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 …

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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  • 1. Who  Am  I?   •  Entrepreneur   •  Co-­‐founder  of  MetaSpring.com   •  Creator  of  KarmaCRM   •  Code  Masher  
  • 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. How  Do  You  Get  Leads?   ?  
  • 4. How  Do  You  Get  Leads?   •  Referrals     •  Through  your  website   •  Networking     •  Partnerships   •  Word  of  Mouth     •  AdverCsing   •  …..Nepo'sm  
  • 5. What  do  you  do  with  these  leads?  
  • 6. What  do  you  do  with  these  leads?   •  Nothing...its  all  in  my  head  and  that's  fine  
  • 7. What  do  you  do  with  these  leads?   •  Nothing...its  all  in  my  head  and  that's  fine   •  Add  them  to  a  spreadsheet      
  • 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. Low  Tech  CRM  
  • 10. Side  effects  of  Low  Tech  CRM  
  • 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. 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. 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. 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. 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. 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. 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. 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. 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. Contact  View  
  • 21. Dashboard  View  
  • 22. CustomizaCon  View  
  • 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. Contact  View  
  • 25. Dashboard  View  
  • 26. Customer  Support  View  
  • 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. Contact  View  
  • 29. Dashboard  View  
  • 30. Calendar  View  
  • 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.                  QuesCons?   ?  
  • 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