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CRM TodayIN NEARLY EVERY SALES ORGANIZATION
Use of customer relationship management (CRM) platforms continues to
rapidly grow to meet the needs of businesses of all sizes, in all sectors.
Among businesses with more than 11 employees, 91% now use a CRM tool,
as do about 50% of businesses with 10 or fewer employees. Gartner predicts
continued CRM growth of almost 15% per year through 2017.
Forrester Research, in its CRM Playbook for 2016, terms CRM “a foundational
building block” in organizations’ customer experience strategy. CRMs allow
companies to do business more rapidly, with greater agility. CRMs enable
companies to achieve higher lead conversion, deeper customer relationships,
greater operational efficiency, improved customer satisfaction, and increased
revenues. Yet despite CRM’s transformative capabilities, Forrester contends
that “few companies tap into the power of these solutions.”
Key CRM Trends
Source: Superoffice.com,July 29, 2016
Multi-deviceThe majority of CRM users (81%) now access
CRM software from multiple devices.
MobileAlmost 50% of users access their CRM from a
smartphone, which boosts adoption and use
of CRM, increasing sales reps’ productivity.
SaaS Gartner forecasts SaaS CRM will grow at
more than 22% per year through 2017 and
by 2025 will reach 80-85% of all CRM.
Device Used to Access CRM Platforms
LAPTOP DESKTOP SMARTPHONE TABLET
84% 76% 48% 45%
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3
Sales Today LEAN, OVERWORKED, MOBILE
In an increasingly competitive environment, sales leaders are focused on customers, speed, and leveraging technology to fuel their success.
Salesforce Research
identified four key trends
that are the new normal
for sales teams and that
separate thriving sales
leaders from the pack.
Sales Trends
Objectives ChallengesKey challenges in sales and sales operations, based on DocuSign’s interactions with sales leaders:
Source: 2015 State of Sales, Salesforce Research
Accelerate time to revenue
Improve the customer experience
Do business anytime, anywhere
Using analytics
High-performing sales teams are far more likely to use analytics.
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Using mobile apps
Top sales teams are more likely to use mobile apps to access information and close deals from anywhere.
Winning as a team
High performers work together as an organization and connect with customers in more and better ways.
Leveraging technology
High-performing sales team use technology to accelerate sales processes.
Top 3 sales objectives among 2,300 global sales leaders:
Source: 2015 State of Sales, Salesforce Research
Acquire new customers
Grow the value of existing customers
Create deeper customer relationships
80%
55%
46%
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CRM & Sales Tomorrow EXTENDING CRM WITH APPS
In companies large and small, CRMs are used across the organization in
sales, marketing, customer service, and other areas that touch end users.
CRMs help companies achieve their sales objectives, overcome their most
significant challenges, and capitalize on key trends.
Since there are millions of CRM users with many different use cases and
applications, companies often customize CRM platforms to meet their
specific needs. In addition, businesses are taking advantage of thousands of
business and social applications by integrating them into their current CRM.
All of the major CRMs, including Salesforce, Microsoft Dynamics CRM,
NetSuite, and SugarCRM have app stores, with thousands of apps that
integrate with, extend, and enhance the products. These apps
enable users to integrate added functionality with their ultimate aim
of creating an all-in-one solution specifically tailored to each
organization’s work processes and business needs.
CRMs will evolve from sales-oriented tools to truly integrated marketing and sales platforms.
- Kathleen Booth, CEO, Quintain Marketing,
in CIO.com
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APP CATEGORIES AND CAPABILITIESFor every possible business function and task, there is an app that addresses it and integrates with your CRM. Shown below are some of Salesforce’s featured apps; many also integrate with other CRMs.
