Lets spend 30 minutes considering: the importance of understanding our customers, how we can identify and work with different types of clients proactively and how we serve them better when we identify an opportunity to deliver training
REMINDER: Questions after the session Workshops being filmed
There's 2 parts to this afternoons session: CRM & then Sales Opps 2 valuable tools to help you: proactively capture business, Up sell, cross sell, manage enquiries and forge stronger and more cohesive relationships.
It will help you be better and work smarter than your competitors. You can keep track of everything in one place. This saves time and you can increase your Course Bookings -through better visibility & management of Opportunities & Enquiries = giving you more wins and happier customers
CRM stands for Client Relationship management – a way to forge and maintain stronger relationships You can hold data on Enquiries, Client company structure, the individual contacts within a Client account, their preferences, all enquiries, a full trading history, associated marketing campaigns and sales opps – even feedback. You can record absolutely ANYTHING that will help you draw your customers closer and allow you to offer a higher value service, including: Student training histories which you can drill down into, Documents that support/corroborate training, Certification or Accreditation histories, test or exam score histories
Its not just for your Clients. You can use Administrate to manage strong commercial relationships with prospective customers, suppliers, partners and other stakeholders.
5 key objectives that we will be looking at today:
We’ll look at the different types of Contacts How we can manage our Trainer Contacts How Custom Fields allow you to record unique data - relevant and specific to YOUR business How filters can quickly and easily allow you to segment your Account & Contact data And how to manage clients with complex company structures
Lets log in to Administrate and see how we can manage relationships. Lets start with a Contact (search for Candy Date)
First of all, we can see that Candy is associated with Account: Example Company plc. This reflects where she belongs. But lets look at the different types of Contacts and how we can manage them: First of all, not everyone we deal with belongs to a company. If they don’t, we simply need to click Individual. We can then transact with this person as a commercial entity – perhaps a client, perhaps a supplier, perhaps a partner.
We have multiple types of Contacts: Staff – allowing you to enter Holiday entitlement and including them as a recipient to automatic emails. Administrators – who can be associated with a training event and can receive automatic emails appropriate to their role within that event And if the contact happens to be a Trainer, either on the books or freelance – we can record and create reports showing payments histories against events they have delivered– as well as storing all salient Trainer info like Accreditations, Biography Pay rates – and the ability to compile feedback from delegates on the trainers performance etc.
Lets think about recording very specific data. We do this with Custom fields: Candy has 5 Custom fields (Show a custom field in the Contact record then Go To “Settings” and show “Custom fields”) (Show how some “Custom Fields” can be hidden from some Admin Users – based on their role (i.e. Junior/Temp staff) (Mention/show mandatory “Custom Fields” – unable to save a record unless SPECIFIC data has been recorded against Contacts)
Lets see how we can use Filters to segment our contact database:
(Filter against ATTENDED LITE 2016? ) We have reduced our view from 327 to 24 relevant Contacts We can keep on segmenting: (Filter against Booker Y/N?) This reduces our view to 18 contacts that meet our criteria Whether they are Custom or Standard fields, we can filter against both (filter against Account City = “Happytown”)
We now see there are only 2 people that meet our criteria. We’ve identified a potential decision making audience for an email that can promote events taking place in Happytown. One of whom is Candy
(click on Candys name and move to her Account)
One last thing is to show you that no matter how complex the structure of the companies you deal with, we can manage multiple offices, sites, divisions. And we can see the contacts associated with each and every one of these entities.
Now its over the Jess who is going to talk to you about opportunities!
WHY: What is are Sales Opps and why do we need to manage them? What does the journey look like? Do we all have different workflows? What data can a Sales Opp hold? Discuss Pipeline stages (Enquiry, Qualify out, Qualify and continue the journey - to the point of close and WIN! What problems can you face if you don't use Sales Opps ? (SPIN) Reinforce the benefits of a Sales Opp What are the benefits of tracking Sales Opps? (visibility, reporting, clarity, forecasting, analysing lost reasons, scheduling next steps and involving others, etc.)
Outline 3 key objectives that we will be showing today: How to create your own workflows (brief basic overview of 1 or more demo systems with prepared Opp workflows and show config screen) How to see Pipeline at a glance (Show Dashboard and explain filters that can be applied How to automatically move a recorded Opp to Close and automatically creates an Invoice and a registration
Proceed to demo, showing: 3 things that we’ll teach you how to do today: Start at Demo instance showing basic workflow stages and data fields Show second Demo instance with different Workflow stages and different data fields Show Config screen in Settings menu Show how dashboard gives you immediate visibility (show Demo instance with several pre populated Opps) Then either: 1a) Create new opp, pick client from CRM drop down(mention how they are integrated again) associate with scheduled event and add Delegate name. 1b) Create task for JJV to close opp.
Or: 2a) go to opp LITE 2016 - Example Opportunity which will has reserved a place for Candy Date on event : FAB – First Aid for Beginners 03/10/2016 – 05/10/2016 in Edinburgh -ID: 3690 2b) see task: 23 Sep 2016 10:40Call LITE 2016 - Example Opportunity - Contact Roger at Example Company plc to confirm Candys FAB bookings
Go to Home screen of User, show task, complete task, Go back to opp, show task as completed. Move opp to Close stage and show how Invoice and Registration are auto created Go To event in question and show how Delegate has been added automatically Allude to the Comm Triggers that will now automatically be fired off as a result of the auto-enrollment triggered by the Close stage of the Opp system.
We’ll be downstairs in the Snug for the next 30 minutes to answer any questions on CRM, Opps or any aspect of Client management, marketing or sales of training.
LITE 2016 – Become a CRM and Sales Opportunities Master [Mark Mullen & Jesse Vernon]
5 Key Takeaways
1. The different types of Contacts
2. How you can manage your trainers
3. Custom fields specific to your organisation
4. Quickly and easily filter accounts and
5. Manage complex organisational structures
3 Key Takeaways
1. How to create your own sales workflow
2. Maximise value from your sales pipeline
3. How to move Opportunities to close and
automatically generate registrations and