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Engage in an over-arching discussion about how CRM can solve your organizational business challenges and demonstrate winning results. By illustrating the wide range of features available in CRM, join the team at BAASS, as we explore the benefit of installing cross functional CRM beyond ERP and contact management. Share your thoughts and ideas in an “around- the-room” open table discussion to help us quantify the relevant CRM requirements for your business.
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CRM Beyond Sales and CRM Beyond Sales and MarketingMarketing
Presented By: David BeardPresented By: David Beard CRM Principal at SageCRM Principal at Sage
Zainab SalihiZainab Salihi CRM Practice Leader at BAASSCRM Practice Leader at BAASS
Customer Relationship Management (CRM) is a set of strategies and processes designed to manage customer relationships.
It involves acquiring and developing knowledge about your customers and using this information to improve customer satisfaction and retention.
Why CRM?
CRM is now a “must have”–For many companies IT-enabled marketing, sales, and customer service is a source of competitive advantage
Why CRM now?
Increase Sales ProductivityImprove Sales Opportunities and Increase Close Rates
Optimize Marketing Spend and Maximize ROI
Enhances Customer Experience and Deliver Excellent Service
Reduce Costs by Automating Processes and Delivering Better Service
Why CRM now?
What are your business challenges?
CEOVP Sales FinanceITSalesperson Operations
Grow the Business
Improve Service
Monitor metrics
Fits in the Budget
Measurable ROI
Reduce costs
Increase Revenue
Increase Productivity
Simplify the sales process
Integrates seamlessly with existing systems
Ability to scale up and customize if needed
Hit my quota
Easy to Use
Mobile & accessible from anywhere
Improve Customer Service
Streamline Operations
Reduce costs
A Typical Organization
“I need to be able to calculate the cost per lead or click easily and accurately.”
“I want to optimize my marketing spend by reaching out to as many prospects as possible, especially through social networks.”
“I’d like to improve the quality of the campaigns and increase sales leads.”
The Business
What Marketing Wants…
Target the right companies with highly focused campaigns across multiple criteria
Calculate Real Return on investment on campaigns
Plan & execute campaigns with sales for Higher Quality leads
What Marketing Can Have
“I need to know what my sales pipeline looks like and identify immediate opportunities to close.”
“It take me a while to roll up all the line-of-business forecasts and I just want to do it once.”
“I need to check on my team’s performance and customer interactions every day.”
What Sales Wants…
The Business
Track and Monitor sales performance with a customizable dashboard view
Identify opportunities, revenue/budget variance, and assess forecast accuracy and product performance
Generate powerful analytics reports including win/loss, forecasts, performance metrics and more
What Sales Can Have…
“Sometimes it is hard to service customers because we don’t have a documented history of their previous calls.”
“Our processes are not automated so cases sometimes are not fully resolved.”
“We want to give great service but we lack actionable real time information.”
What Support Want …
The Business
– Monitor customer interactions with full visibility of service cases, updates and more
– Ensure complete case resolution with workflow from creation to resolution
– Increase call resolution and Improve quality of service with access to real-time information
What Support can have …
CRM Brings it All TogetherInformation in Disparate Locations Throughout the Company
User
Beyond Sales & Marketing
The Sage CRM Enabler
Sales
The only place you’ll need to look for everything you need to know about prospects and customers.
Marketing
Generate more leads through highly targeted campaigns.
Customer Service
Manage every element ofyour customer relationshipswith ease.
Award winning Sage CRM feature-rich software to help you every step of the way
Across your whole company
• Powerful e-marketing capabilities• Rapid lead-to-opportunity
management• Customer profile and analysis• Integrated telesales follow-up• Integrated attention grabbing
marketing templates• Over-arching campaign
management
Marketing Automation
• Opportunities, Leads and Sales Pipeline Management
• Forecasting and Reporting• Quotes and Orders Processing• Sales Workflow• Access anywhere, anytime
Sales Automation
• Case Management• Escalation and notification alerts• Workflow approval process• Knowledge base• Self-service web portal for customers
Service Automation
• Customizable interactive dashboard• Enhanced graphical reporting charts
with interaction & drill-down• Extensive suite of standard report
categories right of the box• Fully customizable reports to fit
specific needs
Reporting automation
• Support multi browser (IE, Chrome, Firefox)
• Powerful MS Exchange integration with easy point-and-click deployment
• Integrates with Twitter and LinkedIn• Access information from anywhere
Automating Technology
Builds on 30+ years of SMB heritage to deliver a CRM solution that is optimized to the needs of SMBs.
For 15,000 customers, 250k users , 70 countries
Easy to use and customize to adapt to your business
The Sage CRM Enabler
Informative PeopleEffective ProcessesInvaluable Technology
Increased ProductivitySatisfied CustomersReduced Costs
The Sage CRM Enabler
How is CRM used beyond Sales & Marketing?
CRM for Land Management
CRM for Project & Job Tracking
CRM for Time, Billing, and Expense Tracking
CRM for Shipping Opportunity Tracking
CRM for Event Management
CRM for Project Management with Advanced Workflow
CRM for Site/Property Management
CRM Self Serve Customer Service Portal
CRM for Course Management
CRM can be used to solve many UNIQUE business challenges
Summary
Automotive
Membership Organisations
Technology/ Software
Health/Sport
/Leisure
Services/ Retail
For companies like you …
“60% efficiency gains have been achieved across the entire business”.Ayda Hornak, Infrastructure and Innovation Manager, Waivestar Group
“…within three to four months of implementing the new system, we were able to achieve fifty per cent growth in the business.”
Steve Cumper, Founder, Medshop
ROI on the new system was achieved within 17 months. “Overcoming the account keeping overhead linked with duplication has saved us $55k per year in audit activity.”
Ian Lindgren, Chief Executive Officer, PayMe
“The software can take some credit for an 8 per cent improvement in customer satisfaction ratings as well as revenue growth.”
Chakri Wicharn, Information Manager, Fuji Xerox, Thailand
That gain measurable success …
Companies like you with BAASS
Thank you!
Talk to your Account Manager, email or visit our booth for more
information
CRM Beyond Sales and CRM Beyond Sales and MarketingMarketing
Presented By: David BeardPresented By: David Beard CRM Principal at SageCRM Principal at Sage
[email protected]@sage.com
Zainab SalihiZainab Salihi CRM Practice Leader at BAASSCRM Practice Leader at BAASS
[email protected]@baass.com
