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hello and welcome to today's webinar CRM 101 for manufacturers my name is Andy cluck and I'll be your host today I'm on the marketing team here alleged partners I'm really excited to be a part of today's session we have a lot to cover including the new serum for manufacturing on salesforce platform so before i introduce today's presenters i just have a couple housekeeping items to cover quickly first today's webinar is being recorded and will be available on demand after the live session all registered attendees will receive an email this afternoon with an access link to that to ensure the best audio quality for all our attendees we have everyone on listen-only mode if you have a question please submit those in the question pane of your GoToWebinar control panel we will address as many questions as we can at the end if time does not permit we will follow up offline that's our promise to you ok I'm sure I've eaten up more time than our presenters wanted a wanted me to today I'm pleased to introduce today's speakers we have both chillin the pre got our sales manager and Kevin Brown who is the CRM for manufacturing specialist here gelinda we'll get things started for us so without further ado jus Linda thanks for joining us to talk cram101 for manufacturing great thanks Andy welcome everyone let's view partners has been working with manufacturers across the United States for more than eight years implementing Microsoft Dynamics CRM and salesforce com during that time we've had frequent requests for capabilities that are not part of the core out-of-the-box CRM solutions while large manufacturers may have the budget to customize a CRM system to meet their exact requirements small and medium manufacturers may / may prefer a total solution with a fixed cost today we'll be covering the following topics and also taking a look at what these solutions look like when you registered for this session you were asked what CRM system you're using today many of you attending today are not using a CRM solution at all or using something you're not really all that thrilled about our agenda is a logical process of understanding what CRM is how you go about select a solution and then how do you go about successfully implementing a CRM solution then we'll take a look at Dynamics CRM for manufacturing and sales force for manufacturing to show some cool things we've done with our manufacturing solution so we don't have a lot of time and we have a lot of information to cover so let's get going what is crm at a very basic level it is relationship management think about all the external relationships you have customers prospects vendors suppliers competitors just to name a few CRM enables you to track relationships that multiple people within your company communicate with today that probably means everyone having these people in their own outlook contacts with no sharing of information CRM is software that software can be available in the cloud or it can be purchased to run on your own internal hardware today the goal of CRM systems is really to help align sales marketing and customer service to create a more meaningful and profitable relationship with your customers while also driving more business from new customers consistent and targeted marketing drives value in the sales process and having a 360 degree view of a customer enables sales to be more strategic in their discussions why might I need CRM we've called out a few specific items here today many sales teams still have little access to information to guide their sales process CRM will put data at their fingertips anytime anywhere making them more efficient accounting systems or ERP systems back-office financial systems actually have lots of useful information for sales people by sharing some of this information with the sales team to give them a look at past buying history for example they are better prepared to upsell or cross-sell and have much more meaningful discussions that transparency not only helps sales but also sales management to set and measure goals based on historical information it also provides marketing with data helpful in developing targeted marketing messages consistency helps your current sales team follow defined processes and also makes it much easier for training new members of a sales team and those new sales reps will appreciate having the account history available to them for any new accounts turned over to them sales managers and exec to monitor trends and track pipeline to make better business decisions something to think about during today's presentation or what are your success factors and reasons for CRM here are some of the common challenges we've heard from other manufacturers as you listen and view today's presentation start thinking about what your own specific reasons or objectives are for a CRM system so you've decided you want CRM now what what are your choices some industries don't have industry specific CRM solutions and in those cases of vanilla system can provide a lot of robust features it also gives you exactly what you want however this can be costly to take these vanilla systems and make it more configurable and suited for your specific industry requirements another option is to get an industry ready solution these are already customized CRM solutions to meet the needs of an industry that's what ledgeview has done we took Dynamics CRM and Salesforce and built a solution within these products that contains many of the common features are manufacturing customers have wanted in a CRM solution once you have the financial commitment some of the other things to consider are what people within the company will be will need and the resources you're going to need to be a part of this entire CRM solution using an industry solution can require less time commitment by your team in the CRM project it also is better for overall budget planning because you have a very defined commitment on what the financial investment is going to be lastly it's important to have a partner that understands your specific industry needs and has a proven commitment to your industry