Attract And ACT- Introduction to CRM

Introduction to Customer Relationship Management

Dick Wooden and Julie Cooper

www.SuccessWithCRM.com

What is it and why its important to me Social Media – new relationship building Nurtured Based Integrated Marketing Decision DashboardsTrends and Take Aways

Attract and ACT!

A question for your or someone you know:

Based on what you have seen or heard today, what is a concern or opportunity that you would like to know more about?

Please sign up for our Business Success with CRM

Blog with strategies and tips for achieving success

when

The HOW is not always evident……..

www.SuccessWithCRM.com

What is CRM ‘really about’

• A business approach that helps you acquire, develop and retain profitable customers.

• A unified, trusted system of people and processes enabled by technology.

• The Relationships between people: leads, prospects, customers, clients, employees, vendors, partners, management.

“We are in the People and

Relationship Building Business”

What is ACT and why I need it

Need a Trusted System…...for Stuff

Knowing what to do, when….

Your Most Important Appreciating Asset

Who is communicating

with my Contacts.

When was that last contact made-

by phone, meeting, or email?

Integration of Outlook Email with ACT contacts

Outlook Toolbar to Save emails to Contacts in

ACT

1. Attach email to existing contact in

ACT

2. Create NEW contact in ACT from

incoming emails

3. Create new follow up

activity for an email contact.

4. Attach email and its digital documents to any contact(s) in

ACT

Social Media IntegrationStay in touch with your client’s personal online profiles—such as their LinkedIn updates

Perform an instant Google search—right from the Contact record!

Even add new websites—like Hoovers, Twitter, or ESPN if your customer is a sports fan—essentially have complete Internet browsing capability within ACT!

Increase the tab size to see a larger view of the Website

Contact’s Website link pulls the URL automatically from the contact record

Get directions to their location

Social Media: Up close & Personal

• After 1st contact = 2% of sales are made• 2nd contact = 3% of sales• 3rd contact = 5% of sales• 4th contact = 10% of sales• At 5th – 12 contact = 80% of sales are made

Also:• 87% of all leads are never pursued= follow up failure.• 48% of all sales leads that are pursued are dropped after

the first call/meeting. Need to place on a nurturing campaign with reminders to ”Stay Top of Mind.”

Need for a Plan and a proven Process

Nurture Based Marketing: E-marketing

• Benefit:− Generate actionable demand with end-to-end e-marketing that

intelligently and automatically reaches out to your contacts and delivers results right to the contact record. Extend your REACH and remain “Top of Mind” when they are ready to Buy.

• Features:− Mass e-mail send to contacts, groups, companies, or lookups− Drip-marketing campaigns to send e-mails over time− Customer surveys− Results harvested into call lists integrated with ACT! or Sage

SalesLogix

Stay “Top-of-Mind” with Prospects & Customers

What are you doing that works the way THEY want to be

contacted?

Empowering E-Marketing: Build a Profitable Relationship

Drip “Nurture” Marketing for Results• E-Mail Marketing – A Good Start• Electric Newsletter with Content links - Better• Use targeted surveys - measure desire, qualify• Drip Marketing Campaigns – Even Better• Rank Responses & Call - Prioritize on most Interest• Assigning Calls – Delegate• Integrated with CRM Database – Keeps It In Sync• Targeted follow up• Automatic - Repeat

Marketing Results for a Contact

Hot Prospect with reoccurring

Interest

Decision DashboardsTrack key information with new dashboards that give you at-a-glance snapshots of your customers, opportunities, and users.

To make more informed, timely decisions.

Sales Opportunity Dashboard

What’s in the Pipeline and when is the

expected close.

Track how opportunities move through pipeline to forecast revenue stream

Business Coaching & Entrepreneurial Board Facilitation

• TAB- The Alternative Board − Business facilitation of peer-to-peer entrepreneur boards− Strategic Business Leadership one-on-one coaching.

• Strengths discovery and enhancement − for doing more of the work you enjoy and are GREAT at doing.

• GTD- Getting Things Done approach − for regaining control when needed and obtaining perspective for

needed focus.

• Helping business people work ON their business instead of just IN the business.

• Change Perspective, Improve Business, Enjoy Life

Relationships- People still buy from People

Success with CRM is like BNI: Know-> Like-> Trust

Big Trends

1. The merging of social media + CRM = social CRM

2. Inbound, attraction, permission-based, 24/7/365 Marketing vs. Traditional interruption-based marketing

3. Attract with remarkable content, collaborative shared communications and unique value proposition.

4. Make it easy for searchers and buyers to FIND you.

Make it Easy to Be Found• Dynamic Web site – constantly updating of content

− (SEO: on page and off page)

• Business Blog – build expert status and inbound links• Create remarkable, valuable content• Social Media – create your profiles

− Linked In, Facebook, Twitter & those used by your prospects

• Social Networking participation− Commenting on Blogs in your industry− Linked In - Questions and Answers− Facebook - Discussions− Twitter tweets− Other Community Forums

Take Aways

You need to have a Marketing Mindset to Grow a successful business.

− Attract with remarkable content and unique value

proposition.− Make it easy to Be Found: Inbound, Internet &

Nurtured marketing − ACT on your prospect requests, follow up, engage

with value (87% follow up failure)− Do GREAT work You enjoy− Get referred, build Trust

Good a Referral for us is:• Small to medium business owner or manager

− 5 – 300 employees− 100K - 80M in annual revenue− Local to Great Lakes geography

• A business focused on skills and business growth.• A business that is engage with technology• A “customer-focused” business culture.• Industries:

− Business / Professional services: (CPA’s, IT, Legal)− Distributors- dealer networks− Manufacturing: Discrete products or paint/chemical/food− Non-profit (Community organizations, churches)

• Believer in BNI and business referrals

Dick Wooden

Phone: 574-206-5612

E-mail: [email protected]

Julie Cooper

Phone:574-607-7914

E-mail: [email protected]

Marketing & Sales Business Consulting Inbound, E-Mail & Drip Marketing Consulting Sage ACT! & SalesLogix CRM

Consulting, Implementation, Training & Support

One-on-one Coaching of Entrepreneurs Facilitation of Peer-to-Peer Entrepreneur

Alternative Boards

Office

Phone: 269.445.3001

A question for your or someone you know:

Based on what you have seen or heard today, what is a concern or opportunity that you would like to know more about?

Please sign up for our Business Success with CRM

Blog with strategies and tips for achieving success

when

The HOW is not always evident……..

www.SuccessWithCRM.com