Category Archives: Workbooks

Workbooks Wins – Service Desk Institute of The Month

We’re proud to announce we’ve won ‘Service Desk Institute – Service Desk Of The Month’

Congratulations to our entire sService desk team Workbooks Wins   Service Desk Institute of The Monthupport team who continue to deliver exceptional customer service. 

Who is The Service Desk Insitute (SDI)?

SDI is the leading professional body for everyone working in the IT service and support industry. The Institute has been connecting IT service professionals across the globe since 1988.

SDI sets the internationally recognised best practice standards for service desks and service desk professionals. It is these standards which form the basis for the SDI professional qualifications programme and the service desk certification programme.

Delivering exceptional, fun and inspirational experiences for everyone working in IT support, SDI is here to support you in making your service desk be the best it can possibly be.

Where can I find out more?

The interview with the team can be found on the SDI Blog.

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Workbooks – Scoring above Salesforce, MS Dynamics, Zoho & Goldmine

Workbooks is now ranked above Salesforce, MS Dynamics, Sugar, Zoho & Goldmine through impartial review site G2 Crowd.

g2 crowd image Workbooks   Scoring above Salesforce, MS Dynamics, Zoho & Goldmine

Workbooks recently commissioned a G2 Crowd report to position our CRM against our leading competitors.

We’re immensely proud to find we scored first in every customer satisfaction category and first in 7/8 categories on ‘likeliness to recommend.’

Who are G2 Crowd?

G2 Crowd are the world’s leading business software review platform, with more than 95,000 user reviews.

Requiring verified LinkedIn accounts to validate reviews, G2 Crowd ensure a non-biased approach to reviews.

Scores are based on an advanced algorithm factoring in weightings such as review score, relation of the reviewer to the business and freshness of reviews.

To read the full break-down please visit G2 Crowd.

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Introducing – Customer Success+

Great News – you’ve got Workbooks deployed…now you need to maximise the return on your investment. This means you need to continue the CRM momentum within your organisation, don’t let it stagnate because you haven’t got time to focus on improvements which can really help drive value.

Continuous improvement: evolution not revolution

Often small changes to your CRM system can make a big difference to the value you are receiving. It could be:

  • A new report which gives you real insight into your clients
  • Website lead capture
  • Implementing a ‘Red/Amber/Green’ rating for your clients so you can see which customers are happy or not
  • An automated Workflow, which makes your team much more productive
  • You want to connect Workbooks to another cloud system, like GoToMeeting or Adobe Sign

Introduction

The Customer Success Plus Programme involves you contracting for a minimum number of consulting days per quarter, at a significantly lower daily rate. In return you get assigned a dedicated consultant who will help you implement a roadmap of improvements to Workbooks.

It could be help with writing reports or maybe your team needs some more training. It could be you need help adopting some new functionality in the product which you just haven’t had time to get to grips with or you need some changes to an automated script. Whatever your needs, we can help you maximise your return on investment in CRM.

Standard Programme Customer Success Plus

Account Manager

Periodic Care Calls

Online Resources:
- Forums, Knowledge Base, Videos, Webinars.

Technical Support:
- Telephone, Email, Case Portal.

Standard Programme plus:

Dedicated Consultant
- 2-6 days consultancy per quarter
- On-site account reviews
- Reduced consultancy rate

Ongoing Improvements
- Configuration, Reporting, Automation, Training, ect.

You will contract for between 2 and 6 days of consultancy per quarter. Your dedicated consultant will meet with you (either in person or online), review your current Workbooks deployment and agree with you a roadmap of improvements. We will then implement the improvements within the time available.

You have access to a pool of knowledgeable consultants that have completed hundreds of implementations. They can provide advice and guidance on the best way to maintain Workbooks for your organisation.

The benefits

  • You get a dedicated consultant to help ensure your CRM project continues to be successful.
  • You have pre-purchased days, no need to raise orders for small bits of work.
  • No need to take the time out of your busy day-to-day schedules to keep track of the latest features.
  • We will work with you to find out how we can improve your CRM to adapt to the growing needs of your business.
  • You can achieve a much better daily rate of £500 per day compared with the standard £850 per day.

