SoMo CRM Introduction

Social Mobile

Customer Rela.onship Management

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2 Marketing Automation

System Overview

Sales force Automation

4 Supply Chain Management

5 Customer Fulfillment and Support

6 Social Collaboration Wall

7 SMS / eMail Integration

8 Responsive Web Design

9 Some thoughts on Digital Marketing

www.ictvglobal.com/iCollege

C O N S U M E R P U R C H A S E F U N N E L


T H E D E M A N D F U N N E L

Inquiry

Marke:ng Qualified Lead (MQL)

Sales Accepted Lead (SAL)

Sales Qualified Lead (SAL)

Closed/Won

Source: ©2012, Marketo, Inc. -‐ h?p://www.marketo.com www.ictvglobal.com/iCollege

Marke:ng Campaign Responses

Sales Qualifica.on Closure

Opera:ons Supply Chain

Customer Support

o  Streamline your business opera.ons through system integra.on and automa.on. Make your presence known to the world while capturing analy.cs to aid your marke.ng and sales group in planning their campaigns and strategy.

B U S I N E S S A P P L I C A T I O N

SCRM Leads +

Behavioral Data

Telema:cs

Website

SMS Social Media

Phone Calls

Front-‐End Personal Interac:on


SOMO CRM stands for Social Mobile Customer Rela:onship Management. It leverages in todays ho?est trend in technology to iden.fy, interact and support new and exis.ng customers. Combined with the basic features of a standard CRM system, SOMO CRM enables organiza.on to streamline their processes from lead genera.on to fulfilment. o  Marke.ng Automa.on o  Sales Force Automa.on o  Supply Chain Management o  Customer Fulfillment and Support o  Social Collabora.on Wall o  SMS / eMail Integra.on

S Y S T E M O V E R V I E W


Dedicated Server for SOMO CRM

Connected to Client Firewall for Security

SMS inquiry

generates a lead

Client Inquiry Generates a lead

Users at client site can access SCRM wall and

Standard Features

Client Premises

E-‐Mail and SMS Blast can be configured via

scheduled job or Web Service Call

Email inquiry generates a

lead

S Y S T E M A R C H I T E C T U R E


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System Overview

Salesforce Automation






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SOMO CRM provides E-‐mail Marke.ng, Online Lead Forms, Product Management specifically useful for your organiza.on's marke.ng team. It also have other marke.ng-‐related modules that will synchronize your marke.ng teams campaign plan and results. o  Campaign Management o  Lead Management o  Products Management o  Ac.vity Management o  Calendaring o  Contact Management o  E-‐mail Marke.ng

M A R K E T I N G A U TO M AT I O N


Plan your campaign through SOMO CRM’s campaign management. Keep track of your budget and monitor the effec.veness by measuring the captured and closed leads against your target.

C A M PA I G N M A N A G E M E N T


Leads can s.ll be created through the tradi.onal lead management in addi.on to the automated link from your Website and SMS gateway. Either way, leads captured can be accessed through SOMO CRM’s Lead Management module.

L E A D M A N A G E M E N T


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Sales Force Automa.on is used to support the sales process of an organiza.on. It provides various tools to manage various stages of a sales ac.vity. Various reports and analy.cs can be retrieved to streamline an organiza.ons sales process. o  Lead Management o  Opportunity Management o  Account Management o  Contact Management o  Ac.vity Management o  Reports and Dashboards o  Product Customiza.on

S A L E S F O R C E A U TO M AT I O N


Poten.als are managed through Poten.al Management module. Key informa.on such as Lead/Campaign Source, Amount, Expected Close Date, Sales Stage, etc. are recorded to properly monitor and determine the appropriate ac.on needed to close the deal.

P OT E N T I A L M A N A G E M E N T


Poten.al can be created either through direct data entry or by conver.ng an exis.ng Lead to a Poten.al.

