Welcome!<br />sales automation specialists<br />October 10, 2011<br />presents<br />Delivering Better Sales & Service thro...
Many, many thanks to:<br />Sybil Ege – Elgin Community College<br />Inga Neuner – Elgin Community College <br />Elgin Comm...
Let’s make this interactive – ask questions at any time!<br />10/9/2011<br />3<br />Copyright 2011 - sales automation spec...
Every firm – B2B or B2C – needs to perform marketing and sales tactics<br />10/9/2011<br />4<br />Copyright 2011 - sales a...
Unless you’re Apple!<br />10/9/2011<br />5<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
In this economy – you NEED to stay in contact with your customer base<br />The phone doesn’t ring automatically<br />10/9/...
In this economy – you NEED to stay in contact with your customer base<br />The phone doesn’t ring automatically<br /><ul><...
Effective
Efficient</li></ul>10/9/2011<br />7<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
In this economy – you NEED to stay in contact with your customer base<br />The phone doesn’t ring automatically<br /><ul><...
Effective
Efficient
You probably need a database!</li></ul>10/9/2011<br />8<br />Copyright 2011 - sales automation specialists - All rights re...
If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/20...
If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/20...
If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/20...
If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/20...
If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/20...
If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/20...
If you own, manage or are employed by a small business, what are you currently using for marketing and sales?<br />10/9/20...
There are “goods” and “bads” with each of these methods.However, there’re mostly a waste of time --  we’ll tell you why.<b...
Contact Management and CRM – what’s the difference?<br />10/9/2011<br />17<br />Copyright 2011 - sales automation speciali...
Contact Management and CRM – what’s the difference?<br />Contact Management – software that keeps track of people you do b...
Contact Management and CRM – what’s the difference?<br />Customer Relationship Management – software designed to handle ev...
Contact Management and CRM – what’s the difference?<br /><ul><li>Order history
The sales process
Support questions (“knowledgebase”)
Marketing campaigns
Other types of marketing and sales conversations with a customer and prospect</li></ul>10/9/2011<br />20<br />Copyright 20...
So, which one should I use?<br />10/9/2011<br />21<br />Copyright 2011 - sales automation specialists - All rights reserve...
ITDEPENDS!!!<br />10/9/2011<br />22<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
<ul><li>The type and size of your firm
On the products and services you offer
How large your customers are
What types of marketing and sales your firm does
How much you want to spend</li></ul>10/9/2011<br />23<br />Copyright 2011 - sales automation specialists - All rights rese...
For many small firms – Contact Management is more than sufficient<br />10/9/2011<br />24<br />Copyright 2011 - sales autom...
What’s at the Core of a good CRM or Contact Management system?<br /><ul><li>A database
It contains – at its center – a file with basic name & address information
Should also include web site, email, cell nbr, etc.
Shooting out from this – a collection of related information</li></ul>10/9/2011<br />25<br />Copyright 2011 - sales automa...
Related Information<br />A Calendar<br />.  . . and shared if using a local area network<br />10/9/2011<br />26<br />Copyr...
Related Information<br />Notes <br />Any pertinent and important info about this contact<br /><ul><li>Delivery/pickup times
Personal preferences
Purchase preferences
Hobbies & interests
Anything else that will help you build & maintain a good relationship</li></ul>10/9/2011<br />27<br />Copyright 2011 - sal...
Related Information<br />History<br /><ul><li>Correspondence sent
Emails sent & received
Phone calls made & received
Meetings held</li></ul>Essential for B2B firms with long sales cycles<br />10/9/2011<br />28<br />Copyright 2011 - sales a...
Related Information<br />Documents for & about this contact<br /><ul><li>Number-crunching spreadsheets
Quotes & proposals
PDF’s
White papers
Anything else you’ve sent this contact</li></ul>10/9/2011<br />29<br />Copyright 2011 - sales automation specialists - All...
Related Information<br />Web portal for Social Media <br /><ul><li>Social Media such as Facebook, LinkedIn, Plaxo, etc. fo...