that partner experience will help guide you through a successful project in addition to standard out-of-the-box erm capabilities there are many additional features available in our industry solution in many cases these additional features are intended to provide more information to the sales team to improve their selling abilities we also know that manufacturing sales processes involve many parties within your organization and that coordinating all the activities and tasks within a single system can offer significant productivity gains features such as brand analysis and order history analysis help a sales rep when meeting with a customer sample and trial tracking as part of the sales process helped coordinate RND and engineering tasks to ensure the opportunities keep moving forward mobile access and territory management are helpful tools to help sales in their planning and real-time access to information anytime anywhere we'll take a look at some of these in our presentation today we're going to begin in Dynamics CRM showing the following scenarios and then take a look at Salesforce to show how each of these products work we'll start with a 360 degree view of an account this might be the type of information the sales rep needs to review prior to meeting with a customer or prospect the opportunity sales process shows how we've brought samples and trials into the process to pull various departments together then we'll finish up with a review of some analysis tools to visualize various sales metrics after Kevin walks us through Dynamics CRM we'll then take a quick look at some of these same features in Salesforce so with that I'd like to turn this over to Kevin and he's going to start stepping us through dynamic CRM Thank You Joanna and thank you for everyone in attendance today and our webinar it is greatly appreciated from sales perspective and and dynamics crm we're going to look at a better food company and there's a lot of information that's going to be available here and I want to just do a brief overview of an account record so if I'm going to visit a better food company today I want to take a look at them basic information as it relates to my account record here we have the basic account information you know the company name the account type there are customer of ours so we've got their account number we know that they are in a subsidiary of an apparent calc the kroger company what's nice with dynamic CRM is we have this hierarchy that is developed when we set up those parent accounts and we can see what that branching looks like from the corporate office to the affiliate locations in even subsidiary locations underneath particular subsidiaries so it's a nice way to visually take a look at what that hierarchy maybe to go back to a better food company we could simply click on this little icon here to go back to that record but I did leave it open here so very nice weight is take a look at that parent-child relationship we have our contact information address information and we have our activity summary so here we have for this account really how many open opportunities we have what that estimated revenue is cases or trouble tickets that may have been open even last activity date and their last invoice date but because this is an affiliate or subsidiary location we also have that overall account hierarchy available to us now I mentioned I'm going to have to go visit a better food company and I know this because under my sales calls we have an account review and upsell opportunity activity scheduled for today with a better food corporation so now I'm going through my review and I want to make certain that I have a valuable conversation with our client before going out there so this gives me the opportunity to have that we know Susan Burke is my primary contact here at a better food company who I will be meeting with now well this is great information through our navigation pane we can get some additional information that's very valuable as well and in our demo environment we have our brand sold and other products that are used and simply by clicking on this link it automatically jumps us to our brand sold and what's beautiful with this is I can take a look at this view by the soul to Bill to or ship to I can also include the roll-up of any child invoices for this record but as you can see here we've sold this lv brand back in january and as we scroll down we have some other brands that they've recently purchased from us as well now this gives me the ability to understand what they've been doing with us but as you can see there are also other brands that they are not buying from us that i may want to recommend on my visit today in addition to that we can see other products that are used and we have crown royal listed over here and what they're buying how much they're buying and who they are buying it from where this is really powerful is from my perspective it's always easier to sell to an existing customer then they go find a new customer and I may have a brand that's comparable to crown well that I can sell to our customer the next piece I'd like to show is our invoice history dashboard jus Linda mentioned earlier about servicing data for sales folks that is in our back office our ERP our accounting system with dynamic CRM in the manufacturing product you have a back-office agnostic integration the capability with our product to surface that data within CRM and one that integration is completed now our sales staff has a full accounting of what is happening in this case their invoice history and really I'm showing in volume but revenue and gross profit would be the same and here we have the invoice is history by rolling 12-month and we can see what that volume has been as well as year today current versus prior year volume now that's great but if we scroll down here a little bit now we can take a look at the invoice history by brand in what they've been doing and again we have our brands on here along the bottom but then we've got the volume current versus prior and year-to-date current versus prior so very powerful information from a sales perspective so I can see exactly