1. blog.kw.com/livefeed #KWFR #KWRI FOLLOW TALK Increased Production Through Effective Use of Your Commercial Contact Relationship Manager Schuyler Williamson

2. #KWFR Schuyler Williamson 2 Austin, Texas Director, KW Commercial Increased Production through Your Commercial CRM

3. Please complete an evaluation form found in the back of your program guide. 3Increased Production through Your Commercial CRM

4. #KWFR What Is a CRM? Increased Production through Your Commercial CRM4

5. What Is a CRM? A tool that facilitates acquiring new customers and managing customer relationships.A tool that facilitates acquiring new customers and managing customer relationships. Increased Production through Your Commercial CRM5

6. New Customer Acquisition 6

7. Manage Customer Relationships 7

8. Why Do We Go Through This Process? Make more money.Make more money. Increased Production through Your Commercial CRM8

9. How Do We Make More Money with a CRM? Use it to:Use it to: Grow customer loyalty.Grow customer loyalty. Develop contacts in database.Develop contacts in database. Market the right way.Market the right way. Innovate.Innovate. Be results-oriented.Be results-oriented. Increased Production through Your Commercial CRM9

10. #KWFR Grow Customer Loyalty Increased Production through Your Commercial CRM10

13. #KWFR Tactics for Growing Loyalty Increased Production through Your Commercial CRM13

15. Promote Values over Products Collect data on your clients values.Collect data on your clients values. Create campaigns that focus on what they care about most.Create campaigns that focus on what they care about most. Increased Production through Your Commercial CRM15

16. Reciprocity Surprise them with something – ANYTHING!!Surprise them with something – ANYTHING!! 10 cents can change our mood10 cents can change our mood Can of CokeCan of Coke MintsMints Increased Production through Your Commercial CRM16

17. Action Step(s) Provide clients with personalized treatment.Provide clients with personalized treatment. Appeal to a clients values first.Appeal to a clients values first. Leverage the force of reciprocity.Leverage the force of reciprocity. In CRM:In CRM: Add fields for Description, Interest(s), and Business Priority and be diligent about collecting this data on the first meeting.Add fields for Description, Interest(s), and Business Priority and be diligent about collecting this data on the first meeting. Set reminders for birthdays, anniversaries, and transaction close dates so you can follow up with a nice gesture.Set reminders for birthdays, anniversaries, and transaction close dates so you can follow up with a nice gesture. Increased Production through Your Commercial CRM17

18. #KWFR Develop Contacts in Database Increased Production through Your Commercial CRM18

19. Embrace the Power of Labels Politically active vs. normalPolitically active vs. normal Increased Production through Your Commercial CRM19

20. Reduce Buyer Pain Tightwads are significant enough to focus onTightwads are significant enough to focus on Increased Production through Your Commercial CRM20

21. Create Urgency through Direction Can fear work alone?Can fear work alone? Increased Production through Your Commercial CRM21

22. Action Step(s) Embrace the power of labels.Embrace the power of labels. Reduce buyer pain with words.Reduce buyer pain with words. Create urgency for those remaining stagnant.Create urgency for those remaining stagnant. In CRM: Add fields for Client Relationship (Met vs Havent), Grade (A, B,C), Investment Profile (Risky, Average, Careful).Add fields for Client Relationship (Met vs Havent), Grade (A, B,C), Investment Profile (Risky, Average, Careful). Develop campaigns that speak to specific audiences. Same message said differently for each Risky, Average, and Careful clients.Develop campaigns that speak to specific audiences. Same message said differently for each Risky, Average, and Careful clients. Add field for Last Transaction Date and set an alert for when it hits certain lengths of time.Add field for Last Transaction Date and set an alert for when it hits certain lengths of time. Increased Production through Your Commercial CRM22

23. Market the Right Way Increased Production through Your Commercial CRM23

24. Schedule Manual Tasks Organize CRM so marketing tasks can be conducted by routine daily, weekly, monthly, and yearly.Organize CRM so marketing tasks can be conducted by routine daily, weekly, monthly, and yearly. Increased Production through Your Commercial CRM24

25. Automate the Rest Adoption is expected to increase by 50%.Adoption is expected to increase by 50%. 84% of top-performing companies already adopted.84% of top-performing companies already adopted. 53% higher conversion rate.53% higher conversion rate. 75% see ROI within 12 months.75% see ROI within 12 months. Increased Production through Your Commercial CRM25

26. Relevance Matters Emails deemed relevant returned 18 times more revenue than email blasts.Emails deemed relevant returned 18 times more revenue than email blasts. Increased Production through Your Commercial CRM26

27. Action Step(s) Schedule manual tasks.Schedule manual tasks. Automate as much of touches as possible.Automate as much of touches as possible. Be relevant.Be relevant. In CRM: Immediately following a conversation with a client, set tasks for next call and action item. Additionally, schedule tasks for team members.Immediately following a conversation with a client, set tasks for next call and action item. Additionally, schedule tasks for team members. Build campaigns for future, current, and past clients so they feel they are always being thought about.Build campaigns for future, current, and past clients so they feel they are always being thought about. Make all responses relevant by creating templates for each type of client and each location a lead can come fromMake all responses relevant by creating templates for each type of client and each location a lead can come from Increased Production through Your Commercial CRM27

28. #KWFR Innovate Increased Production through Your Commercial CRM28

29. Use Your Customers Study of the Superstar CustomersStudy of the Superstar Customers Increased Production through Your Commercial CRM29

30. Think Hands Off A relationship without talking?A relationship without talking? Growing sales cycleGrowing sales cycle Increased Production through Your Commercial CRM30

31. Open Your CRM to Your Team Increased Production through Your Commercial CRM31

32. Action Step(s) Use your customers.Use your customers. Think hands off.Think hands off. Open your CRM to the team.Open your CRM to the team. In CRM: Add a check box to track whether you have asked them the innovation question.Add a check box to track whether you have asked them the innovation question. Develop surveys to collect updated investor criteria.Develop surveys to collect updated investor criteria. Decide now what information or the way you would open your CRM to your team and grow into that model.Decide now what information or the way you would open your CRM to your team and grow into that model. Increased Production through Your Commercial CRM32

33. Be Results-Oriented Increased Production through Your Commercial CRM33

34. Develop Dashboards Align everyone.Align everyone. Map your purchase cycle and define stages.Map your purchase cycle and define stages. Iterate.Iterate. Drill down on reports.Drill down on reports. Integrate tasks.Integrate tasks. Make it pretty and mobile.Make it pretty and mobile. Increased Production through Your Commercial CRM34

35. Extrapolate Data and Shift Are you attracting enough leads?Are you attracting enough leads? How well is conversion rate on leads?How well is conversion rate on leads? How much is projected income?How much is projected income? Where is income coming from?Where is income coming from? How are campaigns performing?How are campaigns performing? Increased Production through Your Commercial CRM35

36. Action Step(s) Develop dashboards.Develop dashboards. Understand and shift.Understand and shift. In CRM: Decide what information you want to brag about then build those reports.Decide what information you want to brag about then build those reports. Meet regularly to review goals, cut unproductive projects, and evaluate new projects.Meet regularly to review goals, cut unproductive projects, and evaluate new projects. Increased Production through Your Commercial CRM36

37. Questions? Use it.Use it. Take baby steps.Take baby steps. Listen to it.Listen to it. Increased Production through Your Commercial CRM37

38. blog.kw.com/livefeed #KWFR #KWRI FOLLOW TALK Thank You! Please complete an evaluation form found in the back of your program guide.