maximizing your sales process by choosing the right crm, john paul narowski, april 2010
DESCRIPTION
If you are still using excel or sticky notes to manage your sales leads then this talk is for you. John Paul will dive into explaining what a CRM (Customer Relationship Manager) is and how it can help streamline your sales process. JP will review a number of the popular web based CRM systems that are available and help identify which one works best for you.TRANSCRIPT
• 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 [email protected] or message me on twi^er:
• @metajp @karmacrm
Free Signup