A brief overview of CRM vs. Contact Management and how they can help a small business

1. Welcome! sales automation specialists October 10, 2011 presents Delivering Better Sales & Service through CRM 10/9/2011 1 Copyright 2011 - sales automation specialists - All rights reserved

2. Many, many thanks to: Sybil Ege – Elgin Community College Inga Neuner – Elgin Community College Elgin Community College University & Business Center Welcome to all of you! 10/9/2011 2 Copyright 2011 - sales automation specialists - All rights reserved

3. Let’s make this interactive – ask questions at any time! 10/9/2011 3 Copyright 2011 - sales automation specialists - All rights reserved

4. Every firm – B2B or B2C – needs to perform marketing and sales tactics 10/9/2011 4 Copyright 2011 - sales automation specialists - All rights reserved

5. Unless you’re Apple! 10/9/2011 5 Copyright 2011 - sales automation specialists - All rights reserved

6. In this economy – you NEED to stay in contact with your customer base The phone doesn’t ring automatically 10/9/2011 6 Copyright 2011 - sales automation specialists - All rights reserved

8. Effective

9. Efficient10/9/2011 7 Copyright 2011 - sales automation specialists - All rights reserved

11. Effective

12. Efficient

13. You probably need a database!10/9/2011 8 Copyright 2011 - sales automation specialists - All rights reserved

14. If you own, manage or are employed by a small business, what are you currently using for marketing and sales? 10/9/2011 9 Copyright 2011 - sales automation specialists - All rights reserved

15. If you own, manage or are employed by a small business, what are you currently using for marketing and sales? 10/9/2011 10 Copyright 2011 - sales automation specialists - All rights reserved

16. If you own, manage or are employed by a small business, what are you currently using for marketing and sales? 10/9/2011 11 Copyright 2011 - sales automation specialists - All rights reserved

17. If you own, manage or are employed by a small business, what are you currently using for marketing and sales? 10/9/2011 12 Copyright 2011 - sales automation specialists - All rights reserved

18. If you own, manage or are employed by a small business, what are you currently using for marketing and sales? 10/9/2011 13 Copyright 2011 - sales automation specialists - All rights reserved

19. If you own, manage or are employed by a small business, what are you currently using for marketing and sales? 10/9/2011 14 Copyright 2011 - sales automation specialists - All rights reserved

20. If you own, manage or are employed by a small business, what are you currently using for marketing and sales? 10/9/2011 15 Copyright 2011 - sales automation specialists - All rights reserved

21. There are “goods” and “bads” with each of these methods.However, there’re mostly a waste of time -- we’ll tell you why. 10/9/2011 16 Copyright 2011 - sales automation specialists - All rights reserved

22. Contact Management and CRM – what’s the difference? 10/9/2011 17 Copyright 2011 - sales automation specialists - All rights reserved

23. Contact Management and CRM – what’s the difference? Contact Management – software that keeps track of people you do business with & related activities 10/9/2011 18 Copyright 2011 - sales automation specialists - All rights reserved

24. Contact Management and CRM – what’s the difference? Customer Relationship Management – software designed to handle every aspect of a customer’s interaction with a company. CRM includes: 10/9/2011 19 Copyright 2011 - sales automation specialists - All rights reserved

26. The sales process

27. Support questions (“knowledgebase”)

28. Marketing campaigns

29. Other types of marketing and sales conversations with a customer and prospect10/9/2011 20 Copyright 2011 - sales automation specialists - All rights reserved

30. So, which one should I use? 10/9/2011 21 Copyright 2011 - sales automation specialists - All rights reserved

31. ITDEPENDS!!! 10/9/2011 22 Copyright 2011 - sales automation specialists - All rights reserved

33. On the products and services you offer

34. How large your customers are

35. What types of marketing and sales your firm does

36. How much you want to spend10/9/2011 23 Copyright 2011 - sales automation specialists - All rights reserved

37. For many small firms – Contact Management is more than sufficient 10/9/2011 24 Copyright 2011 - sales automation specialists - All rights reserved

39. It contains – at its center – a file with basic name & address information

40. Should also include web site, email, cell nbr, etc.

41. Shooting out from this – a collection of related information10/9/2011 25 Copyright 2011 - sales automation specialists - All rights reserved

42. Related Information A Calendar . . . and shared if using a local area network 10/9/2011 26 Copyright 2011 - sales automation specialists - All rights reserved

44. Personal preferences

45. Purchase preferences

46. Hobbies & interests

47. Anything else that will help you build & maintain a good relationship10/9/2011 27 Copyright 2011 - sales automation specialists - All rights reserved

49. Emails sent & received

50. Phone calls made & received

51. Meetings heldEssential for B2B firms with long sales cycles 10/9/2011 28 Copyright 2011 - sales automation specialists - All rights reserved

