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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!
    sales automation specialists
    October 10, 2011
    presents
    Delivering Better Sales & Service through CRM
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  • 2. Many, many thanks to:
    Sybil Ege – Elgin Community College
    Inga Neuner – Elgin Community College
    Elgin Community College University & Business Center
    Welcome to all of you!
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  • 3. Let’s make this interactive – ask questions at any time!
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  • 4. Every firm – B2B or B2C – needs to perform marketing and sales tactics
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  • 5. Unless you’re Apple!
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  • 6. In this economy – you NEED to stay in contact with your customer base
    The phone doesn’t ring automatically
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  • 7. In this economy – you NEED to stay in contact with your customer base
    The phone doesn’t ring automatically
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  • 10. In this economy – you NEED to stay in contact with your customer base
    The phone doesn’t ring automatically
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  • 14. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?
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  • 15. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?
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  • 16. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?
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  • 17. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?
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  • 18. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?
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  • 19. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?
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  • 20. If you own, manage or are employed by a small business, what are you currently using for marketing and sales?
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  • 21. There are “goods” and “bads” with each of these methods.However, there’re mostly a waste of time -- we’ll tell you why.
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  • 22. Contact Management and CRM – what’s the difference?
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  • 23. Contact Management and CRM – what’s the difference?
    Contact Management – software that keeps track of people you do business with & related activities
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  • 24. Contact Management and CRM – what’s the difference?
    Customer Relationship Management – software designed to handle every aspect of a customer’s interaction with a company. CRM includes:
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  • 25. Contact Management and CRM – what’s the difference?
    • 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
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  • 30. So, which one should I use?
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  • 31. ITDEPENDS!!!
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  • 32.
    • 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
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  • 37. For many small firms – Contact Management is more than sufficient
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  • 38. What’s at the Core of a good CRM or Contact Management system?
    • 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
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  • 42. Related Information
    A Calendar
    . . . and shared if using a local area network
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  • 43. Related Information
    Notes
    Any pertinent and important info about this contact
    • Delivery/pickup times
    • 44. Personal preferences
    • 45. Purchase preferences
    • 46. Hobbies & interests
    • 47. Anything else that will help you build & maintain a good relationship
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  • 48. Related Information
    History
    • Correspondence sent
    • 49. Emails sent & received
    • 50. Phone calls made & received
    • 51. Meetings held
    Essential for B2B firms with long sales cycles
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  • 52. Related Information
    Documents for & about this contact
    • Number-crunching spreadsheets
    • 53. Quotes & proposals
    • 54. PDF’s
    • 55. White papers
    • 56. Anything else you’ve sent this contact
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  • 57. Related Information
    Web portal for Social Media
    • 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.
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  • 62. Related Information
    Other related info
    • Family & home information
    • 63. Info on assistants, admin people, etc.
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  • 64. How database helps you in your business
    • Everything about your customers & prospects (should be) at your fingertips
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  • 65. How database helps you in your business
    • Everything about your customers & prospects (should be) at your fingertips
    Accessible anywhere you may be
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  • 66. How database helps you in your business
    • Ability to find, search & sort
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  • 67. How database helps you in your business
    • Ability to find, search & sort
    • 68. Companies & individuals
    • 69. Using “lookups” or queries
    • 70. Data mining
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  • 71. How database helps you in your business
    • Grouping, categorization & segmenting
    (for marketing purposes)
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  • 72. How database helps you in your business
    • Shared with others on your team – on a local area network and/or cloud
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  • 73. How database helps you in your business
    • Shared with others on your team – on a local area network and/or cloud
    Everyone on the team is on the same page
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  • 74. How database helps you in your business
    • It should help you find new prospects
    • 75. It should help you find who you haven’t done business with in a long time
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  • 76. How database helps you in your business
    • It should help prevent Sales Opportunities from slipping through the cracks
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  • 77. How database helps you in your business
    • It should easily let you search all those notes & details
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  • 78. How database helps you in your business
    • It should help you build & maintain a “sales pipeline”
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  • 79. How database helps you in your business
    • It should help you stay on top of expiration dates:
    • 80. Policy
    • 81. Contract
    • 82. Warranty
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  • 83. How database helps you in your business
    • It should be your “right hand person” when it comes to your marketing and sales efforts
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  • 84. Aspects and features of a good Contact Management or CRM app
    • IT’S GOT TO BE EASY TO USE!!!
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  • 85. Aspects and features of a good Contact Management or CRM app
    • Searchability - lookups, queries, data mining, etc.
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  • 86. Aspects and features of a good Contact Management or CRM app
    • Ability to create & run marketing campaigns using:
    • 87. U S Mail
    • 88. Email
    • 89. E-zines or newsletters
    • 90. Drip marketing
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  • 91. Aspects and features of a good Contact Management or CRM app
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  • 95. Aspects and features of a good Contact Management or CRM app
    • Fast!!!
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  • 96. Aspects and features of a good Contact Management or CRM app
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  • 103. Aspects and features of a good Contact Management or CRM app
    • 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
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  • 109. Aspects and features of a good Contact Management or CRM app
    • Reporting - be able to intelligently report back all the data that’s been entered
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  • 110. Where is it?????
    Cloud or premises?
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  • 111. IT DEPENDS!!!!!
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  • 112. Cloud vs. Premises – Pros & Cons
    Premises-based – Pros
    • 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
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  • 115. Cloud vs. Premises – Pros & Cons
    Premises-based – Pros
    • 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
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  • 120. Cloud vs. Premises – Pros & Cons
    Premises-based – Pros
    • It’s as secure as YOU make it
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  • 121. Cloud vs. Premises – Pros & Cons
    Premises-based – Cons
    • 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
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  • 125. Cloud vs. Premises – Pros & Cons
    Premises-based – Cons
    • Costly to upgrade & migrate
    • 126. Not always accessible everywhere
    • 127. App is out of commission during the upgrade
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  • 128. Cloud vs. Premises – Pros & Cons
    Cloud-based – Pros
    • 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
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  • 133. Cloud vs. Premises – Pros & Cons
    Cloud-based – Pros
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  • 140. Cloud vs. Premises – Pros & Cons
    Cloud-based – Cons
    • 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?
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  • 146. A Hybrid
    Premises-based also cloud accessible
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  • 151. A Hybrid
    Flexibilty
    • 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
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  • 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.
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  • 157. Thank you!
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  • 158. Q & A
    Easy questions only!
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  • 159. All about us
    tom wieczorek
    sales automation specialists
    630.669.2104
    www.sas-chicago.com
    tom@sas-chicago.com
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  • 160. Available on SlideShare
    Later today
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