Business Stimulus Program: Take Action to Thrive in this Economy
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Business Stimulus Program: Take Action to Thrive in this Economy Angie Hirata Worldwide Director, Marketing & Business Development
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Transcript of Business Stimulus Program: Take Action to Thrive in this Economy
Business Stimulus Program: Take Action to Thrive in this Economy
Business Stimulus Program: Take Action to Thrive in this EconomyAngie HirataWorldwide Director, Marketing & Business Development
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Welcome to Your Business Stimulus ProgramWelcome to Your Business Stimulus Program
Stimulating Your Business
Today’s Webinar
1-Hour Consultation
Business Stimulus Kit
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Companies Using CRM
Companies Not Using CRM
$-
$50,000
$100,000
$150,000
$200,000
$250,000
$300,000 $256,087
$178,542
Revenue Per Employee: Companies Using CRM Outperform by 44%
Revenue Per Employee: Companies Using CRM Outperform by 44%
Source: AMI-Partners, 2007
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Why are you here today?Why are you here today?
1. Not using a CRM system and want to see if it can improve my business
2. Have a CRM system, but not using it effectively
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Start by Asking Yourself…Start by Asking Yourself…
How is the economy affecting your business? Is it different than “business as usual”?
What are 3 key areas of your business that you can improve to maintain and grow your top & bottom line? For example:i. Customer satisfaction & loyaltyii. Incremental revenue from customersiii. Improve win ratio against competitorsiv. Increase response on marketing campaignsv. Increase qualified leadsvi. Improve channel performancevii. Significantly improve staff productivity and
output
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Then Set Your Goals, Monitor Progress: Dashboards, Alerts, Reports
Then Set Your Goals, Monitor Progress: Dashboards, Alerts, Reports
Specific, measureable
Health check = Dashboards
Critical issues = Alerts
Detailed info = Reports
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Be in the Driver’s Seat of Your Business…Be in the Driver’s Seat of Your Business…
Dashboard: ongoing monitoring: speedometer, odometer
Alerts: notifications that require action: maintenance, low oil, low gas, door ajar
Reports: detailed information: mechanic diagnostic reports
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Example 1: Customer Loyalty & RevenueExample 1: Customer Loyalty & Revenue
Why? Because your customers are more likely to spend with you than new prospects
How? Improve customer service Marketing more effectively back to customers
Measured by: Resolution to customer issues within X
hours/days Additional revenue from customers
Alerted in real-time for: Service cases (from key customers) overdue Customer deals at 75% in sales cycle
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Example 2: Increase Wins with New ProspectsExample 2: Increase Wins with New Prospects
Why? Can’t grow business on existing customers alone; Finite # of leads
How? Increase # qualified leads (prospect nurturing) Improve win ratio
Measured by: # Qualified leads Win/loss ratios (based on competitor, rep or
other) Alerted in real-time for:
Leads not followed up New deals entered for X$ against X competitor
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Your ExampleYour Example
Business Goal Metrics to Monitor Progress Towards this Goal
1 A B
2 A B
3 A B
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Your ExampleYour Example
Business Goal Metrics to Monitor Progress Towards this Goal
1 Improve customer satisfaction A – Resolution of service cases within 24 hours
B – Increase revenue from customers by 20%
2 A B
3 A B
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Your ExampleYour Example
1. I need to be alerted whenever __________________ to be on track to reach this goal.
2. I need to be alerted whenever __________________ to be on track to reach this goal.
3. I need to be alerted whenever __________________ to be on track to reach this goal.
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Your ExampleYour Example
1. I need to be alerted whenever a service case is logged and is left unresolved for more than 24 hours to be on track to reach this goal.
2. I need to be alerted whenever __________________ to be on track to reach this goal.
3. I need to be alerted whenever __________________ to be on track to reach this goal.
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3 Requirements to Stimulating Your Business3 Requirements to Stimulating Your Business
Process
Technology: Data &
Information
People
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Case: Production Automation ManufacturerCase: Production Automation Manufacturer
Background: Market: Production Automation solutions for
Manufacturers Sales cycle: 2 weeks to 5 years
Business Goal: Improve customer service & loyalty Improve sales win ratios
Business Challenges: No access to central customer information or issues Manual compiling of Excel spreadsheets for sales
reports Inability to understand customer profitability, sales
rep performance weaknesses, win/loss
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Case Solution: Production Automation ManufacturerCase Solution: Production Automation Manufacturer
Consolidated accounts, sales deals/forecasts, and service cases into central system
Enabled account managers to see status of service cases before meeting with clients
Migrated former Excel templates into CRM system for sales deal tracking
Enabled managers to see information to: Pipeline reports for revenue per month by various
criteria to see ]underperforming areas of business by region, product sales rep and more.
Understand sales cycles by rep from inception to close
Provide sales coaching to improve sales cycle management
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Case Solution: Production Automation ManufacturerCase Solution: Production Automation Manufacturer
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Case Solution: Production Automation ManufacturerCase Solution: Production Automation Manufacturer
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Case Solution: Production Automation ManufacturerCase Solution: Production Automation Manufacturer
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Case Results Case Results
Improved management insight into sales performance
Enabled managers to identify critical areas for coaching
Enabled sales staff insight into service issues Improved service case resolution by improving
efficiencies and visibility into status of cases Improved sales win ratios by understanding
competitors, identifying sales process improvement opportunities
Increased sales by identifying & focusing on most profitable products and customers
Other Examples to Stimulate your Business
Other Examples to Stimulate your Business
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Maximizer Mobile CRMMaximizer Mobile CRMAccounts &
Leads:• Notes• Profile
• Log Calls, Emails
• Maps
Sales & Service:• Sales forecasts
• Service cases• Tasks
• Calendar
• Store data on device
• Synchronize wirelessly
• Real-time look-ups
• Mobile Dashboard
• Document Library
• Integrated with
BlackBerry
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DashboardsDashboards
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Alert Email:• Leads not followed-up (example)
• Lead details• Sales rep assigned• Date lead entered• # of days since
follow-up
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Thank you! Next StepsThank you! Next Steps
1. Download the Business Stimulus Kit from Maximizerhttp://www.maximizer.com/crm-resources/crm.html?panel=3#crm-resources
2. Call Maximizer to book a 1-hour Executive Consultation appointment
Required attendees: Customer-facing or senior operations
business executive and manager(s)
Contact your Account Manager:1-800-804-6299
