CRM Success: From Chaos to Calm Part II Webinar

CRM Success:
From Chaos To Calm (Part Deux)
(Part Deux)
Getting MORE out of LESS...

Presented by Wes Schaeffer, The Sales Whisperer ®

www.TheSalesWhisperer.com

Let’s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer
© The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004

Housekeeping
Be Social.
• Ask questions during the presentation @Infusionsoft #CRMSuccess
• Be nice to Wes @SalesWhisperer
YES! It’s recorded and we’ll share that with you.
You’re All on Mute. Enter your questions via chat &/or Twitter.
This Webinar will last 45-50 Minutes
Your questions Will get Answered


Your Presenter
Commission Salesman & CRM / Database
user since 1997. (I was CRM when CRM
wasn’t cool!)
Salesforce.com user since 2004.
Salesforce-certified for Dell in 2007.
#1-rated sales & CRM trainer at Dell in
2007.
Infusionsoft-Certified in 2008.

Your Presenter
Author of “The Definitive Guide to Infusionsoft”
Owner of The Sales Whisperer ®

Sneak peek at Wes’ CRM Stats
• 40,425 contacts

• 754 Tags

• 45 Campaigns

• 230 Web Forms

14 Active Users
In other words, Wes is a “doer” not just a teacher.

What we covered in Part 1

The History of CRM

The Purpose of CRM

The Benefits of CRM

The Usage of CRM


What you will learn today

Why many CRM implementations fail

Questions to ask when considering a
CRM

How not to fail when implementing
your CRM so you can avoid looking like
those two on the right! (a.k.a. How
NOT to look like them!)


Quick Review: The History of CRM

The 80‘s - Hello PC & ACT! (1986)
The 90‘s - Hello internet & SFDC (1999)


The Dangerous Spread of CRM For The
Small Business
CRM was made by the big guys for
the big guys to:
Check in on their people
Consolidate their data
From manila folders
Sticky notes
Notebooks
Outlook


Small Business (contd...)
CRM was made by the big guys for
the big guys to:
Pull reports
Connect to ERP (enterprise
resource planning)
Protect the brand
Cut costs
Comply with complex laws


Small Business (contd...)

What is missing from the list?
Lead capture
Marketing
Automation
Segmentation


Why CRMs Fail:
The Expectation Dislocation
The Expectation Dislocation

What you want & need. What you get.

Why CRMs Fail:The Expectation
Dislocation

What you want & need. What you get

Why CRMs Fail:
The 20 “You” Questions
Am I in growth-mode or cost-reduction mode? (Circle one)
How many employees need to use this today? _____
How many employees need to use this in 12 months? ______
How many employees need to use this in 36 months? ______
How soon do we need to be up and running? _______
What is my budget for implementation, customization, integration
and training? ______


Why CRMs Fail:
What is my in-house expertise?
How secure is my facility?
How good am I at tracking my lead generation campaigns?
What’s the ROI on my marketing efforts and what is the trend
over the last 3-6-12-24 months?
How quickly to I respond to new leads and inquiries?
Do I have a sales methodology?


Why CRMs Fail:
How good am I a tracking adherence to my sales methodology?
How predictable are my sales and what is the trend over the last
3-6-12-24 months?
How profitable are my sales and what is the trend over the last
3-6-12-24 months?
What’s my normal sales cycle and what is the trend over the last
3-6-12-24 months?


Why CRMs Fail:
What’ the lifetime value of a client and what is the trend over
the last 3-6-12-24 months?
How good am I at creating forecast/pipeline reports?
How good am I at securing referrals from great clients?
How good am I at securing testimonials from great clients?


Why CRMs Fail:
The 14 “Gotchas”
Too much emphasis on the vendor’s pedigree,
packaging and hype. (Your vendor having a Super
Bowl ad doesn’t make you money. Neither does the
fact that some Fortune 50 company uses it!)
Too much emphasis on the bells and whistles.
(97% of households still have blinking clocks on their
VCRs and 3,000,000 can’t even punch a voting card
correctly.)


Why CRMs Fail:
Failing to focus on serving your customers.
(One-hit wonders still end up on reality TV to
pay their mortgage.)
Failing to focus on building the relationship.
(AFTER the sale is where the reputation - and
the money - is made.)
Thinking prospects and customers can be
“managed.”


Why CRMs Fail:
Expecting too much too soon and too little
beyond their horizon. (Hyper-expectation + myopia
= :-(
Not knowing or understanding the role of
automation in growing their business. (Automate.
Integrate. Dominate.)
Looking to a CRM as a virtual “storage bin”
instead of a catalyst for growth. (Are you storing
for protection or accessing & leveraging for growth?)

Why CRMs Fail:
Not having a champion. (Somebody needs to
be fired up, competent and persuasive.)
Not leading from the front. (Duh!)
Creating silos of “cool users” and
“others.” (Together we stand, divided we
fall.)


Why CRMs Fail:
Not creating a fluid, symbiotic
integration of the technology with
your people, clients and your
business processes.


Why CRMs Fail:
Failing to understand technology is
not the answer. You are the answer.
Technology helps those with
questions find and choose you to
provide the answer.


Why CRMs Fail:
Jumping in too quickly without taking
the time to address the gotchas listed
here. (There’s a fine line between taking
massive action and being careless
because you’re frustrated.)


Why Do CRM Implementations Fail?

Your CRM Implementation CAN and
SHOULD be a success.
14 Points To Consider
20 Gotchas


Learn More

Infusionsoft - 866.800.0004 x1 (Madison.Jacobs@infusionsoft.com)

Speak With Wes - 714.369.8004 (Wes@TheSalesWhisperer.com)

Free Demo: www.infusionsoft.com/demo


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CRM Success: From Chaos to Calm Part II Webinar