asyma e3 2012 - customer relation management - build your business with crm - leanne lowe, rob...
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Asyma E3 2012TRANSCRIPT
Customer Relation Management – Build your
business with CRMRobert Greeno - Asyma Systems
Leanne Lowe – Sage
Agenda• Common issues for business and organizations
• Why do we experience problems
• What really is CRM?
• What do business and organizations need to grow?
– Collaboration
– Insight
– Productivity– Productivity
– Competitive advantage
• Why CRM?
• How will it help?
• And more
• Questions?
Common Business/Organization Issues
SALES
MANAGER
MARKETING
DONATION
MANAGER
OWNER
DIRECTOR“I need to
know what
the sales
pipeline
looks like
quickly and
easily”
“It take me ages
to roll up all the
reps’ forecasts
into a team
“I need a quick
and easy way for
me to see how
the business is
performing at
any given time” “I want to
maximize the
productivity of
all my
employees”
“I need to be able
to calculate the
cost per lead
easily and
accurately”
“Marketing
campaigns are
difficult to manage
SALES CUSTOMER
MEMBER
SERVICE
“Forecasts are
difficult to create
and time-
consuming” “I sometimes spend
my whole morning
trying to figure out
who I’m meant to
follow-up with and
when”
into a team
forecast for my
boss”
difficult to manage
and leads can go
missing”
“We don’t have an up
to date log of all
communications with
customers” “Our
processes
are not
automated so
customer
issues
sometimes
fall through
the cracks”
BACK OFFICE
ACCOUNTING
“I want to have
access to the
same customer
information the
front office has
so I understand
any customer
issues when I
am chasing
payments”
“I don’t want to be
wasting time re-
entering the same
information into
multiple places”
Why Do Organizations Experience These
Difficulties?
CRM can help build
Customer information is typically held in disparate locations right across the
company – leading to a myriad of problems
Outlook Marketing Remote Workers Finance Sales
CRM can help build
your business by
bringing all elements
together
CRM
User
What is CRM?CRM (Customer Relationship Management)– Sales
– Marketing
– Customer Service
– Productivity and task management
– Process automation
– Calendaring
– Alerts and escalation
What is Customer?What is Customer?– Client, patron, donor, consumer, vendor, member, home buyer/seller, subscriber,
distributor, etc…
CRM empowers your organization to manage relationships
5
Rolodex
Evolution of CRM
Sales Force Automation Contact and Calendar Management
Enterprise Collaboration
Relationship
Management
Customers & PartnersSales Marketing Support Finance
CRM Facilitates Collaboration
Web self-service
Internal External
CRM
CRM Provides Insight
Sales
Marketing
Distribution
Customers
Finance
Customer
Service
CRM delivers insight into customer information
across multiple departments – for a holistic view of
the customer
CRM
CRM Improves Productivity
Outlook
CRM
CRM that integrates with MS Outlook and delivers employees on
the road with always-available access to critical customer data
ensures maximum productivity
FinanceFinance SalesSales DistributionDistribution Customer Customer ServiceService
MarketingMarketing
CRM Delivers Competitive Advantage
Multiple views of the
customer
3600 insight
Disparate Systems
DepartmentalCollaboration
Departmental
CustomerInsight
Departmental
Productivity & Efficiency
Single view of the customer
One dimensional
insight
CRM delivers a single view of the customer for better
Relationship management, delivering real competitive advantage
CRM
Extended
EnterpriseCollaboration
360 degree
CustomerInsight
Org-wide
Productivity & Efficiency
COMPETITIVE
ADVANTAGE
Why would I need CRM?Is everyone working through a central portal to access data?
Do you track as many interactions with people as possible?
Does your sales, marketing, finance, support, and consulting teams interact with the same customers and prospects?consulting teams interact with the same customers and prospects?
Are leads potentially falling through the cracks?
Can anyone in your team pickup when someone is sick or on vacation?
11
Management Dashboards
Employee Dashboards
Team/Employee Calendar/tasks
Collection Management
• Sage CRM and MS Outlook synchronization for Tasks and
Appointments, contacts and emails
– Communications are associated with Accounts for
ingoing and outgoing emails
16
Going Mobile
• iPad & Smart Phone
– Where ever you have phone access – you are
connected
– Ease of use
– Sales staff and execs can work from anywhere, – Sales staff and execs can work from anywhere,
airport, car, hotel
Sage CRM for iPhone
Manage your customers on the move with
Sage CRM for iPhone
• Sage CRM for iPhone v1.1 comes with Sage CRM v7.1
• Enjoy a rich user experience, optimised for the iPhone
• Access real-time customer information, view customer cases and manage
opportunities and leads from your iPhone
• Quickly search for and update contacts, opportunities, leads and cases
• View your dashboard, calendar and communications and add new records View your dashboard, calendar and communications and add new records
quickly and easily
• View and run Sage CRM reports on the move
• Leverage native Apple functionality such as the date spinner and the
accelerometer
• Utilise the ‘click-to-dial’ feature to call contacts directly from Sage CRM
• Boost productivity with anywhere access to critical customer data
and More!!!
eMarketing for Sage CRM
Maps integration
Managing Social Media within Sage CRM (Twitter feeds)
Sage CRM Community (tools at your disposal)
Integration with Social media
Inbuilt LinkedIn Integration
Build your business with CRM
Social CRM is…
•“is a philosophy & a business strategy,
supported by a technology platform, business
rules, workflow, processes & social
characteristics, designed to engage the
customer in a collaborative conversation in
order to provide mutually beneficial value in a
Free anytime learning
course
www.sageu.com/accpac
5 minute overview video
www.youtube.com/watch?v=HYUErIx
YiPgorder to provide mutually beneficial value in a
trusted & transparent business environment.”
–Paul Greenberg (2009)
–http://the56group.typepad.com/pgreenblog/
The Sage ERP Learning Channel
www.youtube.com/user/SageUERPLea
rning
Interactive Documentation
www.youtube.com/user/SageAccpa
cDoc
Questions?We do more than measure value, we help create it.
Our expertise in management, accounting and technology can help you grow a successful business.
– Analyze & streamline business processes– Business improvement support – Customize business system design– Manage costs and enhance revenue– Technology enhancements
• Software selection• Implementation and training• Implementation and training• Ongoing support
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Phone 403-328-8188 Phone 780-448-9895 Phone 403-807-8985
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Toll free 1-877-448-9895