Upload
mohammad-rixwan
View
215
Download
0
Embed Size (px)
Citation preview
7/31/2019 What is CRM..2011-09-13
1/37
What IS CRM?Rob Gillespie, Sales Account Executive
Premier Computing345 W Bearcat Drive
Salt Lake City, UT 84115801-487-8400 mobile 801-414-4421
7/31/2019 What is CRM..2011-09-13
2/37
Customer Relations Management orcommonly known as CRM
EnhancedInsight
ExtendConnections
Make ItEasier
Facilitate
CentralizedCommunication
within theCompany
Familiar InterfacesMany CRM
Solutions utilizeMicrosoft Outlookas their interface
Sales Force,
Marketing Campaignsand
Customer Service
7/31/2019 What is CRM..2011-09-13
3/37
What IS CRM?
Sales ForceAutomation
CustomerServiceMarketingCampaigns
7/31/2019 What is CRM..2011-09-13
4/37
Is Knowledge Power?
NO.the Application of
Knowledge is Power
7/31/2019 What is CRM..2011-09-13
5/37
What IS C.R.M?
Forester Review
A composite organization of 2,000 employees and 50 CRM users
would achieve a 3-year, risk-adjusted return on investment (ROI) of243 percent on a Microsoft CRM investment with a 4.1 monthpayback period, representing a $471,218 Net Present Value, andall the while providing an average NPV per user of $9,424 over
three years!
* Source: Peppers and Rogers GroupOptimizing Business Productivity Report 2011
7/31/2019 What is CRM..2011-09-13
6/37
What are some high levelCRM Benefits?
Increases Sales Productivity 40%-60% of Sales Activities are non-productive
Customer Service Productivity Savings Lower Costs Streamlining Sales Processes Leads to Lower Overall Sales
Costs Accelerated Sales Cycle Increases Revenues Shortening the Sales Cycle Decreases Costs
Marketing Cost Avoidance Lowers Sales Costs
Streamlining Marketing Processes Increases Revenues
7/31/2019 What is CRM..2011-09-13
7/37
What IS CRM?
Sales Automation Your People: Spend more time selling
CRM systems MUST be natural and familiar
Spend more time selling rather than learning the system
Contextual data visualizations
Mobile access
Minimize busy work
Put the right information at the fingertips of your sales personnel
7/31/2019 What is CRM..2011-09-13
8/37
What IS CRM?
Sales Automation Your Processes: Drive Sales Efficiency
Streamline approvals Quotes, Orders and Invoicing
Automate manual tasks with pre-designed Work Flows
Enforce best practices across the organization
Guided sales dialogs Consistent Messages when calling prospects/clients
Streamline goal tracking Pipeline Analysis
Meaningful interactions lead to new revenue opportunities
Embedded Miller Heiman Sales Methodology
InsideView
ZoomInfo Embedded Hoovers Integration
Focus on the Right Opportunity, at the Right Time with the Right Product
or Services Offerings
7/31/2019 What is CRM..2011-09-13
9/37
What IS CRM?
Sales Automation Your Ecosystem: Maximize Revenue Opportunities
Meaningful interactions with customers
360-degree customer view
Holistic lead and opportunity tracking
Insightful Analytics
Focus on the right opportunity, product and customer
Social Media Interface Twitter
Face Book
Linked In Others
7/31/2019 What is CRM..2011-09-13
10/37
What IS CRM?
Sales Automation - Continued
Familiar: Sales Tools That Are Natural and Personal
Lead to Cash Visibility: Track interactions, communications, offers, and orders
throughout the sales cycle
Centrally Manage: Manage email messages, appointments, tasks, contacts and
customer information from a single screen
Holistic Account Management: 360 degree of customer information
Intuitive Filtering: Quickly access the most important records with most
recently used lists, record pinning and real-time data filtering Security: Make sure the right people have EASY access to sales data with role-
based forms, personal views and field-level security
7/31/2019 What is CRM..2011-09-13
11/37
What IS CRM?
Sales Automation - ContinuedIntelligent: Information that is Insightful and Actionable
Intelligent Lead Management: Easily convert leads and automatically route
them to the most effective resource with intuitive lead management systems
More Effective Selling: Identify optimal products and pricing, track opportunity
and competitor details and instantly create quotes with deep opportunitymanagement capabilities
Guided Dialogs: Drive efficacy, increase conversion rates, and better capitalize
on cross-sell and up-sell opportunities with guided dialogs and call scripts
Actionable Analytics: Visualize key performance indicators (KPIs) with real-time
dashboards. Drill down to details behind the dashboard. Streamline Goal Management: Instantly define and track sales quotas at
individual, team, territory and organization levels
Real-Time Forecasts: Keep the pulse on sales performance
Comprehensive Auditing: Improve visibility into the sales process and help
identify areas for improvement
7/31/2019 What is CRM..2011-09-13
12/37
What IS CRM?
Sales Automation - ContinuedConnected: A Sales Organization that is United!
Insightful Connections: Uncover new opportunities and track influencers in the
sales process with the Connections feature and the Social Connector
Improved Team Selling: Enable greater internal collaboration and team selling
with team-based record ownership and real-time communication tools Centralized Document Management: Streamline the management of quotes,
proposals, orders, invoices and other sales documents with holistic document
management tools
Mobile Productivity: Continue to work the deal, engage with customers and
manage your sales pipeline with offline support and robust mobile devicesolutions
Consistent Processes: Streamline approvals, automate follow-up tasks and
enforce best practices across the sales organization with work-flows
7/31/2019 What is CRM..2011-09-13
13/37
What IS CRM?Sales Automation-continued
By taking advantage of the
ease of use and flexibility of
CRM, we were able to
reduce the cost of sales by
3% in three months andincrease sales staff
productivity by
approximately 20%, in turn
driving higher profit
margins and maximizing
cash flow. Ron Partridge,Group VP of Sales and
Marketing, Panduit Corp.
Our sales managers can meet with our reps on the
road or in their office and, with one click, get a
complete report on what leads we sent them, whats
been followed up on, or what needs to be followed
up. Randy Niederer, Director of Marketing, Unico
With a native looking client (i.e., Microsoft
Outlook) and robust feature set, we were able
to increase our user adoption by 90%,
increase time for selling activities by 15%, andincrease cross-selling opportunities by 200%.
Bart Hermans, Project Leader CRM, ISS
Belgium
7/31/2019 What is CRM..2011-09-13
14/37
What IS CRM?
Sales AutomationSample Pipe Line
Report
7/31/2019 What is CRM..2011-09-13
15/37
What IS CRM?
Marketing Automation Optimize your marketing efforts using familiar and intelligent
marketing capabilities of CRM software using flexible
segmentation tools, intuitive campaign management features,
robust workflows, and insightful analytics to increase the
effective of your marketing campaigns and programs.
7/31/2019 What is CRM..2011-09-13
16/37
What IS CRM?
Marketing Automation Your People: Empower your Marketers
Marketers should have a powerful CRM Marketing solution that works the
way they do
Marketing Campaigns MUST minimize busy work
Enable Marketing Staff to spend more time at their core competencies
Drive effective marketing programs
7/31/2019 What is CRM..2011-09-13
17/37
What IS CRM?
Marketing Automation - Continued Your Processes: Drive Marketing Efficiency
Automate marketing tasks
Ensure consistent follow-up
Enable greater synergy with sales
Efficiencies of Work Flows
Automate lead distribution
Simplify approvals
Implement marketing best practices
7/31/2019 What is CRM..2011-09-13
18/37
What IS CRM?
Marketing Automation Continued Your Ecosystem: Targeting Right Prospects
Target the right prospect
Direct more impactful communications and marketing plans
Marketing Analytics
360-degree customer view
Track efficacy of campaigns
Outbound Marketing vs Inbound Marketing
Impact of Social Media
Outbound Marketing/Inbound Marketing Video
http://www.youtube.com/watch?v=Q3yCB7AvvAkhttp://www.youtube.com/watch?v=Q3yCB7AvvAk7/31/2019 What is CRM..2011-09-13
19/37
What IS CRM?
Marketing Automation - Continued
Familiar: Marketing is Natural and Personal
Native Outlook Experience: Improve efficiency by centrally managing email
message, appointments, tasks, contacts, and customer information
Improved Data Management: Expedite data import jobs and improve data
quality with Import Wizards..a MUST in any CRM system
Pinpoint Segmentation: Identify high-probability prospects and instantly create
targeted marketing lists
Quickly Create Campaigns: Enable your sales and marketing staff to rapidlycreate impromptu campaigns
Simplified Communications: Whenever possible, simply your communications
with built-in mail-merge capabilities, email templates and ONE CLICK conversion
of email messages to CRM
7/31/2019 What is CRM..2011-09-13
20/37
What IS CRM?
Marketing Automation - ContinuedIntelligent: Campaign Information that is Insightful andActionable
Campaign Life Cycle Management: Define and track campaign budgets, tasks,
activities, and collateral with holistic campaign management tools
Intelligent Lead Management: Seamlessly track lead details across the
organization, zero in on high probability leads, and instantly route them
Streamlined Processes: Simply lead qualification, budget approvals, and follow-
up actions with flexible workflows and guide dialogs
Holistic Response Tracking: Drive closed-loop campaigns by tracking responses
and converting email responses to leads Real-Time Insight: Track key performance indicators and articular better ROIs
with real-time dashboards, reports and inline data visualization
Comprehensive Goal Management: Instantly track key goals, lead generation,
lead conversion and response rates against pre-defined goals
7/31/2019 What is CRM..2011-09-13
21/37
What IS CRM?
Marketing Automation - ContinuedConnected: Marketing that is Integrated and Collaborative
Permission Marketing: Streamline your permission marketing efforts through
automatic tracking of opt-in/opt-out preferences
Insightful Connections: Uncover new leads, identify influencers, and better
understand social trends Centralized Document Management: Fast-track the creation of marketing plans,
campaign collateral, and other documents
Improved Collaboration: Foster greater team collaboration and improve
campaign relevancy
Seamless Event Management: Improve the effectiveness of marketing eventsand easily track attendee data with built-in event management
Mobile Productivity: Access campaign information, marketing budgets and
other information using any web-enabled mobile device i.e., Mini PCs, iPads,
Galaxy, Thrive tablets
7/31/2019 What is CRM..2011-09-13
22/37
What IS CRM?
7/31/2019 What is CRM..2011-09-13
23/37
What IS CRM?
Customer Service Govt. 311 Call CenterWorld class customer experiences start with YOUR
people. A CRM system must arm customer service
professionals with a customer service and support
solution that combines the power of productivity withease of use. Case management, workflows,
dashboards, and knowledge management MUST be
part of a good CRM Customer Service system. It must
be natural, fast and efficient.
7/31/2019 What is CRM..2011-09-13
24/37
What IS CRM?
Customer Service Automation - Continued Your People: Boost Service Productivity
CRM Customer Service must be familiar, easy to use and purposeful
Customer Service must minimize administrative tasks
Must enable Customer Service Personnel to competently and quickly
handle a customer service issue
7/31/2019 What is CRM..2011-09-13
25/37
What IS CRM?
Customer Service Automation Continued Your Processes: Drive Service Efficiency
Efficient and consistent customer service processes drive high levels of
service quality
Maintains good customer service
Minimizes costs associated with service departments Guide service processes
Work Flow design and processes
Escalation efficiencies and Service Level Agreement monitoring
Streamline the efficiency of the overall service process
7/31/2019 What is CRM..2011-09-13
26/37
What IS CRM?
Customer Service Automation - Continued Your Ecosystem: Engage with Precision
Customers expect service that is fast, accurate and directly suited to their
needs
360-Degree customer service view
Holistic Case Management Insightful Analytics
Multi-Channel communications support
Engage customers with precision and consistency
7/31/2019 What is CRM..2011-09-13
27/37
What IS CRM?
Customer Service Automation - Continued
Familiar: Customer Service Tools That Are Natural and
Personal
Streamlined Case Management: Intuitive case creation, tracking, resolution and
escalation
Centrally Manage: Manage email messages, appointments, tasks, contacts and
customer information from a single screen
Advanced Personalization: Spend less time looking for information and more
time servicing the customer with personal views and most recently used lists
Full Interaction History: Track the details of every interaction, orders, contractsand cases
Service Response: Enable faster, more effective responses with built-in mail-
merge, email templates and one-click conversion of email messages
7/31/2019 What is CRM..2011-09-13
28/37
What IS CRM?
Customer Service Automation - ContinuedIntelligent: Information that is Insightful and Actionable
Service Scheduling: Manage field service appointments, facilities and resources
Purchase History: Track product purchasing history, contracts and key renewal
dates so agents can take proactive action and offer relevant services
Insightful Service Analytics: Deepen insight with out-of-the-box or configurabledashboards, drill-down analysis and inline data visualization
Service Queue Management: Build queues against any entity, user or team and
streamline work state management for improved efficiency
Service Record Auditing: Improve visibility into service and support activities
and effectively meet service level agreements (SLAs) Guide Service Processes: Streamline case resolution and escalations with guide
dialogs, automated processes and conditional formatting rules
Service Goal Management: Instantly track service goals, i.e., first call resolution
and average call times
7/31/2019 What is CRM..2011-09-13
29/37
What IS CRM?
Customer Service Automation - Continued
Connected: Service that is Collaborative and Responsive
Centralized Document Management: Manage cases, service contracts, FAQs,
and more
Knowledge Management: Up-level your customer service skills by creating,retrieving, and sharing knowledge through a shared knowledge repository
Service Team Management: Facilitate internal collaboration and coordinated
problem resolution with team management capabilities and real-time
communication tools
Web Self-Service: Empower customers to find answers, create their own cases,and schedule service appointments through the web 24x7
Unified Desk: Use your CRM solution to deliver a unified service desktop that
combines service applications within a single, streamlined interface
7/31/2019 What is CRM..2011-09-13
30/37
What IS CRM?
Customer Service Automation - Continued
How Customer Service Makes a Durable Difference
Reduces Administrative Costs
Increases customer understanding
Reduces inefficient communication Decreases mistakes due to lack of information based decision making
processes
Reduces time spent trying to find information for a customer
Great service doesnt always mean youll retain a client, but poor service drives
customers away
GOOD SERVICE MAXIMIZES CHANCES OF
HIGHER CUSTOMER RETENTION RATES!
7/31/2019 What is CRM..2011-09-13
31/37
What IS CRM?
With CRM, we were
able to reduce
escalations by 80% and
the cost per incident by
22%. It has been
essential in helping us
improve customer
satisfaction levels and
our ability to reduce
customer churn.
Umair Chaudhary, COO
Barclays Bank
One hour after implementing CRM, a dealer called
with an issue. With one click, the customer service
representative accessed the complete history of the
dealer and all of the related data to successfully
resolve and close the case with precision and speed.
Bede Braegelmann, Service and Marketing Manager,Polaris Industries
CRM has helped Jelly Belly reduce customer
churn by an amazing 50% by giving us a solution
that lets us standardize how we interact with ourcustomers and how we share data across
departments. Dan Rossman , VP IT, Jelly Belly
Customer Service Automation - Continued
7/31/2019 What is CRM..2011-09-13
32/37
7/31/2019 What is CRM..2011-09-13
33/37
What IS XRM?
Gartner Analyst Doug Laney first proposed, defined
and coined the term Extended Relationship
Management (xRM). He defined xRM as theprinciple and practice of applying CRM disciplines
and technologies to other core enterprise
constituents, primarily partners, employees and
suppliers.
Extended Relationship Management
7/31/2019 What is CRM..2011-09-13
34/37
CRM in a Nut Shell
Deployment of a World Class CRM system can
do more to increase revenue, increase customersatisfaction, increase customer retention and
DECREASE costs, than any other software
investment that a company can make!
F G
7/31/2019 What is CRM..2011-09-13
35/37
Forrester Group
7/31/2019 What is CRM..2011-09-13
36/37
Questions?
7/31/2019 What is CRM..2011-09-13
37/37
Thank You
Rob Gillespie, CAEPremier Computing, Inc.
801-487-8400 x 102