The document discusses how to create a sales culture in a professional services firm using CRM tools. It recommends identifying steps to build a sales culture, utilizing CRM tools to accomplish this, and applying tactics tailored to each company. Specific tactics include understanding target audiences, providing training and support, celebrating successes, and collecting feedback to customize CRM implementation over time. The overall goal is to change partners' behaviors and focus more on sales and business development through an effective CRM system.
What is the Purpose of a CRM Application?Pipeliner CRM
For a couple of decades now, business technology pundits have told us we needed a CRM application. Yet at the same time, sales forces have continued to complain that CRM is an overbearing administrative burden. This all leads to a particularly pertinent question: What is a CRM application actually for?
What are the 3 key functions of a CRM?
1. Sales Force Automation
2. Marketing Automation
3. Customer Service Automation
How will CRM functionalities benefit your business?
It is important for organizations of all sizes to adopt to a Customer Relationship Software for end to end collaboration and improved customer service.
What is the Purpose of a CRM Application?Pipeliner CRM
For a couple of decades now, business technology pundits have told us we needed a CRM application. Yet at the same time, sales forces have continued to complain that CRM is an overbearing administrative burden. This all leads to a particularly pertinent question: What is a CRM application actually for?
What are the 3 key functions of a CRM?
1. Sales Force Automation
2. Marketing Automation
3. Customer Service Automation
How will CRM functionalities benefit your business?
It is important for organizations of all sizes to adopt to a Customer Relationship Software for end to end collaboration and improved customer service.
Ppt top challenges in crm implementationSalesBabuCRM
CRM is specially designed to maintain a healthy relationship with the customers. The sales end is the one that enjoys most of the benefits of CRM software. CRM software acts as a hub to provide benefits to the various departments in a company such as the marketing team, sales team, and customer support teams.
Management must be learnt just like any other profession, a foreign language or a type of sport. Management is not easy, so it must constantly be practiced. However, neither is it more difficult than other professions, so anyone can achieve a certain degree of competence, higher than that of an amateur.
All long-term focused companies are building their progress based on some initial ideas and principles. The Pipeliner Manifesto declares our most essential objectives and motives.
Discover empowering CRM solutions for your business management through Pipeliner–Instant Intelligence, Visualized!
Operational CRM generally refers to services that allow an organization to take care of their customers. It provides support for various business processes, which can include sales, marketing and service. Contact and call centers, data aggregation systems and web sites are a few examples of operational CRM. If your company has a high customer turnover, or perhaps high service costs, Operational CRM Solutions is a tool that can help you solve your problems. The high tech expertise of CRM gives you access to information about your customer as well as giving you a clear view of your customers needs.
t is a systematic approach to analyze customer data and interactions to improve various business processes in Sales, Marketing and Service. The main purpose of Analytical CRM is to gather customer information from various channels and gain knowledge about customers’ behaviors and buying pattern as much as possible. It helps an organization to develop new marketing strategy, campaign management, customer acquisition and retention.
Operational CRM lets you oversee processes and streamline operations to its right end. Analytical CRM assimilates data and form insights , which is better
Primmero CRM Suite is an effective tool in this regard. It is a complete Customer Management Solution which would satisfy customers of various domains like Sales, Manufacturing, Production etc.
A presentation on customer relationship management , making it easy for you to understand what 'CRM' actually is! this presentation is a part of my course titled
'E-business management' . special thanks to my team mates ammara ahmad , tanvi chaturvedi,and lekshmi jagan for helping me out with this amazing presentation.
http://mountvernonschool.org The Council on Innovation comprises about 20 members -- experts and visionaries inentrepreneurship, education, business, and community leadership. Called together as a league of advisors, the Council provides ins
Ppt top challenges in crm implementationSalesBabuCRM
CRM is specially designed to maintain a healthy relationship with the customers. The sales end is the one that enjoys most of the benefits of CRM software. CRM software acts as a hub to provide benefits to the various departments in a company such as the marketing team, sales team, and customer support teams.
