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ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
ECC October 10 2011 CRM seminar
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ECC October 10 2011 CRM seminar

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A brief overview of CRM vs. Contact Management and how they can help a small business

A brief overview of CRM vs. Contact Management and how they can help a small business

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  • 1. Welcome!<br />sales automation specialists<br />October 10, 2011<br />presents<br />Delivering Better Sales & Service through CRM<br />10/9/2011<br />1<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 2. Many, many thanks to:<br />Sybil Ege – Elgin Community College<br />Inga Neuner – Elgin Community College <br />Elgin Community College University & Business Center<br />Welcome to all of you!<br />10/9/2011<br />2<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 3. Let’s make this interactive – ask questions at any time!<br />10/9/2011<br />3<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 4. Every firm – B2B or B2C – needs to perform marketing and sales tactics<br />10/9/2011<br />4<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 5. Unless you’re Apple!<br />10/9/2011<br />5<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 6. In this economy – you NEED to stay in contact with your customer base<br />The phone doesn’t ring automatically<br />10/9/2011<br />6<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 7. In this economy – you NEED to stay in contact with your customer base<br />The phone doesn’t ring automatically<br /><ul><li>Easiest
  • 8. Effective
  • 9. Efficient</li></ul>10/9/2011<br />7<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 10. In this economy – you NEED to stay in contact with your customer base<br />The phone doesn’t ring automatically<br /><ul><li>Easiest
  • 11. Effective
  • 12. Efficient
  • 13. You probably need a database!</li></ul>10/9/2011<br />8<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 14. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/2011<br />9<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 15. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/2011<br />10<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 16. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/2011<br />11<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 17. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/2011<br />12<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 18. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/2011<br />13<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 19. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/2011<br />14<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 20. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/2011<br />15<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 21. There are “goods” and “bads” with each of these methods.However, there’re mostly a waste of time -- we’ll tell you why.<br />10/9/2011<br />16<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 22. Contact Management and CRM – what’s the difference?<br />10/9/2011<br />17<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 23. Contact Management and CRM – what’s the difference?<br />Contact Management – software that keeps track of people you do business with & related activities<br />10/9/2011<br />18<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 24. Contact Management and CRM – what’s the difference?<br />Customer Relationship Management – software designed to handle every aspect of a customer’s interaction with a company. CRM includes:<br />10/9/2011<br />19<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 25. Contact Management and CRM – what’s the difference?<br /><ul><li>Order history
  • 26. The sales process
  • 27. Support questions (“knowledgebase”)
  • 28. Marketing campaigns
  • 29. Other types of marketing and sales conversations with a customer and prospect</li></ul>10/9/2011<br />20<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 30. So, which one should I use?<br />10/9/2011<br />21<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 31. ITDEPENDS!!!<br />10/9/2011<br />22<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 32. <ul><li>The type and size of your firm
  • 33. On the products and services you offer
  • 34. How large your customers are
  • 35. What types of marketing and sales your firm does
  • 36. How much you want to spend</li></ul>10/9/2011<br />23<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 37. For many small firms – Contact Management is more than sufficient<br />10/9/2011<br />24<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 38. What’s at the Core of a good CRM or Contact Management system?<br /><ul><li>A database
  • 39. It contains – at its center – a file with basic name & address information
  • 40. Should also include web site, email, cell nbr, etc.
