Driving More Sales Leveraging CRM

June 19, 2019

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An award-winning business technology consultancyERP, CRM, BI, Cloud and On-premise solutions to small and mid-sized businessesOver 600 customers nationwide, 95% retentionIndustries:• Food and Beverage Manufacturing• Discrete Manufacturing• Pharmaceuticals / Nutraceuticals• Distribution / Supply Chain Management• Chemicals• Medical Devices• Professional Services

About NexTec

Integrated marketingMulti-channelEvent managementIntelligence

CRM for MarketingPurpose-built business applications

Sales

CustomerService

Marketing

Field Service

Project ServiceAutomation

Finance and Operations

Retail

Talent

CRM for Marketing

Multi-channel campaigns Email marketing Landing pages and forms

Webinars and in-person events

LinkedIn Connector

Lead nurturing Campaign designer 360 degree view Behavior-based lead nurture

Lead prioritization

Embedded intelligence Lead scoring Dynamic segmentation Customer insights Notifications

Event management Webinars using ON24 Events portal Attendance tracking Speaker management

Reporting Dashboards Surveys Embedded Power BI Configurable

Discovery Nurturing Qualified lead

relationships revenue

CRM for SalesPurpose-built business applications

Sales

CustomerService

Marketing

Field Service

Project ServiceAutomation

Finance and Operations

Retail

Talent

CRM for SalesEmpowering sellers to drive personal engagement with their customers

Relationship management

Sales productivity

Actionable insights

Sales performance

Seller

Customer

Manager

CRM for better sales

CRM for Sales LinkedIn Sales Navigator

Office 365

Unify the seller experience

…rise above the noise with actionable insights

Relationship health is trending up based on engagement

Alert! Your champion just left the company

A prospect has interacted with your email

Content recommendations for your buyer

Your colleague can introduce you to your buyer

You have a meeting coming up with your buyer

CRM Relationship Sales

Work whereyour businesstakes youDesktop, laptop, tablet, or phoneyou get the same powerfulcapabilities and rich functionality

Get one experience that’s consistent and secure acrossWindows, iOS, and Android.

CRM for Customer ServicePurpose-built business applications

ustomers lifeOmni-channelPersonalized serviceInsights into actionEmbedded intelligence

Increase revenue andcustomer satisfaction

Low valueProduct

High valueProductSelf service only Self service with

assist mode Premium service

Decrease cost and stabilize customer satisfaction

Sales

CustomerService

Marketing

Field Service

Project ServiceAutomation

Finance and Operations

Retail

Talent

Current business model for support: One size fits all

CRM for Customer Service

Video

Phone

Chat

Email

Internet ofThings

Web

Co-browse

Messaging Social

Community

Bots

In-App support

Agent experience

Case management

Knowledge management

Voice of customer (VoC)

Business processes

Entitlements, SLAs, escalations Mobile Field

service

Agent experienceEnable agents to operate efficiently by providing a unified view of the customer across applications and engagement touchpoints

Omni-channel engagementEngage customers across multiple touchpoints while preserving context

Intelligent serviceEnable personalized, proactive, and predictive engagement with customers in human and non-human service experiences

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Know your Metrics Look back over last 3 years

Revenue Goals

Closing Ratios

How Many Customers Adds

Total Opps created to Deals Won

1a

2a

3a

Leads Needed ML to MQL to SQL to SQO to Close4a

Adjustments to Sales Process Workflow and dashboards5a

CRM Best PracticesUnderstanding your Sales Goals & Pipeline Needed

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Example by the NumbersDeals needed for goal 23

Wins needed by Qtr 8

Total Opps needed for 2019 92Close rate is 25%

Shortage of deals needed 68-5 exsting customer opportunities

Conversion of Total Pipeline @40% 20

Remaining Opps needed 48

5 Months to build additional opp 10opp per month

Lead Gen team 3.5 FTE's 3opp per month

SQLs needed 286Takes 6 leads to get a meeting, and 24 calls

23% of SQL convert to SQO 66

50% of MQLs convert to SQL 571

10% of MLs convert to MQL 5470Acumatica MLs currently in CRM 4925MLs still needed 545

+750 from Lead Gen Program (Feb - May) 750Getting 250 contacts/month from Lead Gen programAdd'l leads from current marketing activities 64 new MQLs since 2019, 486 in 2018

BI Tool: Experience your dataAny data, anyway, anywhere

BI Tool

Gain deeper insights with advanced analytics Perform ad hoc, customized reporting by analyzing data across multiple dimensions

Create custom dashboards for real-time analysis using Microsoft Power BI

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Dashboards and KPI’s

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Activity Dashboard

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• Choosing the right system to meet functional needs• Change management / User adoption• A master list of customer contact information doesn’t exist or

multiple sources. – Bad data• Existing business processes are not well defined• Not identifying key metrics up front• Understanding the time commitment required form the customer• Integrating CRM with existing systems• Investing in proper user training

Challenges Organizations Face Rolling Out CRM

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Best Practices for success• Get everyone on board for the implementation• Be clear about your goals and pain points for CRM requirements• Choose your implementation partner carefully• Understand and document how users work• Design and build your CRM for the future• Focus on starting with good data• Document integration needs and flow of data• Plan and provide strong training and support• Automate processes to improve usability

Thank you.Chris MilanVP of Sales cmilan@nextecgroup.com