Available packs

Customer Success Plus can be bought in the following blocks:

Customer Success Plus Pack Price
2 days per quarter £550 per day (£4,400 per annum)
3 days per quarter £530 per day (£6,360 per annum)
4 days per quarter £500 per day (£8,000 per annum)
5 days per quarter £500 per day (£10,000 per annum)
6 days per quarter £500 per day (£12,000 per annum)


FAQs

  1. Can we roll our days forward into a future quarter if we haven’t used them?
    Yes, you can roll unused days forward for a maximum of one quarter only. After this quarter any unused days would be lost so make sure you take advantage of your dedicated consultant.
     
  2. Can we buy more than 6 days a quarter at this rate?
    6 days is the maximum we can offer at the discounted rate. Additional days can be purchased at our standard day rate of £850.
     
  3. What if we use our allotted days within a quarter and need more consultancy time?
    You can upgrade to the next level of subscription or buy more consultancy time at our standard rate of £850 a day.
     
  4. How will this be billed?
    In the same way as your contract, typically annually in advance.

Find out more and signup

Ready to find out more? Contact us for more information.

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Workbooks blogs

DLW Flooring selects Workbooks for their Global CRM Rollout

DLW Flooring is one of Europe’s leading manufacturers of floor coverings, with worldwide sales offices. For over 130 years, the DLW brand has stood for top-quality, innovative floor coverings which are made in Germany. They are the flooring specialists for building projects in different market areas such as healthcare, education, retail, offices or hotels. They sell through a number of channels, including direct sales force, distributors and agents. 

This global background required a CRM solution that could consolidate all of their data currently spread across multiple systems into a single, easy-to-use database to structure and improve the profiling and segmentation of their customers.

Headquartered in Germany, DLW Flooring have recently selected Workbooks as their preferred CRM platform to roll out to 150 sales people across Europe in over 10 countries. They chose Workbooks over Salesforce.com, Microsoft Dynamics and SAP. 

Remco Veeneman, CEO, DLW Flooring commented: “We were looking for a CRM solution to help our sales teams grow revenues and manage our clients more effectively, after reviewing the CRM market we are pleased to have chosen Workbooks. We feel the combination of their technology platform and consulting expertise is the best fit for our business”.   

John Cheney, CEO, Workbooks commented: “Unlike many vendors, we provide not only the software but also the full implementation services and on-going support our customers need. Our team are already working directly with the DLW Flooring team in Germany and our consultants have been on-site in Stuttgart to define their requirements.  It’s this direct relationship that will help us ensure DLW Flooring’s CRM project runs successfully and we look forward to having them on-board.”

About Workbooks

Workbooks.com delivers world-class CRM and business applications to the mid-market, at an affordable price and with functionality that transforms business. Unlike traditional CRM solutions, Workbooks.com extends beyond sales, marketing and customer support to include order management, order fulfilment, invoicing and supplier management. This business functionality is delivered out-of-the-box at a price which is typically 50-70% less than enterprise solutions such as Salesforce, Microsoft Dynamics and Netsuite. For more information visit www.workbooks.com.

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Workbooks.com wins Best Sales & Marketing CRM Provider 2016 at BESMA

Reading, England, (14th March 2016) – Workbooks.com are delighted to announce they have won Best Sales & Marketing CRM Provider 2016 in the British Excellence in Sales & Marketing Awards (BESMA). BESMA is organised by the Institute of Sales & Marketing Management (ISMM) – the UK’s largest professional sales body.

John Cheney, CEO of Workbooks.com commented: “Effective CRM is key for any business and a system to effectively co-ordinate both sales and marketing is crucial. We are very pleased to have won the award for The Best Sales & Marketing CRM provider. Awards like BESMA secure our belief that we are delivering solutions that our customers really need.”

