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Craig Klein, CEO of SalesNexus, Presents "Grow Sales with Customer Relationship Management" to TEANA.org in New Orleans, July 15, 2012
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To Grow Sales, Manage Customer
RelationshipsCraig Klein, CEOSalesNexus.com
SalesNexus.com
• Founded in 2002
• CRM for SMBs
• Cloud based
Customer Relationship Management
Risks
• Sales person leaves to join the competition
• Customer complains and you can’t prove your
side of the story
• Loosing business because you’re too slow
Changing Tires on a Moving Truck!
• Stop what you’re
doing
• Set up new system
• Train the staff
• Learn to manage
Sales is Stressful!
• Prospecting
• Proposals
• Networking
• Closing
Sales has changed
• Can you be “Googled”?
• Does your site create
leads?
• Leads are pre-educated
Inc. Magazine
58% of purchases start with Internet search!
Human?
Technology will never
replace personal
relationships.
“When I need an expediter, I want
to get someone on the phone and
get action fast!”
De-Stress
• Reach more customers
• Reduce stress
•Deepen relationships
•…without busting the budget!
Expediter Sales Problems
• “I got a proposal from your sales guy last month, I need to
book this shipment today, can I get the same deal?”
• “I’ve got an email from your rep here that says “delivery
by 10am”!
• Information Scattered Everywhere
• Your Customer Doesn’t Have Time to Wait on Information
Opportunity
•Make sales intelligence
available in one place
•Make Lead & Customer Nurturing
an Automatic Part of the Sales
Process
The X Factor
• Prospects go through the funnel
• A few turn into Clients
•What about the rest?
The X Factor
• They’re thrown away!
• Close 20%
• Throw away 80%!
• Follow up “slips through
• the cracks.”
Loosing Shipments Today and Tomorrow
• Frequent shipper contacts an expediter about an
unexpected need.
• May not order due to the cost
• Will that cost seem high after they
live the consequences?
• Will that situation occur again?
• Will they remember you?
Sales CRM and Email Marketing
• Nurture leads and customers using Email
automatically
• Increase ROI on Lead Generation
“Cold” leads become hot again
• Increase Sales Close Rate
Communicate a Consistent Message to Prospects
• Increase Revenue per Customer
Ensure all Customers Know All You Can Do For Them
Increase Sales by 10%
• 100 leads each month, 20 orders
• 80 don’t close
• In 6 months, 480 “dead” leads
• 4 additional orders each month!
Do You Mean Spam?
• Lead nurturing emails are not spam, they’re
informative and helpful.
• Use emails to educate – what you do on the phone
and in person now.
• Speak to your neighbor or brother in law
• Give to Get
• Start Simply – just start!
How to Get Started
1. Start collecting customer information in a
central system – phones, emails, etc.
2. Start tracking the sales process – identify
3 or 4 “must do” steps
3. Measure and refine your process
4. Choose technology to fit your people and
your process
5. Start writing simple lead nurturing emails
Don’t Forget!
1. Don’t fall in love with the shiny things!
2. What will you automate - specifically?
a) Response to new inquiries
b) Staying in touch with current customers
c) Customer feedback after an order
3. What is the return you expect?
4. How will you measure it?
Choosing a Solution
• Cloud based vs. Internal software• Lean staff or ample IT staff?
• Implementation and Help Desk Services• Will you rely on the software vendor, a 3rd party
consultant or your internal IT staff?
• Identify solutions that fit your support needs and budget first
• What set up and training is included?• Bells and whistles don’t lead to success
While the truck is moving…
• Plan time to plan
• Play with the IT in the lab
• Tailor it to your business
• Test it in the real world
• Train the staff when its REALLY ready!
A Little Help
• CRM Solution Check List
• From e-Newsletters to Email Marketing
that Drives Sales – Webinar – August
9th
Thank You!
Your Questions and Comments