  • 41. Shooting out from this – a collection of related information</li></ul>10/9/2011<br />25<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 42. Related Information<br />A Calendar<br />. . . and shared if using a local area network<br />10/9/2011<br />26<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 43. Related Information<br />Notes <br />Any pertinent and important info about this contact<br /><ul><li>Delivery/pickup times
  • 44. Personal preferences
  • 45. Purchase preferences
  • 46. Hobbies & interests
  • 47. Anything else that will help you build & maintain a good relationship</li></ul>10/9/2011<br />27<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 48. Related Information<br />History<br /><ul><li>Correspondence sent
  • 49. Emails sent & received
  • 50. Phone calls made & received
  • 51. Meetings held</li></ul>Essential for B2B firms with long sales cycles<br />10/9/2011<br />28<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 52. Related Information<br />Documents for & about this contact<br /><ul><li>Number-crunching spreadsheets
  • 53. Quotes & proposals
  • 54. PDF’s
  • 55. White papers
  • 56. Anything else you’ve sent this contact</li></ul>10/9/2011<br />29<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 57. Related Information<br />Web portal for Social Media <br /><ul><li>Social Media such as Facebook, LinkedIn, Plaxo, etc. for that contact
  • 58. Google maps/driving directions
  • 59. Contact’s website
  • 60. Contact in the news
  • 61. Access to external databases such as Hoovers, Reference USA, etc.</li></ul>10/9/2011<br />30<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 62. Related Information<br />Other related info <br /><ul><li>Family & home information
  • 63. Info on assistants, admin people, etc.</li></ul>10/9/2011<br />31<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 64. How database helps you in your business<br /><ul><li>Everything about your customers & prospects (should be) at your fingertips</li></ul>10/9/2011<br />32<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 65. How database helps you in your business<br /><ul><li>Everything about your customers & prospects (should be) at your fingertips</li></ul>Accessible anywhere you may be<br />10/9/2011<br />33<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 66. How database helps you in your business<br /><ul><li>Ability to find, search & sort</li></ul>10/9/2011<br />34<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 67. How database helps you in your business<br /><ul><li>Ability to find, search & sort
  • 68. Companies & individuals
  • 69. Using “lookups” or queries
  • 70. Data mining</li></ul>10/9/2011<br />35<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 71. How database helps you in your business<br /><ul><li>Grouping, categorization & segmenting</li></ul>(for marketing purposes)<br />10/9/2011<br />36<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 72. How database helps you in your business<br /><ul><li>Shared with others on your team – on a local area network and/or cloud</li></ul>10/9/2011<br />37<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 73. How database helps you in your business<br /><ul><li>Shared with others on your team – on a local area network and/or cloud</li></ul>Everyone on the team is on the same page<br />10/9/2011<br />38<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 74. How database helps you in your business<br /><ul><li>It should help you find new prospects
  • 75. It should help you find who you haven’t done business with in a long time</li></ul>10/9/2011<br />39<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 76. How database helps you in your business<br /><ul><li>It should help prevent Sales Opportunities from slipping through the cracks</li></ul>10/9/2011<br />40<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 77. How database helps you in your business<br /><ul><li>It should easily let you search all those notes & details</li></ul>10/9/2011<br />41<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 78. How database helps you in your business<br /><ul><li>It should help you build & maintain a “sales pipeline”</li></ul>10/9/2011<br />42<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 79. How database helps you in your business<br /><ul><li>It should help you stay on top of expiration dates:
  • 80. Policy
  • 81. Contract
  • 82. Warranty</li></ul>10/9/2011<br />43<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 83. How database helps you in your business<br /><ul><li>It should be your “right hand person” when it comes to your marketing and sales efforts</li></ul>10/9/2011<br />44<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 84. Aspects and features of a good Contact Management or CRM app<br /><ul><li>IT’S GOT TO BE EASY TO USE!!!</li></ul>10/9/2011<br />45<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 85. Aspects and features of a good Contact Management or CRM app<br /><ul><li>Searchability - lookups, queries, data mining, etc.</li></ul>10/9/2011<br />46<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 86. Aspects and features of a good Contact Management or CRM app<br /><ul><li>Ability to create & run marketing campaigns using:
  • 87. U S Mail
  • 88. Email
  • 89. E-zines or newsletters
  • 90. Drip marketing</li></ul>10/9/2011<br />47<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 91. Aspects and features of a good Contact Management or CRM app<br /><ul><li>Sharability
  • 92. Local area network