Management must be learnt just like any other profession, a foreign language or a type of sport. Management is not easy, so it must constantly be practiced. However, neither is it more difficult than other professions, so anyone can achieve a certain degree of competence, higher than that of an amateur.
All long-term focused companies are building their progress based on some initial ideas and principles. The Pipeliner Manifesto declares our most essential objectives and motives.
Discover empowering CRM solutions for your business management through Pipeliner–Instant Intelligence, Visualized!
Operational CRM generally refers to services that allow an organization to take care of their customers. It provides support for various business processes, which can include sales, marketing and service. Contact and call centers, data aggregation systems and web sites are a few examples of operational CRM. If your company has a high customer turnover, or perhaps high service costs, Operational CRM Solutions is a tool that can help you solve your problems. The high tech expertise of CRM gives you access to information about your customer as well as giving you a clear view of your customers needs.
t is a systematic approach to analyze customer data and interactions to improve various business processes in Sales, Marketing and Service. The main purpose of Analytical CRM is to gather customer information from various channels and gain knowledge about customers’ behaviors and buying pattern as much as possible. It helps an organization to develop new marketing strategy, campaign management, customer acquisition and retention.
Operational CRM lets you oversee processes and streamline operations to its right end. Analytical CRM assimilates data and form insights , which is better
Primmero CRM Suite is an effective tool in this regard. It is a complete Customer Management Solution which would satisfy customers of various domains like Sales, Manufacturing, Production etc.
A presentation on customer relationship management , making it easy for you to understand what 'CRM' actually is! this presentation is a part of my course titled
'E-business management' . special thanks to my team mates ammara ahmad , tanvi chaturvedi,and lekshmi jagan for helping me out with this amazing presentation.
http://mountvernonschool.org The Council on Innovation comprises about 20 members -- experts and visionaries inentrepreneurship, education, business, and community leadership. Called together as a league of advisors, the Council provides ins
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Singh Education is the well known career consultant in Pune. Check out the latest top ten engineering college in Maharashtra. And this information is important for students to get admission in engineering college in Maharashtra.
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
Career in Crm :- Customer Relationship Management (CRM) has become an essential aspect of business operations in today's highly competitive market. By effectively managing relationships with customers, companies can enhance customer satisfaction, increase sales, and drive business growth. As a result, the demand for professionals with expertise in CRM is on the rise. In this article, we will explore the various aspects of building a successful career in CRM and the opportunities it offers.
1. Using CRM to Build a Dynamic
Sales Culture in a Non-Traditional
Sales Environment
Professional Services SIG
October 22, 2014
2. @CRMU
Agenda
Identify steps to create a sales culture in a
professional services industry
Utilize the tools within CRM to accomplish this
Apply a combination of tactics that suit your
company
3. @CRMU
Intro
Implementing CRM Dynamics at
WeiserMazars LLP
Prior: 6+ Grant Thornton
Client service experience in the
financial service industry
4. @CRMU
Professional Services
The landscape is changing
– Partners now must focus on sales
– Competitive environment
– Focus on fees
– Fewer differentiating factors among competitors
7. @CRMU
Marketing / CRM’s Role
Provide the tools
Provide ongoing support/guidance
Lead by example
Highlight wins and success stories
Show the ‘why’
Make it easy!
Provide clean data
12. @CRMU
Buy-In Before and During
Implementation
Set-up committee
Executive sponsorship
What is important to the firm?
Identify champions
**Any Talk About a Sales Culture?**
13. @CRMU
Buy-In After Implementation
As for feedback (either survey or informal)
Find those champions
Schedule maintenance and customization
Re-brand the system if stale
16. @CRMU
Marketing Challenges
“On average, sales and marketing costs average from
15%-35% of total corporate costs. So the effort to
automate for more sales efficiency is absolutely
essential. In cases reviewed, sales increases due to
advanced CRM technology have ranged from 10% to
more than 30%.”
