Complete crm
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Businesses need to put the C back in CRM. What does this mean? This means tracking, managing, and utilizing data from each and every touch point that you have with your leads and customers. From phone calls and ebook downloads, to website visits and social interactions, all of this data is useful for both your sales and marketing. Go even further by throwing Predictive Analytics into the mix, and you have a recipe for success.
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Complete crm
- 1. Putting the C back in CRM Take command. Create demand.
- 2. The times they are a-changin’ Bob Dylan, 1964 Figure it out My Mom Give me six hours to chop down a tree, and I will spend the first four sharpening the axe. Abraham Lincoln
- 3. This is no longer our reality. Why?
- 5. Is this organization going to survive? Millennials Gen X Baby Boomers Leadership VP Technical Senior Managers Operations Marketing AE, Creative Sales Mgr Sales Staff
- 6. The Difference What endures a changing climate?
- 7. The Survivor Innovation + Adaptation + Agility
- 8. Behavioral Change in Progress Baby Boomers Gen X Millennials Work socially Do not like hierarchy Connectors & Translators Leaders Managers
- 9. What does this mean for CRM? (or more importantly, for business)
- 10. You are not alone 70% …of leads generated are not ready to make a purchase 88% …of business leaders know they need to get closer to the customer 23% Average reported incorrect data in contact management systems •Gartner, Jupiter, 2013
- 11. Changes in CRM Collaboration Confidence Competence Caring COMPLETE What does the “C” stand for, anyway?
- 12. Sales (CRM) Email Social Web Events Projects MobileForms Chat Surveys Ticketing Wiki Offline Because THIS is reality! Educated Consumer Data Engine Knowledge Automation Scoring Analysis Prediction Customer Touchpoints Brand Impressions ENGAGEMENT! Sales
- 13. How does your organization stack up? Creative Order •Personalized content •Predictive analytics driven by integrated information •Data-driven, collaborative culture, tests business model Order •Marketing automation in place, workflows used •Scored contacts •Measure online/offline ROI, ability to adapt strategy Controlled Chaos •Grouped contacts, custom data and processes •Dedicated marketing team – email, social, mobile, events •Sales team “uses” CRM Chaos •No accountability •Lost / hidden information in departments •Fragmented software
- 14. Do you have a relationship with your CRM? Do your leads & clients? Good relationships are two-way.
- 15. CRM Success Rates Success Fail 63% of CRM Implementations Fail (80% of Sales Automations Fail)
- 16. Why Does CRM Fail? 0% 10% 20% 30% 40% 50% 60% CRM Not a Priority Lack of Executive Sponsorship Lack of Mgmt Bandwidth Lack of Customer Insight * Merkle, 2013
- 17. The Revolution Will Be Televised
- 18. Success or failure depends on the ability of a company to adapt to the modern business climate - Me
- 19. COMPLETE CRM Marketing SalesOperations Take command of sales and marketing with a single, powerful, efficient platform Collaborate with your customers to create demand
- 20. What does success look like? Complete Collaborative Customer- Centric Caring Courageous Competitive Demand Growth Efficiency Relevance Software Leadership Success
- 21. Take Command of your Funnel CRMSocial Website Offline (Print, events) Content Marketing SEO/PPC Retargeting Affiliates Lead Nurturing
- 22. Pipeline Stage 1 Stage 2 Stage 3 (PAYMENT) (FIRST CONTACT) 7 days 19 days 71% 34%
- 23. Automated Lead Nurturing Lead Drip Campaigns Forms & Auto- Responders Web Content & Tracking Conversion Tracking CRM Workflows Email Marketing Meetings & Demos Tickets & Chats Lead Scoring Predictive Analytics Personalization Collaboration
- 24. Create Demand with Engagement • Projects • Tickets • Service • Events • Newsletters • Landing pages • Webinars • Content Mktg • Events • Webinars • Surveys • Social • Newsletters • Upselling • SMS • Affiliates Re- marketing Collaboration OperationsEducation CRM
- 25. Evidence Turnover down 50% Revenues up 38%
- 26. Evidence Sales management overhead time reduced 40%
- 27. Evidence +$30k revenue in first month
- 28. Thank you Take command. Create demand.
Notes de l'éditeur
- Introduce myself, GR history/heritage GreenRope – Green = sustainable business model, privately funded, focused on value to clients – Rope = strands of a rope to make strength 3500 clients, distribution model (90% VAR, only VAR capable on the market) Focus on helping our customers be successful, provide long-term value and tools for growth - C = Complete, Create Revenue/Value/Sales…. Tell a story
- Complete is important in a world of change
- Typical org chart Baby Boomers work in functionally-driven organizations, millennials work in networks
- Changing Demographics – drive organization and market changes Implications for CRM Must adapt to the market Traditional CRM not enough
- A change in thinking
- Business value of complete CRM – C=Create Revenue Website analytics, predictive analytics, social media – drive collaboration; compelling; core Understanding customer, personalizing content – gives confidence Ticketing – showing caring Tools – give competence to company staff SMB needs this – the value – efficiency, knowledge, understanding model
- How many companies have the resources to manage separate apps for all of these and tie them together? Connect example – SF + Cvent = lost data, inconsistent messaging Demo will cover these, the business value of these Value of complete CRM is having these in one system
- What’s in it for the salesperson? What’s in it for the consumer?
- What happens if you don’t support a relationship? Failure. These brands were once strong and pervasive, but did not adapt
- Complete insight and empowerment to do my job better - show the real value behind each function above - Show the personal payoff for users Operations = customer service, project management/execution, onboarding, workflows, etc Cloud-based, easy-to-start, small investment
- Software = Technology Leadership = Process Success = Happiness
- Primary objective – get in to the CRM, then engage marketing automation -- Forms, Tickets, Chats -- Send-to-Friend -- Manual data entry
- Take command of your sales pipeline Big difference – a “Lead” synonym for “Contact”. Contacts are always leads, always moving up and down sales pipeline (cross/up-sell, referral source)
- Will drill in to a few specific areas Brand and traffic measurement Lead scoring, conversion tracking, ROI Focus on the value to the company/user