Customer Service
CLICKTOOLSSurvey tool for customer feedback
DIALSOURCEManages service cycle conversations
EMAIL TO CASE PREMIUMSupports agents in managing cases
Marketing
SALESGENIUSAutomation, demand gen, email marketing
ACT-ON MARKETINGOnline marketing
BIZIBLE MARKETING ANALYTICSData-driven marketing decisions
IT & Admin
INFORMATICA CLOUD INTEGRATIONOn-demand data integration
JITTERBITData migration
APSONACross-object, multi-termsearching, reporting
Finance
ACCOUNTING SEED FINANCIAL SUITECombines ERP and Accounting
Human Resources
JOBSCIENCEStreamlines staffing performance analytics
Collaboration
TASKRAY PROJECT MANAGEMENTTrack, manage, communicate efficiently
Analytics
FUNNELSOURCEForecasting and pipeline analytics
Sales
DOCUSIGNDigital transaction management (DTM) CIRRUS INSIGHTIntegrates with Gmail and Outlook
CONGA COMPOSERCreate and deliver custom documents
Enterprise Resource Planning
ASCENTERPERP in Salesforce
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Going Digital to Close the Deal FasterOrganizations have invested significantly in CRM systems to manage critical customer-facing
processes. Yet at the moment of truth—when a contract needs to be executed—many
continue to rely on manual processes and printed documents. This slows the sales cycle,
hurts close rates, adds costs, and limits visibility.
Digital transaction management (DTM) enhances the value of CRM by eliminating manual,
paper-based processes. DTM accelerates time to revenue, lowers costs, increases security
and compliance, and delivers a better customer and sales rep experience.
Led by DocuSign, the global standard in digital transaction management and the most
popular electronic signature app on the Salesforce AppExchange, DTM enables preparation,
execution, and management of transactions in an all-digital environment. DocuSign’s
solution is a proven alternative to:
By digitizing the most important step of the customer relationship—closing the deal—
companies can give customers what they want, when they want it. DocuSign is changing
how business gets done by empowering anyone to transact anytime, anywhere, on
any device. Companies that use DocuSign have dramatically decreased their sales cycles,
closing more contracts and increasing revenue.
Going digital can meaningfully
affect every part of the
organization. DocuSign
experienced it first-hand
going completely digital in
its own operations.
Printing Faxing Scanning Overnight
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Enterprise-WideImpact of DocuSign
Marketing
IT/OperationsFinanceHuman ResourcesSales Legal
Facilities ProcurementProduct ManagementSupport
5.9xFaster turnaround of customer
100% 83% 4 days 5.5x
$63.31 $41.49 75% 70%
Reduction in errorsfor leasing
More efficient processing account
Removed from release authorization
Faster turnaround of MSAs, SOWs
Incremental revenueper sales contract
Saved for every candidate offer letter sent
Cost reduction per compensation adjustment
Reduction in time to complete asset audit for entire organization
More efficient executing NDAs & contracts
13 to 2.5 days
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Results from DocuSign’s Solution
DocuSign is used across industries by more than 225,000 customers and 85 million users.
DocuSign is the #1 eSignature app on AppExchange and is #1 with all
analysts including Gartner, Forrester, Aragon, and Ombud. It’s the reason
why an average of 950,000 transactions are DocuSigned every day.
DocuSign’s technology solution improves the speed of closing deals, increases
the close rate and revenues, streamlines workflow processes, reduces
paper, decreases costs, reduces errors and improves compliance, produces
tremendous value, and delivers an extraordinary ROI. Users just DocuSign
and go to keep business moving forward.
Immediate ValueDelivering extraordinary ROI by making it easy, fast, and secure to collect and process contracts — all without ever leaving your CRM.
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Close More Deals Faster
With improved contract turnaround time
Increase AccuracyWith two way data flow
Cut Operating CostsExample: $19.53 savings per document
Be MobileClose deals anywhere, anytime
Maximize CRM Investment
Example: 300% increase in CRM usage organization-wide
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Just a few of the many examples of outstanding results achieved from DocuSign are:
Increased close rate by
30%
Eliminated paper from contract cycle by
85%
80% reductionin customer contract completion time, from 2 weeks to 2 days
100% increasein the number of centrally recorded contracts
Savings of $43.25per document
300% increasein Salesforce usage
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Value of Integration with Many Other Apps
One of the most powerful capabilities of the
integrated app model is the ability to incorporate
multiple complementary apps that work well
together into an organization’s CRM.
For instance, as part of its own operations, Salesforce integrated
several apps that work seamlessly with DocuSign’s solution. It’s
a model that provides a good template for other businesses.