what they've been buying from us what brands we can recommend what they have been buying and what our competitor offerings have been as well now from there what I'd like to do is move into an opportunity because what we want to talk to Susan about is potential new products going into our customers now here we have a need some better pricing and pay for less expensive product so it's just my opportunity my sales deal and i can see i want to have this close here in about a week week and a half and what our estimated revenue is on this particular opportunity now what's really nice with our product is we have this business process flow and this comes out of the box with crm so it lets me know that I'm in the third stage so hopefully one more stage and I get this is closed one deal but it lets me know I have a couple steps I need to complete before moving from saje 3 into stage 4 as we scroll down here we've got some basic opportunity information we have our activity feed letting me know what activities are due and what has been completed some account details as we scroll down here we have our potential items that were selling on this opportunity some craft beer and whatnot as we scroll down we have our sample request and trial request and this is really important in some with some manufacturers we have to provide our prospector our customer with a sample of that particular item or even potentially of us a little money and run a trial and in doing that I do want to take a moment to step away from the opportunity and talk about the samples and trials there is an entity for samples that are related to either a lead or an opportunity and link on our opportunity record we have that business process flow so we're very early on preparing that sample request and then we'll move into an approval process and a final obtain of obtainment of that approval and we're just basically capturing basic information as to our soul to ship to shipping information and address as we scroll down here we can see the type of samples that we're going to be sending out to them and what's really nice with this if there's any accompanying literature that would need to go with any of these particular samples this case AO ingredient sheets that would go with this particular sample packed so all of our informations there really all we need to do is request that approval and finally get that approval before we send that sample out so very much the same are our trials however trial is where we're probably investing some money maybe a new line something of that nature and again we have that business process flow like we have on that opportunity sample request we've got the opportunity information and who is going to when they are requesting that to be shipped out as well as our try a trial information regarding the product and packaging so it's a very nice way to be able to manage not only samples but trials as they relate back to that particular opportunity so we can see what we are doing to move this opportunity from stage to stage two stage no it's beautiful and I mentioned this just a moment ago is our activity feed here you know when it comes to activity is really any of our engagements whether it's a phone call sales call an appointment or even emails we are able to keep track of all that communication as it relates to our customers in this case i just sent off an email to yvonne indicating you know hopefully hopefully everything as well do you have any feedback for me on those samples i sent off to you so it gives me that full communication history as well to stay appropriately engaged and have a full accounting of what's going on with our particular customers now what I'd like to do because I'm working so hard on prepping for this meeting I want to kind of take a look at where am I pacing toward goal how am i doing those sorts of things so we've developed some great dashboards within the dynamics crm and here's a salesperson sales goals and how we're pacing toward our goals each of these little dots here represent a quarterly goal when we hover over the bar itself gives me what my actual goal is versus what my quarterly goal is and that's my sales rep so as a sales manager you and stack rank as you see here each of your sales reps now while that's great to see how your sales reps are doing stack ranked against one another with one click I can drill into kevins information and see specifically where he is selling into in this case we've got direct sales distributor sales and then inside sales and Kevin's been doing a great job in direct sales as well as distributor sales and like earlier we have our actual versus our quarterly goals listed there but so very nice information to be displayed here and really all of this information comes to life with that back office integration surfacing that data within CRM for you to have that graphical view of what is happening and your sales person has access to this information as well if we want to go back to look at another salesperson it's as simple as clicking the back button and now we can take a look at each of our other sales reps very powerful information the next tennis court I'd like to look at as a salesperson is really how am i doing from an opportunity standpoint now this is an opportunity view by revenue but again you can view this in volume or units whatever the case may be for your particular organization and here we have a dashboard component looking at opportunities by Department for revenue so how we're doing in contract sales direct sales so on and so forth in each of these departments are customized to meet your specific business need so this isn't what's available out of the box that's going to be customized for you we have a stack ranking of our agents everyone loves sales pipelines here's our sales pipeline and gives a full drill down capability like I was showing on the scorecard as well so you could drill into this pipeline to take a look at how we're doing by stage and then finally these last three components here top open opportunities are when opportunities over the last 12 months based on actual revenue and this is broken down by department