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hello everyone we want to welcome you to our webinar today here at inovia consulting we're excited to have steve waltz he's from our team here at inovia he's going to be presenting today on what comes first the sales process or the crm but before i pass it over to steve to get started i'd like to remind you that this session is being recorded it will be posted to our on-demand webinar library for you to review and you can share with anyone else after the event as well if you have any questions along the way we are going to have a question section so feel free to type those into the questions box on your screen we will make sure that steve steve gets those questions at that part of our presentation so i think that that covers everything and i'm going to pass it over to steve to get started thank you keith welcome everybody appreciate appreciate you taking time out of your busy day today's session is called what comes first the sales process or crm and as keith said my name is steve waltz and i'm with the customer engagement team here at notably consulting and a little bit about myself and my background and why i'm doing this webinar today so i've been in a great field of sales for over 30 years been in the automobile industry uh pharmaceutical in the erp world here at inovia for almost six years now and uh you know one of the things i'm most proud of i got to carry the bag for many years being a salesperson and worked in many different roles i worked in account management uh senior management uh worked with marketing marketing panels new product launches cross-functional teams and i've also worked with four different crm platforms and you know a lot of the the discussions i have with uh with folks are about you know let's let's take a look at the crm that we have but also let's talk about the sales process and and it's one of the few uh pieces of software that's bought prior um before doing a lot of discovery work and and the failure rate for crm is pretty high so let's kind of get into what we're going to talk about here so what are our objectives for the call so it really comes down it's all about your sales process you know a lot of a lot of sales people especially are early on their career they really just kind of wing it and you know just try to have a good story and then you really learn through trial and error that there's actually processes you can put in place to improve your to your selling success so it's we're going to spend some time talking about developing the sales process so how do you develop a sales process you know it's sometimes it's it depends on what you sell if you're selling large complex deals it's going to be a little bit harder to develop one versus selling more of a a shorter type of process maybe it's just a couple of contacts but we really need to to dig deep and understand how to do that and we'll talk about that and really to have a culture of selling and a lot of organizations out there especially when they implement a crm system they kind of lose track of why they're implementing it it's it's it's not uncommon for an owner or for members of the c-suite to see that beautiful funnel and say well i want that but what happens is when you see that funnel and and you just you want for reporting for forecasting you know you kind of lose the mindset of what it truly is for it's truly to help the sales people bring in deals and advanced deals and close deals and you know it's one of the things too that if if you never had it before and now you now things are being put into your crm there's more visibility of the activity of sales people so it can be very difficult sometimes for organizations not you know they need to have processes in place but at the end of the day it's about selling product improving a customer experience and having that culture mindset what we got to do together as a team to sell is going to help you profoundly and lastly you know how to use utilize the crm to fill up your pipeline and close deals and it kind of what it was alluding to is that you know when you have that mindset of really how you can use it as a tool to assist you into that culture of selling of how to bring deals and move them it all that other stuff becomes secondary the reporting right the forecasting so you know the goal is to really have that mindset of how we can help sales people do their jobs better all right so let's answer that question right so what comes first sales process sales process sales process so there's the answer to the question i appreciate you taking time for the webinar i'm just kidding you know the why i put it on there three times is that you can have multiple sales processes you know it depends on really what you sell and and when you set up sales cycles and crm that's going to actually be important because you might have multiple sales cycles and we're going to talk about that so why why does it come first you know it's kind of like building your house right would you build a house and then after you're kind of halfway through construction say oh you know what this isn't going the way we we we plan maybe we should actually make some you know some some blueprints for it absolutely not you're going to invest in in the discovery and build a blueprint right and kind of say okay this is what we see this is you know why we're doing it and then you know when you build that blueprint and and see how your sales process is you know are working then you can turn around and build them because we want to have the mindset of building these processes to advance the deal and i've used a slide coming up a few times in other presentations but it's so important this this is this is the mindset of a selling organization of a player of a top salesperson right when we are building our sales process in crm we need to have this mindset of how are we going to create deals okay are we doing outbound calls okay or do we have a plan in place do we have sales plans okay how are we going to advance the deal each step you know as we build out our sales cycle we need to know the next step to advance it to get it to what to the close right to the ask are we going to win it or lose it so you can kind of see here depending on when you have your pipeline meetings and i stole this slide from mike weinberg from sales truth but it says every week and month we need to ask ourselves on these pipeline meetings what opportunity what new opportunities did we do for activity do we