• Like
  • Save

CRM Success: From Chaos to Calm Webinar

  • 1,107 views
Uploaded on

Wes Schaeffer of The Sales Whisperer covers the history of CRM, its purpose and how it can benefit your business. He also talks about several ways you can use CRM effectively.

Wes Schaeffer of The Sales Whisperer covers the history of CRM, its purpose and how it can benefit your business. He also talks about several ways you can use CRM effectively.

More in: Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
1,107
On Slideshare
0
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
0
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. CRM Success: From Chaos To Calm Getting MORE out of LESS...Presented by Wes Schaeffer, The Sales Whisperer ® www.TheSalesWhisperer.com Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 2. HousekeepingBe Social.• Ask questions during the presentation @Infusionsoft #CRMSuccess• Be nice to Wes @SalesWhispererYES! It‟s recorded and we‟ll share that with you.You‟re All on Mute. Enter your questions via chat &/or Twitter.This Webinar will last 45-50 MinutesYour questions Will get Answered Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 3. Your PresenterCommission Salesman & CRM /Database user since 1997. (I wasCRM when CRM wasn‟t cool!)Salesforce.com user since 2004.Salesforce-certified for Dell in 2007.#1-rated trainer at Dell in 2007.Infusionsoft-Certified in 2008. Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 4. Your PresenterAuthor of “The Definitive Guide toInfusionsoft”Owner of The Sales Whisperer ®Current CRM Stats• 40,425 contacts• 754 Tags• 45 Campaigns• 230 Web Forms• 14 Active Users Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 5. What you will learn todayThe History of CRMThe Purpose of CRMThe Benefits of CRMThe Usage of CRMWhy many CRM implementations fail(Time-permitting.) Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 6. The History of CRMThe 80‟s• The PC• ACT! - 1986The 90„s• Siebel - multi-user CRM - 1993 (bought 2006)• The internet (Netscape) - 1995• Salesforce - 1999 Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 7. The Need For CRMMove from filing cabinets and silos tocollaboration and backupStreamline operations and internalprocessesDatabase marketing via focus groups“Push” or “Interruption” marketing Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 8. The Spread of CRM TodayPCs everywhereEveryone on the internetHigh-speed internetSaaS hits mainstreamMobile Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 9. The Purpose of CRM Today Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 10. The Purpose of CRM TodaySegment. Relevant. Reduce moneyspent! "I know half of my advertising dollars are being wasted. I only wish I knew which half.” ~John Wanamaker 1838 – 1922 ($100 million estate) Wanamaker Dept. Stores (now Macy‟s) Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 11. The Purpose of CRM TodayToday you must be able to:Focus on building a big list.Segment your list.Send relevant information to your list.Send timely information to your list.Interact with your list more personally. Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 12. The Purpose of CRM TodayEnable content-driven interaction.Treat customers as irreplaceable.Continue to streamline your internalprocesses.Track ROI of campaigns.Understand the buying habits.Monetize your list. Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 13. The Benefits of Your CRM Today Create, develop and strengthen relationships. (What good are names if you don’t get to know them?)• Identify opportunities to deliver value-added services and support. (Deliver that “Wow” experience.)• Better decision-making. (Take massive action!) Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 14. The Benefits of Your CRM Today Enhance product-development. (Prospects and clients are telling you what they will buy...if you listen.)• Better efficiencies. (We want it NOW!)• Improve service delivery. (Deliver that “Wow” experience again!) Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 15. The Benefits of Your CRM Today Improve awareness of the needs, wants and desires of your prospects and clients. (What good are names if you don’t get to know them?)• Nurture customer satisfaction and even bliss! (Deliver that “Wow” experience a third time!) Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 16. What Should Your CRMs? (How about “everything?”)Track People: Leads, Prospects,Contacts, Clients, Affiliates, Vendorsand Staff (Web Forms)Measure Campaign ROITrack Tasks & AppointmentsGenerate/StoreQuotes/Proposals/FilesReporting: Forecast, Sales,ActivitiesMake You Money! (Shopping- TheSalesWhisperer - & Twitter - SalesWhisperer Let‟s Connect on Facebook Cart) © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 17. What Should Your CRM Track? (Whatever you can put in it.)Lead Magnets to Attract LeadsProducts: Digital and PhysicalFollow-SequencesUpsellsReferralsTestimonialsPartners Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 18. Why Do You Need A CRM?People buy when they want to buy,not when you want to sell.People are more discerning with theirmoney today.You‟re not paid to educate, butdiscerning prospects neededucation.“Discerning” = Time and Time KillsDeals. Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 19. 80% of sales are made on the ___ time you make contact with a lead...?2% of sales are made on the first contact...3% of sales are made on the second contact...5% of sales are made on the third contact...10% of sales are made on the forth contact...80% of sales are made on the 5th to the 12thcontact! (Now you know why you’re tired and rich or stressed out and broke. It doesn’t have to be that way!) Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 20. Questions You Must Answer When Choosing Your CRMSalesforce automation?Lead management?Reporting / Analytics?Shared database?Sales tracking?Customer service?Email marketing? Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 21. Questions You Must Answer When Choosing Your CRMIn the “cloud” or on site?• >80% had + ROI when outsourced CRM (Nucleus Research)Third-party integration?• Outlook / Apple / Google• QuickBooks• UPS / Fedex Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 22. Questions You Must Answer When Choosing Your CRMCustomizable?Ease of use?Scalability?Accessibility?Portability? Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 23. Questions You Must Answer When Choosing Your CRMStability of provider/developer?• Niched to your market?• Services offered?• Partnerships?Social media integration? Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 24. Why Do CRM Implementations Fail?Your CRM Implementation CANand SHOULD be a success.14 Points To Consider Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 25. Additional Questions You Should AskCheck your inbox for a free, bonusPDF with a longer list of questionsyou must consider when choosingyour CRM. Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 26. Learn MoreInfusionsoft - 866.800.0004 x1Speak With Wes - 714.369.8004Free, Business-Specific Demos:• Sales Team: www.infusionsoft.com/products/sales-teams• Service Provider: www.infusionsoft.com/products/service- providers• Online Marketers: www.infusionsoft.com/products/online- marketers Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004