BESMA%20Award 0 Workbooks.com wins Best Sales & Marketing CRM Provider 2016 at BESMA

About Workbooks

Workbooks.com delivers world-class CRM and business applications to the mid-market, at an affordable price and with functionality that transforms business. Unlike traditional CRM solutions, Workbooks.com extends beyond sales, marketing and customer support to include order management, order fulfilment, invoicing and supplier management. This business functionality is delivered out-of-the-box at a price which is typically 50-70% less than enterprise solutions such as Salesforce, Microsoft Dynamics and Netsuite. For more information visit www.workbooks.com.

About BESMA

The British Excellence in Sales & Marketing Awards (BESMA) recognise and reward the best sales professionals in the UK, showcasing their achievements and products, helping promote the art of selling across the country.

BESMA seeks to reward the efforts of the individuals and the teams that drive company performance and recognises the roles played by sales professionals in driving the UK economy forward.

BESMA is organised by the Institute of Sales & Marketing Management (ISMM) – the UK’s largest professional sales body.

This year BESMA was held on 9th March 2016 at the stunning Grosvenor House Hotel. For more information visit www.ismm.co.uk/besma-2016.

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Workbooks blogs

How to Explode Your Email Marketing ROI With Your CRM

email marketing roi How to Explode Your Email Marketing ROI With Your CRMman dancing in cash small How to Explode Your Email Marketing ROI With Your CRMThis could be you! If only you’d replied to the “millionaires” email with your credit card details, NI number & mothers maiden name!

With unsubscribe rates increasing, open rates decreasing and our inboxes being filled with more and more noise (source – Signupto.com) how can you stand out in a crowd of offers, free trials and the promises of grand riches from millionaire princes? tweet this logo tt How to Explode Your Email Marketing ROI With Your CRM

More to the point, what does this have to do with your CRM?

With multiple technological advancements in CRM systems, there are now multiple strategies you can implement for explosive growth in your email marketing ROI.

Let’s explore these strategies:

Table of contents




Boost ROI with upselling and cross-selling emails (automatic)

If you already have a relationship with your customers they’re substantially more likely to purchase from you compared to cold leads.

Think of the time you purchased your first Apple product, it probably took some convincing to nudge you over to a customer, but once you were… did you later go on to purchase an additional iPhone/iMac/Mac book/ iPad with a lot less convincing?).

Studies even go as far as claiming it costs 90% more to acquire a new customer than to retain one (source – Marketing Donut).

So what does this have to do with a CRM?

Most common CRM systems now offer the ability to integrate with your finance and customer service platforms, this enables you to match purchases against customers and identify which customers have slowed down spending, are due an upgrade or are perfectly aligned for your new offering.

As an example, as a CRM provider ourselves we are interested in customers who have or are approaching their database limit. This offers us a potential opportunity to cross-sell additional database storage.

Live Example 1 – Customers Exceeding Storage Report

customers exceeding storage report How to Explode Your Email Marketing ROI With Your CRM

In the image above you can see Atlantic Computer Services are using double their allotted database size whilst other companies are rapidly approaching their database limits.

So how can we wrap this into our email marketing efforts?

By sending an event-based automated email the moment these customers are within 2MB of their max data storage offers an automated upselling opportunity almost guaranteed to provide a high ROI, easily achieved with an email template & PHP script (we’ll cover how to do this later on).

Don’t have access to PHP developers or on a tight budget? Simply send a pre-created mail template (explained further on, or hire us).

Live Example 2 – Customers not using Workbooks

customers not using workbooks How to Explode Your Email Marketing ROI With Your CRM

Our second report above highlights which percentage of organisations are regularly logging in. Only 8% of Atlantic Computer Services users have logged in over the last 30 days, this should be used as an event trigger to send out emails showcasing features to help customers such as Atlantic.

Live Example 3 – Customers reducing spending

Report%206 How to Explode Your Email Marketing ROI With Your CRM

In our final example, we’ve mapped our customers spending over time and colour coded the difference in spending.

You can rapidly see which customers have stopped purchasing (in this example First Group would be an ideal candidate to contact due to having the highest financial difference in spending again this could easily be automated through an email workflow showcasing features the customer has yet to explore.


