Streamline the sales life cycle in crm in United Kingdom

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there we go so just to tell you about to draw myself I believe you blind about four years it seems like a lifetime I know um when you come here in the first six months five five two three but this past four years seems like it's been four days uh myself I'm born and bred in Toronto Ontario Canada I'm not sure if some people yeah all right all right same table all right it's good stuff um a couple things about Chicago um there's a couple things I'm proud of the scene Tower was the world's largest building from 2000 sorry 1976 to 2007 and I guess who surpassed it obviously here um the second thing we have the channel big police the challenging police are the North America's most sought after franchise in sports it's nice talking team it's the Manchester United of the ice hockey World so I'm tired of them two things I'm not proud of number one Justin Bieber is from my area back home I'm not sure of the world and the gentleman named mayor Rob Ford I'm not sure if you know who that guy is Google and that's just a bunch of laughs uh I haven't worked in 3 500 companies across North America and now here in Dubai um down Blackberry Salesforce but what I've learned about organizational behavior and process are a few different things that I want to share with you today because there's reasons why you want to move to something like a CRM because it helps streamline your business close sales quicker and obviously generate more Revenue it's only agenda today we're going to look at a few different things uh number one I just want to touch on I know we all know what CRM is but I need to refresh you a little bit because some of you learning Math's first part one of this uh this presentation number two um is right now the right time to invest or to to bring on something like a CRM do you need it right now is it something your business is looking for I'm going to then show you how you have strategy for your organization a lot of people understand what CRM is but if they don't understand how to build a strategy for it through business objectives it really doesn't make sense a lot to pay for some of this technology there's a lot of great Brands out there I mentioned one where I work for but there's there's many out there that could assist you some very expensive some not so expensive but it's an investment of your time so the investment doesn't mean money means of your time and then finally we're going to do a VPN business process mapping with Athletics we're going to walk through basically what he does with a sale and how that affects is closed and we're going to talk a little bit more about percentages and how those work so I encourage you to take notes someone very intelligent always said if you're not taking notes from someone that is a knowledge expert then you're wasting your own time right I know we're not wasting our Channel so I have a quick story before we move any further I was sitting with my Deputy CEO Dr Hassan dalwood we were talking about organizational behavior we were talking about business process I was brought into an organization a media organization to assist them with their organizational behavior in their process so I want to tell you a story my first year when I was an intern in the UK um we were making the rounds and there was you know 15 16 of us running around screwing around and watching what doctors were doing and learning and we went into a an or there was an older older surgeon working and he already been in the surgery for three or four hours you can see he was stressed he was trying to work through what was going on but then everyone tunnel around him so you know he kind of felt like he was stressed that's what it seemed like from what's at Deputy CEO said and he actually turns to a deputy CEO and said just out of nowhere what's the greatest challenge in life just turn it down and there's 15 16 of them he's like um I'm not sure he knew he felt embarrassed he didn't know what to say and then he just turned back he kept working on the patient so later on my wco tracked this doctor now he was in the The Physician changing room or changing area he says Doctor tell me what's what's the biggest challenge you want to tell me I mean I felt sad I couldn't answer the question and he said change is the biggest challenge in life and what we're going to talk about today is accepting change in language transform your business three steps on here and I could ask a question after but this is a customer review satisfaction review from last year I'm not going to name the brand but these are some statistics from what they saw in their own CR implementations so 32 percent improved win rate that's talking about per per sales up excuse me opportunity a 40 increase sales productivity which is an amazing stat and the 32 overall increase in Revenue can I see a show of hands who would not be happy let's see stats in their own organization these are all great stats and I think this just shows what Sierra can do for you it's not it's not about um how quickly it can be implemented but it's about the transformation I'm gonna Breeze through the next few slides CRM itself is is considered a much word but it's just basically how we relate to our business and how we relate to customers inside of our business we have to look at potential leads why they're important qualified opportunities how we look at those opportunities inside the business also when we're talking about sales projects are important because I know not all of us are selling products in most services so there are projects for all other services to roll out and finally in common intelligence what we put all the great information about our clients our accounts and how we manage that information eight reasons that it's time for you to start looking at what you're doing for inside your business now if you have no single points of of source of information that means if your notebooks are here if you have some things on excels spreadsheets which I'm sure some of us do you have you know invoicing in different places with the CRM you can push all that into one area so we can have a company name all the account information all the documentation and everything that goes along with that aside two there's little no visibility to accounts so that means you don't know what's happening with an account are they a key account do you continually sell into them are they an account where you can make more um I'll say earn more Revenue I'll make more money because we don't make money off our clients we we assist them with what they're trying to