360 degree view of customer relationships for business growth
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Transcript of 360 degree view of customer relationships for business growth
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Welcome!
Be sure to join the audio portion of the meeting. See Audio in the GotoWebinar control panel.
Ask questions by typing questions in the Questions area of the GotoWebinar control panel.
360 degree View of the Customer Relationship for Business
Growth
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Your Hosts:
Craig Klein, CEO, SalesNexus.com
18 years as a sales executive. Hiring,
training sales people. Developing lead
generation and business development
campaigns.
Forest Cassidy, CEO, LeadFerret.com
Millions of B2B contacts with emails, FREE
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2013 Sales GrowthWebinar Series
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2013 Sales GrowthWebinar Series
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LeadFerret search
• Title• Revenue• Employee
s• SIC Code• Location
500 contacts with emails ea. month
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LeadFerret search
• Title• Revenue• Employee
s• SIC Code• Location
500 contacts with emails ea. month
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Magic 5 of Content Based Email Marketing that Drives Sales Leads
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Today we’ll discuss…
1. Core Elements of Customer Relationships
2. Key Goals in Business Growth
3. 360 degree Customer View?
4. Low Cost Ways to Achieve 360 View
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Customer Relationships
1. Difficult and Costly to Establish
2. Must Maximize Revenue per
Customer
3. Must Retain Customers
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Universal Objectives
• Win more customers
• Sell them more
• Keep them longer
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Human Relationships
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360 degree Customer View
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4% Increase in Sales
1% Reduction in Lost SalesCurrent Sales
25%
Lost Sales75%
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Win more customers
• Reach more prospects
• Identify likely buyers
• Beat the competition….
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How to beat the competition?
• Price & Quality
• Service & Responsiveness
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Win New Customers = Service &
Responsiveness
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Access to Sales Commitments• Proposals• Quotes• Designs• Specifications
• Prepared documents, emails• Notes on conversations
Poll # 2 – can you access sales people’s emails without their help?
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Access to emails
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Access to Proposals
“I received a proposal from Steve yesterday.I’d like to place the order but, had a question about the proposal…”
Where is Steve?
How long will she wait before she calls the competition?
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Maximize Revenue per Customer
Know the customer’s needs
By industry, role, income, etc.
Tailored offerings for specific sets of
needs
Cross Sell, Upsell
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Cross Sell, Upsell
• List of customers by product
purchased
• Filter list by documented needs
• Reach out affordably with specific
offers
Poll #3 – Is it easier to retrieve list of customers
by purchase or develop the specific offer?
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Poll # 1
What is most important in
building loyalty?
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Keep Customers Longer
Service & Support
Add Value
Build Trust
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What damages trust?
Say one thing and do another!
Marketing and sales say one thing
Customer experience doesn’t match
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Build Loyalty and Trust
• Live up to your commitments
• Who made what commitment?
Fast and accurate information
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Win New Customers = Service &
Responsiveness
Can’t act without information
Maximize Revenue per Customer = Cross Sell,
Upsell
Can’t target without information
Keep Customers Longer = Build Trust
Can’t be consistent without knowing
commitments
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360 degree View
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Low Cost Ideas!
• Auto copy all emails to a searchable
mailbox
• Store proposals/quotes in a Cloud drive
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Low Cost Ideas!
• Put commitments in writing and review
with new customers.
• Builds trust!
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CRM = $$$$ ?
• More customers, more revenue per
customer, longer relationships.
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Do I need accounts for my entire
team?!
Some users can share logons
• Accounting
• Production
• Administrative
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Do I need to develop custom solutions
and integrations?
1. Start simple and build
2. Leverage existing technologies
3. Weekly or Monthly updates from Accounting
are normally more than enough.
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Win more customers
Maximize revenue per customer
Keep customers longer
Poll # 4 – how long do you think it will take your
team to implement a 360 degree view of the
customer?
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In-depth SalesScripter Training Feb 20th
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• SalesScripter
www.salesscripter.com
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“The 4 Pillars of Effective Sales
Messaging”
February 20th at 4pm ET
Register here - SalesNexus.com/resources/webinars
Join us next Wednesday!
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