create our proactive sales effort okay and so as we're building out our processes we want to kind of keep that in mind to create advance and close these deals so let's talk about setting the tone as a salesperson and i truly believe that the ceo is a salesperson is the ceo of their territory okay and being the ceo of your territory is you know it comes with ownership and how do you set the tone i mean it's monday right hit the ground running and you know what i'll actually like when i when i coach and talk with sales people the mindset is okay sunday night you should be thinking about your what you're going to be doing monday morning is monday the time to take a look at your opportunities in the morning or is it sunday night all right what are we doing how's my calendar look for the week okay what open opportunities do i have what stages are they in the pipeline you know because it's it's it's really up to the sales person to to do that because sales is leadership and leadership is sales okay you don't need to be the ceo or the c suite to be a leader a leader means you have followers and in sales we need to help lead people because a lot of times when we're building out these processes you know as as a salesperson or a sales manager a member of the team when we are talking with clients or potential clients but they might not know what to do next all right we do this all the time this might be new for them so it's really up to us to help lead them to help them understand their issues and so forth so when we're looking at our process we need to keep that in mind and lastly you know to be a person of excellence the top 10 percenters the top sales person sales people you know i think sales people get a bad rap because most sales people i know are height integrity uh just great people but a few bad sales people have kind of you know dampened that a little bit so you know to to be a top salesperson you need to be a person of excellence one of the things that i like to have when i do my discussions with uh with with other companies and leadership teams is is talk about when as we set up these cycles in our process is you know why the deal stall in the pipeline and the research has shown that 80 of deals stall because there's no planned next step right you set up a meeting at the end the meeting you don't know where you want to take it well if we're going to have successful sales process and sales cycles we need to know what we want to talk to them about and where we want to take them okay and that's something we need to build into our processes because hope is not a strategy and i would say probably uh you know i would say it's probably the 80 20 rule in reverse how many people have a sales process it's not a lot in in they try to but you know it's really how do you how do you determine what that's going to be okay and by having a good sales process it's going to help you do a better job of discovery because if you skip steps a poor job of discovery leads to issues later in the process so if you're doing a good job of discovery with folks you know this the ask that becomes secondary and one of the things that happens is why a lot of deals stall in the pipeline it's just the most feared word to a salesperson and that is the word no two letters right and if if i'm not reaching out to them then maybe there's hope maybe they're still thinking about doing a business with me versus tracking with somebody you know we want to be able to have our next step in and know if they're tracking okay i want to i want to know if it's no or if it's yes you know and you talk about micro commitments to get there because if you want somebody to track and move the next step and you ask for that next commitment if they say no well then maybe we need to go back to discovery or understand why okay but if they say yes they're telling you they're involved into the process with you so let's talk about your process so when you're building out your process there's a couple questions one is question i ask is where does it start and where does it end now and the follow-up question is where do you want it to start and where would you like it to end okay because is there data to support each each each stage okay what are your a players doing if if if your a players are like okay this is what i engage when i talk with them and this is where i want to take them okay because you know what's what's unique in a lot of these when i talk with companies is in the first stage just you know this the the meeting type to getting to know somebody is if you're doing outbound calling okay you know the mindset is are you trying to get somebody on a call and just do a dump on them to start telling how wonderful your company is or is that stage to where you want to set up another appointment okay because you're interrupting that person's day okay or if you have a current client you know that that stage is going to be a little bit different okay your players like okay hey you know i want to review some things we talked about a while back i got some ideas for you so we need to really take a look at how we're doing with our different type of sales scenarios so what i'm going to do here is kind of go over a a typical set up a process of a sales cycle okay so what i have here is stage one right it's the greeting you know it's so quick and yet so important and a lot of people blow through it okay and we need to find what the purpose of the greeting is that's kind of what i talked about so if the purpose of the greeting is to get an appointment to have a further discovery type meeting great if you think you only have one shot of talking to this person and you're trying to you know do a presentation or something there well you know it normally doesn't go well early into the process but we need to kind of really understand where we want to take them okay that and it's so important to set the ground rules of the engagement because within the first five seconds you're kind of setting the tone of how you want to do business or how you want to engage with somebody so let's say we set up an appointment and we want to kind of do what the next stage what i have here is what is stage two well you can name it whatever you want i have it right here is the discovery face okay you met with somebody or you maybe you met somebody at a trade show and said hey you know what we should talk or you've been talking with somebody a while back and say okay i like to get more of a conversation and this can this this can