Presents. Lead Response Time. Impact & Improvement

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1 Presents Lead Response Time Impact & Improvement AA-ISP Webinar Series 2010

2 Leadership Summit 2010 Welcome! Host & Moderator Larry Reeves COO & EVP AA-ISP

3 Lead Response Time How important?

4 Lead Response Time How can you improve it?

5 Many touch points Both for the client to you You to the client Tools Measure and Monitor Customers It s a real time world

6 Today s Presenter

8 Discuss the nature of the MIT Study Share and drill into the results Review AA-ISP Response Analysis Real World Case Studies Getting your own Response Analysis Q & A Upcoming AA-ISP events Leadership Summit 2010

Real World Case Studies Getting your own Response

10 Top Lead Generation Issues Facing Inside Sales Professionals Call, Call Now and Keep Calling Prepared and presented by: Ken Krogue President and Co-Founder, InsideSales.com 2010, InsideSales.com, Inc.

11 Top 10 Lead Gen Methods Laura Ramos Forrester

12 Growth of Remote Selling Industry Traditional Outside Sales =.5% growth Inside Sales = 7.5% growth Source = 2009 infousa/mit Study

13 Convergence of Inside/Outside Sales Source = 2009 infousa/mit Study

14 Average Response Time The average company takes 41 to 56 hours to make their first phone response to a web inquiry

15 Negative Call Correlation Kellogg Study Every response attempt past 20 Hours Actually hurts your ability to make contact (Pest Factor)

16 Average Response Attempts The average company makes between Phone calls to respond before giving up

17 Average Non Responders 35% to 63% of companies did not respond at all

18 Sales to First Responder 78% of sales from the web go to the first company that responds to the inquiry. Source: Leads360

19 First Response Advantages Source: Leads360

20 Response Media Phone then Phone only then phone only

21 Time of Day

22 Day of Week

23 Immediate Response Qualified (Appts Set) odds increase 21x in 5 min over 30 min Contacted odds increase 100x in 5 min over 30 min

24 # of Calls to Set Appointments that Close Sales

25 Percent of Sales Closed -- Appt. is Set by Call Attempt #

26 # of Calls to Set Appointments that Close Sales 36.51% set on 1st call % set on the 1st or 2nd call. 90% set with less than 7 call attempts. 95% set with less than 12 call attempts. 97.5% set with less than 19 call attempts.

27 ResponseAnalysis TM Studies

28 AA-ISP ResponseAnalysis TM Results AA-ISP Study Participants % Responded Average Response Time (Phone) 308 Members 38.0% 71:15: Average Response Attempts

29 AA-ISP ResponseAnalysis TM Results (Continued) AA-ISP Study % Responded (Phone) % Responded ( ) Average Response Time ( ) 8.1% 35.1% 35:43: Average Response Attempts (Em)

30 AA-ISP Top 10 Respondents (by Phone and ) Ra nk Company Time 1 Compellent 0:00:55 2 M5 Networks 0:04:34 3 Metier, Ltd. 0:05:38 4 HubSpot 0:15:48 5 Help/Systems, Inc 0:35:11 6 Mulcahy Company, Inc. 0:54:46 7 Celgene 1:07:54 8 Kaspersky Labs 1:18:11 9 FPX 2:04:36 Birch 10 Communications 3:16:30 Company Time 1Moen 0:00:16 Jack Henry and 2Associates 0:00:18 3Glance Networks 0:00:26 4Time Warner Cable 0:00:28 5Aplicor, LLC 0:00:37 6Wyse Technology 0:00:38 7Vorsight 0:00:39 Clarix Technologies, 8Inc. 0:00:43 9AchieveGlobal 0:00:44 10Welch Allyn Inc. 0:00:46

31 How Did Your Company Do?

32 Case Studies: Pinnacle

33 Case Studies: Aflac

34 Case Studies: Internal Inside Sales Industry Average Lead Generation Dept. Avg 38* calls/day per rep 350 calls/day per rep 1.7 Attempts before giving up 12 Attempts before giving up 27% of leads contacted 92% of leads contacted *The BridgeGroup 2010

35 InsideSales.com Leader in Remote Sales Technology for Inside Sales departments Pioneer of Immediate Response and Lead Response Management Founded in 2004, Headquarters in Provo, Utah 55 Employees 41 st Fastest Growing Company in Utah (Utah Business Magazine Fast 50) Inc. 500/5000 #936 Fastest Growing Company in Utah #5 Most Popular App on the Salesforce.com AppExchange (out of 850 applications) TO GET YOUR OWN AA-ISP ResponseAnalysis results or call Ken Krogue at

36 Q&A Please submit questions via the question panel

37 For the front lines Only a few weeks before The nations leading Inside Sales Experts General Session Presentations Breakout Tracks for Leadership and Sales Panel Discussions Vendor Exhibit Networking Reception Special Guest Speaker One day Oct 7 th at the Westin in Waltham, MA 3

38 Leadership Summit 2010 Data speaks for itself Time is crucial Need to figure it out for our business It can make a difference

39 Special Thanks to

40 Thanks! Larry Reeves COO, AA-ISP Ken Krogue Co-Founder and President

41 Learn more at

response audit of american association of inside sales professionals (aa-isp) leadership summit

InsideSales.com Research and Analytics Division Research shows 55.3% of top companies don t respond to web leads June 2011 response audit of american association of inside sales professionals (aa-isp)