Creating an Effective CRM Strategy for a Nationwide Plumbing Company

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MAR3592CBE Section 01CBE Strategic Sales and Sales Management (11 Weeks) – CBE Online Course – 2024 Winter Quarter
Deliverable 7 – CRM Presentation
Deliverable 7 – CRM Presentation
Assignment Content
Competencies
Evaluate common sales strategies.
Differentiate between B2B and B2C sales strategies.
Synthesize the importance of customer service throughout the sales cycle.
Evaluate the key functions of managing a sales force.
Interpret management strategies for a business-to-business (B2B) sales force.
Assess software programs for sales management and customer relationship management (CRM).
Student Success Criteria
View the grading rubric for this deliverable by selecting the “This item is graded with a rubric” link, which is located in the Details & Information pane.
Scenario
Your one-person, one-van plumbing company has grown over the last 10 years into a nationwide enterprise consisting of 300 plumbers and vans that provides B2B and B2C plumbing services. You want your company to provide outstanding customer service—better than any other plumbing company out there. You also want your team to focus on ethical consultative selling, rather than transactional selling, and build long-term relationships. You’ve decided CRM software can help you achieve these goals.
Instructions
Give your plumbing company a name. Then create a PowerPoint presentation with a minimum of 12 slides (not counting the cover slide or reference slide) that discusses the following.
The difference between consultative selling and transactional selling.
The importance of ethics and building long-term relationships.
The differences between B2B sales and B2C sales and lead generation strategies.
The importance of customer service skills and expertise needed to support sales efforts.
How to incorporate customer service into your company’s sales strategy.
Which CRM program you will be using and why.
What customer and potential information will be entered into the CRM program.
How customer and potential customer information will be collected for your CRM.
Please keep the following in mind.
Use only key words or phrases on the slides, along with pictures and graphics to create visual appeal and a profession look.
Include at least one paragraph in the Speaker Notes section below each slide explaining the details of what you would say if you gave the presentation live.
Include citations and a reference slide, with at least 3 quality references, that follows APA guidelines.
NOTE – Be sure the documents contain proper grammar, spelling, punctuation, and sentence structure.
Resources
Library Databases:
Gale Virtual Reference (topic overviews & definitions)
Business Source Complete via EBSCO (articles)
Business via ProQuest (articles)
Encyclopedia Britannica Image Quest (images)
APA Guide
Click on the PowerPoint tab in the Business Writing Guide for support with developing PowerPoint presentations.
Submission

Struggling with where to start this assignment? Follow this guide to tackle your assignment easily!

Step 1: Understand the Scenario and Requirements

You are tasked with creating a PowerPoint presentation for a plumbing company that has grown from a small local business to a nationwide enterprise. Your goal is to use CRM software to improve customer service, focus on consultative selling, and build long-term relationships. You also need to discuss various sales strategies, the differences between B2B and B2C sales, and how customer service will be integrated into your sales strategy.

Step 2: Break Down the Required Content for Each Slide

Slide 1: Cover Slide
- Include the name of your plumbing company (e.g., “PlumbRight Solutions”).
- Your name, course details, and the date.
Slide 2: Introduction to CRM for Your Plumbing Company
- A brief overview of your company’s goals and why CRM software is essential.
- Explain how CRM will enhance your customer service and sales.
Slide 3: Consultative Selling vs. Transactional Selling
- Define consultative selling (focusing on problem-solving and relationship-building).
- Contrast with transactional selling (quick, one-time sales).
- Include visuals or examples.
Slide 4: Importance of Ethics and Building Long-Term Relationships
- Discuss the role of ethics in consultative selling (e.g., honesty, transparency, long-term value).
- Mention the benefits of building long-term relationships with clients.
Slide 5: Differences Between B2B and B2C Sales
- Explain B2B sales (e.g., dealing with businesses, longer sales cycles, larger contracts).
- Explain B2C sales (e.g., dealing with consumers, shorter sales cycles, more frequent transactions).
- Discuss how these differences affect sales strategies and CRM needs.
Slide 6: Lead Generation Strategies for B2B and B2C
- Different lead generation strategies for B2B (e.g., networking, referrals) and B2C (e.g., online ads, direct mail).
- Explain how CRM can assist in tracking and nurturing leads.
Slide 7: The Importance of Customer Service Skills and Expertise
- Emphasize the role of customer service in the sales process.
- Discuss key customer service skills (e.g., active listening, empathy, problem-solving).
Slide 8: Incorporating Customer Service into Your Sales Strategy
- How your sales team will be trained in customer service.
- Examples of customer service integration (e.g., follow-up calls, satisfaction surveys, personalized service).
Slide 9: Choosing a CRM Program
- Research CRM programs suitable for your plumbing company (e.g., Salesforce, HubSpot, Zoho).
- Explain why you chose the CRM software (e.g., ease of use, scalability, specific features).
Slide 10: Customer and Potential Customer Information for CRM
- What kind of customer data will be stored in the CRM (e.g., contact info, service history, preferences).
- Explain how this data helps improve customer service and sales performance.
Slide 11: Collecting Customer Information for CRM
- Discuss how you will collect information (e.g., online forms, phone calls, in-person visits).
- Emphasize the importance of data accuracy and security.
Slide 12: Conclusion and Next Steps
- Summarize the key points (CRM’s role in sales, customer service integration, B2B/B2C sales strategies).
- Outline the next steps for implementation (e.g., CRM software training, lead generation campaigns).

Step 3: Speaker Notes

For each slide, you’ll need to write a paragraph in the speaker notes section. The speaker notes should detail what you would say if you were giving the presentation in person. Here’s a sample for Slide 3:

Slide 3: Consultative Selling vs. Transactional Selling
- “In consultative selling, we focus on understanding the customer’s needs and providing solutions that create long-term value. This requires building a relationship based on trust, which contrasts with transactional selling, where the primary goal is simply closing the sale. For our plumbing company, we want to prioritize consultative selling to ensure that customers see us as problem-solvers and not just a service provider.”

Step 4: Visual Appeal and Professional Look

Use Key Phrases: Avoid too much text on the slides. Stick to bullet points, key terms, or phrases.
Include Graphics and Images: Use relevant images, icons, or diagrams to break up text and make the presentation visually appealing.
Ensure Consistency: Use a uniform font style, size, and color scheme throughout the presentation.

Step 5: References and Citations

Include at least three references in APA format on a reference slide at the end of your presentation.
Ensure you properly cite any sources used, such as articles, books, or websites, throughout the speaker notes and slides.

Step 6: Proofread and Edit

Before finalizing your presentation, make sure:

There are no spelling or grammar errors.
The content is clear and concise.
You’ve followed all APA formatting rules for citations and references.

Step 7: Final Tip

Be Creative and Practical: Think about how CRM software will really help your business and communicate this in an engaging way. Use the visual aids, examples, and real-world scenarios to enhance your points.

Good luck with your CRM presentation!

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