This document discusses how to maximize the potential of a CRM system. It begins by noting common challenges with CRM adoption and implementation. It then provides tips to increase adoption, such as communication plans, training videos, and initiatives to drive CRM use. The document outlines many capabilities of CRMs beyond basic reporting, such as marketing automation, service capabilities, and add-on applications. It emphasizes focusing on "actionable data" and continuity of CRM use. Finally, it suggests ways to extend the reach of a CRM through mobile apps, integrations, custom applications, and consulting support.

2. Your CRM could be the
most powerful weapon in
your commercial arsenal,
but only if you know how
to harness its potential.

3. Common Challenges :
• Great investment, slow adoption
• CRM is only used to run reports
• Great expectations and low perceived value
• Lots of information, but little use
• Use and Continuity…" Those who knew how to
use it, are no longer in the business"
• Lack of resources to manage and align business
process with system changes
• Not sure how to expand your CRM capabilities

4. ADOPTION
Tips To Increase Adoption
• Deliver a strong communication plan emphasizing benefits to
users
• Create a culture of ongoing collaboration in the CRM (Ideas,
Chatter, In App Meetings, Reports, Dashboards)
• Create customized modular training videos demonstrating
how to manage specific business processes in the CRM
application
• Drive initiatives and contests that help accelerate adoption of
CRM, mobile productivity, process automation, approvals, etc.
• Pay attention to the challenges presented by users and take
action to facilitate their solution through the CRM

5. CRM CAPABILITIES
Beyond Reporting…
• Adherence to Best Practices and Methodologies
• Demand Generation / Campaign Management
• Customer Segmentation
• Cross and Up Selling
• WAR Account Planning
• Tracking Tactical Sales Plans
• Marketing Automation (Pardot)
• Service Cloud (Knowledge Base, Self Service Portals, SLA,
etc.)
• Add-On Applications (e.g. Commissions, Inventory, etc)
• Pre Sales Management
• Contract Management
• Document Automation and E Signatures
• Communities (Partner, Customer)
• Field Services
• Performance Management
• And, MUCH, MUCH MORE

6. GREAT EXPECTATIONS
Accelerate Your Business Growth
Increase Your Sales
• Better Lead Sourcing and Qualification
• Accelerate Sales Cycle
• Increase Closing Rate
Improve customer experience
• Improve Customer Service Automation
• Better knowledge of customer needs and ”Right-
Fit Solutions”
• Quicker Case Resolution (Scripts, Knowledge
Base, SLA´s, Self Service Portals, etc.)
Increase customer loyalty
• Recognize the Value of Your Customers and
Reward them accordingly
• Strengthen relationships with customers
• Exceed expectations

7. ”ACTIONABLE” INFORMATION
Simplify Your Processes Focusing on
"Actionable Data"
A good CRM strategy must clearly define the information that is
most relevant to the business. Capturing this key data should be
an integral part of the business processes.
Use the most relevant data to segment your customers,
execute targeted promotions and strengthen the customer
relationship and experience with your business.
Master the "4 V 's + U" of Data Management:
• Volume: Number of data to capture and process
• Velocity: Speed with which you can analyze the data
• Variety: Different types of Data (Customer, Transaction,
Product, Value, etc.)
• Veracity: Integrity of Data
• Utility: Usefulness of the data

8. CONTINUITY & EVOLUTION
"Those who mastered the CRM are no longer in the
company"
• Develop a Strong Communication and Change
Management Program that focuses on user-benefits
and seamlessly aligns your business processes with
expected behaviors and system automation.
• Create modular classroom and video training
programs and use gamification and assessments to
measure and increase knowledge retention and
continuity.
• Seek expert advice and comprehensive support from
an unbiased partner that can guide your team as you
develop, refresh or improve your business processes
and synch with CRM automation.
• Become active in expert communities and participate
in industry events to increase your knowledge and
share ideas with colleagues facing similar goals.

9. LACK OF RESOURCES
“We don’t have Dedicated / Resources to
Manage our CRM Programs and Technology”
• Incorporate one or two internal resources
(Admins) to manage basic changes in your
CRM System.
• Assign a CRM Functional Business Champion
that is engaged with users and can help
identify and prioritize business processes and
CRM improvements.
• Engage a trusted consulting firm to support
your internal resources and provide guidance
to help you navigate more complex issues.

10. EXTENDING THE REACH OF
YOUR CRM
How to extract even more value from your CRM?
• Master the Basics: Sales Management, Marketing and Customer Service
• Mobile Applications (Salesforce1)
• Integration with other key systems (360) ERP, OSS , BSS , CTI , etc.
• Develop Add-On Applications (Commissions, Inventory, etc.)
• Marketing Automation (Pardot)
• Interactive Docs & Electronic Signatures (Docomotion , DocuSign , etc.)
• Integration with Social Marketing (Marketing Cloud)
• Performance Management (Work.com )
• Geolocation Capabilities
• Field Services
• Order Management
• CPQ (Configure, Price and Quote)
• Business Intelligence
• Extend CRM capabilities through Integrated Applications:
Over 3,000 applications
4 million installations
CRM applications with integrated solutions for each department and each industry.

11. QUESTIONS?

12. Top Salesforce Add-On Apps to Maximize
Sales Productivity!
Seamless Calendar and
Email Synch
Interactive Documents (Quotes, Contracts)
and E-Signature
Holistic Performance, Goals and
Coaching Management
Seamless Affordable Integration
with 3rd Party Apps.

13. On-going support packages
Sales Leadership, Adoption &
Change Management
Basic User, Administrator,
Power User and Strategic Sales
Commercial Process
Consulting
Configuration, Development,
Integration & Support

14. THANK YOU

15. 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

16. Doble Group, LLC
D o b l e G r o u p , L L C i s a b o u t i q u e c o n s u l t i n g f i r m t h a t f o c u s e s o n i m p r o v i n g
c o m m e r c i a l b u s i n e s s r e s u l t s t h r o u g h C R M s o l u t i o n s a n d t h e a l i g n m e n t o f t h e
o r g a n i z a t i o n , i t s p r o c e s s e s a n d t e a m s f o r s u c c e s s . W e d e l i v e r o u r s e r v i c e s
t h r o u g h h i g h l y c u s t o m i z e d c o n s u l t i n g , t r a i n i n g a n d c o a c h i n g p r o g r a m s a n d
t h e w o r l d ’ s # 1 C R M t e c h n o l o g i e s , S a l e s f o r c e .

17. NEXT WEBINAR