Full Sail Partners Blog | CRM (4)

Last year, we conducted multiple CRM workshops throughout the US. We received such great feedback that we wanted to do it again. This year we are offering a virtual experience and it will be a "bootcamp" to get your CRM into shape. This bootcamp is focused on helping your firm discover how to better utilize your Deltek Vision CRM system. If you are considering attending but aren’t sure if the bootcamp is right for you, here are some key reasons to attend.

• Native State of CRM - Many attendees remarked that it was great to see what Deltek looked like before their firm customized it. Many of our attendees did not realize how much their system had been changed by past employees. That insight provided them a baseline of what changes had been made allowing them to rethink some of the custom fields previously added. Now is the perfect time to understand the original form of your system and reevaluate processes prior to upgrading to Deltek Vantagepoint.
• Hands-On - Although delivered in a virtual format, each session will be hands-on and interactive. Users will be given access to a Deltek Vision CRM database to follow along with the presenter during each session. Each bootcamp series is limited to only 20 people to allow for maximum participation and engagement. Each attendee will learn how to better utilize and configure a Deltek Vision CRM system and set-up useful reporting metrics for agile decision making. 
  
• Expand Your Thinking – For best results, firm attendees would include someone who is leading the CRM strategy and someone who is responsible for implementing the strategy. Although this bootcamp focuses on the fundamentals, it also will teach how to define strategies that will help you better recognize and manage client, contact, and partner touchpoints. The best CRM system works in combination with accounting.
  
• Adequate Time for Questions – With this year’s workshop split into four two-hour sessions, attendees will have even more time to play with their sample database and come back with questions. The workshop was already designed to allow plenty of time for this. With the new format, we anticipate even more in-depth and insightful discussions and questions.

What Did Past Attendees Think?

Following the 2019 workshop series, 56.5% of attendees responded to a request for their feedback. Of those that responded, ALL felt the workshop met or exceeded their expectations. Accuracy, Responsiveness, and Schedule received the highest response rate. Each of them received an average of 6.3, which means the workshop exceeded expectations, based on the Client Feedback response rate. Attendees were asked these questions:

There have likely been times where you desired to get healthier and stronger. You cannot just wake up one day, eat well, exercise, and see the results of your efforts instantaneously. You must have the desire to change, recognize the benefits of doing so, keep your WHY at the top of your mind, and identify long-term goals. Just like in your personal life, lifestyle changes are necessary on the business front to see real success, and client relationship management (CRM) is a large part of making that happen.

Professional services firms offer services, and it is all about the knowledge and expertise of a firm’s professionals and trust in the brand. The art of building relationships and earning trust takes time, thought, and coordination within your team. CRM tools keep track of these communications, and consistency is what builds the data. With this data, you can establish long-term goals that you strive to meet. The positive results from choosing to use an effective CRM make it worth your while to change your work lifestyle.  

Accomplish More

The benefits of a personal healthier lifestyle may be having more energy, feeling more confident, and accomplishing goals that have felt distant. Likewise, for businesses, process and habit improvements offer benefits such as boosting productivity, increasing communication with clients, and crushing sales goals. Implementing a CRM helps you work more effectively as a team while adding productivity time back to your schedule. If CRM data is captured timely and correctly, it takes significantly less time to “research” what the latest communications and outcomes were with clients.

Think of employee-client interactions and the information that is gathered as a firm resource. Business resources are meant to be shared efficiently, and that information should be available when others need it. Furthermore, new information is constantly coming in and a CRM tool provides your teams a platform to document and share this information, keeping everyone informed.

Use the Technology at your Fingertips

As new information comes in from various sources, real-time data is crucial. This is achievable with the mobile capabilities of a strong CRM. Therefore, documenting information after each engagement brings consistency and a positive habit. With a firm-wide CRM, you can stay on top of your communications and proactively reach out to clients.

Additionally, as there are web-based apps to track exercise stats, sleep habits, and food intake, there are also apps that streamline business matters. All data from these apps, such as email, can be incorporated and captured into your firm CRM. While technology can help guide us, we are ultimately responsible for holding ourselves accountable for the improvements. 