C O N V E R S I O N O F L E A D T O P O T E N T I A L


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SOMO CRM extends beyond tradi.onal CRM to provide a complete sales cycle management by integra.ng Inventory Management func.ons, such as Products, Price Books, Vendors, Sales Quotes, Purchase Orders, Sales Orders, and Invoices with CRM modules, such as Leads, Accounts & Contacts, and Opportuni.es. Through SCRM you can achieve the seamless integra.on between pre-‐sales and post-‐sales ac.vi.es in a single applica.on. o  Products Management o  Sales Quote o  Order Management o  Invoices

S U P P LY C H A I N M A N A G E M E N T


SOMO CRM includes modules related to supply chain management such as Sales Order, Inventory, Invoice, etc. Though not as mature as those available in SAP or Oracle Financials, it’s supply chain management can support simple processes or at least makes integra.on to other Systems easier.

S U P P L Y C H A I N M A N A G E M E N T ( I N V O I C E )


Dedicated Server for SOMO CRM

Connected to Client Firewall for Security

Field Agents Access

Telema:cs in real :me via secured VPN

Connec:on and collect

payments based on job orders

Internal users and clients access SOMO CRM via

Internet connec:on

Client Premises

Dedicated Server for Telema:cs

Secured Access Via VPN Connec:on Sales Opportuni:es

and Invoices are processed between SOMO CRM and Telema:cs in Real

Time

Invoices are printed via Telema:cs using a portable printer device through

C O L L E C T I O N A N D I N V O I C E V I A T E L E M A T I C S

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SCRM provides enterprise quality Customer Support & Service features specifically useful for your organiza.on's customer support force. You can also use other customer support-‐related modules, such as Products, Ac.vity Management, Calendar, Contact Management and the rest of the modules to ease collabora.on amongst departments. o  Service Contracts o  Ticket Management o  Frequently Asked Ques.ons

C U S T O M E R F U L F I L L M E N T & S U P P O R T


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Social Wall is a FaceBook like interface to ease up collabora.on. It is integrated with the core CRM features such as leads, accounts, poten.als, invoices and the likes. A wall entry will be created for various CRM entries. From such entry, other users of SOMO CRM can comment for a threaded discussion. o  Main CRM Integra.on o  E-‐Mail Alert o  Document Wall (op.onal feature – integra.on with DMS) o  Opera.ons Wall (op.onal feature – customized per organiza.on)

S O C I A L WA L L C O L L A B O R AT I O N


Social Wall provides an interac.ve wall for users to exchange their ideas. It can also be used to raise a request and/or collaborate on the plan and strategy across personnel who have access to the Social Wall.

S O C I A L WA L L


Document Wall is an op.onal feature within SOMO CRM that is integrated to an Electronic Document Management Systems. It provides a venue for sharing documents to other users who have access to a common wall.

D O C U M E N T WA L L


This is an op.onal wall to streamline an organiza.ons process by incorpora.ng some workflow in the crea.on and processing of transac.ons.

O P E R AT I O N S WA L L


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SOMO CRM have SMS and E-‐Mail engine that is integrated with the tradi.onal CRM features to provide an automated link with your organiza.on and your customers. o  Leads via E-‐Mail and/or SMS o  Customer Service via E-‐Mail and/or SMS o  Marke.ng via Web Site, SMS or E-‐Mail Blast

(customized per organiza.on)

S M S / E - M A I L I N T E G R AT I O N


Automa.cally creates lead from an SMS received from a poten.al client. An entry will also be created in the wall and an email alert will be sent to the group assigned to manage the wall.

L E A D V I A S M S I N T E G R AT I O N


Automa.cally creates lead from a company website that is integrated to SOMO CRM. An entry will also be created in the wall and an email alert will be sent to the group assigned to manage the wall.

L E A D V I A W E B I N T E G R A T I O N


Email response can also be configured within SOMO CRM to acknowledge receipt of a client inquiry.

L E A D V I A S M S I N T E G R A T I O N


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Our SOMO CRM was developed to be responsive to whatever device you have (desktop/laptop, iPhone/Android or Tablet).

R E S P O N S I V E W E B D E S I G N

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Inquiry genera.on Response handling Lead qualifica.on Lead nurturing Hand off to sales Sales closure Tracking

Con.nuous improvement

The company with the best process wins.

L E A D G E N E R A T I O N I S A P R O C E S S


o  Of 100 inquiries... 20% will qualify (that’s 20 qualified leads)

o  Of 20 qualified... 50% can be contacted (that’s 10 contacted)

o  Of 10 contacted...20% will convert (that’s 2)

o  So we may just end up with 2 closed sales.