How to set-up automatic event-based emails

Now your reports have been set-up we’ll cover how to convert these reports into automated emails using your CRM

The following examples are taken from our CRM (Workbooks.com) but can be replicated in most major CRM systems.

Begin by creating the report (in this case this has already been created – see above examples) then create the email template to be sent out automatically, below we’ve created a template to send to existing customers triggered when they are at or above database storage levels:

Creating an Email Template

email template How to Explode Your Email Marketing ROI With Your CRM

The next step is to create your Marketing campaign, we will use this to report on later.

Creating a marketing campaign

new campaign How to Explode Your Email Marketing ROI With Your CRM

You’ll now need to write a script (in Workbooks.com this is done through PHP) or hire us to write it for you, essentially the script retrieves your report over the API, looping over the results.

Example Script

example script How to Explode Your Email Marketing ROI With Your CRM

Now your script has been written (need help with this step?), you can schedule the script to run using a scheduled process:

Scheduled Process

scheduled process How to Explode Your Email Marketing ROI With Your CRM

In this example, you can see the script has been scheduled (via this scheduled process) to run on Mondays at 8 am.


Benchmark campaigns performance to determine the cash cows

Now you’ve automated multiple email marketing campaigns using your CRM, how will you know if they’re actually making your company money?

By reporting on and benchmarking your separate marketing campaigns, it’s possible to compare email marketing campaigns against each other or even directly against trade shows and PPC campaigns to clearly see how the performance of each marketing campaign/channel compares.

This is done by matching new leads or opportunities against the appropriate campaign (this can also be done automatically).

Matching Lead Records to Correct Marketing Campaigns

crm lead record How to Explode Your Email Marketing ROI With Your CRM

You then create a report and filter to just show the reports you wish to compare, drilling down to related transaction documents and opportunities whilst adding in a cost and calculated field to show the ROI.

In the following report we’re comparing our email campaigns performance against our trade shows and PPC campaigns:

Benchmarking Campaigns

upselling databases How to Explode Your Email Marketing ROI With Your CRM

We can see in the example above, the Upselling Databases campaign has an ROI of 575% at a cost of £242, whilst the Black Friday campaign has a lower ROI and higher outlay but likely higher overall cash profit.

Taking this example I would recommend scaling the database campaign by rolling it out across all your customers and working to identify further cross-selling opportunities and using Gap Analysis to highlight products/services your existing client base would be looking to purchase but you’re not already selling (there’s a reason why TESCO now sells loans, current accounts and car insurance!).


Massively reduce your email marketing spend

By reducing your email marketing spend you can dramatically improve your email marketing ROI, this is essentially done through the following ways:

money stack How to Explode Your Email Marketing ROI With Your CRM

  1. Removing customers no longer purchasing

    Previously (live example 3), we reported on which customers are no longer purchasing from you, if you’ve reached out and determined a customer is now lost, you should keep these customers within your CRM but export and remove them from your email marketing provider.

  2. Use your CRM’s pre-built email marketing tools

    Can your emailing marketing already be handled within your CRM system, by migrating solely to your CRM system you can both reduce the need for expensive email marketing solutions and reduce the amount of data silos you are using.

  3. Effective segmentation

    By effectively segmenting your data you can better target prospects you wish to email. For example, internally at Workbooks.com, we are running a webinar with one of our customers on how membership organisations are benefiting from our CRM system. Naturally we only want to email leads whose industry is ‘membership‘. This substantially reduced the number of emails we needed to send (reducing our costs) which contributed to substantially increased targeting and thus open, click through and attendance rates all skyrocketed.


    Speed up your time with a direct email integration

    If your CRM provider can’t handle your email marketing efforts internally, most CRM systems (including Workbooks.com) now integrate with popular email marketing tools such as Hubspot, MailChimp, Constant Contact, dotmailer and Campaign Master.

    This allows you to track and report on the effectiveness of each email campaign alongside identifying which leads are interested in your messaging.

    In the following example, you can see your email marketing statistics including open, click and unsubscribe rates. These can then be taken and reported on to benchmark one email marketing campaign against another.