achieve reports are they tedious when you hear the word report you cringe is it something you don't feel like you need to do and or when you're doing it it's it's a thing and that's because you don't have any that information already incredibly available are you are you losing value in your data now when I say that a lot of us talk about data to be something that's of importance if data isn't important to your business and you don't understand data inside your industry then you're losing them with so many different opportunities on market trends on how that data can be in in a form of assistance to you and selling and marketing as well is it hard to stay in touch with your business do you know what's going on in your business for me personally I go on my phone I click an application I open it up and all of a sudden I can see my entire business on there and see dashboards I can see what's closed what's not I can see Revenue I can see quarter to date here today that's important to me the last few um every customer entry in the same kind of touches Supply on key accounts does your business like a plan to scale fast if you have a plan you can scale fast if you have something like a CRM to assist you with your client management you can scale fast and lastly it's funny forecasting a report you were talking about that in my business the other day um somebody actually asked do we even have forecasts and Reporting let's Telltale size that you need to figure out so what we're looking at how to build your organization there's five basic steps to building a roadmap plan I believe the first is to find your vision so when we're talking about why it's important to have CRM you have to understand your business and your business objectives first so what we want understand that we have to Define revision division the business when we start to understand the vision in the business we can then proclaim a strategy if we have a strategy in place that gives us an idea of where we're trying to go from the strategy obviously comes objectives objectives are one of the biggest I believe one of the biggest pieces of CRM in business because if you don't have objectives in line with your strategy and vision your business really doesn't have Direction and obviously metrics and initiatives those two follow that an initiative could be building a roadmap to Define your crn so a month if you don't mind coming out to this seat right here confront I'm going to walk you through you can have a seat [Music] I'm going to walk you through what a basic business process happens would be yeah I'll draw a big enough so everyone can see but basically what we're looking at mapping our CRM we have to think about how leads come in right now I work for a media agency we bring links to companies that's what we do through all different types of media but what happens when they get inside the CRM what happens when we bring leads in this is a basic setup of how any company would be but if we're talking about car leasing it's a little different so let's talk about it first I'll lead to command so what types of leads do you have coming into the business right now yes right now it's through cold calls through lists good cold calls this what else is a bit of PR okay great what else there is doing media buying or apparently there's there is some there is some online media going okay so a lot of words yeah okay so social media that's fine and then uh customer referrals okay good obviously now the reason why it's very important number one to understand and this this goes for your entire organization to understand where your leads come in at the end of every quarter and yearly you can start to Source how your leads get driven through the business and then when I can say we earned you know three million Revenue last year let's say 20 of the paper cold calls ten percent came from less PR was you know 30 online didn't do so well maybe it was only five percent social media buying is really going up because everyone knows you can drive PR through social media and then client referrals was maybe another 20 percent you can now look at your marketing budget and you can then say well is my portfolio push too much to cold calls can I diversify it or if we want to stay with cold calls we want to push more money into them we can access Revenue to a lead source and your marketing team can be more intelligent just by using a Sierra so we talked about different ways leads come in take me through a typical process in terms of a lead coming in so let's just say you know you need walk-ins obviously too right yes all right let's just say I'm walking because we can put there but that's okay what would happen What do I do tell me the stages until we go from the walk-in to me buying the car okay ideally there is a sales guy okay that identifies the client the prospects needs Okay so analysis needs analysis yeah yeah then he generates a proposal okay good then it follows up he or she follows up then there's a close then there's a close yeah that's quick that's awesome I want to do I want to be in your business and then there's there's delivery yeah now obviously this can take depending on the size of the deal whether it's a temper whether it's a small client it can you can scale this up or scale this down so you work in fleets like corporate people like running Vehicles okay so this is this is for vehicle an amazing quote ack Solutions um but this is for obviously for vehicle um purchasing what I want to do here is look at how this process works into opportunity stages and what I'm going to do is I'm going to lists as a lead company in a walk-in obviously that would be just a quick lead here it's a type of lead this would be ten percent because of these coming in 10 because what we're doing with the lead itself is we're giving it a value is 10 being it's 10 percent probability to close well yeah that's the reason why we're working it down to percentages so if we understand um the delivery to be because the close would be probably like a an Loa or something a side document right deliverable new payment so if we work kind of from both sides in that's the best way to look at how we understand our opportunity stages so if payment is 100 percent and we can understand that we don't have to break down the opportunity stages now I'm going to walk through this exercise very quickly and then I'm going to show you for other businesses what service industry or products would look like so it needs analysis we probably put X if there's only six six steps we're coming from 25 percent if we're getting some toward some sort of pricing or information back to the client to say this is our