Increased Production Through Effective Use of Your Commercial Contact Relationship Manager

1. Increased Production Through Effective Use of Your Commercial Contact Relationship Manager Schuyler Williamson

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

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

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

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

6. New Customer Acquisition

7. Manage Customer Relationships

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

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

10. Grow Customer Loyalty Increased Production through Your Commercial CRM

13. Tactics for Growing Loyalty Increased Production through Your Commercial CRM

15. Promote Values over Products • Collect data on your client’s values. • Create campaigns that focus on what they care about most. Increased Production through Your Commercial CRM

16. Reciprocity • Surprise them with something – ANYTHING!! • 10 cents can change our mood • Can of Coke • Mints Increased Production through Your Commercial CRM

17. In CRM: 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. Action Step(s) • Provide clients with personalized treatment. • Appeal to a client’s values first. • Leverage the force of reciprocity. Increased Production through Your Commercial CRM

18. Develop Contacts in Database Increased Production through Your Commercial CRM

19. Embrace the Power of Labels • Politically active vs. “normal” Increased Production through Your Commercial CRM

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

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

22. In CRM: Add fields for Client Relationship (Met vs Haven’t), 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. Add field for “Last Transaction Date” and set an alert for when it hits certain lengths of time. Action Step(s) • Embrace the power of labels. • Reduce buyer pain with words. • Create urgency for those remaining stagnant. Increased Production through Your Commercial CRM

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

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

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

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

27. In CRM: 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. Make all responses relevant by creating templates for each type of client and each location a lead can come from Action Step(s) • Schedule manual tasks. • Automate as much of “touches” as possible. • Be relevant. Increased Production through Your Commercial CRM

28. Innovate Increased Production through Your Commercial CRM

29. Use Your Customers • Study of the “Superstar Customers” Increased Production through Your Commercial CRM

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

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

32. In CRM: Add a check box to track whether you have asked them the innovation question. 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. Action Step(s) • Use your customers. • Think hands off. • Open your CRM to the team. Increased Production through Your Commercial CRM

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

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

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

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

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

38. Thank You! Please complete an evaluation form found in the back of your program guide.