driving more sales - nextec-wpengine.netdna-ssl.com€¦ · driving more sales leveraging crm june...
TRANSCRIPT
3
An award-winning business technology consultancyERP, CRM, BI, Cloud and On-premise solutions to small and mid-sized businessesOver 600 customers nationwide, 95% retentionIndustries:• Food and Beverage Manufacturing• Discrete Manufacturing• Pharmaceuticals / Nutraceuticals• Distribution / Supply Chain Management• Chemicals• Medical Devices• Professional Services
About NexTec
Integrated marketingMulti-channelEvent managementIntelligence
CRM for MarketingPurpose-built business applications
Sales
CustomerService
Marketing
Field Service
Project ServiceAutomation
Finance and Operations
Retail
Talent
CRM for Marketing
Multi-channel campaigns Email marketing Landing pages and forms
Webinars and in-person events
LinkedIn Connector
Lead nurturing Campaign designer 360 degree view Behavior-based lead nurture
Lead prioritization
Embedded intelligence Lead scoring Dynamic segmentation Customer insights Notifications
Event management Webinars using ON24 Events portal Attendance tracking Speaker management
Reporting Dashboards Surveys Embedded Power BI Configurable
Discovery Nurturing Qualified lead
relationships revenue
CRM for SalesPurpose-built business applications
Sales
CustomerService
Marketing
Field Service
Project ServiceAutomation
Finance and Operations
Retail
Talent
CRM for SalesEmpowering sellers to drive personal engagement with their customers
Relationship management
Sales productivity
Actionable insights
Sales performance
Seller
Customer
Manager
…rise above the noise with actionable insights
Relationship health is trending up based on engagement
Alert! Your champion just left the company
A prospect has interacted with your email
Content recommendations for your buyer
Your colleague can introduce you to your buyer
You have a meeting coming up with your buyer
CRM Relationship Sales
Work whereyour businesstakes youDesktop, laptop, tablet, or phoneyou get the same powerfulcapabilities and rich functionality
Get one experience that’s consistent and secure acrossWindows, iOS, and Android.
CRM for Customer ServicePurpose-built business applications
ustomers lifeOmni-channelPersonalized serviceInsights into actionEmbedded intelligence
Increase revenue andcustomer satisfaction
Low valueProduct
High valueProductSelf service only Self service with
assist mode Premium service
Decrease cost and stabilize customer satisfaction
Sales
CustomerService
Marketing
Field Service
Project ServiceAutomation
Finance and Operations
Retail
Talent
Current business model for support: One size fits all
CRM for Customer Service
Video
Phone
Chat
Internet ofThings
Web
Co-browse
Messaging Social
Community
Bots
In-App support
Agent experience
Case management
Knowledge management
Voice of customer (VoC)
Business processes
Entitlements, SLAs, escalations Mobile Field
service
Agent experienceEnable agents to operate efficiently by providing a unified view of the customer across applications and engagement touchpoints
Omni-channel engagementEngage customers across multiple touchpoints while preserving context
Intelligent serviceEnable personalized, proactive, and predictive engagement with customers in human and non-human service experiences
13
Know your Metrics Look back over last 3 years
Revenue Goals
Closing Ratios
How Many Customers Adds
Total Opps created to Deals Won
1a
2a
3a
Leads Needed ML to MQL to SQL to SQO to Close4a
Adjustments to Sales Process Workflow and dashboards5a
CRM Best PracticesUnderstanding your Sales Goals & Pipeline Needed
14
Example by the NumbersDeals needed for goal 23
Wins needed by Qtr 8
Total Opps needed for 2019 92Close rate is 25%
Shortage of deals needed 68-5 exsting customer opportunities
Conversion of Total Pipeline @40% 20
Remaining Opps needed 48
5 Months to build additional opp 10opp per month
Lead Gen team 3.5 FTE's 3opp per month
SQLs needed 286Takes 6 leads to get a meeting, and 24 calls
23% of SQL convert to SQO 66
50% of MQLs convert to SQL 571
10% of MLs convert to MQL 5470Acumatica MLs currently in CRM 4925MLs still needed 545
+750 from Lead Gen Program (Feb - May) 750Getting 250 contacts/month from Lead Gen programAdd'l leads from current marketing activities 64 new MQLs since 2019, 486 in 2018
Gain deeper insights with advanced analytics Perform ad hoc, customized reporting by analyzing data across multiple dimensions
Create custom dashboards for real-time analysis using Microsoft Power BI
19
• Choosing the right system to meet functional needs• Change management / User adoption• A master list of customer contact information doesn’t exist or
multiple sources. – Bad data• Existing business processes are not well defined• Not identifying key metrics up front• Understanding the time commitment required form the customer• Integrating CRM with existing systems• Investing in proper user training
Challenges Organizations Face Rolling Out CRM
20
Best Practices for success• Get everyone on board for the implementation• Be clear about your goals and pain points for CRM requirements• Choose your implementation partner carefully• Understand and document how users work• Design and build your CRM for the future• Focus on starting with good data• Document integration needs and flow of data• Plan and provide strong training and support• Automate processes to improve usability
Thank you.Chris MilanVP of Sales [email protected]