Grow Sales with Customer Relationship Management
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Craig Klein, CEO of SalesNexus, Presents "Grow Sales with Customer Relationship Management" to TEANA.org in New Orleans, July 15, 2012
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Grow Sales with Customer Relationship Management
- 1. To Grow Sales, Manage Customer Relationships Craig Klein, CEO SalesNexus.com
- 2. SalesNexus.com •Founded in 2002 •CRM for SMBs •Cloud based
- 3. Customer Relationship Management
- 4. Risks •Sales person leaves to join the competition •Customer complains and you can’t prove your side of the story •Loosing business because you’re too slow
- 5. Changing Tires on a Moving Truck! •Stop what you’re doing •Set up new system •Train the staff •Learn to manage
- 7. Sales has changed •Can you be “Googled”? Inc. Magazine •Does your site create leads? 58% of purchases start with Internet search! •Leads are pre-educated
- 8. Human? Technology will never replace personal relationships. “When I need an expediter, I want to get someone on the phone and get action fast!”
- 9. De-Stress •Reach more customers •Reduce stress •Deepen relationships •…without busting the budget!
- 10. Expediter Sales Problems •“I got a proposal from your sales guy last month, I need to book this shipment today, can I get the same deal?” •“I’ve got an email from your rep here that says “delivery by 10am”! •Information Scattered Everywhere •Your Customer Doesn’t Have Time to Wait on Information
- 11. Opportunity •Make sales intelligence available in one place •Make Lead & Customer Nurturing an Automatic Part of the Sales Process
- 12. The X Factor •Prospects go through the funnel •A few turn into Clients •What about the rest?
- 13. The X Factor •They’re thrown away! •Close 20% •Throw away 80%! •Follow up “slips through •the cracks.”
- 14. Loosing Shipments Today and Tomorrow •Frequent shipper contacts an expediter about an unexpected need. •May not order due to the cost •Will that cost seem high after they live the consequences? •Will that situation occur again? •Will they remember you?
- 15. Sales CRM and Email Marketing •Nurture leads and customers using Email automatically •Increase ROI on Lead Generation “Cold” leads become hot again •Increase Sales Close Rate Communicate a Consistent Message to Prospects •Increase Revenue per Customer Ensure all Customers Know All You Can Do For Them
- 16. Increase Sales by 10% •100 leads each month, 20 orders •80 don’t close •In 6 months, 480 “dead” leads •4 additional orders each month!
- 17. Do You Mean Spam? •Lead nurturing emails are not spam, they’re informative and helpful. •Use emails to educate – what you do on the phone and in person now. •Speak to your neighbor or brother in law •Give to Get •Start Simply – just start!
- 18. How to Get Started 1. Start collecting customer information in a central system – phones, emails, etc. 2. Start tracking the sales process – identify 3 or 4 “must do” steps 3. Measure and refine your process 4. Choose technology to fit your people and your process 5. Start writing simple lead nurturing emails
- 19. Don’t Forget! 1. Don’t fall in love with the shiny things! 2. What will you automate - specifically? a) Response to new inquiries b) Staying in touch with current customers c) Customer feedback after an order 3. What is the return you expect? 4. How will you measure it?
- 20. Choosing a Solution • Cloud based vs. Internal software • Lean staff or ample IT staff? • Implementation and Help Desk Services • Will you rely on the software vendor, a 3rd party consultant or your internal IT staff? • Identify solutions that fit your support needs and budget first • What set up and training is included? • Bells and whistles don’t lead to success
- 21. While the truck is moving… • Plan time to plan • Play with the IT in the lab • Tailor it to your business • Test it in the real world • Train the staff when its REALLY ready!
- 22. A Little Help • CRM Solution Check List • From e-Newsletters to Email Marketing that Drives Sales – Webinar – August 9th
- 23. Thank You! Your Questions and Comments
Editor's Notes
- I’m grateful to be able to talk to you about something near and dear to all of our hearts….Sales! Growing your business by increasing revenue. How many of you are hoping to grow sales in the coming months?Yes! I love it! Let’s do it! Are you ready to make it happen!
- Expediter? Huh?I sell CRMCritical Reading MaterialCrucified Regional Manager
- How many of you have a central customer information system your team can all access?
- How many of you are planning to implement a CRM this year?
- It’s not easy.Poorly managed implementations are the #1 reason for failure.Stay tuned and we’ll talk about how to make it fast and easy to start in your company.
- Whatever it is you do to find and close new business, to grow we want to do more of it right?Hmmm… Do more of what we’re already stressed out by…?Are you already having trouble keeping up with follow ups? Staying on top of things?There are ways to reduce the frantic, stressful pace AND grow business!
- When a customer needs an expediter, does your name come up on the 1st page?If not, then you’re missing 58% of the opportunity!The need to focus on your Internet presence and search rankings is not news. But, it’s a slippery slope isn’t it?Can your sales process be automated? Do we need sales people at all?
- Some say the sales profession is dead.I believe Technology has given us the opportunity to change the nature of sales.Spend more time building relationships, helping customers and less time “churning” through prospects, cold calls, etc.Read quote - What if your sales team could instantly pull up the history of your business with a customer and then quickly collect all required info to address their current needs
- Let technology get you in front of more prospectsYou spend your time talking to highly qualified prospectsUnderstanding them. Helping them. Building long term relationships.
- Speed is the name of the game!
- As a business owner, when you need to know the status of a particular deal, how do you go about it?Is it something like – shoot an email or leave a voice mail for your sales rep. Wait for a reply and play phone tag. Finally speak with the sales rep and hear “I’m not sure about that boss… Let me look into it and I’ll get back to you.”What if the customer is on hold waiting for answers?Does this cause you to loose customers?Does this cause you to miss opportunities?When your competitors are only a Google search away, you need to have all the answers in hand.
- Sales teams typically focus on finding more and more prospects, close the ones they can and disregard the rest.
- Typically 80% of the “leads” your spending time finding and qualifying are disregarded!When I ask business owners “What happens to the leads your sales team doesn’t close?”, most say something like “My sales people keep following up indefinitely.” or “We put them onto our marketing list and send them our newsletter.”It’s also true that the #1 problem business owners report with the sales people is “lack of follow up”.
- When someone contacts you for the first time and doesn’t place an order, what do you do with that customer?
- Customer calls for infoEven if they don’t order, you put them on an automated drip campaign
- What if you took that 80% (disregarded or cold or dead) leads and nurtured them with a few automated emails?
- Don’t start looking for new software tomorrow. That’s the easy part. There are lots of options and you’ll be overwhelmed with options.Get your process figured out first. Use a spreadsheet for the time being if you have to.You can’t automate a process you don’t understand.
- Don’t start looking for new software tomorrow. That’s the easy part. There are lots of options and you’ll get overwhelmed.Get your process figured out first. Use a spreadsheet for the time being if you have to.