Use Accountability to Create Consistency 

Just like having an accountability partner in an exercise or health program, employees should be accountable for keeping their colleagues informed. When we have dated action items as a CRM may show, the transparency should drive employees to stay on top of their tasks. However, there needs to be support and enforcement from all levels of leadership to make sure this happens. Consistency is crucial to success.

Get Over the Hurdle

According to the 40^th Annual Deltek Clarity Architecture Engineering Industry Study, only 14% of firms planned to invest in marketing intel and CRM systems. Is your firm part of that 14%? CRMs have advanced greatly, and the capabilities of an effective CRM support and encourage accountability, teamwork, outreach, and relationships. After some time, your firm will not remember business without an efficient tool like a CRM. These positive habits will stick with the firm for years to come, just like a lifestyle change for a healthier you.

A CRM system, or Customer Relationship Management system, is a technology tool that allows you to track important details about your customers. Firms need to know which product or service the customer currently has and want the ability to monitor the customer’s buying journey and needs. A CRM system also helps support the firm’s overall goals and strategies within each department. Let’s take a better look at what a CRM system can do for your firm.

Create More Revenue with a CRM

Sales teams use a CRM to conduct research as well as find new leads for future opportunities. A CRM system offers an abundance of information that can increase productivity when it comes to generating new sales. The CRM system can be used to track client communications which enables sales representatives to build stronger relationships with their customers and create new streams of revenue that grow firm profits. Furthermore, a CRM system can provide interactive analytical tools that give the sales force an accurate insight into a customer’s interests and needs. Sales representatives can then have more productive conversations with their leads and continue to develop personal relationships.

Along with building stronger relationships, a CRM solution can help a firm figure out the most effective sales practices and use that information to better their sales team. Staying abreast of proven processes will keep your sales team up to date on the fastest and most effective way to move a lead to a sale. 

Work More Efficiently

Similar to sales, marketing can benefit tremendously from the use of a CRM system. First off, the relationship between the marketing team and sales team is crucial to ensure customer needs are being met. With everyone actively using a CRM system for customer information, sales and marketing results can be seen across the board. Communication between sales and marketing will improve since both teams will have access to the most relevant data.

A CRM system can also be used to track marketing campaign success. The marketing team can evaluate how effective different marketing campaigns were including the costs which can help determine the best use of marketing department funds. With this available data, the marketing team can additionally change certain parts of the campaigns and maybe personalize some better for certain customers.

Improve the Customer Experience

Making sure customers are satisfied with their experience with your firm is very important. The customer service team relies on being able to measure things such as customer retention, satisfaction, and what is and is not working. This data can be tracked using a CRM system. If a customer did not have a good experience, the cause of the problem can be determined, and customer service can figure out what needs to be done in the future to prevent that situation from happening again. This information can then be relayed back to the sales and marketing teams so they can fix the issue on their side.

Why a CRM System is Right for Your Firm!

To be successful in any business, working smarter and most efficiently is very important. A CRM system can provide your firm with the metrics and relevant data to see how well your firm is meeting customer needs. Additionally, a CRM system offers the most accurate and up to date information allowing all department teams to work together seamlessly and effectively. Are you ready to take advantage of a CRM system?

When you are determining what marketing techniques are going to be the best for your company, there are some important things to consider. It’s common for business owners to cast a wide net in their initial marketing plan, throwing everything they can against the wall to see what sticks. However, continuing to throw money at a marketing strategy that is not generating conversation will result in loss of revenue and time. Fortunately, there are ways that you can avoid this by tracking the success of your marketing techniques and being able to adjust the ones not yielding results.

Website Analytics

Let’s start with one of the easiest and most common methods of tracking marketing success: website analytics. Utilizing this method, you can see who is coming to your site and from what sources. This lets you know which marketing tactics are creating the most clicks and how those clicks could be converted into leads or sales. A lot of website analytic tools are easy to setup and simple to use.