Google maps/driving directions
Contact’s website
Contact in the news
Access to external databases such as Hoovers, Reference USA, etc.</li></ul>10/9/2011<br />30<br />Copyright 2011 - sales a...
Related Information<br />Other related info <br /><ul><li>Family & home information
Info on assistants, admin people, etc.</li></ul>10/9/2011<br />31<br />Copyright 2011 - sales automation specialists - All...
How database helps you in your business<br /><ul><li>Everything about your customers & prospects (should be) at your finge...
How database helps you in your business<br /><ul><li>Everything about your customers & prospects (should be) at your finge...
How database helps you in your business<br /><ul><li>Ability to find, search & sort</li></ul>10/9/2011<br />34<br />Copyri...
How database helps you in your business<br /><ul><li>Ability to find, search & sort
Companies & individuals
Using “lookups” or queries
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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

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ECC October 10 2011 CRM seminar

  1. 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. 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. 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. 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. 5. Unless you’re Apple!<br />10/9/2011<br />5<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  6. 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. 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. 8. Effective
  9. 9. Efficient</li></ul>10/9/2011<br />7<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  10. 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. 11. Effective
  12. 12. Efficient
  13. 13. You probably need a database!</li></ul>10/9/2011<br />8<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  14. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 25. Contact Management and CRM – what’s the difference?<br /><ul><li>Order history
  26. 26. The sales process
  27. 27. Support questions (“knowledgebase”)
  28. 28. Marketing campaigns
  29. 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. 30. So, which one should I use?<br />10/9/2011<br />21<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  31. 31. ITDEPENDS!!!<br />10/9/2011<br />22<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  32. 32. <ul><li>The type and size of your firm
  33. 33. On the products and services you offer
  34. 34. How large your customers are
  35. 35. What types of marketing and sales your firm does
  36. 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. 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. 38. What’s at the Core of a good CRM or Contact Management system?<br /><ul><li>A database
  39. 39. It contains – at its center – a file with basic name & address information
  40. 40. Should also include web site, email, cell nbr, etc.
  41. 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. 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. 43. Related Information<br />Notes <br />Any pertinent and important info about this contact<br /><ul><li>Delivery/pickup times
  44. 44. Personal preferences
  45. 45. Purchase preferences
  46. 46. Hobbies & interests
  47. 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. 48. Related Information<br />History<br /><ul><li>Correspondence sent
  49. 49. Emails sent & received
  50. 50. Phone calls made & received
  51. 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. 52. Related Information<br />Documents for & about this contact<br /><ul><li>Number-crunching spreadsheets
  53. 53. Quotes & proposals
  54. 54. PDF’s
  55. 55. White papers
  56. 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. 57. Related Information<br />Web portal for Social Media <br /><ul><li>Social Media such as Facebook, LinkedIn, Plaxo, etc. for that contact
  58. 58. Google maps/driving directions
  59. 59. Contact’s website
  60. 60. Contact in the news
  61. 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. 62. Related Information<br />Other related info <br /><ul><li>Family & home information
  63. 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. 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. 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. 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. 67. How database helps you in your business<br /><ul><li>Ability to find, search & sort
  68. 68. Companies & individuals
  69. 69. Using “lookups” or queries
  70. 70. Data mining</li></ul>10/9/2011<br />35<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  71. 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. 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. 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. 74. How database helps you in your business<br /><ul><li>It should help you find new prospects
  75. 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. 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. 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. 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. 79. How database helps you in your business<br /><ul><li>It should help you stay on top of expiration dates:
