maximizing your sales process by choosing the right crm, john paul narowski, april 2010
Post on 06-May-2015
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• Entrepreneur
• Co-‐founder of MetaSpring.com
• Creator of KarmaCRM
• Code Masher
Who Am I?
• Not CMS (Content Management System)
• CRM stands for Customer RelaConship Management
• Typically used for managing sales or customer service
• Big dogs include Salesforce.com SugarCRM, ACT
What is CRM?
How Do You Get Leads?
?
• Referrals • Through your website • Networking • Partnerships • Word of Mouth • AdverCsing • …..Nepo'sm
How Do You Get Leads?
What do you do with these leads?
• Nothing...its all in my head and that's fine
What do you do with these leads?
• Nothing...its all in my head and that's fine • Add them to a spreadsheet
What do you do with these leads?
• Nothing...its all in my head and that's fine • Add them to a spreadsheet
• Add yet another sCcky note to your monitor
What do you do with these leads?
Low Tech CRM
Side effects of Low Tech CRM
• Nothing...its all in my head and that's fine • Add them to a spreadsheet
• Add yet another sCcky note to your monitor
• Add them to a CRM System!
What do you do with these leads?
• Nothing...its all in my head and that's fine • Add them to a spreadsheet
• Add yet another sCcky note to your monitor
• Add them to a CRM System!
What do you do with these leads?
• Customer RetenCon Retain and expand your business and relaConships with your customers through up-‐selling, cross-‐selling and servicing.
• Create Customer Evangelists Make your customers so happy with your service that they evangelize your business for you.
• Customer AcquisiCon Efficiently organize and qualify your prospects so you are only dealing with the leads most likely to bring you business
• Cost ReducCon By streamlining your sales and customer service processes, you can eliminate waste and increase efficiency. You can do more in less Cme.
Why Should You Care?
• If you want to organize and manage your sales process more efficiently
• To get more out of your exisCng leads
• CollaboraCon with team members
• GeYng more reliable projecCons than "I swear this deal is hot"
• If you want sales to sCll funcCon when your sales superstar is sick, or quits
When is CRM a Good Idea?
• If you are unwilling to commit to the CRM. CRM works best the more you use it, and the more details you give it.
• If you only have one or a few clients and don't need the structure a CRM provides (Although I would sCll recommend using some sort of system)
• If you are afraid of computers
When is CRM a Bad Idea?
• More companies adopCng web based CRM so\ware
• Smart phone CRM apps will help sales forces become more flexible and more mobile
• CRM Growth Report by AMR research
h^p://www.desCnaConcrm.com/ArCcles/News/Daily-‐News/Growth-‐Trend-‐ConCnues-‐for-‐CRM-‐49755.aspx
$12 Billion in 2006 $14 Billion in 2007 EsCmated $22 Billion in 2012
The CRM Industry
Web Based Pros • Accessible from anywhere
• Easy to share data and collaborate with co-‐workers
• You usually gain access to free updates and upgrades as they are available
• Web-‐based so\ware is typically more agile and flexible than their desktop counterparts
• Emphasis on usability
Cons
• Can be slower than a desktop based applicaCon
• Not available without internet
• If the company folds you might loose all your data
Different Types of CRM Desktop So/ware Pros
• Typically pre^y fast
• All your data is stored locally
• No need for an internet connecCon Cons
• If your computer crashes your data is lost
• Not easy to collaborate and share data
• Slow to upgrade / update
• Salesforce.com – www.salesforce.com Enterprise
• SugarCRM – www.sugarcrm.com Mid-‐size companies (Open Source)
• KarmaCRM – www.karmacrm.com Individuals and small to mid-‐sized companies
Choosing the Right CRM
What is it good for? • Enterprise / Corporate customers
• Companies requiring a LOT of customizaCon and flexibility
• People that need to rely on a big name • Many apps based on the SalesForce plamorm
Why? • Tons of flexibility
• Many modules and add-‐ons
• IntegraCon with a lot of different plamorms
SalesForce (Enterprise)
Contact View
Dashboard View
CustomizaCon View
What is it good for? • Easier to use than Salesforce • Free to setup on your web server for free • Good integraCon between Sales / MarkeCng and Customer
Support through user specific roles • Open Source
Why? • Has clearly defined roles for the various ways you use CRM • Since it is open source it is being acCvely developed by the
community • Simpler Interface than Salesforce
SugarCRM (Mid-‐Sized)
Contact View
Dashboard View
Customer Support View
KarmaCRM (Small to Medium) What is it good for? • Simple IntuiCve Interface
• CollaboraCon with Small Teams
• CRM for Individuals • Quick User AdopCon
Why? • Users only presented with the necessary opCons to avoid
confusion
• Customer Driven Development
• Minimal configuraCon necessary to get rolling
Contact View
Dashboard View
Calendar View
• Before selecCng a system, actually use it for a bit, setup some customers or leads and get a feel for how it would work for you.
• Define who will be using the CRM – Salespeople
– Customer Service Reps
– MarkeCng Department
– Help Desk Team
• Select a CRM that is flexible enough to conform to your business pracCces, not the other way around
• Establish company wide standards for your CRM to ensure everyone uses it the same way
ImplemenCng CRM
QuesCons?
?
• h^p://www.karmacrm.com/signup/new
• Use the invitaCon code: instantkarma
• We love your feedback, feel free to email me at jp@karmacrm.com or message me on twi^er:
• @metajp @karmacrm
Free Signup
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