business stimulus program
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These days, you need every recession-proofing idea to thrive in this economy.Learn how companies using CRM effectively can outperform those that don’t by 44%.TRANSCRIPT
Business Stimulus Program: Take Action to Thrive in this Economy
Business Stimulus Program: Take Action to Thrive in this Economy
Angie HirataWorldwide Director, Marketing & Business Development
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Welcome to Your Business Stimulus ProgramWelcome to Your Business Stimulus Program
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Revenue Per Employee: Companies Using CRM Outperform by 44%
Revenue Per Employee: Companies Using CRM Outperform by 44%
Source: AMI-Partners, 2007
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Why are you here today?Why are you here today?
1. Not using a CRM system and want to see if it can improve my business
2. Have a CRM system, but not using it effectively
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Start by Asking Yourself…Start by Asking Yourself…
How is the economy affecting your business? Is it different than “business as usual”?What are 3 key areas of your business that you can improve to maintain and grow your top & bottom line? For example:i. Customer satisfaction & loyaltyii. Incremental revenue from customersiii. Improve win ratio against competitorsiv. Increase response on marketing campaignsv. Increase qualified leadsvi. Improve channel performancevii. Significantly improve staff productivity and output
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Then Set Your Goals, Monitor Progress: Dashboards, Alerts, Reports
Then Set Your Goals, Monitor Progress: Dashboards, Alerts, Reports
Specific, measureableHealth check = DashboardsCritical issues = AlertsDetailed info = Reports
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Be in the Driver’s Seat of Your Business…Be in the Driver’s Seat of Your Business…
Dashboard: ongoing monitoring: speedometer, odometerAlerts: notifications that require action: maintenance, low oil, low gas, door ajarReports: detailed information: mechanic diagnostic reports
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Example 1: Customer Loyalty & RevenueExample 1: Customer Loyalty & Revenue
Why? Because your customers are more likely to spend with you than new prospectsHow?
Improve customer serviceMarketing more effectively back to customers
Measured by:Resolution to customer issues within X hours/daysAdditional revenue from customers
Alerted in real-time for:Service cases (from key customers) overdueCustomer deals at 75% in sales cycle
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Example 2: Increase Wins with New ProspectsExample 2: Increase Wins with New Prospects
Why? Can’t grow business on existing customers alone; Finite # of leadsHow?
Increase # qualified leads (prospect nurturing)Improve win ratio
Measured by:# Qualified leadsWin/loss ratios (based on competitor, rep or other)
Alerted in real-time for:Leads not followed upNew deals entered for X$ against X competitor
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3 Requirements to Stimulating Your Business3 Requirements to Stimulating Your Business
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Case: Production Automation ManufacturerCase: Production Automation Manufacturer
Background:Market: Production Automation solutions for ManufacturersSales cycle: 2 weeks to 5 years
Business Goal: Improve customer service & loyaltyImprove sales win ratios
Business Challenges:No access to central customer information or issuesManual compiling of Excel spreadsheets for sales reportsInability to understand customer profitability, sales rep performance weaknesses, win/loss
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Case Solution: Production Automation ManufacturerCase Solution: Production Automation Manufacturer
Consolidated accounts, sales deals/forecasts, and service cases into central systemEnabled account managers to see status of service cases before meeting with clientsMigrated former Excel templates into CRM system for sales deal trackingEnabled managers to see information to:
Pipeline reports for revenue per month by various criteria to see ]underperforming areas of business by region, product sales rep and more.Understand sales cycles by rep from inception to closeProvide sales coaching to improve sales cycle management
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Case Solution: Production Automation ManufacturerCase Solution: Production Automation Manufacturer
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Case Solution: Production Automation ManufacturerCase Solution: Production Automation Manufacturer
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Case Solution: Production Automation ManufacturerCase Solution: Production Automation Manufacturer
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Case Results Case Results
Improved management insight into sales performanceEnabled managers to identify critical areas for coachingEnabled sales staff insight into service issuesImproved service case resolution by improving efficiencies and visibility into status of casesImproved sales win ratios by understanding competitors, identifying sales process improvement opportunitiesIncreased sales by identifying & focusing on most profitable products and customers
Other Examples to Stimulate your Business
Other Examples to Stimulate your Business
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Maximizer Mobile CRMMaximizer Mobile CRM
Accounts & Leads:• Notes• Profile
• Log Calls, Emails• Maps
Sales & Service:• Sales forecasts• Service cases
• Tasks• Calendar
• Store data on device
• Synchronize wirelessly
• Real-time look-ups
• Mobile Dashboard• Document
Library• Integrated with
BlackBerry
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DashboardsDashboards
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Alert Email:•Leads not followed-up (example)
• Lead details• Sales rep assigned• Date lead entered• # of days since follow-up
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Thank you!Thank you!
Angie HirataWorldwide Director, Marketing & Business Development
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