  • 93. Web
  • 94. Synchronization </li></ul>10/9/2011<br />48<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 95. Aspects and features of a good Contact Management or CRM app<br /><ul><li>Fast!!!</li></ul>10/9/2011<br />49<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 96. Aspects and features of a good Contact Management or CRM app<br /><ul><li>Easy access, using:
  • 97. Desktop
  • 98. Laptop
  • 99. Tablet device
  • 100. Smartphone
  • 101. Web portal
  • 102. Mac </li></ul>10/9/2011<br />50<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 103. Aspects and features of a good Contact Management or CRM app<br /><ul><li>Email integration
  • 104. Sales Opportunity or pipeline manager
  • 105. Dashboard – a place to see things from “10,000 feet”
  • 106. History of all contacts or touches
  • 107. Customizable by the end user
  • 108. Tech support must be reachable</li></ul>10/9/2011<br />51<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 109. Aspects and features of a good Contact Management or CRM app<br /><ul><li>Reporting - be able to intelligently report back all the data that’s been entered</li></ul>10/9/2011<br />52<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 110. Where is it?????<br />Cloud or premises?<br />10/9/2011<br />53<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 111. IT DEPENDS!!!!!<br />10/9/2011<br />54<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 112. Cloud vs. Premises – Pros & Cons<br />Premises-based – Pros<br /><ul><li>One-time fee – until when or if you upgrade
  • 113. For multiple users-sharing a common db-$200-$300 per user-5 users=$1000-$1500 - once
  • 114. Cloud-based - $50-$60 per user per month = $3000-$3600/year – every year</li></ul>10/9/2011<br />55<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 115. Cloud vs. Premises – Pros & Cons<br />Premises-based – Pros<br /><ul><li>After 5 years - $15,000-$18,000 for cloud
  • 116. Premises-based – one-time cost of $1000-$1500 (plus services & support)
  • 117. (assuming no upgrades in 5 years)
  • 118. No Internet access required for most functions
  • 119. YOU own the data</li></ul>10/9/2011<br />56<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 120. Cloud vs. Premises – Pros & Cons<br />Premises-based – Pros<br /><ul><li>It’s as secure as YOU make it</li></ul>10/9/2011<br />57<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 121. Cloud vs. Premises – Pros & Cons<br />Premises-based – Cons<br /><ul><li>Potentially large capital outlay, if many users and new hardware required
  • 122. App is quickly out of date
  • 123. Small firms very poor at backup and security
  • 124. Often requires outside help for installation & configuration</li></ul>10/9/2011<br />58<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 125. Cloud vs. Premises – Pros & Cons<br />Premises-based – Cons<br /><ul><li>Costly to upgrade & migrate
  • 126. Not always accessible everywhere
  • 127. App is out of commission during the upgrade</li></ul>10/9/2011<br />59<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 128. Cloud vs. Premises – Pros & Cons<br />Cloud-based – Pros<br /><ul><li>You always have the latest version
  • 129. Automatically backed up
  • 130. Accessible anywhere there’s Internet access
  • 131. Single-user or team-oriented
  • 132. Small initial capital outlay</li></ul>10/9/2011<br />60<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 133. Cloud vs. Premises – Pros & Cons<br />Cloud-based – Pros<br /><ul><li>Variety of devices can be used:
  • 134. Smartphones
  • 135. Laptops
  • 136. Desktops
  • 137. Mac
  • 138. Tablet
  • 139. Old out-of-date Windows computers</li></ul>10/9/2011<br />61<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 140. Cloud vs. Premises – Pros & Cons<br />Cloud-based – Cons<br /><ul><li>More expensive – over the course of time
  • 141. DITW if there’s no Internet access
  • 142. Who owns the data?
  • 143. Really getting backed up? Better check
  • 144. Can you get your data back?
  • 145. Locked into a multi-year contract?</li></ul>10/9/2011<br />62<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 146. A Hybrid<br />Premises-based also cloud accessible<br /><ul><li>Sage ACT!
  • 147. Goldmine
  • 148. Maximizer
  • 149. Sugar
  • 150. Microsoft CRM </li></ul>10/9/2011<br />63<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 151. A Hybrid<br />Flexibilty<br /><ul><li>Host on your own server
  • 152. Inside & outside staff can both share
  • 153. Outside staff shares via Internet or VPN
  • 154. Outside firm can host premises-based app
  • 155. Lease server space - IaaS</li></ul>10/9/2011<br />64<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 156. Your Contact Management or CRM app can and should be as valuable as any employee – or any other resource.It’s an investment – not an expense.<br />10/9/2011<br />65<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 157. Thank you!<br />10/9/2011<br />66<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 158. Q & A<br />Easy questions only!<br />10/9/2011<br />67<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 159. All about us<br />tom wieczorek<br />sales automation specialists <br />630.669.2104<br />www.sas-chicago.com<br />tom@sas-chicago.com<br />10/9/2011<br />68<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  • 160. Available on SlideShare<br />Later today<br />10/9/2011<br />69<br />Copyright 2011 - sales automation specialists - All rights reserved<br />

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