CRM Success:From   Chaos To Calm (Part Deux)                        (Part Deux)                Getting MORE out of LESS......
HousekeepingBe Social.•   Ask questions during the presentation @Infusionsoft #CRMSuccess•   Be nice to Wes @SalesWhispere...
Your PresenterCommission Salesman & CRM / Databaseuser since 1997. (I was CRM when CRMwasn’t cool!)Salesforce.com user sin...
Your PresenterAuthor of “The Definitive Guide to Infusionsoft”Owner of The Sales Whisperer               ®Sneak peek at We...
What we covered in Part 1The History of CRMThe Purpose of CRMThe Benefits of CRMThe Usage of CRM                   Let’s C...
What you will learn todayWhy many CRM implementations failQuestions to ask when considering aCRMHow not to fail when imple...
Quick Review: The History of CRMThe 80‘s - Hello PC & ACT! (1986)The 90‘s - Hello internet & SFDC (1999)                  ...
The Dangerous Spread of CRM For The          Small BusinessCRM was made by the big guys forthe big guys to:  Check in on t...
The Dangerous Spread of CRM For The        Small Business (contd...)CRM was made by the big guys forthe big guys to:  Pull...
The Dangerous Spread of CRM For The        Small Business (contd...)What is missing from the list? Lead capture Marketing ...
Why CRMs Fail:      The Expectation Dislocation      The Expectation DislocationWhat you want & need.                     ...
Why CRMs Fail:The Expectation          DislocationWhat you want & need.                                                   ...
Why CRMs Fail:The Expectation          DislocationWhat you want & need.                                                   ...
Why CRMs Fail:The Expectation          DislocationWhat you want & need.                                                   ...
Why CRMs Fail:The Expectation          DislocationWhat you want & need.                                                   ...
Why CRMs Fail:The Expectation          DislocationWhat you want & need.                                                   ...
Why CRMs Fail:                The 20 “You” Questions                The 20 “You” QuestionsAm I in growth-mode or cost-redu...
Why CRMs Fail:                 The 20 “You” Questions                 The 20 “You” QuestionsWhat is my in-house expertise?...
Why CRMs Fail:                 The 20 “You” Questions                 The 20 “You” QuestionsHow good am I a tracking adher...
Why CRMs Fail:                 The 20 “You” Questions                 The 20 “You” QuestionsWhat’ the lifetime value of a ...
Why CRMs Fail:                          The 14 “Gotchas”                          The 14 “Gotchas”Too much emphasis on the...
Why CRMs Fail:                         The 14 “Gotchas”                         The 14 “Gotchas”Failing to focus on servin...
Why CRMs Fail:                          The 14 “Gotchas”                          The 14 “Gotchas”Expecting too much too s...
Why CRMs Fail:                         The 14 “Gotchas”                         The 14 “Gotchas”Not having a champion. (So...
Why CRMs Fail:                        The 14 “Gotchas”                        The 14 “Gotchas”Not creating a fluid, symbio...
Why CRMs Fail:                      The 14 “Gotchas”                      The 14 “Gotchas”Failing to understand technology...
Why CRMs Fail:                          The 14 “Gotchas”                          The 14 “Gotchas”Jumping in too quickly w...
Why Do CRM Implementations Fail?Your CRM Implementation CAN andSHOULD be a success.14 Points To Consider20 Gotchas        ...
Learn MoreInfusionsoft - 866.800.0004 x1 (Madison.Jacobs@infusionsoft.com)Speak With Wes - 714.369.8004 (Wes@TheSalesWhisp...
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CRM Success: From Chaos to Calm Part II Webinar

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Wes Schaeffer of The Sales Whisperer covers questions you should ask yourself when searching for a CRM solution, how to interpret the answers to those questions and why some CRM implementations fail and how to avoid it.

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CRM Success: From Chaos to Calm Part II Webinar

