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Designing a mobile communications strategy that improves sales effectiveness, what leading companies are achieving with mobile CRM and how mobility is more fundamental than ever for improving productivity and responding to customers.
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How Mobile Technology Drives Sales Productivity
How Mobile Technology Drives Sales Productivity
Barry Trailer | CSO InsightsTim Grimes | Research In MotionAngie Hirata | Maximizer Software
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
Mobile CRM: Is it happening?Data supports that it is making a differenceWill touch on some examplesSupporting and enabling processOK I get it, I should get on board, what should I do first?
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
15th Annual Sales Performance Optimizations
~1800 Companies Participated Worldwide
100+ Sales Effectiveness Metrics Tracked
Survey Closed 12/15/08
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
Sales Force DemographicsSell Cycle AnalysisSales Strategy Development AssessmentSales Cycle Execution AssessmentAccount Management AssessmentSales Management AssessmentSales Process AssessmentCore CRM UtilizationCRM 2.0 UtilizationInternet & SKM UtilizationSales & Marketing Alignment
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
a.
No, we do NOT have CRMb.
Yes, we have CRM withOUT Mobile accessc.
Yes, we have CRM WITH Mobile access
One rep in four has CRM w/ Mobile access.
Small & Very large have been quicker to adopt Mobile CRM; Mid-size has been slower to adopt.
Firms providing access to data via mobile CRM also report higher quota attainment.
Firms investing in Mobile CRM also report higher effectiveness introducing new products.
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
Trusted Partner
Strategic Contributor
Solutions Consultant
Preferred Supplier
Approved Vendor
Random Process
Tribal Wisdom Process
Formal Process
Dynamic Process
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
a.
Viewed as Trusted Partner.b.
Viewed as Strategic Contributor.c.
Viewed as Solutions Consultant.d.
Viewed as Preferred Supplier.e.
Viewed as Approved Vendor.f.
Do Not Know.
No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors© CSO Insights
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
I.
Ad Hoc.II.
Random.III.
Formal.IV.
Dynamic.V.
Do Not Know.
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
Trusted Partner
Q:96% vs 86%
qa: 69% vs 68%
Strategic Contributor
Solutions Consultant
Q:90% vs 90%
qa: 65% vs 60%
Preferred Supplier
Approved Vendor
Q:85% vs 80%
qa: 59% vs 47%
Random Process
Tribal Wisdom Process
Formal Process
Dynamic Process
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
Trusted Partner
Strategic Contributor
Solutions Consultant
Preferred Supplier
Approved Vendor
Random Process
Tribal Wisdom Process
Formal Process
Dynamic Process
Sleepless Nights
Challenging Months
Successful Years
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors©
CSO Insights
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
© CSO Insights No portion of these materials may be reproduced or distributed in any form without the prior written permission of the authors
4-generation sales forcesBetter form factorMore compelling applications◦
End of period deal approvals◦
Change in deal alerts◦
Mini-training courses◦
Web crawling major account news items
Research In MotionResearch In MotionMobility has Completed the Transition from
Tactical to Strategic
The Wireless LeaderThe Wireless Leader
• Strong Financials
• Leader in the wireless enterprise market• Approximately 25 million total subscriber base
• Global Presence• BlackBerry is available on over 475 carriers and channels
in over 160 countries around the world (Q4 FY09)
• Wireless across multiple network topologies• GSM™/GPRS, EDGE, UMTS, HSDPA • CDMA2000 1X and EVDO• Wi-Fi 802.11a/b/g
• Product portfolio focused solely on wireless
Product PortfolioProduct Portfolio Focused solely on WirelessFocused solely on Wireless
• Powerful wireless devices with the most advanced technology• Embedded wireless modem• Exceptional battery life • Optimized keyboard and thumb operated trackwheel, trackball,
