If you are still using excel or sticky notes to manage your sales leads then this talk is for you. John Paul will dive into explaining what a CRM (Customer Relationship Manager) is and how it can help streamline your sales process. JP will review a number of the popular web based CRM systems that are available and help identify which one works best for you.

2. Who
Am
I?
• Entrepreneur
• Co-­‐founder
of
MetaSpring.com
• Creator
of
KarmaCRM
• Code
Masher

3. What
is
CRM?
• Not
CMS
(Content
Management
System)
• CRM
stands
for
Customer
RelaConship
Management
• Typically
used
for
managing
sales
or
customer
service
• Big
dogs
include
Salesforce.com
SugarCRM,
ACT

4. How
Do
You
Get
Leads?
?

5. How
Do
You
Get
Leads?
• Referrals
• Through
your
website
• Networking
• Partnerships
• Word
of
Mouth
• AdverCsing
• …..Nepo'sm

6. What
do
you
do
with
these
leads?

7. What
do
you
do
with
these
leads?
• Nothing...its
all
in
my
head
and
that's
fine

8. What
do
you
do
with
these
leads?
• Nothing...its
all
in
my
head
and
that's
fine
• Add
them
to
a
spreadsheet

9. What
do
you
do
with
these
leads?
• Nothing...its
all
in
my
head
and
that's
fine
• Add
them
to
a
spreadsheet
• Add
yet
another
sCcky
note
to
your
monitor

10. Low
Tech
CRM

11. Side
effects
of
Low
Tech
CRM

12. What
do
you
do
with
these
leads?
• Nothing...its
all
in
my
head
and
that's
fine
• Add
them
to
a
spreadsheet
• Add
yet
another
sCcky
note
to
your
monitor
• Add
them
to
a
CRM
System!

13. What
do
you
do
with
these
leads?
• Nothing...its
all
in
my
head
and
that's
fine
• Add
them
to
a
spreadsheet
• Add
yet
another
sCcky
note
to
your
monitor
• Add
them
to
a
CRM
System!

14. Why
Should
You
Care?
• Customer
RetenCon
Retain
and
expand
your
business
and
relaConships
with
your
customers
through
up-­‐selling,
cross-­‐selling
and
servicing.
• Create
Customer
Evangelists
Make
your
customers
so
happy
with
your
service
that
they
evangelize
your
business
for
you.
• Customer
AcquisiCon
Efficiently
organize
and
qualify
your
prospects
so
you
are
only
dealing
with
the
leads
most
likely
to
bring
you
business
• Cost
ReducCon
By
streamlining
your
sales
and
customer
service
processes,
you
can
eliminate
waste
and
increase
efficiency.
You
can
do
more
in
less
Cme.

15. When
is
CRM
a
Good
Idea?
• If
you
want
to
organize
and
manage
your
sales
process
more
efficiently
• To
get
more
out
of
your
exisCng
leads
• CollaboraCon
with
team
members
• GeYng
more
reliable
projecCons
than
"I
swear
this
deal
is
hot"
• If
you
want
sales
to
sCll
funcCon
when
your
sales
superstar
is
sick,
or
quits

16. When
is
CRM
a
Bad
Idea?
• If
you
are
unwilling
to
commit
to
the
CRM.
CRM
works
best
the
more
you
use
it,
and
the
more
details
you
give
it.
• If
you
only
have
one
or
a
few
clients
and
don't
need
the
structure
a
CRM
provides
(Although
I
would
sCll
recommend
using
some
sort
of
system)
• If
you
are
afraid
of
computers

17. The
CRM
Industry
• More
companies
adopCng
web
based
CRM
soware
• Smart
phone
CRM
apps
will
help
sales
forces
become
more
flexible
and
more
mobile
• CRM
Growth
Report
by
AMR
research
h^p://www.desCnaConcrm.com/ArCcles/News/Daily-­‐News/
Growth-­‐Trend-­‐ConCnues-­‐for-­‐CRM-­‐49755.aspx
 $12
Billion
in
2006
 $14
Billion
in
2007
 EsCmated
$22
Billion
in
2012

19. Different
Types
of
CRM
Web
Based
Desktop
So/ware
Pros
Pros
• Accessible
from
anywhere
• Typically
pre^y
fast
• Easy
to
share
data
and
collaborate
with
co-­‐
workers
• All
your
data
is
stored
locally
You
usually
gain
access
to
free
updates
and
•
upgrades
as
they
are
available
• No
need
for
an
internet
connecCon
• Web-­‐based
soware
is
typically
more
agile
Cons
and
flexible
than
their
desktop
counterparts
• If
your
computer
crashes
your
data
is
lost
• Emphasis
on
usability
• Not
easy
to
collaborate
and
share
data
Cons
• Slow
to
upgrade
/
update
• Can
be
slower
than
a
desktop
based
applicaCon
• Not
available
without
internet
• If
the
company
folds
you
might
loose
all
your
data

20. Choosing
the
Right
CRM
• Salesforce.com
–
www.salesforce.com
Enterprise
• SugarCRM
–
www.sugarcrm.com
Mid-­‐size
companies
(Open
Source)
• KarmaCRM
–
www.karmacrm.com
Individuals
and
small
to
mid-­‐sized
companies

21. SalesForce
(Enterprise)
What
is
it
good
for?
• Enterprise
/
Corporate
customers
• Companies
requiring
a
LOT
of
customizaCon
and
flexibility
• People
that
need
to
rely
on
a
big
name
• Many
apps
based
on
the
SalesForce
plamorm
Why?
• Tons
of
flexibility
• Many
modules
and
add-­‐ons
• IntegraCon
with
a
lot
of
different
plamorms

22. Contact
View

23. Dashboard
View

24. CustomizaCon
View

25. SugarCRM
(Mid-­‐Sized)
What
is
it
good
for?
• Easier
to
use
than
Salesforce
• Free
to
setup
on
your
web
server
for
free
• Good
integraCon
between
Sales
/
MarkeCng
and
Customer
Support
through
user
specific
roles
• Open
Source
Why?
• Has
clearly
defined
roles
for
the
various
ways
you
use
CRM
• Since
it
is
open
source
it
is
being
acCvely
developed
by
the
community
• Simpler
Interface
than
Salesforce

26. Contact
View

27. Dashboard
View

28. Customer
Support
View

29. KarmaCRM
(Small
to
Medium)
What
is
it
good
for?
• Simple
IntuiCve
Interface
• CollaboraCon
with
Small
Teams
• CRM
for
Individuals
• Quick
User
AdopCon
Why?
• Users
only
presented
with
the
necessary
opCons
to
avoid
confusion
• Customer
Driven
Development
• Minimal
configuraCon
necessary
to
get
rolling

30. Contact
View

31. Dashboard
View

32. Calendar
View

33. ImplemenCng
CRM
• Before
selecCng
a
system,
actually
use
it
for
a
bit,
setup
some
customers
or
leads
and
get
a
feel
for
how
it
would
work
for
you.
• Define
who
will
be
using
the
CRM
– Salespeople
– Customer
Service
Reps
– MarkeCng
Department
– Help
Desk
Team
• Select
a
CRM
that
is
flexible
enough
to
conform
to
your
business
pracCces,
not
the
other
way
around
• Establish
company
wide
standards
for
your
CRM
to
ensure
everyone
uses
it
the
same
way

34.
QuesCons?
?

35. Free
Signup
• h^p://www.karmacrm.com/signup/new
• Use
the
invitaCon
code:
instantkarma
• We
love
your
feedback,
feel
free
to
email
me
at
jp@karmacrm.com
or
message
me
on
twi^er:
• @metajp
@karmacrm