    Email Marketing Results

    crm email integration results How to Explode Your Email Marketing ROI With Your CRM

    Below we are benchmarking our email marketing campaigns, you can see whilst the Upselling Databases campaign had a Click rate of almost 22% appearing the ‘winner’, since it was only sent to 142 people and clicked by 9, its effectiveness was beaten 2000% by the New Product Launch campaign (sent to over 50,000 and had a total click count of 186 despite only having a Click Rate % of 9%.)

    Benchmarketing email campaigns

    benchmarked email campaigns How to Explode Your Email Marketing ROI With Your CRM


    Conclusion

    By combining the power of email marketing and up/cross-selling with a well managed CRM system you can exponentially increase your email marketing ROI.

    Whilst you may not wish to follow all of the ideas mentioned above, even by moving forward with a select few you can make big changes to your marketing efforts.

    Did you find this blog post helpful? If so, tell us which idea you’re going to move forward with in the comments below:

    “It is really useful to be able to monitor the success of our email shots in Workbooks.com. We can track which contacts have opened the email and which ones have clicked on the links within it.

    It has empowered us to send out follow-up emails to anyone who didn’t open the email and it is really comforting to know that any unsubscribes are fed back into Workbooks automatically.” – Pam Cowburn, Head of Communications, Index on Censorship

    Sign up for a free trial of Workbooks.com – here.

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Workbooks blogs

How to identify your unhappy customers…before your competitors do!

We all know that retaining customers is easier than finding new ones, but do you really know if your existing customers are happy campers, a little bit grumpy or down right mad about the products or services you provide?

At Workbooks we use a simple but effective traffic lights system to keep track of customer sentiment. Customers are marked as either Red, Amber or Green.

Red = They are unhappy and at risk of leaving us

Amber = A little unhappy, we need to improve their perception

Green = All is good

The old adage is that all customers should be treated equally, but this just doesn’t make any sense. If you have a large customer who is unhappy, you really should invest more time in getting them back on track.

5 Ways to use a traffic lights system effectively within your business

  1. Make sure all customer facing staff have access to the traffic lights. This should include at least Customer Services, Sales and Finance. The last thing you want is a sales rep trying to sell a new product to an existing client, only to find out they are really hacked-off because a customer services issue hasn’t been resolved.
  2. Make it easy to find: Make the information front and centre and easy to access. Can a sales rep get it on their mobile just before a customer meeting?
  3. Allow anyone to set a client account to Red or Amber and make sure people feel empowered to do so. If the accounts department learns a customer is unhappy while chasing an invoice then encourage them to highlight the issue and set the status accordingly.
  4. Make it easy: Don’t create a complex workflow to put a customer at risk, a simple dropbox or checkbox on a CRM record should be enough.
  5. Make sure you have a process for following up: Nothing is more discouraging for staff (or customers) if they highlight a customer problem and nobody does anything about it.

Live example: How Workbooks use their CRM to support Red, Amber and Green processes:

Organisation records

We have a pick list on an organisation record that anyone can set to Amber or Red.

Organisation How to identify your unhappy customers...before your competitors do!

Reports

We have a scheduled email report which is sent round each day which automatically notifies management of any customers that have been moved to Red or Amber.

Report How to identify your unhappy customers...before your competitors do!

Customer Care Meetings & Management

Case %26 Opp 0 How to identify your unhappy customers...before your competitors do!

We have a scheduled ‘At Risk’ meeting every two weeks, where the appropriate people review the management cases and Activities are created in Workbooks and assigned to people to ensure action is taken.

We use case records to track ‘Management Cases’ to ensure they are resolved successfully.

The Red/Amber/Green status is automatically populated onto Customer Cases and Sales Opportunities – so our Customer Services and Sales teams can see if there is an issue, without having to open the customer record.

We create Scheduled Activities in Workbooks for our Customer Care team to ‘check-in’ with clients. This ensures all customers are called at least once a year to see if they are happy.

These calls are a valuable source of feedback, but they also generate new business opportunities for us, so the results more than compensate for the effort required.

Activity How to identify your unhappy customers...before your competitors do!

Our CRM system makes managing this customer care process simple and easy for everyone. Helping us keep our customers glowing green and not angry red.

