Download - Happy Hour - July 2014
/CosmicUK
@Cosmic_UK
CRM11th July
Tech Updatewith
James Bull
Fire Phone• Firefly Technology• Dynamic Perspective• Mayday• 13 MP Camera with OIS
Oneplus One• 64GB internal storage - £269• 4G LTE• Quad core Snapdragon 801
processor• 3GB RAM• 1080p Display• 13MP camera• CyanogenMod OS
Google Cardboard• The Cheapest Virtual Reality
Headset available• Turns your phone into a VR
device• Made from readily available
materials
Android L• Improved notifications• Project Volta• Interlocking apps• New Design
IOS 8• Photos on all devices• Upgraded Messages• Notifications• Smarter Keyboard• Family Sharing
CRM
Do you know the value of each customer?
Do you follow up every sales lead?
Can you track sales-to-marketing easily?
Do your staff communicate effectively about client intelligence?
Can you track your sales pipeline?
What is a CRM system?
Benefits of CRM
Key functions
Main CRM systems
Top tips for implementation
Customer Relationship Management • Model for mapping company’s interactions
with current and future customers
Customer Relationship Management “System”• Technology to track, record and store
customer data and interactions• Data mine the information to increase
customer relations
CRM Model
ROI – on average £5.60 for every £1 spent on CRM implementation
CRM can increase revenue 41% increase revenue per sales person
27% increase is customer retentionEfficiencies of sales and marketing budgets by
23%
Business Benefits
Customer at the heart of the activity
• Contacts database– Contact details - name, address, telephone, email,
social media, etc.– Relationship mapping inside customer’s business– Point of contact & decision makers– Aggregate contact history– Subscriptions and membership management– Input once
• update across staff and business• update across integrated systems
Sales process & automation2
• Multi form input • New leads auto assigned• Sales tasks automated• Quotations created,
stored • Pipeline quotes reported• Sales activities reported
Customer support 3
– Reduce service response times– Improve customer resolution– Increase self service– Pull team together around customer
care
• Track and measure campaigns• Cross channels - email, SM, SEO, PPC, telephone,
mail• Track clicks, responses, leads and deals
• Campaign automation• Campaign management• Campaign reporting
Marketing process & monitoring 4
Serco InternalSerco Internal
• Social media & monitoring
• Brand listening• Scheduling social
media
Social media & monitoring5
Serco InternalSerco Internal
• Internal• Staff
conversations• Task assignment• Sharing news
on deals• Keeping
everyone in the loop
• Collaboration
Internal communications6
CRM Platforms
Free for 2 users
Integrates really well with other software• Xero• Mailchimp• Google Apps• Free up to 2 users• Simple easy to use • Great interface
Starts £45
6.3% share of marketplace
3.5m licences 2013
Fully integrates with Microsoft stack – Outlook – built in
Good UI
ConsiderationsDo you have time to implement it?Do you need every single feature?Is it easy to input or transfer your data?
Successful CRM implementations are
60% about people and culture…
30% business processes ….
and 10% technology