and then over the rolling 12 months and broken down month over month so again several different ways that the data within CRM that's being captured can be displayed this is with that in CRM the previous dashboard was that integration with your back office solution now finally I want to show our territory management solution the territory management solution was developed because we heard feedback from customers of our Road wires are outside sales staff that go visit one customer or one prospect or maybe visit a lead and that's a one visit for the day and how can we make better time or better use of our time throughout the day well with our territory management solution it is as simple as selecting what you want to search for in this case I'm going to visit a better food company and I'm going to visit them this afternoon but who could I have visited on that trip there maybe while I'm driving there or maybe on the drive back after the our appointment with a better food corporation I want to take a look at all my accounts and liens and because this is demo data i did a 500-mile radius and there's a better food company here they're listed on my map and right here is their contact information but what's really nice is now i have a representation of who else i could have visited our green pens are our customers read our prospects blue our leads so it gives me the ability to work smarter versus harder so if i'm driving to a better food corporation maybe i want to stop here at call whole wine and then go over to a better food corporation this gives me the ability to know who I can visit and make the most out of my travel time so with that what I would like to do is say thank you very much I'm going to change presentation over to Jolanda who is going to review Salesforce with you so again thank you very much anja Linda turn things over to you all right very good thanks Kevin and Kevin can I confirm that you are seeing my screen I am thank you okay great so our scenario and Salesforce is going to be similar to what you just saw so you have some comparison I'm going to give you a look at some of the core differences between CRM and Salesforce you're going to see that just in the overall look and feel of these products I probably won't go into as much detail as Kevin did because you've seen some of the capabilities already but there'll be a few things that I want to highlight so we're going to be using twin liquors as our primary account and we're going to do that same kind of scenario the sales rep they want to get a good overview of what's going on prior to their quarterly sales call so we're going to highlight a few things in our 360 degree view of our customer here we can see that we have all that high-level information similar to what Kevin had pointed out earlier we're tracking the account number that's our link to our back-end financial system we also have the summary of activities that shows how the related hierarchy if you've got that parent-child relationship how all of that information rolls up into this view and to see a hierarchy a little different again with Salesforce you we have a lot of similar similar capabilities but different looks at the same information so this gives us an idea of where twin like twin liquors falls in the hierarchy of the overall structure okay so and again that's set up by this parent-child relationship that that we have here on the account where I'm going to spend some time and this is a little bit different than what you saw with dynamics is in this navigation area what I really love about sales force is that by simply hovering over specific areas you're presented with a current list of information and it actually gives you enough information that oftentimes you don't even need to go into the record itself so in this case i can see that i have a sales call that's going to be taking place later today i need to determine why we've lost the market share on some brands that gained in others so get that quick view it's reminding me what it is that I want to be doing what the purpose of that call is kind of walk across some of the other areas here so we all know that contact management is one of the biggest challenges not only can i view what's in here but I can in any of these little drop downs also create new records directly from this so as I'm finding out are there other people I should be talking to that maybe have responsibility for other brands or products I want to make sure that I quickly get those contacts entered in here I want to take a look at that sales history right what is it that they've bought from us so in these initial views i usually get no more than about five records but if i wanted to take a look at the entire list it's just a click away and so from here I can see that invoice history what have they ordered what's the quantities and from this I can start getting some idea of what the overall trends have been and it'll give me again a better idea of how I want to be positioning my conversation with them so we're going to take a little closer look at the opportunities here i can see that i have for current opportunities i'm working on with them but the one I really want to spend some time talking with them about is this area of interest in new wines that they have with us once i'm in the opportunity i can get a better overview of where this opportunity is in the sales process I can see that right now i have three specific products i'm positioning with twin liquors I can also see that we're preparing to send out a sample request later this week so again just by kind of moving around in this navigation I can see what it is I have a ship date scheduled of februari 12 and I also see that I do have a trial request that is in here for crown royal all right so i know that you know oftentimes demo data doesn't make a lot of sense but what we're trying to do is just give you a good idea of what is possible and how that information is actually visualized here for again the ease of use of that sales rep looking at my activities on this opportunity I can see what has already been completed the open activities is in a separate view this will