or touch screen• Easy to read backlit screen• Intuitive menu-driven interface
• ‘Always On, Always Connected®’ technology• Push delivery – you don’t need to retrieve your email, your email
finds you• Designed to remain on and continuously connected to the
wireless network
BlackBerry Enterprise Server 5.0 Mission Critical Operations & Enterprise Peace of Mind1. MANAGEABILITY
- manage operating costs- oversee security- plan & manage mobility growth
2. HIGH AVAILABILITY- reliable access to important information - automatic addressing of uptime- IT Administration can focus on proactively supporting business
3. APPLICATION MANAGEMENT- improved application control- centralized deployment and management - increased speed of application delivery- minimum expense incurred
4. MONITORING- visibility into overall Solution health - optimization of BlackBerry Enterprise Server 5.0 value- proactively address uptime
Business Case for Mobile CRM
IncreaseRevenue
Improve Service
Reduce Cost
Top Line
BottomLine
Quality
Consumer Packaged Goods
Retail
Manufacturing
Transportation
Utilities
Construction
Pharmaceutical
Insurance
Financial Services
Public Sector
Public Safety
Healthcare
Insurance
Education
Saves me time
Keeps me organized It’s
easy
It just works
It’s proactive
It’s addictive
Mobile is changing the CRM Paradigm User-centric approach to CRM drives adoption
Improve Productivity, Increase Sales: Maximizer Mobile CRM
Improve Productivity, Increase Sales: Maximizer Mobile CRM
Confidential Information
In today’s economy…In today’s economy…
Every dollar, every customer countsEvery man-hour countsWith Mobile CRM, drive MORE business out of what you have:
1. Customers2. Sales Staff
Confidential Information
Revenue Per Employee: Companies Using CRM Outperform by 44%
Revenue Per Employee: Companies Using CRM Outperform by 44%
Source: AMI-Partners, 2007
Confidential Information
Increase Sales with Mobile CRMIncrease Sales with Mobile CRM
Reduce downtime = increase customer face time = increase sales
Greater productivity, less administrationMore appointments/dayIncreased sales
Stronger customer relationshipsGreater visibility into staff activities & performance
Confidential Information
Maximizer Mobile CRM Real-Life Results Maximizer Mobile CRM Real-Life Results
SigvarisMedical parts manufacturer with field sales
Improved productivity by 17% (1 more appt/day)Increased sales targets & achievementGreater ability to coach sales staff and improve performance
Confidential Information
Maximizer Mobile CRM Real-Life Results Maximizer Mobile CRM Real-Life Results
RTR Advisory GroupFinancial services firm with field agents
Field & office staff collaborationSeamless experience for clients, stronger client relationshipsCompliance
Confidential Information
Maximizer Mobile CRMMaximizer Mobile CRM
Accounts & Leads:•Notes
• Log Calls, Emails• Maps
• Document Library
•Sales Deals•Forecasts
•Offline & Online Options
• Integrated with BlackBerry
Mobile CRM in the Field…
•Strengthen customer
relationships
•Reduce sales downtime
•Increase customer
face time
•View History of
Customer Before
Meetings
• Profiles, Calls,
Shared with
Colleagues
• Update Post‐
Meeting Notes
• See Sales Deals•Update Sales
Forecast Status
(Stage, Amount,
Date)
Mobile CRM in the Field…
• Reduce office
administration
• Update forecasts
and leads on‐the‐fly
Mobile CRM for Managers…
• Real‐time visibility
into sales, service,
marketing
• Greater insight into
staff activities &
performance
Confidential Information
Maximizer SoftwareMaximizer Software
CRM pioneer (since 1987)Over 120,000 customersOver 1 million licenses sold400 business partnersGlobal CRM provider for Small and Medium Businesses (SMBs) & Divisions of Large Enterprises
Confidential Information
Industry Recognition & AwardsIndustry Recognition & Awards
Strong Performer:Mid-Market CRM, SFA,
Customer Service
Technology Innovators: Top 50
10 Must-Have Apps for your BlackBerry
- Feb. 2009
Confidential Information
Maximizer Software Customers Maximizer Software Customers
Financial Services
Manufacturing
Wholesale/ Distribution
Services
Others
Confidential Information
Thank you!Thank you!
Barry TrailerCSO Insights
Tim GrimesResearch in Motion
Angie HirataMaximizer Software Inc.
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