Interested in booking a demo? Contact us – here.

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Workbooks blogs

Workbooks shortlisted in Network Computing Awards CRM Product of the Year 2016

Reading, England, 27th January 2016 – Workbooks.com today announced that its CRM system has been shortlisted as a finalist for CRM Product of the Year 2016 in the Network Computing Awards for the 4th year running.

Workbooks.com is one of only 8 vendors to be shortlisted for this award alongside companies such as Salesforce, SugarCRM and Sage.

The Network Computing Awards have been running since 2007 and were set up to recognise the IT solutions and the companies helping organisations function better by getting the most out of their networks.

John Cheney, CEO of Workbooks, commented: “We are pleased to be shortlisted yet again in a very competitive market sector and to be supported by our customers. We are committed to continually improving and enhancing our product, and delivering successful CRM implementations to our customers.”

To vote for Workbooks, please click here, complete your details and select Workbooks in the category for CRM Product of the Year and Submit!*

*(Note: there is no need to make a selection for all the categories, just the CRM category.)

Voting closes 7th March. 

2016%202 Workbooks shortlisted in Network Computing Awards CRM Product of the Year 2016  2015 Workbooks shortlisted in Network Computing Awards CRM Product of the Year 2016 2014 Workbooks shortlisted in Network Computing Awards CRM Product of the Year 2016 2013 Workbooks shortlisted in Network Computing Awards CRM Product of the Year 2016

About Workbooks

Workbooks.com delivers award-winning CRM and business applications to the mid-market, at an affordable price and with functionality that transforms business.

Unlike traditional CRM solutions, Workbooks.com extends beyond sales, marketing and customer support to include order management, order fulfilment, invoicing and supplier management. This business functionality is delivered out-of-the-box at a price that is typically 50-70% less than enterprise solutions such as Salesforce, Microsoft Dynamics and NetSuite.

For more information, visit www.workbooks.com.

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How to Skyrocket your Sales Team's Performance Using these 6 CRM Reports – Today!

How you can vastly improve your sales teams performance with six underutilised CRM reports tweet this logo tt How to Skyrocket your Sales Team's Performance Using these 6 CRM Reports   Today!

You’re responsible for hitting the company sales target, you lead the sales team, you need to deliver success. All good sales leaders know that tracking the right KPIs can make the difference between success and failure.

So what should you be tracking? and what insight can it provide? There are lots of different metrics you should be measuring inside your CRM system, but here we have focused on 6 that every sales leader should have:

Table of contents


Sales Performance Quarter to Date: How much have you sold already?

Being able to report instantly on your sales numbers offers instant evidence of your company’s performance. Don’t rely on the finance department to give you the numbers after the month or quarter has closed, you need real-time information as it happens.

Report 1: Sales Performance quarter to date from Workbooks CRM

Report%201 How to Skyrocket your Sales Team's Performance Using these 6 CRM Reports   Today!

We can see at a glance that Tony has already hit his target and that Alison and Hugh aren’t too far behind, all good news. However John at 26% of target and Jane at 15% of target (in red) are a long way off. Do they need some help, are they getting enough leads, do they need some sales training? Looks like we need to take some corrective action here early, before the quarter is complete.


Current Sales Pipeline by Stage: How is your pipeline looking for this quarter? Will sales reach target?

Are we going to hit the number? How many times have you needed to answer that question. To answer it effectively you need to see what’s going on with your sales pipeline, broken down by sales rep and sales stage.

Report 2: This Quarter’s Pipeline Report from Workbooks CRM

Report%202 How to Skyrocket your Sales Team's Performance Using these 6 CRM Reports   Today!

In the report, I can see the sales pipeline for the quarter, by salesperson, split by the stage in the pipeline. I know from Report 1, that I need another £102k of sales to hit target. The good news is I have £144k in Stage 4 and £105k in Stage 3 – so it looks promising.

At an individual level, whilst John was only at £15.3k (26% of target) you can see he has £52k at Stage 3 and £75k at Stage 4 so he may well still hit his target of £60k. Using Workbooks CRM you can “drill down” on any one of the cells and see opportunities which make up the pipeline and get yourself comfortable they are going to close.