Using Jitterbit, a cloud-based integration app to pull everything
together, Salesforce merged the functions of DocuSign with a
Configure, Price, Quote (CPQ) app (Apttus) and a compensation
management tool from Xactly. The result is the ability to
manage deals from start to finish without leaving the
Salesforce platform.
DocuSign’s platform handles preparation, execution, and management of virtually any type of transaction in an all-digital environmental.
Before launching DocuSign, Salesforce averaged 2 days to close a deal.
With DocuSign:
15MINUTES
1HOUR
1DAY
90% of deals are closed in 1 day
71% are closed in less than 1 hour
Almost 60% in less than 15 minutes
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DocuSign also integrates with other leading CRM solutions including Microsoft Dynamics CRM, NetSuite, Oracle Sales Cloud, and SugarCRM.
The DocuSign for NetSuite connector is the easiest way for NetSuite users to close more deals by collecting, tracking, and storing signatures from customers
within minutes.
DocuSign for Salesforce is the most popular eSignature app on AppExchange and ranked #1 by
analysts like Forrester, Gartner and Ombud!
DocuSign helps Microsoft Dynamics CRM customers send contracts for signature directly
from the application.
Close deals faster with a digitized process that streamlines sales
document signatures.
DocuSign for Sugar 7 takes advantage of the new Sugar 7 platform to help sales users close business completely in the cloud. Users can configure and send
envelopes from DocuSign; customers can sign documents from any browser
or device in minutes.
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Integrated Solutions that Enhance CRMs Even More
With Apposite’s integration for Dynamics CRM, users create DocuSign documents from within CRM just like any other CRM activity.
Carriersoft.com is the leading provider of customer management software for the auto transport industry.
DocuSign has identified and formed relationships with numerous solution providers whose apps and solutions enhance the value of CRMs.
ConvergeHub integrates DocuSign’s eSignature and transaction management capabilities into its customer engagement solution for small business.
FieldStorm mobilizes retail and FMCG sales teams and empowers management with real-time performance reporting.
LeadTrac™ is a web-based lead, client, and data management solution ideal for businesses that need a secure, feature-rich online system for importing, uploading, and managing leads, campaigns, agents, appointments, agreements, electronic files, appointments, and more.
NDA’s industry-leading quote configuration and creation, costing, geocoding, and sales automation solutions for telecom carriers, resellers, and agents increase quoting efficiency and customer satisfaction.
PS is a powerful merchant acquiring tool. It is an industry-specific CRM built on the Force.com platform.
Professional Advantage provides software solutions built in Microsoft Dynamics. The staffing Back Office solution provides a powerful pay/bill and financial system that is compatible with leading front office solutions.
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Integrated Solutions that Enhance CRMs Even More
SteelBrick provides easy-to-use Configure Price Quote (CPQ) apps for high-growth businesses that increase sales rep productivity.
Thunderhead.com helps maintain consistent conversations across all channels and touch points: digital (web, mobile, and social), print, and call center.
DocuSign has identified and formed relationships with numerous solution providers whose apps and solutions enhance the value of CRMs.
TinderBox is the leading sales automation solution that helps businesses own their sales process from presentation to close with data-driven online documents.
Vtiger CRM helps small and medium-sized businesses deliver a streamlined and meaningful customer experience across the entire customer life cycle by creating a single 360-degree historical view of each customer.
DocuSign and Xactly work together to build incentive programs for small and large businesses.
xSign™ is a plug-in for Microsoft Dynamics CRM that harnesses Microsoft Dynamics CRM, DocuSign, and Microsoft SharePoint into a powerful solution that helps companies close deals more quickly by automating key steps of the document-generation and document-signing processes.
Zuora works with DocuSign to increase the efficiency of a business’s subscription services.
For more information go to docusign.com
DocuSign® is changing how business gets done by empowering more than 225,000 companies and more than 85 million users in 188 countries to send, sign
and manage documents anytime, anywhere, on any device with trust and confidence. DocuSign replaces printing, faxing, scanning and overnighting paper documents to transact business. DocuSign enables organizations of every size, industry and
geography to make every decision, approval, workflow and signature fully digital.
DocuSign and Go to keep life and business moving forward.