lot  of  different  plamorms  
  20. 20. Contact  View  
  21. 21. Dashboard  View  
  22. 22. CustomizaCon  View  
  23. 23. SugarCRM  (Mid-­‐Sized)   What  is  it  good  for?   •  Easier  to  use  than  Salesforce   •  Free  to  setup  on  your  web  server  for  free   •  Good  integraCon  between  Sales  /  MarkeCng  and  Customer   Support  through  user  specific  roles     •  Open  Source   Why?     •  Has  clearly  defined  roles  for  the  various  ways  you  use  CRM   •  Since  it  is  open  source  it  is  being  acCvely  developed  by  the   community   •  Simpler  Interface  than  Salesforce  
  24. 24. Contact  View  
  25. 25. Dashboard  View  
  26. 26. Customer  Support  View  
  27. 27. KarmaCRM  (Small  to  Medium)   What  is  it  good  for?   •  Simple  IntuiCve  Interface   •  CollaboraCon  with  Small  Teams   •  CRM  for  Individuals     •  Quick  User  AdopCon   Why?     •  Users  only  presented  with  the  necessary  opCons  to  avoid   confusion   •  Customer  Driven  Development     •  Minimal  configuraCon  necessary  to  get  rolling  
  28. 28. Contact  View  
  29. 29. Dashboard  View  
  30. 30. Calendar  View  
  31. 31. ImplemenCng  CRM   •  Before  selecCng  a  system,  actually  use  it  for  a  bit,  setup  some   customers  or  leads  and  get  a  feel  for  how  it  would  work  for  you.   •  Define  who  will  be  using  the  CRM   –  Salespeople   –  Customer  Service  Reps   –  MarkeCng  Department   –  Help  Desk  Team   •  Select  a  CRM  that  is  flexible  enough  to  conform  to  your  business   pracCces,  not  the  other  way  around   •  Establish  company  wide  standards  for  your  CRM  to  ensure   everyone  uses  it  the  same  way  
  32. 32.                  QuesCons?   ?  
  33. 33. Free  Signup   •  h^p://www.karmacrm.com/signup/new   •  Use  the  invitaCon  code:  instantkarma   •  We  love  your  feedback,  feel  free  to   email  me  at  jp@karmacrm.com  or   message  me  on  twi^er:     •  @metajp  @karmacrm  
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