I T ’ S A N U M B E R S G A M E


L E A D C O N V E R S I O N R A T E S


1 I N 6 3 I N Q U I R E R S C O N V E R T S T O A S A L E


TOP TECHNIQUES TODAY o  Solicit leads at your website o  Ask your customers for referrals o  Search engine marke.ng

o  SEO o  SEM

o  Outbound telemarke.ng o  Direct mail, including dimensional mail o  Trade shows, if the audience is highly qualified

U S E T H E M O S T P R O D U C T I V E I N Q U I R Y G E N E R A T I O N M E D I A


Mo.vate visitors to leave behind their contact informa.on.

T U R N Y O U R W E B S I T E I N T O A L E A D G E N E R A T I O N M A C H I N E



About 90% of businesses report they are using social media today.

S O C I A L M E D I A I S R A M P I N G U P I N B -T O - B


Objec:ve Medium Applica:on

INQUIRY GENERATION

Add an offer. Drive to landing page. Collect data.

LEAD QUALIFICATION

Supplement outbound communica.ons with research on networks.

LEAD NURTURING Keep in touch with unqualified prospects via every possible medium.

H O W T O A P P LY S O C I A L M E D I A T O L E A D G E N E R A T I O N O B J E C T I V E S


o  Visually connect the landing page to the ad. o  Landing pages specific to the outbound message improve response by 48% (according to Marketo)

o  Deliver on the ad’s promise. o  Ask for only the data you need. o  Pre-‐populate forms where possible. o  Test!

L A N D I N G P A G E B E S T P R A C T I C E S


B O T H O N L I N E & O F F L I N E S O U R C E S A R E I M P O R T A N T T O B U Y E R S


o  Companies have the chance to meet their prospects earlier in the process than ever. o  Set yourself up to respond to buying signals in real .me. o  Marke.ng must keep the rela.onship moving forward

o  for a longer period o  synchronizing their communica.ons throughout the buying process o  with mul.ple par.es who have different agendas o  through a wide variety of media

W H A T D O E S T H I S M E A N F O R M A R K E T E R S ?


Tradi:onal approach The new B-‐to-‐B direct marke:ng o  Generate a lead o  Qualify o  Hand off to sales o  Cross-‐sell/up-‐sell

o  Communica.ons across along sales cycle o  Mul.ple touches,

media, offers o  Messaging relevant to

mul.ple par.es o  Marke.ng responsiveness

to buying signals in real .me

H O W B - T O - B D I R E C T M A R K E T I N G I S E V O L V I N G


A library that can serve different needs

o  Case studies o  White papers o  Archived webinars o  Podcasts o  Videos o  Research reports o  Blog entries, Tweets o  Infographics o  Press releases o  Ar.cles o  Data sheets o  Customer stories o  eBooks o  Execu.ve interviews o  Presenta.ons

C H E C K L I S T O F C O N T E N T A S S E T S


M A S T E R Y O F M A R K E T I N G A U T O M A T I O N

Business Process Review

Configura.on &

Deployment

Campaign Execu.on & Adop.on

Lead Management Programs

Close-‐Loop Repor.ng

PHASE 1 PHASE 2 PHASE 3

A phased approach for achieving extraordinary results for leveraging Marke.ng Automa.on and CRM, and aligning marke.ng and sales.


F U N N E L T A X O N O M Y A N D D E F I N I T I O N S

Funnel Stage Primary Owner Defini:on

Inquiry Marke.ng An ini.al response to a marke.ng campaign who does not yet meet minimum qualifica.on/behavior

criteria.

Marke:ng Qualified lead (MQL)

Marke.ng An inquiry qualified by Marke.ng who meets the minimum fit criteria and has displayed enough interest

to be handed off to sales.

Sales Accepted Lead (SAL)

Sales A MQL that has been ve?ed and accepted by sales for further qualifica.on in order to reach

pipeline-‐readiness.

Sales Qualified Lead (SQL)

Sales A SAL that has progressed to an opportunity, usually by qualifying

the needed BANT criteria.

Close Won Sales An opportunity that has resulted in a closed won deal.