  1. 1. CRM Success:From Chaos To Calm (Part Deux) (Part Deux) Getting MORE out of LESS... Presented by Wes Schaeffer, The Sales Whisperer ® www.TheSalesWhisperer.com Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  2. 2. HousekeepingBe Social.• Ask questions during the presentation @Infusionsoft #CRMSuccess• Be nice to Wes @SalesWhispererYES! It’s recorded and we’ll share that with you.You’re All on Mute. Enter your questions via chat &/or Twitter.This Webinar will last 45-50 MinutesYour questions Will get Answered Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  3. 3. Your PresenterCommission Salesman & CRM / Databaseuser since 1997. (I was CRM when CRMwasn’t cool!)Salesforce.com user since 2004.Salesforce-certified for Dell in 2007.#1-rated sales & CRM trainer at Dell in2007.Infusionsoft-Certified in 2008. Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  4. 4. Your PresenterAuthor of “The Definitive Guide to Infusionsoft”Owner of The Sales Whisperer ®Sneak peek at Wes’ CRM Stats• 40,425 contacts• 754 Tags• 45 Campaigns• 230 Web Forms 14 Active UsersIn other words, Wes is a “doer” not just a teacher. Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  5. 5. What we covered in Part 1The History of CRMThe Purpose of CRMThe Benefits of CRMThe Usage of CRM Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  6. 6. What you will learn todayWhy many CRM implementations failQuestions to ask when considering aCRMHow not to fail when implementingyour CRM so you can avoid looking likethose two on the right! (a.k.a. HowNOT to look like them!) Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  7. 7. Quick Review: The History of CRMThe 80‘s - Hello PC & ACT! (1986)The 90‘s - Hello internet & SFDC (1999) Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  8. 8. The Dangerous Spread of CRM For The Small BusinessCRM was made by the big guys forthe big guys to: Check in on their people Consolidate their data From manila folders Sticky notes Notebooks Outlook Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  9. 9. The Dangerous Spread of CRM For The Small Business (contd...)CRM was made by the big guys forthe big guys to: Pull reports Connect to ERP (enterprise resource planning) Protect the brand Cut costs Comply with complex laws Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  10. 10. The Dangerous Spread of CRM For The Small Business (contd...)What is missing from the list? Lead capture Marketing Automation Segmentation Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  11. 11. Why CRMs Fail: The Expectation Dislocation The Expectation DislocationWhat you want & need. What you get. Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  12. 12. Why CRMs Fail:The Expectation DislocationWhat you want & need. What you get Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  13. 13. Why CRMs Fail:The Expectation DislocationWhat you want & need. What you get Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  14. 14. Why CRMs Fail:The Expectation DislocationWhat you want & need. What you get Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  15. 15. Why CRMs Fail:The Expectation DislocationWhat you want & need. What you get Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  16. 16. Why CRMs Fail:The Expectation DislocationWhat you want & need. What you get Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  17. 17. Why CRMs Fail: The 20 “You” Questions The 20 “You” QuestionsAm I in growth-mode or cost-reduction mode? (Circle one)How many employees need to use this today? _____How many employees need to use this in 12 months? ______How many employees need to use this in 36 months? ______How soon do we need to be up and running? _______What is my budget for implementation, customization, integrationand training? ______ Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  18. 18. Why CRMs Fail: The 20 “You” Questions The 20 “You” QuestionsWhat is my in-house expertise?How secure is my facility?How good am I at tracking my lead generation campaigns?What’s the ROI on my marketing efforts and what is the trendover the last 3-6-12-24 months?How quickly to I respond to new leads and inquiries?Do I have a sales methodology? Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  19. 19. Why CRMs Fail: The 20 “You” Questions The 20 “You” QuestionsHow good am I a tracking adherence to my sales methodology?How predictable are my sales and what is the trend over the last3-6-12-24 months?How profitable are my sales and what is the trend over the last3-6-12-24 months?What’s my normal sales cycle and what is the trend over the last3-6-12-24 months? Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  20. 20. Why CRMs Fail: The 20 “You” Questions The 20 “You” QuestionsWhat’ the lifetime value of a client and what is the trend overthe last 3-6-12-24 months?How good am I at creating forecast/pipeline reports?How good am I at securing referrals from great clients?How good am I at securing testimonials from great clients? Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  21. 21. Why CRMs Fail: The 14 “Gotchas” The 14 “Gotchas”Too much emphasis on the vendor’s pedigree,packaging and hype. (Your vendor having a SuperBowl ad doesn’t make you money. Neither does thefact that some Fortune 50 company uses it!)Too much emphasis on the bells and whistles.(97% of households still have blinking clocks on theirVCRs and 3,000,000 can’t even punch a voting cardcorrectly.) Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  22. 22. Why CRMs Fail: The 14 “Gotchas” The 14 “Gotchas”Failing to focus on serving your customers.(One-hit wonders still end up on reality TV topay their mortgage.)Failing to focus on building the relationship.(AFTER the sale is where the reputation - andthe money - is made.)Thinking prospects and customers can be“managed.” Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  23. 23. Why CRMs Fail: The 14 “Gotchas” The 14 “Gotchas”Expecting too much too soon and too littlebeyond their horizon. (Hyper-expectation + myopia= :-(Not knowing or understanding the role ofautomation in growing their business. (Automate.Integrate. Dominate.)Looking to a CRM as a virtual “storage bin”instead of a catalyst for growth. (Are you storingfor protection or accessing & leveraging for growth?) Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  24. 24. Why CRMs Fail: The 14 “Gotchas” The 14 “Gotchas”Not having a champion. (Somebody needs tobe fired up, competent and persuasive.)Not leading from the front. (Duh!)Creating silos of “cool users” and“others.” (Together we stand, divided wefall.) Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  25. 25. Why CRMs Fail: The 14 “Gotchas” The 14 “Gotchas”Not creating a fluid, symbioticintegration of the technology withyour people, clients and yourbusiness processes. Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  26. 26. Why CRMs Fail: The 14 “Gotchas” The 14 “Gotchas”Failing to understand technology isnot the answer. You are the answer.Technology helps those withquestions find and choose you toprovide the answer. Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  27. 27. Why CRMs Fail: The 14 “Gotchas” The 14 “Gotchas”Jumping in too quickly without takingthe time to address the gotchas listedhere. (There’s a fine line between takingmassive action and being carelessbecause you’re frustrated.) Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  28. 28. Why Do CRM Implementations Fail?Your CRM Implementation CAN andSHOULD be a success.14 Points To Consider20 Gotchas Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  29. 29. Learn MoreInfusionsoft - 866.800.0004 x1 (Madison.Jacobs@infusionsoft.com)Speak With Wes - 714.369.8004 (Wes@TheSalesWhisperer.com)Free Demo: www.infusionsoft.com/demo Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004

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