  80. 80. Policy
  81. 81. Contract
  82. 82. Warranty</li></ul>10/9/2011<br />43<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  83. 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. 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. 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. 86. Aspects and features of a good Contact Management or CRM app<br /><ul><li>Ability to create & run marketing campaigns using:
  87. 87. U S Mail
  88. 88. Email
  89. 89. E-zines or newsletters
  90. 90. Drip marketing</li></ul>10/9/2011<br />47<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  91. 91. Aspects and features of a good Contact Management or CRM app<br /><ul><li>Sharability
  92. 92. Local area network
  93. 93. Web
  94. 94. Synchronization </li></ul>10/9/2011<br />48<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  95. 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. 96. Aspects and features of a good Contact Management or CRM app<br /><ul><li>Easy access, using:
  97. 97. Desktop
  98. 98. Laptop
  99. 99. Tablet device
  100. 100. Smartphone
  101. 101. Web portal
  102. 102. Mac </li></ul>10/9/2011<br />50<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  103. 103. Aspects and features of a good Contact Management or CRM app<br /><ul><li>Email integration
  104. 104. Sales Opportunity or pipeline manager
  105. 105. Dashboard – a place to see things from “10,000 feet”
  106. 106. History of all contacts or touches
  107. 107. Customizable by the end user
  108. 108. Tech support must be reachable</li></ul>10/9/2011<br />51<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  109. 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. 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. 111. IT DEPENDS!!!!!<br />10/9/2011<br />54<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  112. 112. Cloud vs. Premises – Pros & Cons<br />Premises-based – Pros<br /><ul><li>One-time fee – until when or if you upgrade
  113. 113. For multiple users-sharing a common db-$200-$300 per user-5 users=$1000-$1500 - once
  114. 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. 115. Cloud vs. Premises – Pros & Cons<br />Premises-based – Pros<br /><ul><li>After 5 years - $15,000-$18,000 for cloud
  116. 116. Premises-based – one-time cost of $1000-$1500 (plus services & support)
  117. 117. (assuming no upgrades in 5 years)
  118. 118. No Internet access required for most functions
  119. 119. YOU own the data</li></ul>10/9/2011<br />56<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  120. 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. 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. 122. App is quickly out of date
  123. 123. Small firms very poor at backup and security
  124. 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. 125. Cloud vs. Premises – Pros & Cons<br />Premises-based – Cons<br /><ul><li>Costly to upgrade & migrate
  126. 126. Not always accessible everywhere
  127. 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. 128. Cloud vs. Premises – Pros & Cons<br />Cloud-based – Pros<br /><ul><li>You always have the latest version
  129. 129. Automatically backed up
  130. 130. Accessible anywhere there’s Internet access
  131. 131. Single-user or team-oriented
  132. 132. Small initial capital outlay</li></ul>10/9/2011<br />60<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  133. 133. Cloud vs. Premises – Pros & Cons<br />Cloud-based – Pros<br /><ul><li>Variety of devices can be used:
  134. 134. Smartphones
  135. 135. Laptops
  136. 136. Desktops
  137. 137. Mac
  138. 138. Tablet
  139. 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. 140. Cloud vs. Premises – Pros & Cons<br />Cloud-based – Cons<br /><ul><li>More expensive – over the course of time
  141. 141. DITW if there’s no Internet access
  142. 142. Who owns the data?
  143. 143. Really getting backed up? Better check
  144. 144. Can you get your data back?
  145. 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. 146. A Hybrid<br />Premises-based also cloud accessible<br /><ul><li>Sage ACT!
  147. 147. Goldmine
  148. 148. Maximizer
  149. 149. Sugar
  150. 150. Microsoft CRM </li></ul>10/9/2011<br />63<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  151. 151. A Hybrid<br />Flexibilty<br /><ul><li>Host on your own server
  152. 152. Inside & outside staff can both share
  153. 153. Outside staff shares via Internet or VPN
  154. 154. Outside firm can host premises-based app
  155. 155. Lease server space - IaaS</li></ul>10/9/2011<br />64<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  156. 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. 157. Thank you!<br />10/9/2011<br />66<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  158. 158. Q & A<br />Easy questions only!<br />10/9/2011<br />67<br />Copyright 2011 - sales automation specialists - All rights reserved<br />
  159. 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. 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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