last it can vary it really depends if you're talking about large complex enterprise type deals or shorter type cycle deals but it's a long lost art because if the the beauty of discovery okay asking not only good questions but trying to ask the right questions is is not just asking questions for the sake of it it's really okay you know what are you looking to do what are you trying to accomplish you know what are you doing now what are your pain points and really digging in deep about you know where they're at and where they want to go and it might take a second discovery meeting because if discovery is done correctly the clothes become secondary and and when i did sales trading years ago if you skip steps of a cycle okay and then it came down to negotiating you really didn't have that you know because you're like oh remember we talked about this is where you felt you were losing a lot of value and what we talked about is going to actually the roi is three times that if you don't have those discussions it's hard to overcome those and provide value to the customer so let's say we have our just our discovery call then we kind of get into i like to call this you know maybe the next stage and and what i'm kind of talking here this is more of a large complex type of deal and we'll kind of take a look at some other ones but for for now like we're at the next step so we had our conversation to see uh to understand what their needs are and based on their discovery we want to find out if our product or service is truly a fit for the client okay and really throughout this whole process it is up to the sales person to set the tone of engagement it is completely your responsibility because as i said before the person that you're talking with the pop that either your current client or potential client they might not know what the steps should be they're looking to you as an expert okay so we want to really you know have this locked down because let's say based on our conversation that we had you know it sounds like that we can help you here's some ideas okay i think if we you know if we kind of work together on these and then as you're going through that maybe you need uh some other additional information so what is it going to be what's needed to move this forward okay if you at that point you feel everything's good and and you don't need any additional steps then then great but a lot of times you might say okay you know what that's great that you said that but i want to see it i want a more formal presentation i want to demo you know i want to get more people on my literature leadership team maybe we get some people on our leadership team and have that deeper dive conversation but but we we're moving this down the pipeline so we kind of get to the next stage which could be what i have here a couple things the demo presentation or the proposal because if they didn't require the demo or presentation then you'd probably be stepping into a proposal but if in that fit conversation you realize that you know what we need to have more of a deep dive discussion and present to them and have a demo well then you know we need to do that and so and we only do that based on our discovery and fit conversations right are they now sold on the product or service because if we do the demo or do the presentation and we track together and we're and we're asking good questions and everybody agrees that this is a good step and then that's the time when i firmly believe is when you really get into the budget discussions okay and i'm a big proponent of once sold then discuss the budget uh the price and terms because you know early on the process it always comes up what's this going to cost me what's this going to cost me and i understand if the budget is 50 000 and your solution's 500 000 while there's not going to be a fit but what happens is if we get so fixed on a number you know maybe through that that process of of of engagement right of of of the having the discovery conversations fit conversations you uncover knees like oh i didn't know what to do that that could save me a lot more money well then they don't mind investing more money but a lot of times at that point you know if once they're sold that's when you really got to get into the through the budget price and terms so then we get to the the final stage here i like to call either the proposal or the ass stage so some some people say you know steve i believe in you know the clothes and it can be the ask and it's whatever you feel comfortable with okay but i can tell you this at the end of the day nothing happens until you ask for something okay you don't ask you don't get okay so if the client is sold on the product or service if you've both felt there's a good fit and your product or service can truly help them achieve their goals okay you provided no value unless they said yes okay it's time for the ask and you know one of the things i get asked a lot is that okay if if you make a proposal what do you do you know you can email a proposal over and then maybe they get back with you or what i like depending on what type of proposal it is is is set up for a appointment to kind of discuss that and you set that next step up right now let's talk about that next thursday or friday and and then you set the appointment and you kind of review the proposal together because a lot of times there might be some maybe misunderstanding they thought one thing you thought the other and then when you revise that and then really it's a it's now up to them we're going to win the deal or lose the deal so that right there can be a typical a sales process or sales cycle so whatever what i want to show you here this is this is a dashboard of business central and what i'm going to do here is kind of go through some of the software with you okay as you can see here i have my uh my business central uh open and this is a relationship managers uh dashboard and the neat thing about this you can kind of see here is that i have a lot of list of things that i think is important i you know i can see how many contacts i have how many opportunities i got 51 open and this is red and this is not good i got a bunch overdue but as a sales manager maybe i have to have a conversation with my team but i can kind of see here too when i when i get down i want to see my funnel and here's the top end of the funnel right these are the ones kind of going in getting down to one or closed i can see my opportunities here in a nice chart and i can even you