This document provides an overview of CRM (customer relationship management), including definitions of CRM, marketing automation, salesforce automation, and key performance indicators. It discusses how CRM integrates people, processes, and technology to maximize customer relations. Examples are given of how CRM can help with lead management, sales pipeline management, and other customer-facing processes. The importance of customers is emphasized throughout.

1. 2006 Call Center, Marketing and Contact Management Training Summit Presented by: Brent Leary, CRM Essentials

4. Do these questions hit home? Having trouble finding customer information quickly? Any issues sharing customer Information across the company? Are you having problems responding to customer requests? Are your customers happy with you? Are you winning deals against your competition? Are your sales folks always in the office? Are you finding enough good leads? Are you closing enough deals? Are you closing deals fast enough? Burning too much time on dead-end leads? Is the pipeline full? A lot of turnover in your sales team? Adding sales people? How’d that email campaign work for you? Lost any good customers lately?

6. Defining CRM

7. Defining CRM – Building Blocks Customer Profiling Campaign Management Lead Management Opportunity Management Contact Management Activity Management Web Self Service Field Service Call Center

8. Customer Acquisition Process Campaigns Leads Generates Converts into Opportunities Contacts Account Forecast Feeds Into Analyzed to determine success

15. The trend is being driven by your customers … the Internet is THE place they go to find products & services and more importantly YOU! The Internet continues to grow in popularity among consumers searching for information about products & services … as preference for yellow pages and newspapers declines More and more, the Internet is where YOUR customers are

16. Small Business Continues to Move Online Small business is evolving from just being online to doing business online Increasingly, customers expect small businesses to respond quickly!

19. AA aaa SEO + SEM + SMO = CRM! del.icio.us

20. Blogging + Podcasts + RSS = REACH! Blogging Podcasting RSS

21. Blogs give companies a human face

31. Example of a Small Business Sales Cycle Marketing Collateral 10 % Likelihood of winning Needs Analysis 20 % Likelihood of winning Presentation 40 % Likelihood of winning Proposal 60 % Likelihood of winning Contract Submitted 80 % Likelihood of winning Closed Lost Negotiation 90 % Likelihood of winning Closed Won

37. CRM Timelime…. Contact Management Individual usage PC based Mobile CRM Handheld Accessible from anywhere CRM Suites SFA, MA, CSS: Workgroup Server based Early 1990s Mid 1990s Today CRM On-demand Browser based Early 2000s

39. New tools of the trade del.icio.us

40. Pyramid Of Customer Loyalty