To Grow Sales, Manage Customer

RelationshipsCraig Klein, CEOSalesNexus.com

SalesNexus.com

• Founded in 2002

• CRM for SMBs

• Cloud based

Customer Relationship Management

Risks

• Sales person leaves to join the competition

• Customer complains and you can’t prove your

side of the story

• Loosing business because you’re too slow

Changing Tires on a Moving Truck!

• Stop what you’re

doing

• Set up new system

• Train the staff

• Learn to manage

Sales is Stressful!

• Prospecting

• Proposals

• Networking

• Closing

Sales has changed

• Can you be “Googled”?

• Does your site create

leads?

• Leads are pre-educated

Inc. Magazine

58% of purchases start with Internet search!

Human?

Technology will never

replace personal

relationships.

“When I need an expediter, I want

to get someone on the phone and

get action fast!”

De-Stress

• Reach more customers

• Reduce stress

•Deepen relationships

•…without busting the budget!

Expediter Sales Problems

• “I got a proposal from your sales guy last month, I need to

book this shipment today, can I get the same deal?”

• “I’ve got an email from your rep here that says “delivery

by 10am”!

• Information Scattered Everywhere

• Your Customer Doesn’t Have Time to Wait on Information

Opportunity

•Make sales intelligence

available in one place

•Make Lead & Customer Nurturing

an Automatic Part of the Sales

Process

The X Factor

• Prospects go through the funnel

• A few turn into Clients

•What about the rest?

The X Factor

• They’re thrown away!

• Close 20%

• Throw away 80%!

• Follow up “slips through

• the cracks.”

Loosing Shipments Today and Tomorrow

• Frequent shipper contacts an expediter about an

unexpected need.

• May not order due to the cost

• Will that cost seem high after they

live the consequences?

• Will that situation occur again?

• Will they remember you?

Sales CRM and Email Marketing

• Nurture leads and customers using Email

automatically

• Increase ROI on Lead Generation

“Cold” leads become hot again

• Increase Sales Close Rate

Communicate a Consistent Message to Prospects

• Increase Revenue per Customer

Ensure all Customers Know All You Can Do For Them

Increase Sales by 10%

• 100 leads each month, 20 orders

• 80 don’t close

• In 6 months, 480 “dead” leads

• 4 additional orders each month!

Do You Mean Spam?

• Lead nurturing emails are not spam, they’re

informative and helpful.

• Use emails to educate – what you do on the phone

and in person now.

• Speak to your neighbor or brother in law

• Give to Get

• Start Simply – just start!

How to Get Started

1. Start collecting customer information in a

central system – phones, emails, etc.

2. Start tracking the sales process – identify

3 or 4 “must do” steps

3. Measure and refine your process

4. Choose technology to fit your people and

your process

5. Start writing simple lead nurturing emails

Don’t Forget!

1. Don’t fall in love with the shiny things!

2. What will you automate - specifically?

a) Response to new inquiries

b) Staying in touch with current customers

c) Customer feedback after an order

3. What is the return you expect?

4. How will you measure it?

Choosing a Solution

• Cloud based vs. Internal software• Lean staff or ample IT staff?

• Implementation and Help Desk Services• Will you rely on the software vendor, a 3rd party

consultant or your internal IT staff?

• Identify solutions that fit your support needs and budget first

• What set up and training is included?• Bells and whistles don’t lead to success

While the truck is moving…

• Plan time to plan

• Play with the IT in the lab

• Tailor it to your business

• Test it in the real world

• Train the staff when its REALLY ready!

A Little Help

• CRM Solution Check List

• From e-Newsletters to Email Marketing

that Drives Sales – Webinar – August

9th

Thank You!

Your Questions and Comments