MidTech ROI from CRM Presentation
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The document discusses getting ROI from customer relationship management (CRM) systems. It emphasizes that CRM success is driven by people and processes, not just technology. It provides tips for CRM implementation, including getting sales teams involved early, focusing on usability, starting slow, and positioning CRM as a team solution. The document also discusses conducting a CRM audit to identify process gaps and outlines steps for developing a roadmap to address gaps and measure ROI.
MidTech ROI from CRM Presentation
- 1. ROI from CRM: Let’s Make IT Heroes Brian Gardner Founder & lead evangelist, SalesProcess360 Author, ROI from CRM
- 2. Goals for This Session Present a proven methodology to get ROI (People, Process, Technology) Suggest Do’s and Don’ts for CRM Projects Give you tools that you can use -Free book Provide coaching when you need it
- 3. Who feels their company is getting ROI from CRM? Have CRM? ROI from CRM?
- 4. Why? Why not? Management mandates use It’s seamlessly integrated into our ecosystem Its become part of our culture Its boosted sales productivity Mobility Sales thinks it’s hard to use It’s a stand alone app Performance is not acceptable It doesn’t do everything users want No mobile app available
- 5. How I Got to This PointWhy is CRM so hard to Implement - Enrollment - Engagement - Solution Success
- 6. ROI from CRM Get your arms around your processes. 1. Required Team Review 2. Sales Process Gap Analysis 3. CRM Roadmap Matrix 4. CRM Phased Roadmap 5. CRM ROI Calculator CRM Audit
- 7. How can you get the Sales Team to be doing this for CRM? (Inside and Outside Sales)
- 8. Get Sales Involved Early Make them part of the process ▪ Specification/Needs ▪ Evaluation ▪ Selection ▪ Training Top Guns involved (Why?)
- 9. Make technology work for the sales team System easy to use ▪ Intuitive UI ▪ As few clicks as possible Critical/Key information at their finger tips ▪ Account activity by all departments (touch points) ▪ Marketing Automation (Contact Scoring) ▪ ERP data (Sales History, Credit Hold) ▪ Easy Email Integration ▪ Mobile (Voice, What’s near me, 360 view, maps) ▪ What’s new ▪ Knowledgebase (competition, successes, applications)
- 10. Start Slow and Grow Don’t overwhelm the team Pick around 3 (no more than 5) things to focus on first Pilots with a cross functional team is best practice
- 11. Position as a TEAM Solution Information Inside and Outside SalesReps Management Help Desk Servic e Information Technology Marketing
- 12. Training Set the Expectations Train on the Expectations Monitor the Expectations Listen to Feedback Train on the “WHY” not just the how
- 13. Don’t Make CRM an IT only Project Don’t throw anything at me… CRM is technology, but its success (ROI) is driven by non-IT people
- 14. We talked people Now let’s talk about process It is about People & Process, not just Technology.
- 15. ROI from CRM Get your arms around your processes. 1. Required Team Review 2. Sales Process Gap Analysis 3. CRM Roadmap Matrix 4. CRM Phased Roadmap 5. CRM ROI Calculator This can be done even if you have CRM CRM Audit
- 16. CRM Audit By all departments and sales stages: ▪ Company ▪ Outside Sales ▪ Inside Sales ▪ Marketing ▪ Service ▪ Leads > Opportunities > Quotes > Order Entry Areas for improvement & focus. Where are the gaps in your company? (Be honest!) 1. 2. 3.
- 17. Dos & Don’ts Get your arms around your processes. 1. Required Team Review 2. Sales Process Gap Analysis 3. CRM Roadmap Matrix 4. CRM Phased Roadmap 5. CRM ROI Calculator CRM Audit
- 18. Build a Roadmap for Getting ROI from CRM for your Organization List areas of focus/gap Departments needed to accomplish Impact (Low, Medium, High) Internal champion(s) to get it done Difficulty (Low, Medium, High) Major action items to accomplish Obstacles Value proposition for doing this
- 19. CRM Audit Summary Can be eye opening Removes the subjective Can be done pre or post CRM Case Study: Labconco Jeff Crossley (IT Mgr.)
- 20. ROI from CRM: Dos & Don’ts Get your arms around your processes. 1. Required Team Review 2. Sales Process Gap Analysis 3. CRM Roadmap Matrix 4. CRM Phased Roadmap 5. CRM ROI Calculator CRM Audit
- 21. Let’s Make IT Heroes Summary 1. Focus on user adoption 2. Get sales involved early in the process 3. Focus on making CRM a tool that brings value to the sales team 4. Get your arms around the gaps for processes improvements 5. Train on the “Why” 6. Position as TEAM solution
- 22. Final Word CRM is not a project or one-time event. It needs to become part of your company’s culture and SOP. “ ” When IT is in sync with Sales the success rate with CRM increased greatly. “ ”
- 23. 1. Required Team Review 2. Sales Process Gap Analysis 3. CRM Roadmap Matrix 4. CRM Phased Roadmap 5. CRM ROI Calculator CRM Audit
- 24. ROI Calculator Let’s do a CRM ROI calculator for a gap I typically see in every company. Quote Follow up. Example: let technology with CRM help the sales team. Automated email follow up process. Increase “hit rate” on quotes with better management of the quote follow-up process.
- 25. ROI from CRM CRM needs to be looked at as a revenue generator. We can help you develop an ROI case even your CFO will believe • Automation • Sales process improvement • Information visibility across departments • Sales Performance Management • Common Practices • Many more
- 26. Next Step 1 Let us know if we can help you get ROI from CRM. 2 If interested in learning more about the CRM Audit (put CRM Audit on the back of your card)
- 27. Contact Us! Robert Neumann Rneumann@infodatinc.com 713-785-7862 Infodat LinkedIn www.infodatinc.com