53. Quotes & proposals

54. PDF’s

55. White papers

56. Anything else you’ve sent this contact10/9/2011 29 Copyright 2011 - sales automation specialists - All rights reserved

58. Google maps/driving directions

59. Contact’s website

60. Contact in the news

61. Access to external databases such as Hoovers, Reference USA, etc.10/9/2011 30 Copyright 2011 - sales automation specialists - All rights reserved

63. Info on assistants, admin people, etc.10/9/2011 31 Copyright 2011 - sales automation specialists - All rights reserved

68. Companies & individuals

69. Using “lookups” or queries

70. Data mining10/9/2011 35 Copyright 2011 - sales automation specialists - All rights reserved

75. It should help you find who you haven’t done business with in a long time10/9/2011 39 Copyright 2011 - sales automation specialists - All rights reserved

80. Policy

81. Contract

82. Warranty10/9/2011 43 Copyright 2011 - sales automation specialists - All rights reserved

87. U S Mail

88. Email

89. E-zines or newsletters

90. Drip marketing10/9/2011 47 Copyright 2011 - sales automation specialists - All rights reserved

92. Local area network

93. Web

94. Synchronization 10/9/2011 48 Copyright 2011 - sales automation specialists - All rights reserved

97. Desktop

98. Laptop

99. Tablet device

100. Smartphone

101. Web portal

102. Mac 10/9/2011 50 Copyright 2011 - sales automation specialists - All rights reserved

104. Sales Opportunity or pipeline manager

105. Dashboard – a place to see things from “10,000 feet”

106. History of all contacts or touches

107. Customizable by the end user

108. Tech support must be reachable10/9/2011 51 Copyright 2011 - sales automation specialists - All rights reserved

110. Where is it????? Cloud or premises? 10/9/2011 53 Copyright 2011 - sales automation specialists - All rights reserved

111. IT DEPENDS!!!!! 10/9/2011 54 Copyright 2011 - sales automation specialists - All rights reserved

113. For multiple users-sharing a common db-$200-$300 per user-5 users=$1000-$1500 - once

114. Cloud-based - $50-$60 per user per month = $3000-$3600/year – every year10/9/2011 55 Copyright 2011 - sales automation specialists - All rights reserved

116. Premises-based – one-time cost of $1000-$1500 (plus services & support)

117. (assuming no upgrades in 5 years)

118. No Internet access required for most functions

119. YOU own the data10/9/2011 56 Copyright 2011 - sales automation specialists - All rights reserved

122. App is quickly out of date

123. Small firms very poor at backup and security

124. Often requires outside help for installation & configuration10/9/2011 58 Copyright 2011 - sales automation specialists - All rights reserved

126. Not always accessible everywhere

127. App is out of commission during the upgrade10/9/2011 59 Copyright 2011 - sales automation specialists - All rights reserved

129. Automatically backed up

130. Accessible anywhere there’s Internet access

131. Single-user or team-oriented

132. Small initial capital outlay10/9/2011 60 Copyright 2011 - sales automation specialists - All rights reserved

134. Smartphones

135. Laptops

136. Desktops

137. Mac

138. Tablet

139. Old out-of-date Windows computers10/9/2011 61 Copyright 2011 - sales automation specialists - All rights reserved

141. DITW if there’s no Internet access

142. Who owns the data?

143. Really getting backed up? Better check

144. Can you get your data back?

145. Locked into a multi-year contract?10/9/2011 62 Copyright 2011 - sales automation specialists - All rights reserved

147. Goldmine

148. Maximizer

149. Sugar

150. Microsoft CRM 10/9/2011 63 Copyright 2011 - sales automation specialists - All rights reserved

152. Inside & outside staff can both share

153. Outside staff shares via Internet or VPN

154. Outside firm can host premises-based app

155. Lease server space - IaaS10/9/2011 64 Copyright 2011 - sales automation specialists - All rights reserved

156. Your Contact Management or CRM app can and should be as valuable as any employee – or any other resource.It’s an investment – not an expense. 10/9/2011 65 Copyright 2011 - sales automation specialists - All rights reserved

157. Thank you! 10/9/2011 66 Copyright 2011 - sales automation specialists - All rights reserved

158. Q & A Easy questions only! 10/9/2011 67 Copyright 2011 - sales automation specialists - All rights reserved

159. All about us tom wieczorek sales automation specialists 630.669.2104 www.sas-chicago.com tom@sas-chicago.com 10/9/2011 68 Copyright 2011 - sales automation specialists - All rights reserved

160. Available on SlideShare Later today 10/9/2011 69 Copyright 2011 - sales automation specialists - All rights reserved