CRM 1080

Capture, Route, Follow-Up and Close Leads from the Web!

You work for an office automation solutions company.   You are one of 100 sales reps but you specialize in selling high end copy machines — you know, the ones that does pretty much everything except pour coffee…   

It is a busy day and you are on the road when your PDA sounds off  — you have mail.  It is a new lead that was just routed to you by your CRM solution.    The lead was a result of the prospect visiting your website and filling out a web form. 

So, why did you receive the lead and not any one of the other 99 sales reps?  Well, it is because based on the type of solution requested by the prospect and other infographics, your CRM system was intelligent enough to route the lead to you.   And here is the best part!  Your CRM solution already contacted the lead on your behalf and provided with initial brochures, case studies, benefits, etc.   Now, you just have to follow-up with a phone call.  And just in case you miss that step — well, you won’t!  Because, your CRM system is intelligent enough to keep bugging you until the call is made! 

Next, your CRM solution makes sure that you utilize the best practices established by your organization to ensure that you close the sale.   The system also informs sales engineers that they will have to work with you to demonstrate the solution to the prospect.   All of these activities are being scheduled and/or taking place at precise intervals. 

The above capturing of leads and automation is a must have tool in today’s competitive landscape for sales representatives.  Companies no longer can rely on static web pages with basic telephone numbers or email address for prospects to call or to send a question.  With web forms, leads are captured from the web and routed to the appropriate sales rep based on criteria that you set up.   Automated triggers can also send out acknowledgements, follow-up reminders, drip marketing messages, etc.   The system also can automatically create a contact record as well as a sales opportunity record.   So, now, this opportunity is in the Sales Rep’s pipeline.  This pipeline is visible not only to Sales Rep but also to his supervisor, his regional manager as well as the VP of Sales.  All of this happens in seconds form when a prospect clicks on the submit button requesting the information on the corporate web site. 

Your marketing folks will be really happy too!  Because, your CRM system will automatically associate the sales opportunity to “corporate web form” as the marketing source.  So, on a realtime basis, marketing folks will be able to tell the impact of various web pages and/or web forms. 

So, welcome to the world of CRM and capturing leads from the web.  It is the only way to improve response times, associate the right rep to the right deal, follow-up in a timely manner and close the deal based on the science behind best practices. 

Now… go close the deal! 

Regards,
THE CEO

Social media has become so popular that companies started to establish their strategies on it. Did you ever think about implementing this effective tool? Tell us what you need…

Configure, Automate and Deliver Literature when requested!

Ever wondered how companies are able to send you the exact information you are looking for when you have visited their web site?  Welcome to the world of Literature Fulfillment using CRM automation.    

One sure way to reduce operational cost is to create a knowledge management database that supports the constant needs of your prospect or customer base from product brochures to annual financials to credit application forms to contract templates.   Why should you dedicate any human capital when this can be done so much more efficiently through the right CRM automation?  You shouldn’t! 

So, how can CRM solutions help again?   Well, when you visit a website, they often ask to your create an account or login before you can view certain information or before you can request to see a demo of a product.   Once you do that, the CRM system immediately tracks your every move and at that point is able to match your request or your web page visits to information that you may find useful.   This information is then automatically emailed to you in a timely manner in the delivery method that you have selected. 

That’s it… pretty simple for the prospect or customer since they had to do little to request the information they need to make a decision.   

Literature Fulfillment using CRM can handle a multitude of activities including ongoing communication relating to product offerings, updates, recalls, cross-selling and up-selling opportunities and more!   You can also schedule drip marketing relating to literature fulfillment. 

Of-course Literature Fulfilment is not simply limited to someone visiting your website.  It can also be used to fulfill request that comes through your customer service or sales department.   The goal is for the agent to quickly search for the information being requested and quickly send it to the person requesting the information with minimal effort.  

The best part about CRM is that every activity is tracked — regardless of how it was requested or how it was delivered to the end user.  This allows for historical audits when necessary for certain industries. 

CRM automation and Literature Fulfillment has come a long way… but you will start seeing more and more use as CRM automation intelligence continues to stride forward towards continued innovation. 

If you have a CRM solution, make sure that you have configured it to deliver Literature to your audience when requested around the clock! 

Have a great weekend,
The CEO

Wouldn’t you like your sales staff to receive business alerts regularly?
Let’s see what kind of alerts you pick!

Welcome to another week of Fun and Excitement!

What Will Make My CRM Deployment A Success? - CRM1080

As the economy continues to limp by, you realize your business requires efficiencies.  You need to better compete and you want to do more with less.  So, you do some research, verify with business associates and come to the conclusion that you need a new system to help streamline and automate operations.   Yes, you have been introduced to Customer Relationship Management — a combination of strategy and software solutions may take your business to the next level.   Caution!  It is a serious move that requires a serious investment — both time and money.

You are now ready to start reviewing the many different vendors and options relating to your deployment.   It is somewhat overwhelming but with the help of the internet and perhaps a consultant, you start your review.  Once you have narrowed it down to the last 3 vendors, it is time to make a decision.   Right before you do this, perhaps asking some Common Sense Questions may be prudent:

• Does the Solution Deliver Business Objectives
  Not just general business objectives but objectives unique to your organization or your small business.  The specific way your Sales team works.   The unique marketing methodologies you utilize.  The outsourced customer service company that you use.   Or perhaps, something as simple as the various internet devices utilized by your business to get the job done.
   
• What is the Programs Long Term Value
  Is this a permanent Hosted (SaaS) model where you subscribe to the service or is the solution an on-premise solution where you require the right IT staff to deploy and maintain the system.   Or better still,  is there flexibility — can you move between Hosted or On-Premise?   As your business requirements change, does the solution grow with you or will you be going to this entire process again in 3 years?   So, what is the ROI again?
   
• Cost
  Many a time, you look at the cost of the software license (if it is an on-premise solution) or monthly subscription cost (if it is an online hosted solution) and you make your decision based on that.  Wait a minute!  There is more.   What about the cost of training your staff, on-going maintenance and additional services not part of the “package” ? 
   
• Staffing Requirements
  Time and time again a deployment has gone south just because the appropriate level of staffing to deploy a CRM initiative successfully was completely neglected.   The sooner you realize that this is NOT just like installing a new version of MS WORD, the better!   The CRM system will force everyone in your organization to work a certain way!  So, not Configuring it correctly can be disastrous!  It is absolutely critical that the CRM solution works the way you do business and not the other way!   This requires appropriate levels of staffing to review, coordinate and get trainned.   It will take time of your managers, your executives, your line staff, your…  you get the message — it touches everyone in your organization.  So, all staff must be trained on it.  Make sure that you have allocated and accounted for the time.
   
• Risk
  Last but certainly not least — the Risk.  What if you do not meet the timeline for deployment? What if the CRM initiative is a Failure?  Yes, what if it is?  How will it impact your business.   Answering these two questions will avoid any undesirable consequences to the health of your business should you have to face them.   Having said this, CRM industry has come a long way since the late 1990 and your chances of success is almost a guarantee — of-course, you must follow best practices.

In addition to the above questions, there are best practices that can help ensure a successful CRM deployment.  I encourage you to visit our Resource Links.    But as always, feel free to ask a question and we will utilize our vast experience to put you on the path to success.

Have a great business week!
The CEO

Organizations have a variety of methodologies to track and report on sales related activities…  from the formal to the informal.   Some work and some don’t.   Check out the poll below and see where you stand on sales management compared to other companies: