CRM for Business Presented at the Arizona Hispanic Chamber of

Commerce Tech Forum on May 10, 2011 James Marzola President and CEO AbilityCRM

2

CRM Progression

• Rolodex, Business Card Files, Postcards, Spreadsheets •  Software Based Contact Managers

• Sales Force Automation • Customer Relationship Management

• Sales • Marketing • Service

3

Customer Relationship Management

• CRM ties activities together to increase revenue and profitability: •  Marketing - Lead Management •  Sales - Sales Pipeline •  Service – Timely Support •  Management – Informed Decision Making

4

Be Honest, do you…

•  Use Microsoft Word, Excel, Outlook, or Access to: • Organize and manage customer and prospect lists • Quoting templates • Customer service call logs/inquiries

•  Have shared folders on the network for: • Customer files • Quotes, Drawing, and other customer data

5

What if … All in One System…

•  Account Management •  Contact Management •  Pipeline Management •  Sales Management •  Lead Management

•  Activity Management •  Calendar Management •  Marketing •  Workflow •  Customer Service

Close deals faster

Discover insights

Enhance relationships

Attract more prospects

Keep customers

Improve service

That’s the Power of Productivity

By giving your people the right tools…

.

Sales Pipeline

On average, sales representatives spend only 36% of their time on actual selling activities.

Source: CSO Insights

Marketing / Lead Management

6 KEYS TO REMEMBER A Successful Approach to CRM

9

Building Blocks of Success

• Who are your Executive stakeholders • What are your metrics of success • Why are we doing this

10

What CRM is NOT

• Software in a box • Something you simply “sign up” for • An excuse for not addressing fundamental

business process change • Done without Executive Involvement

11

Implementation Basics

• Project Analysis and Understanding • Design & Planning • Personalization • Deployment and Training • Post-Deployment Support

12

13

What’s in it for me?

• User will not use the system • Enter minimum data • Enter poor data

• Work around the system

14

Overcoming User Challenges

•  Executive involvement •  Involve Key/Influential Users •  Invest in user training to maximize

efficiency •  Look for easy-to-use software

15

Words of Wisdom (after Deployment)

• Manage from CRM • Hold user group meetings for continuous improvement

• Turn data into useful information

•  Founded in 1998 •  Microsoft

•  Managed Partner - Dynamics CRM Gold Competency

•  Hosting Partner (www.alwayson-crm.com)

•  Member – Microsoft Dynamics Partner Advisory Board

•  Sage SalesLogix CRM Business Partner •  Headquarters in Scottsdale, AZ •  CRM Consulting

AbiltyCRM

For more information, contact us at: 15029 N. Thompson Peak B111-424 Scottsdale, Arizona 85260 480-726-5400 www.abilitycrm.com info@abilitycrm.com

AbiltyCRM