- Harvard Business Review
17. @CRMU
Rome Wasn’t Built…
Changing behavior takes time!
Don’t introduce too much, too fast
Takes consistency,
persistence…and a smile!
18. @CRMU
Thank You For Your Time!!
Stephanie Koutsares
Senior Manager, CRM
WeiserMazars LLP
(P) 212.375.6885
(E) Stephanie.Koutsares@weisermazars.com
(L) www.linkedin.com/in/skoutsares/
Editor's Notes
The professional services landscape is changing.
First, partners, who were traditionally promoted to the role because of their work ability, are now tasked with sales quote and business development activities.
Partners don’t necessarily have the skill set to do this, nor the knowledge of the CRM tools
Other challenges:
Lots of capable companies who do the same work you do, fewer ‘greener fees’
Few differentiating factors among companies, as more firms are picking service providers based on fees
As marketers and CRM professionals, what is OUR role during these changing times?
Provide the Business development tools// CRM, research, sales
Provide ongoing support and guidance
Lead by example
Highlight wins/success stories (since marketing has a top-down view)
Show the value ‘the WHY’
Make it accessible and convenient (dashboards/advanced finds/links)
Provide clean data – the fastest scapegoat is clean data
Resources: Training, Data Cleansing, Creating User Guides, Creating advanced finds…takes time! And resources!
Demonstrating the value of CRM: “Everything is fine the way it is”
-Meetings with handwritten pipelines
-No reports
** How can marketing “Win the War?”
Leaders in all professional service firms agree on one thing: measuring data, especially when it comes to the bottom line $$$!
You can measure:
Wins
Losses
Why we won. Why we lost
Sales cycle
Average fees
Trends
Usage of the system
Cross selling/white space
Referrals
Benefits of trade associations
Seminars
Campaigns
# of touch points needed to get to proposal status…
To increase CRM adoption and create a sales culture, put your marketing hat on!
Understand Target Audience: each subsector in your firm, including office and title, has different needs, fears and abilities when it comes to CRM
Convenience: Automatic Log-In, Email links, Dashboards, trainings* (more on trainings later); Accommodations for less tech inclined (templates)
Reports: Various formats, pivot tables to tell a story. Teach segment leaders how to ready reports and use them in their meeting! Story from RE.
Celebrate!: Celebrate Wins, Success Stories, Usage stories
Complimentary Sales Training: Integrate the language to that the two appear seemless
Contest
Positive Attitude
Training is the first introduction (or re-introduction) many have to CRM, and is therefore critical!
-Accommodate learning styles: Hands on (by team or one-on-one), quick-start-guides, videos, templates
-Convenient: To find training, materials, attend sessions (or mandate!); Intro from higher-up, phone # for help
-On Going
-Post-Training Plan: Materials, Hotline, follow-ups, homework???? Certificates????
-Market it: Make it fun, interactive, engaging! Brand your materials! Use phrases: “just a few clicks” “easy” “this tool was designed for you”
Google ‘implementing CRM’ and you will find these steps. But what if it is too late?
Schedule maintenance and customization – based on feedback
Resources: Training, Data Cleansing, Creating User Guides, Creating advanced finds…takes time! And resources!
Demonstrating the value of CRM: “Everything is fine the way it is”
-Meetings with handwritten pipelines
-No reports
** All about ease of use
Resources: Training, Data Cleansing, Creating User Guides, Creating advanced finds…takes time! And resources!
Demonstrating the value of CRM: “Everything is fine the way it is”
-Meetings with handwritten pipelines
-No reports
Share what a colleague said to me.
To increase adoption, focus on 100% compliance on 1 or two things, and next yr focus on other CRM aspects.
-Determine what is most important to you and your firm
Resources: Training, Data Cleansing, Creating User Guides, Creating advanced finds…takes time! And resources!
Demonstrating the value of CRM: “Everything is fine the way it is”
-Meetings with handwritten pipelines
-No reports