5 Steps for Achieving 360 Degree Customer View CRM Effectiveness Workshop. Paul Petersen

Transcription

1 5 Steps for Achieving 360 Degree Customer View CRM Effectiveness Workshop Paul Petersen

2 Featured Speaker Paul R. Petersen, JD, PCM Vice President & General Manager GoldMine

3 A Successful GoldMine CRM Strategy Reduces marketing costs & increases response rates. Responds to new leads fast. Keeps your team productive. Tracks your active deals. Increases marketing ROI with leads you already have in your database. Prevents loss of market share. Increases customer retention and profitability. You make better decisions.

4 GoldMine Premium Edition Delivers Your Corporate Memory of all customer & prospect information Interaction history management Workflow & the tools you need to increase efficiency Real Time Access Shared licensing for affordable company access Key integration points Real-time dashboard reporting Comes with SQL 2008 for Work Group -- Free Also includes Universal search for instant sales tools Preview Panes display details faster Outlook Client New! Premium Edition 9.2 Social media integration

5 1. Where are they? They should be in GoldMine. Get them in one central place to provide company access Eliminate the duplication of key info, e.g., address, that is in mail merge spreadsheets Track customer service inquiries Include customers for retention marketing

6 2. What do you know about them? Capture the bits and pieces that will help you Its called firm-o-graphics Examples: customer number, industry, products owned, sales summary Capture product interest and sales qualification information All Interactions: Corporate Memory pass along what you know References

7 3. Build Targeted Campaigns Develop targeted campaigns by product interest Communicate personalized messages with highly relevant messages increases response rates. Distribute leads quickly Queue Leads for the sales team Manage phone follow up

8 Marketing Automation should: Provide one central repository for managing suspects, prospects, and customers Capture firm-o-graphics to segment your database Provide integration with various lead sources Build campaigns to communicate tailored message for different segments Distribute leads to the right rep quickly Track customer issues to monitor customer satisfaction Retain customers with on-going marketing communications nurture future prospects Track results with real-time reports

9 4. Be Efficient Manage your activities using filters to stay in the groove target your efforts Customized documents speed response, save time, personalized for attention Automated Literature fulfillment saves cycle time. Shorten sales cycles with scheduled follow-ups Work with team members

10 The GoldMine Sales Toolkit Activity list to track new leads and scheduled follow-ups Filters to manage the territory s prospects, customers, activities Account Management tools Relationships Integration with other systems Tools for Efficiency Maps Document Center Literature fulfillment Opportunity tracking Track results with built-in real-time reports Forecasts, Quotas

11 5. Complete Customer Service Capture customer service cases from your web site, , or from the phone Manage inquiries by priority, company, issue or agent Includes searchable knowledgebase for your agents Customize labels and look-up lists to properly categorize each call for reporting and searching. Set due dates and priorities Assign and escalate cases to others for resolution Complete 360 view for sales and service Complete contact management for follow ups History of all completed activities

12 Achieve the elusive 360 View Share information across the company using affordable, shared licenses Develop rapport based on past interactions Keep promises made by scheduling next actions Involve the right person in your company with workflow Be aware of Organizational relationships Create more effective marketing by segmenting your database Track marketing results using sales forecast Manage the complete relationship from prospecting, sales, to support Track what s bothering your customers Communicate about matters that are relevant to them Keep in touch: calls, newsletters

13 New! In PE 9.2 Real time visibility to social feeds for your contacts Respond leverage their contacts be up to date Links to Google search for the latest company information Get maps to the contact s location 13

14 Today we ll show & discuss: Quick Review of Premium Edition navigation Central database features Marketing tools Sales management\ Productivity Customer r service New: Social Media integration See how social media feeds can be linked to your contacts See how contact information can be use to set up maps and search for company information

15 Bonus: Go Mobile on ipad & iphone Relationship Management Search, View & Edit Contacts & Companies Tap to get Google maps of contact address Activity Management View & Complete Activities See and create Sales Management Create, edit, and view sales forecasts Customer Service on the go Create, edit, view, resolve, and escalate cases

16 Next Steps New Volume Purchase discount on New & Upgrades through Sept 28 th Add Mobile for just $92 Visit for more product details and see the new Overview. You will receive the What s New in GoldMine White Paper and a link to the recording Submit a question to Paul.petersen@goldmine.com

17 GMPE 9.0: Management Dashboard Benefits Managers by giving them visibility into each aspect of CRM, such as sales & services, and provides access into how each user is managing their day to day CRM records Example Management Dashboards include: Forecast by Product Forecasts by Owner Cases by owner or Status Activity

18 GoldMine Outlook Client Linking of s Scheduling Appointments Tasks Completing scheduled items Composing a letter Viewing CRM data Creating a new Case Synching Contacts Configuring

19 GMPE 9.2 LinkedIn integration Shows your connections to a new contact and enables you to connect via LinkedIn You see very quickly who your shared connections are, so you can contact a friend for insight or assistance in establishing the relationship

20 GMPE 9.2 Twitter integration Tweets from contact View and reply to tweets Similar integration to Facebook

21 GMPE 9.2 Google news integration Google news search Keep up to date on company news affecting your contacts

22 GMPE 9.2 Google maps integration View map Get directions

23 Copyright 2012 FrontRange Solutions USA Inc. GoldMine is a registered trademark of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries. All Rights Reserved.