Email Outreach

Email marketing is easy to track and measure. Most email marketing platforms offer a host of data that will help you gauge the efficiency of your email campaigns. Your task is to find those metrics that best suit your email marketing goals and to keep an eye on them. There are many different things that are important to look at when it comes to the success of email marketing. Deliverability, open rates, click-through rates, conversation and bounce rates. These all can give you a better idea of how your email marketing campaign is going.

Phone Tracking

Call tracking is one of the most effective ways to evaluate lead generation sources. By taking advantage of call tracking technology, you can see what marketing ventures are generating the highest number of phone calls. This gives you the opportunity to keep track of who is calling from where and gauge where your budget is best spent.

CRM Tracking

Customer Relationship Management (CRM) helps sales staff stay organized and track marketing campaign results. Using a CRM software, sales professionals create profiles for each prospect including name, company, phone number, lead source, and any other relevant information. CRM platforms not only lead the way in tracking initial marketing efforts but continue to serve in following the future of client dealings.

Save Time and Effort by Tracking Marketing Success

Tracking marketing success is quite effective when using the right techniques. You can learn what works and what doesn’t when marketing to contacts to create more business and ultimately generate more income for your firm. Using a tool like the Deltek CRM, you can easily.

You’ve probably heard the saying, “bad data in – bad data out.” Well, bad data is outdated, incorrect, incomplete or duplicated information, and according to the Harvard Business Review, workers waste 50% of their time dealing with it. Now ask yourself, when was the last time someone at your firm took a deep dive into the data in your enterprise resource planning (ERP) system?  While the process of cleaning company data is time consuming, it is something all firms should do on regular basis. Businesses can achieve numerous benefits by fixing bad data. Here’s a look at some of the top benefits.

Improves Employee Productivity

Spending the day combing through a bunch of bad data is tedious work and a major time waster. Furthermore, the result of this extensive effort might be little to no actionable information. Also, with finding inaccurate information, employees may be led down the wrong path and not towards the goal. However, with clean company data, businesses can be sure employees are making the best use of their work hours and accomplishing goals.

Improves Marketing Efficiency

Building a pipeline of new revenue requires having accurate data about customers you want to target for your marketing efforts. Having the correct email address, mailing address and phone number is critical to ensure the highest rate of return for your marketing efforts. Regularly cleaning customer data ensures information is up-to-date and marketers can realize a higher return on investment and a larger pipeline of new opportunities.

Improves Decision-Making

Effective decision-making is critical to the success of a firm and requires having accurate data. Business intelligence (BI) is a hot topic in all industries right now. For your firm to be able to jump on the BI bandwagon, the data you are using to make decisions must be accurate. Having clean data can support better analytics and improve your firm’s decision-making process.

Prevents Fraud and Billing Mistakes

Having clean company data can also reduce fraud and billing mistakes. In many cases, vendors may send multiple invoices for the same service to encourage firms to pay them faster and more often. They are not trying to be malicious. Accurately tracking invoices to see which ones have been paid will reduce double paying vendors.

Get Your Firm’s Data Clean

The task of going through your firm’s data can be daunting, but the benefits of clean company data are worth it. To begin the cleaning process, you’ll want to define goals and assign ownership to the different steps required to obtain your goals. You can also automate several of these steps using the different software solutions, or you can seek help from a trusted outside company that is familiar with the ERP system your firm uses.

Many Deltek Vision users are unaware of the vast capabilities of workflows. From managing repetitive tasks to ensuring information is updated, workflows are extremely versatile and easy to setup. Let’s take a look at some Vision CRM workflows.

Workflow Examples for Deltek Vision CRM Users

Contacts - Track companies where your contacts have previously worked and automatically update a user defined grid when the Client field is changed on the contact record allowing information to stay up-to-date.

Marketing Campaigns – Automatically add predefined activities for Marketing Campaign follow-ups to ensure follow-through on your marketing efforts.

Opportunities – Make sure the business development team is following up on opportunities by creating Actions and Alerts that are prompted when an Opportunity is opened, a stage is changed and when the Opportunity is closed.

Warning Notifications - Give a gentle reminder to fill in a field value using a workflow to display a warning message. When a user changes the value of one field, a workflow can trigger a warning to indicate another field requires more information only when a specific value is chosen.

