SlideShare a Scribd company logo
CRM + Marketing
in the Cloud
5 Success Principles company leaders need to know to make it work
Lars Helgeson
Complete CRM
IT
Sales Marketing
Customer
Service
Events
Everything is functionally connected
Success Principle #1
Build your data model with every stakeholder
Typical Data Model Elements
Find common ground
Success Principle #2
Define Process
Triggers
Forms (Newsletter, Lead Capture, Tickets)
Website Action (Pageviews, Video,
Chat)
Phone (Inbound/Outbound Calls, SMS)
Email (Clicks, Reads, Scores), Social (Likes,
Shares)
Conversions, Purchases,
Abandonment
Single
Action
or
Score
or
Data
Change?
Automation
Add to Group
or Tag
Download
Whitepaper
Start Drip
Campaign
Send
Thank-You
Email
Create
Conversion
Purchase
Product
Schedule CRM
Followup
Send
Survey
Email
Attend
Event
Record
Preferences
in CRM
Send
Followup SMS
with Discount
Send Email
with link to
Video
Success Principle #3
Help stakeholders figure out their reporting requirements
Reporting
Drill down?
Export?
Who needs
what? When?
Success Principle #4
Don’t forget your place at the table
Success Principle #5
Pick the right vehicle to get you where you want to go
Home-Built Integration
Roll Your Own
• Legacy compatibility
• Pick best of breed
• Needs core
integrator
(Zapier)
• Manage multiple
APIs
Enterprise Core
SF / Oracle
• Large infrastructure
• Pick best of breed
• Expensive integrators
• Manage multiple APIs
• Costs/limits on API
All-In-One
Integrated
• Faster to implement
• Broad insights
• Big vision needed
• May not have
vertical
specialization
Decisions, Decisions
Don’t Be A Statistic
Success
Fail
63% of CRM Implementations Fail
(80% of Sales Automations Fail)
Thank You!
Lars Helgeson

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