CRM Intelligence Brian Bachofner,

Results of Research The biggest challenges sales people have is… – Getting in the door – Building support within the organization – Closing the deal Biggest emotional driver in sales is Winning Customer see us in the Vendor category Differentiators are Insight and Connections

The Problem: The Buyer Has Changed Buyers are impatient with sellers   Insight Research is time consuming and difficult  Customer Churn/turnover is increasing Leads Opportunities

Major market shifts…require change in CRM  Sales: from vendor driven to buyer driven process  Marketing: from outbound to inbound marketing  Buyers: from un-informed to very informed  Channels: from few to countless channels  Campaigns: from months/weeks to minutes CRM Intelligence is imperative to successful CRM SLIDE : 4

Declining Effectiveness Sales & Marketing 1.0 Becoming Ineffective SLIDE : 5 of Buyers Deflect Calls and s92% Buyer Behavior Has Changed

The evolving Buyer SLIDE : 6 Campaign Enrich Convert and Win Retain and Grow Relationship Manager RECOMMEND Lead Enrich Sales 2013 Campaign Enrich Convert and Win Retain and Grow Relationship Manager RECOMMEND Lead Enrich Sales MARKETING SALES Awareness and Interest Decision Action Retain and Grow RECOMMEND 57%

Challenge 2: Organizational Change is Primary Driver Source: Mikael Blaisdell, Leading Authority on Customer Retention, Editor, The HotLine Magazine, 2012 People Changes - Loss of Sponsor Lack of Adoption Business Downturn Competing Product Customer Acquired/Merged 25% - 30% 20% - 25% 15% - 20% 10% - 15%

Additional Problem: Insight Research is Not Easy… Initial Insight Research 50 Accounts x 55 Mins/Account = 45 hours Time Consuming Update Insight Research 50 Accounts x 10 Mins/Account = 8 hours Overwhelming Media Editorial Social

How Does An Average Rep Spend Their Day? Productivity and Effectiveness Researching the largest non-selling activity 2011 CSO Insights Sales Optimization Study

Discussion What are you doing today to overcome these challenges? Whiteboard Session

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