In contrast, Jane has no open opportunities at Stage 3 and only £23.4k at Stage 4 so even if she closed all of her Stage 4 pipeline she is still going to miss her numbers.

The majority of the total pipeline is sitting at Stage 1 (£348k). Maybe you can focus your team on moving their open opportunities through the sales cycle.

Graphical representation of report:

Report%202b How to Skyrocket your Sales Team's Performance Using these 6 CRM Reports   Today!

This same report can be represented visually as a graph, allowing you to quickly see the size of each of your reps pipeline and how it is distributed by stage.

Above you are able to quickly identify that Alison, John and Tony have the biggest pipelines, but you will also notice that the majority of Tony’s opportunities are sitting at Stage 1. Can he work on nurturing any of these through the sales cycle?


Opportunities Conversation Rates: How successful are your sales reps at winning opportunities?

Ever wondered who your best sales rep is? You may have thought that Tony was your best sales rep as he has closed the largest value of deals. However, what you actually need to look at is their conversion rate. Your best sales rep is the person with the highest percentage of won deals.

Report 3: Opportunity Conversion Report from Workbooks CRM

Report%203 How to Skyrocket your Sales Team's Performance Using these 6 CRM Reports   Today!

From the above you can actually see that Hugh wins the most deals based on his number of opportunities. Although Tony has brought in the largest value of deals he actually has the worst conversion rate (17%).

Tony has the highest number of opportunities in his pipeline. So maybe he is closing the highest value of deals because he has more opportunities to work through. Tony’s conversion rate needs to be improved, perhaps some of his open opportunities should be passed to Hugh who is more likely to win them?

You will also see that Jane has the smallest number of opportunities so no wonder she is not hitting target. Could you move any of the territories around or distribute the opportunities more evenly between the team?

This report also tells us our overall conversation rates. We can see we won 26 out of 93 deals, or 1 in every 3.6 deals (28%). This metric is key when we look ahead into next quarter.


Next Quarters Pipeline against Target: How does your Pipeline look for next quarter?

Not only do we need to worry about hitting the numbers for this quarter, we need to ensure we have enough in the pipeline for next quarter also.

Report 4: Pipeline against Pipeline Target for next Quarter from Workbooks CRM

Report%204 How to Skyrocket your Sales Team's Performance Using these 6 CRM Reports   Today!

We learnt in Report 4 that we win on average 1 in every 3.6 deals, so ideally we want our pipeline for next quarter to be 3.6 x bigger than the sales target. In this example our sales target for next quarter is £500k, so our pipeline target is £1.8m.

You’ll notice from the above that the only person who has enough in their pipeline is Jane as she has £48,000 above her pipeline target (119%).

If you take your total Pipeline Target of £1,800,000 and subtract what you actually have in the pipeline £1,250,000 you have a Pipeline Delta of £550k. This suggests you need this much extra in your pipeline to be likely to hit your target based on your conversion rates or you need to improve your conversation rates. Maybe Marketing could deliver some more leads?


Marketing MQL Performance against Target: Are Marketing delivering enough leads?

Elegant responsive website, nice looking trade stand, twitter and facebook followers – all are great but are Marketing actually generating enough leads for the sales team?

As a sales leader you should be setting your marketing team targets, just like you set your sales reps targets. Ideally you should agree what constitutes a ‘Marketing Qualified Lead’ (MQL) as not all leads have the same value to the business. If you only sell in the UK and Europe, lots of leads from Asia isn’t going to help your team. The MQL leads are the ones you need to measure and you want passed to your sales team.

Report 5: Marketing Performance Report from Workbooks CRM

Report%205 How to Skyrocket your Sales Team's Performance Using these 6 CRM Reports   Today!

Workbooks CRM makes it easy to track leads as they arrive inside the business. We can capture leads directly from your website, import them from spreadsheets, or integrate Workbooks with email marketing or marketing automation platforms like Dotmailer and Hubspot. You can also build lead scoring and categorisation rules so leads are appropriately prioritised.

