CRM Success: From Chaos to Calm Webinar

CRM Success:
From Chaos To Calm
Getting MORE out of LESS...

Presented by Wes Schaeffer, The Sales Whisperer ®

www.TheSalesWhisperer.com

Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer
© The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004

Housekeeping
Be Social.
• Ask questions during the presentation @Infusionsoft
#CRMSuccess
• Be nice to Wes @SalesWhisperer
YES! It‟s recorded and we‟ll share that with you.
You‟re All on Mute. Enter your questions via chat &/or Twitter.
This Webinar will last 45-50 Minutes
Your questions Will get Answered

Your Presenter
Commission Salesman & CRM /
Database user since 1997. (I was
CRM when CRM wasn‟t cool!)

Salesforce.com user since 2004.

Salesforce-certified for Dell in 2007.

#1-rated trainer at Dell in 2007.

Infusionsoft-Certified in 2008.


Your Presenter
Author of “The Definitive Guide to
Infusionsoft”
Owner of The Sales Whisperer ®

Current CRM Stats
• 40,425 contacts
• 754 Tags
• 45 Campaigns
• 230 Web Forms
• 14 Active Users Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer

What you will learn today

The History of CRM

The Purpose of CRM

The Benefits of CRM

The Usage of CRM

Why many CRM implementations fail
(Time-permitting.)


The History of CRM
The 80‟s
• The PC
• ACT! - 1986
The 90„s
• Siebel - multi-user CRM - 1993
(bought 2006)
• The internet (Netscape) - 1995
• Salesforce - 1999

The Need For CRM

Move from filing cabinets and silos to
collaboration and backup
Streamline operations and internal
processes
Database marketing via focus groups
“Push” or “Interruption” marketing


The Spread of CRM Today

PCs everywhere

Everyone on the internet

High-speed internet

SaaS hits mainstream

Mobile


The Purpose of CRM Today


Segment. Relevant. Reduce money
spent!

"I know half of my advertising dollars are
being wasted. I only wish I knew which
half.”
~John Wanamaker
1838 – 1922 ($100 million estate)
Wanamaker Dept. Stores (now Macy‟s)



Today you must be able to:
Focus on building a big list.
Segment your list.
Send relevant information to your list.
Send timely information to your list.
Interact with your list more personally.



Enable content-driven interaction.
Treat customers as irreplaceable.
Continue to streamline your internal
processes.
Track ROI of campaigns.
Understand the buying habits.
Monetize your list.


The Benefits of Your CRM Today

Create, develop and strengthen
relationships. (What good are names if you
don’t get to know them?)
• Identify opportunities to deliver value-added
services and support. (Deliver that “Wow”
experience.)
• Better decision-making. (Take massive
action!)



Enhance product-development.
(Prospects and clients are telling you
what they will buy...if you listen.)
• Better efficiencies. (We want it
NOW!)
• Improve service delivery. (Deliver
that “Wow” experience again!)



Improve awareness of the needs,
wants and desires of your prospects
and clients. (What good are names if
you don’t get to know them?)
• Nurture customer satisfaction and
even bliss! (Deliver that “Wow”
experience a third time!)


What Should Your CRMs?
(How about “everything?”)
Track People: Leads, Prospects,
Contacts, Clients, Affiliates, Vendors
and Staff (Web Forms)
Measure Campaign ROI
Track Tasks & Appointments
Generate/Store
Quotes/Proposals/Files
Reporting: Forecast, Sales,
Activities
Make You Money! (Shopping- TheSalesWhisperer - & Twitter - SalesWhisperer
Let‟s Connect on Facebook Cart)

What Should Your CRM Track?
(Whatever you can put in it.)

Lead Magnets to Attract Leads
Products: Digital and Physical
Follow-Sequences
Upsells
Referrals
Testimonials
Partners


Why Do You Need A CRM?
People buy when they want to buy,
not when you want to sell.
People are more discerning with their
money today.
You‟re not paid to educate, but
discerning prospects need
education.
“Discerning” = Time and Time Kills
Deals.

80% of sales are made on the ___ time
you make contact with a lead...?
2% of sales are made on the first contact...
3% of sales are made on the second contact...
5% of sales are made on the third contact...
10% of sales are made on the forth contact...
80% of sales are made on the 5th to the 12th
contact!
(Now you know why you’re tired and rich or stressed out
and broke. It doesn’t have to be that way!)

Questions You Must Answer When
Choosing Your CRM
Salesforce automation?
Lead management?
Reporting / Analytics?
Shared database?
Sales tracking?
Customer service?
Email marketing?

Choosing Your CRM
In the “cloud” or on site?
• >80% had + ROI when
outsourced CRM (Nucleus Research)
Third-party integration?
• Outlook / Apple / Google
• QuickBooks
• UPS / Fedex


Choosing Your CRM

Customizable?
Ease of use?
Scalability?
Accessibility?
Portability?


Choosing Your CRM

Stability of provider/developer?
• Niched to your market?
• Services offered?
• Partnerships?
Social media integration?


Why Do CRM Implementations Fail?

Your CRM Implementation CAN
and SHOULD be a success.
14 Points To Consider


Additional Questions You Should Ask

Check your inbox for a free, bonus
PDF with a longer list of questions
you must consider when choosing
your CRM.


Learn More
Infusionsoft - 866.800.0004 x1

Speak With Wes - 714.369.8004

Free, Business-Specific Demos:
• Sales Team: www.infusionsoft.com/products/sales-teams
• Service Provider: www.infusionsoft.com/products/service-
providers
• Online Marketers: www.infusionsoft.com/products/online-
marketers

CRM Success: From Chaos to Calm Webinar

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