also show me and actually from this history I can even schedule a log a call here or send an email so again you've got the email integration to be able to show you not only your tasks but the email communications that you have going on with your contacts as well the last thing I wanted to take a look at is the sales stage so in Dynamics CRM we have that sales process within Salesforce especially in this version the Lightning version has a little different experience but in their classic version we have this stage history that is presented to people and in that sales history you're able to see really a good overview of everything that has happened in this opportunity this is really a great feature it shows you not only when did you step to the next stages but all the changes that took place within each stage really very very valuable to not only the sales person but anyone else that is looking at this information as well so now that I've prepared for my sales call I'm going to move on with my day and review my overall pipeline dashboards are a great way to do that one of the dashboards that Kevin had talked about in dynamic CRM was at revenue overview so this is a similar view of that same information from within Salesforce and again that funnel kind of information that we looked at we can drill into any of these charts that are presented and be presented with the details around the specific areas that make up the data behind the charts that are being displayed so these dashboards can be very useful in this case probably a sales manager or someone that would be looking at this or maybe a vp of sales or an executive but these dashboards can be done very specific to an individual person as well so that salesperson when they open this up would be presented with just the things that they own that are relevant to them and then lastly I wanted to show you what that territory management looks like within Salesforce this is very very similar to what you saw with in Dynamics CRM I'm going to take a look at any accounts i can find that are within oh let's just say a 50-mile radius of twin liquors because again i want to be planning out my trip just going to zoom into this a little bit more so i can see that lectus corporation is extremely close to twin liquors so I'm going to want to at least make a phone call and see if I can go ahead and get an appointment scheduled around the same time I'm meeting with twin liquors so I know that that was a very quick overview of Salesforce but again you know the capabilities that we've built into Dynamics CRM are very similar to the capabilities we've built into Salesforce the look and feel are just very different because the products themselves are different in the overall user experience alright so let's wrap this up with what comes next in your CRM journey so once you've now picked your CRM how do you make it a success what are some of the common things we see that every successful CRM project first of all there needs to be an executive that fully supports CRM and believes in the benefits to the company after go live you're just beginning your CRM path having a project champion who will own CRM is extremely important new sales people need to be a trained existing sales reps will need ongoing training and support the CRM project continues to evolve and it's important that this champion stays current on the new features and benefits the company can gain from the new features that come out with releases of the the product solution this is going to require change within your organization new processes can take time and require encouragement and reinforcement on a continuous basis as you're going through that change if your goal is to have one version of the truth then it will be very important to have your systems integrated sharing historical sales data with the sales team to have at their fingertips anytime anywhere can be a huge productivity game here are a few other important points to consider for successful CRM experienced user adaption is by far would we have found to be the hardest ongoing component to attain and it becomes really this ongoing challenge you need to be aware of sales people need to be held accountable and measured based on the information and CRM that's really the only way they're going to be consistent but the system's also need to be easy for the salespeople to use and not burdensome for a data ant from a data entry perspective change is about to happen which can be very difficult for people and so we just need to continue to recognize that and the ongoing training is very important as well as having a way of determining who needs more training you'll have some people that will completely embrace erm and others that will challenge at every step of the way you want to pick your battles and decide what's most important for you to have in your CRM system a little bit about ledgeview CRM is pretty much all we do our team of consultants are full-time employees with years of CRM experience we bring that expertise into every project to help advise our customers on best practices for a successful project we pride ourselves on our 98% customer retention because so many of our customers are manufacturers we bring additional value in the understanding your challenges and also relating the things that we've learned from our other customers to help give you some perspective in addition to serum for manufacturing we also do vanilla dynamics or salesforce projects that can be uniquely configured for each customer if this solution doesn't fit your specific needs for more information please visit our website there is so much information out there we have a broad video library we have numerous customers success stories in general it should give you a very good access to information about all things related to dynamic CRM and Salesforce so as we wrap up our presentation please feel free to contact kevin or myself with any questions Kevin will be a great resource for you if you're interested in a closer look at either Dynamics CRM or sales force that concludes our presentation I'd like to thank all of you for your time today and have a good day