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

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

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


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

PCs everywhere

Everyone on the internet

High-speed internet

SaaS hits mainstream

Mobile


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




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


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

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.

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

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.

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

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

    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!)

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

    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!)


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

                 Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer
                             © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
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.
                  Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer
                              © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
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!)
                      Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer
                                  © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
Questions You Must Answer When
          Choosing Your CRM
Salesforce automation?
Lead management?
Reporting / Analytics?
Shared database?
Sales tracking?
Customer service?
Email marketing?
                    Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer
                                © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
Questions You Must Answer When
             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

                        Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer
                                    © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
Questions You Must Answer When
          Choosing Your CRM

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


                 Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer
                             © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
Questions You Must Answer When
            Choosing Your CRM

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


                        Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer
                                    © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
Why Do CRM Implementations Fail?



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




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




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

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CRM Success: From Chaos to Calm Webinar

  • 1. 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
  • 2. 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 Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 3. 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. Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 4. 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 © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 5. 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.) Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 6. 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 Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 7. 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 Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 8. The Spread of CRM Today PCs everywhere Everyone on the internet High-speed internet SaaS hits mainstream Mobile Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 9. The Purpose of CRM Today Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 10. 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) Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 11. The Purpose of CRM Today 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. Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 12. The Purpose of CRM Today 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. Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 13. 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!) Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 14. The Benefits of Your CRM Today 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!) Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 15. The Benefits of Your CRM Today 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!) Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 16. 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) © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 17. 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 Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 18. 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. Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 19. 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!) Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 20. Questions You Must Answer When Choosing Your CRM Salesforce automation? Lead management? Reporting / Analytics? Shared database? Sales tracking? Customer service? Email marketing? Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 21. Questions You Must Answer When 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 Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 22. Questions You Must Answer When Choosing Your CRM Customizable? Ease of use? Scalability? Accessibility? Portability? Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 23. Questions You Must Answer When Choosing Your CRM Stability of provider/developer? • Niched to your market? • Services offered? • Partnerships? Social media integration? Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 24. Why Do CRM Implementations Fail? Your CRM Implementation CAN and SHOULD be a success. 14 Points To Consider Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 25. 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. Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004
  • 26. 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 Let‟s Connect on Facebook - TheSalesWhisperer - & Twitter - SalesWhisperer © The Sales Whisperer® - 2012 TheSalesWhisperer.com - 714.369.8004