Error Notification - Use a workflow to display an error message instead of making all fields required. When a user changes the value of one field, a workflow can trigger an error message requiring an update to another field before being able to save when a specific value is chosen.

Contact Record Verification - Provide employees further insight on the validity of contact information by creating a workflow using custom fields. Employees simply check a checkbox, and through a workflow, the modified user and the date the checkbox was checked can populate reducing the number of fields the end user has to fill in.

Let Deltek Vision Workflows Work for You

These are just a few examples of things you can do with CRM workflows in Deltek Vision. Setting these workflows up is actually easier than you think and will save you and your firm lots of time. Checkout “Navigating Workflows: Standard and Advanced” and “Oh the Places You Can Go with Workflows, Alerts, and Stored Procedures” to learn more about workflows!

If you’re a marketing professional that uses Deltek Vision, you should definitely be taking advantage of the marketing campaigns Info Center available in Vision. First and foremost, any marketing effort from email blasts to clients to attending a conference can and should be tracked in a marketing campaign. Also, marketing campaigns in Vision provide visibility into the success of your marketing efforts and people within your firm can see prospects that were targeted for a specific campaign. Here are some ways you can use marketing campaigns to improve your firm’s marketing efforts.

Targeted Marketing Campaigns

Let’s say you have a segment of an industry you want to market your services to - how does Deltek Vision and the marketing campaigns help you? Using Vision’s advanced search functionality, you can drill down in your CRM system to identify prospects you want to reach with your campaign. Even more, you can associate them to a marketing campaign in Vision to allow you to track these prospects and easily create lists.

Want to create an email blast to send to your identified prospects to promote your services? If you use marketing campaigns in Vision and a third-party email marketing platform like Constant Contact or MailChimp, there’s an integration to make this happen. You create the email in the automated marketing platform you use and then quickly associate the targets in your Vision marketing campaign to the email you created. The need to export and import contacts is eliminated.

Furthermore, in the Vision marketing campaign, you can see your email stats such as clicks, bounces and unsubscribes. All of this data allows you to evaluate the success of your effort. If it sounds too good to be true, learn more here.

Industry Conferences

At industry conferences, you’re likely to attend educational seminars and social events in the expo hall. You’ll have many opportunities to network with existing clients and prospects, as well as find new leads. So, what do you do with all those notes and new business cards? If you created a marketing campaign prior to the conference, you can simply add these people with notes to the marketing campaign in your spare time at the conference.

Additionally, if you attend the same conferences every year, marketing campaigns can track who was there in prior years. The campaign notes also show which people are consistently spoken to at each event. This allows you to preplan who you want to target and what you want to talk to them about next time.

Wait, there’s more! If you are an event sponsor, you may also be able to get a list of who is registered for the conference. These people can be added to the marketing campaign prior to the event which makes adding notes on the targets easier since they are already associated to the campaign you created. You can also choose your targets knowing with near certainty that they are attending the conference.  

Event Hosting

Does your firm host webinars or client events? If the answer is yes, you probably target a specific segment of your clients and prospects to market your events. Like the targeted campaigns mentioned above, you can quickly segment your contacts to identify who you want to invite to your event. When using a marketing campaign in Deltek Vision to assist you, you can easily add these contacts to your campaign and track who attended. This information will help your firm evaluate the success of the events you do.

More Benefits to Using Deltek Vision Marketing Campaigns

By using Deltek Vision marketing campaigns, you’ve seen that you can easily track touchpoints with leads, prospects and clients to gain visibility into the entire lifecycle of developing business. Furthermore, you can learn what works and what doesn’t work when marketing to contacts to create more business. However, once you create a marketing campaign, you can also create a project in Vision for that marketing campaign. You can bill your time and expenses associated with it to better improve your ability to track the ROI of your marketing efforts. So, what are you waiting for? Start using marketing campaigns in Vision today to show the success of your marketing efforts.

