selling profitable crm projects extremecrm lisbon 2017

Rick

Dynamics 365 MVPMcCutcheon

Selling Successful CRM Projects

Dynamics CRM MVP , CSP - Certified Sales Professional

Leading strategist, speaker and writer on CRM and Social Selling

Facilitates Sales Process and CRM Best Practices Educational Events for leading Corporations and Associations including Microsoft Corporation ExtremeCRM Dynamic Communities CRM Evolution

About Rick McCutcheon

Customer Relationship Management is the business philosophy that lets you know and manage your business ecosystem better. It

allows you to share information more thoroughly, and interact more completely. This is can only be achieved by creating a

system that integrates people, process, CRM and related technologies.

CRM is Forever!

“Ecosystem” conveys the idea that all the pieces of an economy come together in particular places, and that their strength and interactions determine

prosperity and economic growth. Think of it as your garden, where you need fertile soil, seeds,

and other ingredients to make things grow.

Rosabeth Moss KanterProfessor Harvard Business School

Your Business

Customers

Prospects

Channel Partners

Suppliers

Vendors

Contractors

Who Is In Your Ecosystem?

Source: TechTarget

The worldwide CRM market grew to $20.4 billion in 2013, up 13.7% from $18 billion in 2012, according to Gartner Inc., fueled by digital marketing and customer experience

initiatives. Gartner forecasts that the market will be worth about $36.4 billion by 2017.

ROI on Customer Relationship Management

Source: Nucleus Research

Companies continue to make new investments in CRM to take advantage of new analytics, social collaboration, mobile, and other capabilities

“and with good reason” In analyzing Nucleus ROI case studies on CRM the

average returns from CRM have increased since 2011, from $5.60 to $8.71 for every dollar spent.


If a new customer buys from your business for 5 years and generates 25 orders per year with an average size of $500.

The lifetime Income from a new customer would then be: 5 years x 25 orders per year x $500 value = $62,500.00 If the average gross margin is 30%, then each new customer

will generate a lifetime gross margin of $18,750.00.

1000 Customers = $18,750,000.005000 Customers = $93,750,000.0010,000 Customers = $187,750,000.00

Business CRM Stakeholders - ROI

MicrosoftDynamics 365

Sales

CustomerService

Field Service

Project ServiceAutomation

Operations

Finance

Marketing+ Adobe

Requirement LOB

Requirement Management

Requirement C Level Exec

Requirement IT

Requirement 3rd Party

Assign Researcher

Initial Budget Approvals

Web Search Internal Discussion

Requirements

Engage Vendors

RFP

Partner/Dealer

Social Media

Select

Resources

Approval

LinkedIn

Twitter

Facebook

Website

Associations

Budget Timeline

Youtube

Start Project

Search Engine

ConsultantDealerVendor

Communities

Vendors

CRM Buying Process

Business Roles C Level Management Sales Management Marketing Management Customer Service Management Field Service Management Information Technology

Management

Selling to the CRM Business Stakeholders

C Level Management Challenges: Company valuation

Growth & profitability Project ROI

Aligning business processes Asset management Monitoring competitive threats Report generation

Satisfying the Board


Sales Management Challenges: Generating revenues

NBD Existing Accounts

Customer retention Monitoring competitive threats Territory coverage Channel management Hiring, training and managing people Report generation Satisfying the CEO


Lead

ProspectCustomer


Clos

ing

Rate

20%

Clos

ing

Rate

30%

Sale

s Inc

reas

e

50%

Small Improvements in sales can lead to great results


The Value of Selling Time

Source: Pace Productivity

If a sales rep spends 23% of their time selling and generates $1,000,000.00 per year in sales. Then each 1% of their time is worth $43,478.26.00.


The Value of Selling Time

Source: Pace Productivity

23% = $1,000,000.00

30% = $1,304,347.00

40% = $1,739,130.00


Source: Bell Phone Power Newsletter


Sales

Opportunity

Research Lead

C P

Current Project

Future Project

Keep Warm Strategy

Needs Analysis

OverviewPresentation

Build Solution

Solutions Presentation

Negotiate Beat the Competition

Overcome Objections

Yes Close

Create Proposal/Quote

CampaignsA Customer

B Customer

C Customer

AAA Customer

TriageCall

Call

EmailEmail P Qualify

Partner

Direct

Customers

Referral Network

Leads

Lead

RFP

FCS New Business Development Process

Social Selling Process

FCS LinkedIn Process

Referral Partners

Groups

Industry Influencers

School

Past Contacts

Customers

Prospects

LinkedIn Contacts

Invite to Group

Groups

Participate in Discussions

Add Updates

Post Events

Post Announcements

Register for linkedIn

Complete Your Profile

Professional Photo

Descriptive Title &

Summary

Relative Work Experience

Charity & Awards

Education

Follow Leaders

Recommend-ations

Give

Request

Start Linking Send thank-you

Partners

Co-workers

Customers

Industry

Prospects

Suppliers

Partners

Join Groups Update Tags Daily Update

Post

Like Posts

Send New Requests

Add Presentations

Friends

Monitor Groups

Monitor Views

Add Twitter

A Customer

B Customer

C Customer

AAA Customer

Social Media

Web Site

Education

Email Campaigns Touches

Reaction Management

90 Day Review Cycle Growth

Relationships

Delivery

180 Day Review Cycle

Annual Review Cycle

SWOT

FCS Account Management Process

Current Business

Satisfaction Level

Projects

Future Business

MarketshareUpcoming Projects

CompetitorsRelationship Management

Products

Other Divisions

Campaigns

Relationship Targets

Social

Upsell

New Product Development

Follow Social

Senior Sponsor

Meeting Schedule

Identify Relationships

CompetitorTeam

ProjectsDocument

Buying Process

Competitive SWOT

Education

Market Share

Networking

Account Management

Sales Targets

FCS Key Account Management Process

FCS Partner Relationship Management Process

Ask the CCR Questions to help better understand the opportunity.

Circumstance Questions: Find out details about the prospects existing conditions.

Challenge Questions: Better understand the prospect current and future business challenges.

ROI Questions: These ask about the expected ROI or Return on Investment the prospect expects from you solution.

Asking The Right Questions

What type of CRM software are you currently using? Do you currently use CRM? How many active users? How is your Sales Team structured? How do you measure user adoption? How do you track opportunities and forecast sales? How do you share customer and prospect data across

your departments? How do you currently track and manage customer

information?

Circumstance Questions

What are the some of the challenges (issues/problems) that you have concerning Monitoring sales activities? Collecting quality information Generating and tracking quality sales leads? Generating accurate forecasts? Keeping your customer and prospect data up to

date? Sharing information between sales and customer

service?

Challenge Questions

If monitoring sales performance was no longer a challenge – how would you make better use of your time?

If generating quality information was no longer an issue, how much more effective could your sales team become?

If qualified customer profile information was available, how much revenue could be generated through cross selling campaigns?

If you could get accurate feedback on sales pipelines and forecasts – how would this improve your teams ongoing sales results?

ROI Questions

Dynamics 365 for Sales

Office 365 Integration – Outlook, Excel, OneNote

Dynamics 365 Mobile

Dynamics 365 Social Insights - InsideView

Dynamics 365 Social Listening

Dynamics 365 Voice of the Customer

Dynamics 365 Portals

Dynamics 365 Gamification

LinkedIn Sales Navigator

Dynamics 365 – ISV Solutions on AppSource

Source: Forrester Research, Inc.

Business CRM Stakeholders - ROI

Plan

Deploy

Build

Planning and Design

“When Selling becomes a repeatable process, you take care of most of your

business problems.”

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