can see here i have my top five opportunities my power bi is updating you as you can see you can have power bi reports even brought here but one thing i want to talk to you about is is opportunities that funnel is based on your opportunities so if you take a look at this you can kind of see the this is the date that was created the description of the opportunity this is the sales person code and this is the status okay and this is the current sales cycle that it's under and that's kind of what we're talking about so what i'm going to do here is i'm going to go to search and i'm going to search sale cycles so when it pulls it up it's going to list the current ones i have you can see here we have quite a few of them so if i click on this one right here i create a new opportunities cycle so i'm going to do is click on the stages and it's going to show you the stages i have set up currently for this one okay and this one has six steps and you can put the description in here and we'll kind of walk through when i'll do a couple steps you can kind of see here this is all editable okay so initial discussion is five percent complete of the cycle and this can be changed it's really what you want to make it and so i have it here that this is chance of success okay just because one thing that really comes up quite a bit is that just because you completed the cycle doesn't really mean what the percentage of the wins going to be it could depend on your cycle and each one can be different because at the end of the day it is a zero sun game they're either going to buy from you or they're not right so you can kind of see here as we went from the initial discussion to the discovery call we made it 30 and the chances of success have kind of gone up but you can kind of see right here how it kind of plateaued like it's 60 and so based on our data once we give a proposal we usually close 60 of the deals okay so if i go back here and i can click on new now i can create my a new sales cycle so i'm going to put on here we'll just do a demo and what's the description of it we'll just put demo again okay probability so this is what you can do you can have percentage of complete or probability so what i'm going to do is put chances of success and i'm gonna hit my stages and then right here it pulls up your stages so i can put stage one right here put the description on whatever you want to put we completely put initial call and so what percentage in our cycle is that so let's say for this one it will make it ten percent all right how many deals do we close at hello all right we could leave that at zero but sometimes people have to put in so we're going to put in five so this is kind of neat an activity code this is something you can create also you can kind of see here we have all the way to sign qualify whatever and i'm going to have initial which is the initial task and then if you see here you can you can require steps okay so what i'm gonna do is i'm gonna go back here to it and go back to this one that we had hit on the stages and you can see here that there's a quote required one or allowed to skip a step and you can edit these two but you can see right here we can you know maybe you don't need a follow-up presentation or the demo you can skip that but if you're going to set a proposal a quote is required so basically i think as you can see this is how we would just build the sales cycle i'll get my powerpoint back on there maybe there we go so what i want to do is open it up for any questions so if you do have questions here's my contact information also if you're a current adobe client you can always reach out to your account manager and to be more than happy to reach out to me to answer any questions and keith i'll turn the rest over to you all right so one of our attendees says no question but i immediately thought of four key members who should see this um so you will be getting a recording uh just to let you know that um and we'll be sending that to you as soon as we've as soon as we've done all our editing processing we'll be sending a note over to all the attendees with that link so you'll be all set there but i think that that is it so thank you very much steve for presenting today and whether you're joining us live or on demand we thank you for joining us as well we do have a few more webinars coming up actually very soon that you won't want to miss tomorrow february 24th our partner continue will be joining us to present accelerate your finance processes with accounts payable automation that's at 10 am central tomorrow 11 a.m eastern so you can find the registration link at inovia.com uh then later that day at uh 1 pm central 2 p.m eastern gino pack also from our novia consulting team will be sharing his presentation migrating bc nav on-premises to an azure environment best practices so this is perfect for anyone who's thinking about a move to the cloud but they aren't quite sure where to start that process so he'll kind of go through all that and give you some some best practices and advice and of course at any time you can check out our website for more of our upcoming events we do have a lot that come through so there's all sorts of different topics that might interest you so check those out at novia.com events we do want to mention too that dynamics con is coming up very soon that's a free registration for this virtual event it's going to take place march 16th through 18th it'll be full of high quality community selected training for business central and the power platform mary malone from innova consulting will be presenting enhancing erp success a strategic approach to training and engagement on march 16th at 3 pm eastern so you'll want to be sure to check that out but be sure to register today at dynamicscon.com join this fantastic session and stop by anovia's virtual booth to say hello we do have a scavenger hunt planned as well so you'll want to check that out we also want to mention that the innovia conversation podcast has been going on steve is actually one of our hosts he and jeff bring all the latest information about the bc nav world and tips and tricks from experts they do about two episodes a month and we list all the different podcast platforms that you can find them on the podcast page at inovia.compodcast sure to subscribe today as we have an episode coming out this afternoon that you won't want to miss so thanks again to everyone for joining us and we look forward to seeing you on our next zenobia webinar have a great day