The webinar covers the essentials of customer relationship management (CRM), including its importance for business growth, signs that indicate a need for CRM, and key factors to consider when selecting a CRM system. CRM helps businesses manage customer data, improve team collaboration, and make informed decisions, ultimately aiming to enhance sales and customer retention. Additionally, it discusses the significance of adoption, customization, scalability, and support, with a focus on Salesforce as a leading CRM solution.

3. In this webinar you’ll learn:
• What is CRM?
• 4 Signs That You Need A CRM System
• What CRM can do for you
• 7 Things Businesses Should Look at Before
Considering A CRM

4. There is general agreement that
CRM is a game-changing tool that
can help businesses scale faster
and work smarter.
In today’s ever-changing business
climate, keeping your customers is
important to your organization’s
success.

5. CRM, also known as Customer Relationship Management, is used by
successful companies that are looking to grow and make business
easier. CRM solutions let your entire team:
• Manage contacts,
• Share information,
• Work more efficiently across sales, service, marketing, and other
departments.

6. POLL

8. 4 SIGNS THAT YOU NEED
A CRM SYSTEM

9. • You start missing, misplacing or can’t find customer data. Spreadsheets,
sticky notes, emails, and lists might have been great when your business
was in its infancy, but now … not so much.
• You don’t know how your sales team is performing. Whether they’re in
the office, or on the road it’s essential to know how your sales team is
performing, so you can act immediately if needed.
• Your customer service is falling short. Winning customers is hard
enough, but if your service is subpar, you won’t be able to keep them.
• Your marketing and sales teams aren’t working together. These two
teams often play the blame game with each other, but it’s essential that
they work in tandem to create business efficiency.

10. The Value of CRM Isn’t In the Product, It’s How You Use It
Adoption, adoption, adoption ... What matters is cultural change.

11. DO YOU KNOW
WHAT YOUR
CRM CAN DO
FOR YOU?

12. IMPROVE THE DATA YOU HAVE
You have data coming in from your sales
teams, even if its too much, too fragmented
and stored in disparate locations. A
CRM system will allow you to manage your
data and improve the quality of the data by
making it accessible in real-time,
connected to a central database, and
making it actionable across your company.

13. TAKE ACTION ON DATA
A CRM system can help you get the
insights you need to take action on your
data. For example, which accounts have
been neglected?
With a CRM system you can set up
activities to activate stagnant accounts.
Without such insights, your sales teams are
left in the dark and opportunities fall
through the cracks.

14. MANAGE SALES TEAM ACTIVITY
What is your sales team up to? Are
they making calls to prospects or
existing customers?
A sales leader can give teams
direction to best meet business
goals, all within their CRM system.
Doing so will align your salespeople
to mission critical tasks.

15. MORE INFORMED DECISION MAKING
CRM systems gather the data that
you think is important and that you
want to change, enabling you to
review that data, and make
decisions on it. While it can't help
you make better decisions, it can
help you access the data to make
more informed decisions.
CRM at its most fundamental is a
decision-making tool.

16. GROW SALES
CRM systems can help you grow sales...by
better managing your sales teams. The key is
that activities tracked in your CRM system
need to clearly ladder up to the larger goal
of increasing sales.
If your sales teams is being tracked to
increase prospect calls in order to increase
territory coverage, it is possible that your
CRM system will contribute to increased
sales.

17. IT’S A MARATHON, NOT A
SPRINT

18. 7 THINGS BUSINESSES SHOULD LOOK AT
BEFORE CONSIDERING A CRM

19. 1. SOFTWARE OR CLOUD-BASED?
Or, in other words, on-premise or off-
premise? Perhaps the most important thing
to contemplate first is exactly how much
data you need to manage.
Cloud computing eliminates having to deal
with software issues, and the shared
infrastructure means it works much like a
utility — you pay for what you need and get
automatic upgrades and more without
having to install and test run everything.

20. 2. UNIQUE FEATURES
Although the basic focus of every CRM is the
same, each individual platform is likely to have its
own distinct set of features.
Your CRM should come with certain must-haves
on your list. See who delivers on their promises,
and what system would fit your needs. Everything
from lead management and marketing
automation to sales data and mobile access
should be key factors at decision time.

21. 3. PRICE/BUDGET
You are a business-oriented person, which means
that the question that is probably on your mind right
now is this: “What’s the CRM going to cost me?”
Once you determine your needs, you’ll be able to
get a realistic picture of corresponding price points
that meet your company’s budget. As with anything
else, the “you get what you pay for” rule applies here.
So, if you want more support and options, you
should be ready to pay for it. Your business is worth
it.

22. Most CRMs are solutions that are
customizable to your needs. Customization
is simply modifying or expanding the
behavior of out-of-the-box functionality. It
can be minor, like changing the location of a
text screen, or extensive, like creating brand
new applications unrelated to sales.
When aligning your company with the right
CRM, make sure to find out how rich the
customization is to meet your needs, both
today and down the road.
4. CUSTOMIZATION/PARTNERSHIPS

23. 5. CUSTOMER SUPPORT
A CRM is an investment, and is perhaps
one of the most important investments
your company will make. Therefore, it’s
vital to have consistent information and
support at your disposal at all times.
From online tools and training, to app
development and 24/7 support, reliable
customer service should be part of your
CRM purchase.

24. A s y o u r b u s i n e s s g r o w s , t h e
relationships you build with your
customers needs to grow right along
with it.
Your CRM needs to have the capacity
to scale to the largest of teams, and
the architecture behind the service to
be able to handle millions of users.
You’ll want something to scale as
rapidly as you require, so this is
another important feature to look for.
6. SCALABILITY

25. 7. GOOD REVIEWS
Finally, get real feedback by considering
CRM software reviews from vendors,
administrators, and industry experts.
Today, you’re faced with a lot of CRM
options, so a review may help you narrow
down your options.
After discussing what makes the most
sense with your team, dig into online
reviews, keeping in mind that not every
CRM is equal.

26. TRANSFORM
YOUR
BUSINESS
INTO A SALES
POWERHOUSE

27. Earlier this year, Salesforce was named #1 in
CRM Applications market share from the
International Data Corporation (IDC) in its
latest Worldwide Semiannual Software
Tracker — in fact, it's the fourth year in a row
Salesforce has achieved this honor.
Salesforce increased its market share in 2016
by more percentage points than the rest of
the top ten CRM Applications vendors
combined. IDC also ranked Salesforce #1 in
2016 market share for sales applications,
customer service applications and, for the
first time, marketing applications.

28. But Salesforce isn't just reimagining CRM for
today's digital world — it's preparing
companies ever ywhere for a more
intelligent future.
In 2016, Salesforce introduced Salesforce
Einstein, making the world's #1 CRM also the
world's smartest CRM with artificial
intelligence. With Salesforce Einstein, each
customer interaction across sales, service,
marketing, commerce, and more can be
smarter, more personalized, and predictive.
Powered by AI, CRM can work smarter, not
harder and enable more productive, impactful
decision-making.

30. A predictive
experience for
customer service,
sales and
marketing.

32. Q&A

37. THANK YOU

38. Contact us!
w w w . d o b l e g r o u p . c o m
@doblegroup /doblegroup /+doblegroup
Company/doble-group-llc doblegroup /DobleGroup

39. Doble Group, LLC
Doble Group, LLC is a boutique consulting firm that focuses on improving commercial
business results through CRM solutions and the alignment of the organization, its
processes and teams for success. We deliver our services through highly customized
consulting, training and coaching programs and the world’s #1 CRM technologies.