In the above report, you will see that marketing seriously missed their target for October and things are not looking much better for November. This is affecting your pipeline and may well explain the £550k shortfall. Having this visibility means that you can discuss a plan of action with the Marketing Team.


Final CRM Report – Sales trends by Client: Which clients have you lost recently?

We already know that it’s much harder to win a new account than it is to sell to an existing client.

But do you really know which of your clients have stopped purchasing and may have moved to your competitors?

Report 6: Client Performance Report from Workbooks CRM



Report%206 How to Skyrocket your Sales Team's Performance Using these 6 CRM Reports   Today!

This report identifies your clients buying patterns over time. You can see which clients are new, which ones are increasing their spend and which ones have stopped buying all together.

This report built using Workbooks CRM relies on having order/invoice data inside your CRM platform. Workbooks makes it easy to either process orders and invoices inside your CRM system or integrate the data from an ERP or accounting system.

You can see that Blue Circle plc and First Group have not bought anything in the last month, questions to be asked could be:

  • Was this expected?
  • Did your reps call them?
  • Have they purchased from a competitor instead?
  • Is there anything you can do to incentivise them to purchase next month?
  • What can you do to get these customers purchasing from you again?

Conclusion

With all of the above reports, you can be confident you are fully aware of your team’s performance and how your pipeline is shaping up. You can see who is likely to meet their targets or not and make changes to address this.

If you take these insights and build upon them you should be able to dramatically grow your business.

By putting a plan of action in place, there should then be no nasty surprises when it comes to the next Management Meeting!

Want to take your CRM system to the next level?

Your CRM system can be used for so much more than pipeline management, download our guide to identify the five key benefits of integrating your CRM & Sales processes.

SalesEvolutionThumbnail 0 How to Skyrocket your Sales Team's Performance Using these 6 CRM Reports   Today!

  1. How to improve your lead management
  2. How to optimise your pipeline management
  3. How to improve the accuracy of your sales forecasting
  4. How to optimise your sales processes
  5. How to improve your Lost & Qualified Out analysis

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Workbooks blogs

Workbooks introduces Workbooks 4.7 – With a New Year comes a New Release

Reading, England, (21st January 2016) – Workbooks are pleased to announce Workbooks 4.7 – the latest release of their award winning CRM platform.

Following from customer feedback this update includes many new features including multi-lingual capabilities, Zapier app integration, data management and reporting enhancements.

Multi-lingual support

To support our international clients with offices around the world, Workbooks has added multi-lingual functionality to their CRM platform. Translations for French, German, Spanish and English American are provided in this release, the platform can support any other languages, including multi-byte character sets. Addition translations will be provided based on customer demand. Translation support enables clients to use different languages for field names, record names and also values held in pick lists and data tables.

Zapier Integration

The Workbooks CRM platform has been connected with Zapier (a tool with access to over 500+ apps), making it possible for their customers to now connect the apps they use to their CRM to get more out of their data and automate additional tasks. John Cheney Workbooks CEO added “Zapier provides us with an effective integration hub to connect Workbooks to applications like Xero, Quickbooks and Trello, helping our clients streamline business processes.”

De-duplication and Merging

Data quality is vital for businesses to manage their customers and prospects effectively. Workbooks has improved its automated identification of duplicates and implemented an easy to use merge wizard so their customers can improve their data quality.

Other Improvements

This release also saw improvements to the reporting engine, including the introduction of targets and conditional formatting and colour coding. In addition the Workbooks campaign module and mailshots tools were enhanced to improve usability.

About Workbooks

Workbooks delivers award-winning CRM and business applications to the mid-market, at an affordable price and with functionality that transforms business.

Unlike traditional CRM solutions, Workbooks.com extends beyond sales, marketing and customer support to include order management, order fulfilment, invoicing and supplier management. This business functionality is delivered out-of-the-box at a price that is typically 50-70% less than enterprise solutions such as Salesforce, Microsoft Dynamics and NetSuite. For more information, visit www.workbooks.com.

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Workbooks blogs