After the ball drops every New Year’s Eve, the song “Auld Lang Syne” triggers everyone to begin a personal reflection of the past. Similarly, at the end of a year and on a professional level, business development and marketing professionals should look back at the previous year and evaluate the results of their efforts. How they use this information will help them strategize for the following year and improve upon performance. Here are some New Year’s resolutions that business development and marketing professionals should make to get the most out of next year.

New Year’s Resolutions for Business Development 

Improving client relationships is essential to generating more sales and revenue. Here are five ways to help nurture better client relationships.   

1. Streamline your client engagement/touchpoint activities. Distill your activities to the essentials to shorten sales cycles while providing high-value interactions with clients and prospects.
2. Get to know your clients better. Ask the right questions and actively listen to the client’s answers.
3. Coordinate and collaborate with the marketing team on a regular basis.
4. Embrace new technology. Communicate with prospects and clients and record information gained. Share this information with internal teams.
5. Stop checking in. Instead, use your database to connect with prospects using meaningful conversations or useful content. 

New Year’s Resolutions for Marketers 

While marketing requires evaluating the performance of efforts throughout the year, using this data to become more effective for the next year is a difficult task. Here are five ways marketers can increase the impact of marketing plans for the new year. 

1. Examine last year’s marketing campaigns and see which ones met your goals. Determine how you will use this information for next year’s planning.
2. Take a hard look at your process for collecting and maintaining your information/data. Make it a goal to get all your data centralized into one place.
3. Coordinate and collaborate with the business development/sales teams on a regular basis.
4. Create high-quality, value-based content that your clients and prospects need.
5. Understand the client experience journey from prospect to project delivery. How can you, as a marketer, improve your client experience to differentiate your firm? 

Increase Business and Revenue in 2018! 

With the New Year comes the potential to increase sales goals and revenue. This is the best time to make changes and adjustments to business development and marketing strategies. Follow these New Year’s resolutions to be more productive in your marketing and business development efforts for 2018.    

There has been an uptick in interest recently from C-Level financial leaders to become more involved with the CRM functions within Vision. You may ask yourself why this new trend is occurring since the CRM module of Vision is for marketing and business development functions. The reason must surely be based on an informational need so that actionable decisions can be made.

CRM Information for Financial Leaders 

CRM databases are full of information to help the marketing and business development team drive new business. So, what information can provide financial leaders the insight they need to make better decisions?  

1. The Life Cycle of Projects – More often than not, a project is born during the opportunity stage. More specifically, the opportunity can trigger a promotional project and/or a resource plan. As a result, there are financial considerations that must be taken into account: 

• The numbering of both the promo project and the plan
• Determining when the pursuit trigger will need to include resources in the staffing heat map
• Figuring out the rate tables and a multiplier that are going to be used in the plan 

2. Pipeline and Backlog – A conversation that often occurs between a CFO and director of business development is about the movement of future revenue from the pipeline to soft backlog to hard backlog. This can result in some level of double counting and is especially prevalent in task ordering agreements or infinite deliver/infinite quantity (IDIQ’s). C-Level financial people need to be involved in the definition stage of how future revenue is separated and quantified.
3. Cost of Winning and Losing Work – Opportunities afford us the ability to track hit rates. These are metrics showing win/loss ratios and can be filtered by unique attributes that are meaningful to your organization. One suggested attribute to track separately is sole source versus competitive wins. From this metric, financial managers can begin to quantify and measure the effort that goes into these wins and losses. However, this requires creating a promo project once the decision is made to bid on an opportunity.
4. Utilization – Having the fluidity to evaluate time spent on a proposal is a value add. Moreover, C-Level financial types are also aware of utilization. By moving time from a promo project to a regular type project, the time moves from non-productive to productive. When we use Vision functionality to isolate proposal time on utilization reports, it provides insight into why employees are not being productive. 

Sharing Information Firm Wide

It’s always best practice to share important firm data with key individuals from all teams, but those people should also be able to find the information on their own. Like this new trend for financial leaders to learn more about using the CRM module in Vision, marketing and business development people also need to know how to access information from the financial side of Vision. Most importantly, everyone should be involved in the implementation of all Vision modules to ensure the initial setup, data structure and reports are valuable to the firm.