The webinar present the importance that CRM has over Small and Middle Business in Latin America and the Caribbean

1. Webinar
CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase
Your Competitive Advantage!
Mariano J. Doble, CEO Doble Group, LLC
Jesus Hoyos, Founder JesusHoyos.com
Thursday March 20, 2014

2. Panelists
M a r i a n o J . D o b l e I C E O D o b l e G r o u p , L L C
Mariano J. Doble is the CEO of Doble Group, LLC; a boutique consulting firm that focuses on
improving business results through CRM solutions and the alignment of the organization, its
processes and teams for success. Doble Group delivers its services through highly customized
consulting programs and the world's most innovative cloud technologies.
Doble Group Blog: http://doblegroup.com/blog/
LinkedIn: doble-group-llc I Twitter: @doblegroup I Google: doblegroup
J e s ú s H o y o s I F o u n d e r J e s u s H o y o s . c o m
Partner and co-founder of JesusHoyos.com, Jesús Hoyos has over 22 years of experience
providing leadership in the execution of Customer Relationship Management initiatives.
Throughout his career he has assisted clients, vendors, and team members with business
processes, requirements, project management, quality assurance, business cases and best
practices.
Blog: www.jesushoyos.com I Twitter: @jesus_hoyos I Google: Jesus Hoyos, CRM

3. “CRM Is for Everyone”
Jesus Hoyos
Founder JesusHoyos.com

4. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
Tendencies and Opport unit ies
 There is a Data Democracy
– Data and Knowledge
 Small Data vs Big Data
– Excel vs Social Media
 CRM prices are attractive and reachable
– Departments
– Enterprises
– Small and Medium-Sized Businesses

5. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
 Agility and Productivity
 Competitiveness
 CRM is now integrated
‒ Google Apps
‒ Gmail
‒ Salesforce.com AppExchange
 Mobil Applications – Android & iOS
Tendencies and Opport unit ies

6. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
 CRM is now digital
 Social Media are channels
 We are People
– Kissmetrics
– FullContact
– Woopra
– MailChimp
– Lander
– UnBounce
– LinkedIn
Tendencies and Opport unit ies

7. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
 Best Practice and Standards for CRM
(available for all)
 SMB vs. Enterprises vs. Multinationals
 Data Control vs. Sales Control
vs. Commercial Agenda
Tendencies and Opport unit ies

8. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
Success St ories
 Barack Obama
President of the USA
 Marco Antonio Cruz
Photographer from Mexico

9. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
A bout Marco A nt onio C ruz
1. Well known Mexican Documental Photographer
2. Little presence in the internet and web page
3. Without a SEO strategy or Social Media
4. Renowned documentary photography content and
searched on the Internet and traditional media

10. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
Object ive - Marco A nt onio C ruz
1. Win the international photography
grand price by internet votes
2. Generate international business

11. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
R esult s

12. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
St rat egy
1. Take advantage of its unique photo content
2. Search niches for documentary photography
3. Tweets to find these niches in different languages ​​and out of Mexico
4. Facebook – as Marco Antonio Cruz the photographer and word-of-mouth
with friends
5. Blog with WordPress
6. CRM and Landing Page
7. Re-Design web page, photo portfolio and content

13. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
D igit al C R M

14. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
Increase Traf f ic:
Search, conversat ions, blog post ings…

15. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
Increase Traf f ic:
Search, conversat ions, blog post ings…

16. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
The R esult s
1. Winner of the Grand Prize
2. New Business and Expositions in Mexico and Canada
3. Niche opportunities in other countries
4. New status as an international renown photographer
5. Better SEO – organic
6. Increased traffic in his social media (Blog, Facebook and Twitter)
7. New revenues
8. Prospects and Opportunities in the CRM

17. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
H ow t he R esult s w ere Obt ained:
 Communication Analysis to understand Where to Focus
 Social Media Tactical Plan
– Blog to take advantage of its content and create a sense of community for
documentary photography
– Improvement of its pictures portfolio in the web site
– Facebook marketing to generate word-of-mouth publicity
– Twitter to find niche markets in other countries
– Generate conversation and increase traffic to its blog and web site
 An Operational CRM
– CRM and a landing page to convert conversation and traffic into leads
– A process to convert leads into opportunities and manage opportunities by stages
according to best practices

18. The Future of CRMs in
the SMB Sector
Mariano J. Doble, CEO
Doble Group, LLC
www.doblegroup.com

19. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
The Future of CRMs in SMBs
Knowing Your Customers : 1st Competitive Advantage
Social networks offer you a broader view of
your customers and when combined with a
CRM will provide powerful intelligence to help
you build a better customer profile by
understanding behaviors, preferences,
purchasing history, and even predictive
recommendations for possible future
purchases.
If you understand your customer better than your competitor, who has the advantage?

20. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
The Fut ure of C R M in SMB ’s
 Connectivity (Web 2.0)
– Applications - APPS (A More Personal Experience)
– Devices (Mobile, Tablet or PC)
– Relevance (Just for Me)
 Mobility
– On the Go Office (Anywhere)
– Immediate Response (24/7)
– Real Time Information (Better Decisions, Quicker)

21. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
The Fut ure of C R M in SMB
 Dashboards
– Performance Management (Metrics)
– Quality Work & Productivity (Process Adherence and Time Management)
– Business Intelligence (WAR)
– Information is Power
 Marketing Automation
– On-Line Campaign and Promotion Management
– Tighter Sales and Marketing Alignment
 Communities
– Bi-Directional Interaction
– Convert your Clients into Brand Advocates (Fans)

22. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
The Fut ure of C R M in SMB
 Opportunity Management
– Stage Management (Sales Cycle)
– Quotes
– Products
– Competition
– Intelligence to Win!
 Data and Content
– Organize
– Standardize
– Agility

23. Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirm it Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
At the End of the Day it’s about Results!
Sales
Lead
Conversion
+38%
Sales
Productivity
+36%
Forecast
Accuracy
+45%
Win
Rate
+26%
+28%

24. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
Summary
CRM is for Everyone, Specially for Small and Medium-Sized
Businesses, The Cloud makes it Possible and Affordable
Increases Your Competitive: Stand out in Sales, Marketing
and Customer Service (Better Customer Experience)
CRM is not an Option, it’s a Basic Need to Compete!

25. CRM Is for Everyone:
Small and Medium-Sized Businesses, Increase Your Competitive Advantage!
Questions?
Mariano J. Doble, CEO Doble Group, LLC
Jesus Hoyos, Fundador JesusHoyos.com

27. Follow Us!

28. Doble Group
D o b l e G r o u p , L L C i s a b o u t i q u e c o n s u l t i n g f i r m t h a t f o c u s e s o n i m p r o v i n g
c o m m e r c i a l b u s i n e s s r e s u l t s t h r o u g h C R M s o l u t i o n s a n d t h e a l i g n m e n t o f t h e
o r g a n i z a t i o n , i t s p r o c e s s e s a n d t e a m s f o r s u c c e s s . W e d e l i v e r o u r s e r v i c e s
t h r o u g h h i g h l y c u s t o m i z e d c o n s u l t i n g , t r a i n i n g a n d c o a c h i n g p r o g r a m s a n d t h e
w o r l d ’ s # 1 C R M t e c h n o l o g i e s .

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