Ysp 2011 fall_forum_session_3
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Applying CRM - A Deep Dive
![360 0 Customer Experience A Deep Dive Session III ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Ysp 2011 fall_forum_session_3
- 1. 360 0 Customer Experience A 360 Degree Customer Experience Thriving in a Customer Centric World
- 5. PAIN 360 0 Customer Experience Is the gap between what the client has now and what they want
- 8. 360 0 Customer Experience F rustrated. U pset / Uncertain. M ad. A ngry. C oncerned. I rritated. D isturbed. Customers Buy Because They are in PAIN! F.U.M.A.C.I.D.
- 12. The Sales Process 360 0 Customer Experience Documentation – where do you put the information? Assignment – who is going to be responsible for the lead? Presentation – what are they going to deliver? - How will it be delivered - Determine what they want - Determine what they are willing to spend - Overcoming Objections - Sales or Order Taker . . . . . . . . . What’s next? APPEAL TO THEIR PAIN
- 14. The Administrative Process 360 0 Customer Experience Assignment – who is responsible for: - the paperwork - scheduling - equipment - installation and follow up? Close Out – who is responsible for: - Demonstrating the System - Collection any remaining payments . . . . . . . . . Asking for Referrals?
- 15. The Administrative Process 360 0 Customer Experience Assignment – who is responsible for: - the filing the paperwork - posting the payments - depositing the money Follow Up– who is responsible for: - Making sure the customer is satisfied – can’t be the salesman . . . . . . . . . 3 month follow up? . . . . . . . . . Asking for Referrals?
- 18. 360 0 Customer Experience
- 19. 4 Approaches (you can take) to Your Future Plan 360 0 Customer Experience ......................................Fear Anxiety ........................Positive or Negative Never Set in Stone - Be flexible .......................................... Requires clearly defined goals ...................... The death of every great plan Worry Assumptions Plan Procrastinate
- 20. 360 0 Customer Experience Strategic Plan Strategic Planning Cycle Mission Where do we want to go? How do we get there? How do we measure success? How did we do? What should we change? Goals Results Measures & Targets Strategies Desired Outcomes Strategic Planning
- 21. 360 0 Customer Experience Strategic Planning
- 24. 360 0 Customer Experience You can ’ t create a strategic plan until you identify your customer. Strategic Planning
- 25. 360 0 Customer Experience Strategic Planning Who are your customers? What products or services to you concentrate on? ___ % Residential ___ % Commercial What are their Demographics? ___ % Security ___ % Sound & Theater ___ % Automation Custom or Packages ___ % CCTV ___ % PERS ___ % Sub-Contracting
- 26. Who are Your Customers 360 0 Customer Experience Who are they? What do they value? What do you do to provide great customer service? How does your work environment support this standard of service? Where do you need to improve your levels of service? Do you consistently deliver what you promise? How do you train sustain, measure and reward employees for delivering exceptional customer service?
- 27. CRM Software will allow you to measure: • who your customers are, • where they came from, • what they spent and • what the sales rep’s closing ratio is. 360 0 Customer Experience What should CRM Software do for you? Customer Relations Management Who is the potential client? How did they hear about us? What type of job is it? Who will handle them? What is the status of the lead? How much was quoted? Initial Contact Notes Follow Up Notes
- 35. 360 0 Customer Experience What should CRM Software do for you? Customer Relations Management Time Management - direct import from Sales Manager. Alert to Special Needs Easy Navigation Automate Billing Track Service Edit Central Station Data Track Client Communications Manage Common Forms CRM Software will allow you to: • lower administrative costs, • deliver more than what clients expect, • manage your clients needs and • save hundreds of labor hours every year .
- 37. How does all of this apply to developing a 360 0 Cutomer Experience? Cutomer Experience? 360 0 Customer Experience
- 39. The Sales Presentation 360 0 Customer Experience
- 43. Client Mangement 360 0 Customer Experience
- 45. 360 0 Customer Experience
Editor's Notes
- BNI, networking, chambers Hired and fired wrong people Hired consultants that didn’t understand your business Let someone else handle it Read Books ESX (Seminars ), Big Show Join and got stuck in Dealer Programs Contemplated selling (giving it away) Stopped Growing Experimented Theoretica, strategic – tactical
- how a united "corporate mind" and a healthy corporate culture can motivate your employees to "raise the bar," take your company from good to great, and increase customer loyalty. You will learn PDI – inventory rate yourself on your effectiveness….
- Generally speaking, the Funnel allows you real time access to do several things including: determine the status of all opportunities in the sales cycle easily and objectively assess the health of your rep’s/team’s business assess rep and team ability to achieve plan on an ongoing basis generate Order Accepted Sales Forecast that include Total Estimated Monthly Order Accepted EMU broken down by: Branch Sales Manager Sales Rep Product category (data, Internet, long distance, local and other) Projected Monthly Order Accepted sales
- While the Funnel is a great way to identify rep needs and how opportunities are progressing through the sales cycle, obviously, it also helps to monitor rep/ team activity and performance. The number of opportunities in the Qualified stage is a good indicator of the frequency and effectiveness of a rep’s prospecting activities. Having an adequate number of dollars and opportunities in each phase of the sales cycle will help a Sales Manager evaluate the team and the individual reps’ ability to consistently make plan month after month. Note to NACM: Ask: What specific funnel information are you using today to review activity and revenue results? Reviewing this type of information during the one-on-one with the sales rep can prompt a number of discussions, for example: Prospecting habits Who are they targeting? What research are they doing before prospecting What are their opening statements?
- Earn the Right /
- Earn the Right /
- Once You’ve earned the right, The customer must have a need or a problem they need to solve. THEN you can present your Elevator Pitch, 30 second commercial Intro to Session 3: Deep Dive
- Example: Domino’s Wanted to understand their customer’s true pain: taste? Temperature? Getting it fast? …True pain was: uncertainty of when it would arrive. So: Launched campaign: 30 minutes or less (or its free)
- Pulse / Market Research / Surveys: motivational variables: fears, desires, expectations, attitudes, satisfactions Ask open ended questions. Seek to understand / get feedback Suspend judgement / Listen deeply / challenge assumptions / inquire and reflect
- Pretend you are an inventor.. / patent (smallest. Brightest, easiest, Avis, we try harder
- Transition and Sumarize… highlights