offering we're looking at usually 50 percent follow-up or another way we follow could probably stay here another way we could say is 75 percent maybe it's even 90 percent then it closes 100 . now this is important because if we start to look at did anyone want to stick picture if we're looking at the way business works if if we say you know let's just put some percentages here now this is typical for businesses because there could be I've worked with companies that have 20 steps networking companies that's the compliments that have maybe five or six steps this has to relate to something that's more important than just opportunity stages this has to relate to the big F and I know that could be something to other people but to me that means forecast it's how you look at your business so if we just say 10 is a lead coming in 20 could be you know a meeting as we just talked about 40 could be um I always put that on our peer tender before the proposal because it is less than 50 percent you will earn that fifty percent of your proposal 75 I always say is that the point in the sales cycle where you're not sure what's going on you're reviewing you're negotiating there's a lot of back and forth in all of these stages with any type of mapping system that can assist you with your clients relationship management there's a bunch of different tasks inside of here that you can talk about that we map in that are all activity driven that are pushed in the system so at any point in time if I am the managing director and or I'm an almonds position at ack Solutions you know we want to find out what's going on with ABC companies buying 100 you know Toyota vehicles I can click on the account and I can see exactly where they are in the sales cycle or the opportunity stage cycle and that can directly relate to my forecast so on the bottom here vanilla wins a letter of agreements letter agreements and this would be a commit ment so what I want to show you is opportunity stages as we see up here are very important if we're working through leads we're qualifying qualifies a big a big piece in the pie that we kind of failed to do sometimes we're just going to leave and go out and see them if you can understand if it's a good leader or a badly or you have a criteria of what's good for your business what's good for your service that's very important I know no one wants to turn down business but if it's a waste of time and money for you to go and see a client don't go see them there's nothing wrong with saying I'm sorry but you know I can refer to you to another company I know as a small business owner and it's difficult to do I've even always taken in business but I've learned that if I qualify correctly and you create criteria then you can spoil it correctly you can go and use those things so you have to understand the niche to the client that you want to work in that demographic for proposal stage and negotiation review that is you know that could be different for every organization but that's something you can Define in the CRM you can have quoting templates proposal templates there's a lot that you can do in CRM now or you can do it from your phone you've given up to this CRM sorry you don't take proposals from your phone which is amazing interesting from a client they need a 10 break jump in take 10 off a certain product or service boom it's easy sign to it create a PDF send so much time info you can do that now it's amazing when we're working through the the bottom stages of you know how we commit this is important because the fine business if I'm sitting in my position and housing business development director I'm looking at all sales I'm looking at the organizational behavior looking at process we'll look at numbers so when we talk about forecasts the worst things when you have a salesperson to go to a meeting and drive into the pipeline a million during a deal or a five 15 even a 50p you'll say oh yeah we have a new deal for 50k it's going to close how do you know it's going to close you want the one weird there's no one there's no way you can tell me it's going to close so what we're trying to do with the CRM also is have a more intelligent forecast we have a more intelligent forecast there's things like leads and meetings and maybe even qualifications with the qualification is 15. you want to Omit omit those from your forecast take them right up it should not be there because I don't want to know unless you've given an offer letter to someone or a pricing to someone that's part of the pipeline I know everyone gets excited in their sales team comes running in with a new opportunity well it doesn't mean anything until you get something in front of them and that's where the pipeline begins so if we can say RFP The Proposal is where you start your pipeline this can give you a more intelligent forecast on how you develop your business now when we move from pipeline people think pipeline is you know everything to close it's not pipeline is just business that's gone out there hasn't been any more talk there isn't any more negotiation review so there's in something I know there's three CRM that I'm using now but there's different stages inside forecasting so there is pipeline negotiation review stage would actually be best case so if you can think about that you know you have a bunch of a bunch of Revenue in the pipeliners best case so best case would be negotiation and review only because you're past the point where you've had the offer letter out to them and now they're at the point where this could get good this could close it's coming closer you can get excited now this is what you can talk about in your meetings because you're you're through a forecast where you're omitting things that aren't you know the probability is very low and as you get closer to this stage where you want to be you can start to forecast this into your operating costs your overhead you're going to start to understand that if you have something like I know it's a little messy right now but a letter of agreement or something signed you would consider that as a committee because you can't relate get away from committing to product or service so if I were to say if I'm to say you know looking here for what's going on with my business I can see what's in the pipeline what's the best case scenario that might close but I can see what's committed so if I know what's committed then I can say okay well I can go and hire more people I can invest in the second scale the business up I can you know jump to a new region but the business is scale because I have a framework inside what I'm doing in my organization and that's what CRM is all about