![Page 1: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/1.jpg)
[email protected] (888) 368-1237 © AvideonCRM LLC
IMTSedu Webinar
Focus on Customer Relationship Management
SpeakerRichard Wiklund, Salesforce Certified Consultant – CEO, AvideonCRM, LLC
![Page 2: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/2.jpg)
Rich Wiklund, CEO AvideonCRM
Founded in 1999, Avideon helps organizations improve their performance through the analysis of existing organizational problems and development
of plans for improvement primarily using the Salesforce.com platform.
[email protected] (888) 368-1237 © AvideonCRM LLC
Technology Partners
![Page 3: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/3.jpg)
Agenda
© AvideonCRM LLC
How do you know? Questions…Characteristics of CRM-Driven Business
Terminology
Where is CRM going?CRM Enterprise power by Social Media
How did we get here?
Common Pitfalls in CRM
![Page 4: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/4.jpg)
CRM© AvideonCRM LLC
Customer Relationship Management
INCLUDING
![Page 5: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/5.jpg)
SALES© AvideonCRM LLC
SFA : Sales Force Automation
![Page 6: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/6.jpg)
MARKETING
© AvideonCRM LLC
Integrated Marketing Automation Lead Management/NurturingSocial InteractionsQualified Leads
![Page 7: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/7.jpg)
SERVICE
© AvideonCRM LLC
Service Automation Case ManagementVOIP Integration
![Page 8: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/8.jpg)
FINANCE
© AvideonCRM LLC
Back-office Integration360-view of the customer
![Page 9: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/9.jpg)
CLOUD© AvideonCRM LLC
aka. The Web
IN THEIN THE
![Page 10: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/10.jpg)
Collectivelygenerating
© AvideonCRM LLC
Business Intelligence
![Page 11: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/11.jpg)
AcceleratingBusiness
Not just reporting on business.
© AvideonCRM LLC
![Page 12: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/12.jpg)
Customers feeling
Important!© AvideonCRM LLC
![Page 13: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/13.jpg)
Online
© AvideonCRM LLC
![Page 14: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/14.jpg)
Accessible
© AvideonCRM LLC
![Page 15: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/15.jpg)
Enabling
© AvideonCRM LLC
![Page 16: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/16.jpg)
Visibility. Access. Intelligence.
© AvideonCRM LLC
![Page 17: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/17.jpg)
© AvideonCRM LLC
What are the Characteristics of
a CRM-driven Business?
![Page 18: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/18.jpg)
“If we are all looking at the same numbers, we’re going to make those numbers look better …sales, marketing, finance, operations, HR, etc.”
Transparency
© AvideonCRM LLC
![Page 19: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/19.jpg)
Less variation in the pipeline.
Greater accuracy.
More accountability, more often.
Better sales process.
A Tighter Forecast
© AvideonCRM LLC
Transparency
![Page 20: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/20.jpg)
Who is doing the best job?Give ‘em the ball. Quantify performance metrics.View Resource Effectiveness.Less variation among resources.
Top Performers Shine
© AvideonCRM LLC
Transparency > Tighter Forecast
![Page 21: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/21.jpg)
Quantify service metrics.
Identify service level trends.
View service level effectiveness.
Less variation in service.
Enhance the Service Delivery model.
© AvideonCRM LLC
Transparency > Tighter Forecast > Top Performer Shine >
![Page 22: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/22.jpg)
Throughout the customer lifecycle – harness your collective intelligence to increase revenue and profitability.
Leverage Client Interaction at every touch point.
© AvideonCRM LLC
Transparency > Tighter Forecast > Top Performer Shine > Enhanced Delivery Model >
![Page 23: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/23.jpg)
Reports and Dashboards
At-A-Glance
2-3 clicks to substance
© AvideonCRM LLC
Transparency > Tighter Forecast > Top Performer Shine > Enhanced Delivery Model > Leverage Every Touch Point
Accelerate Growth with Business Intelligence
![Page 24: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/24.jpg)
© AvideonCRM LLC
Transparency > Tighter Forecast > Top Performer Shine > Enhanced Delivery Model > Leverage Every Touch Point > Accelerate Growth and Business Intelligence
? Considering this…Ask your company…
![Page 25: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/25.jpg)
How do you track information on your prospects and customers?
© AvideonCRM LLC
![Page 26: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/26.jpg)
What information do you gather to adequately plan for future demand?
© AvideonCRM LLC
![Page 27: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/27.jpg)
What does your partner ecosystem look like? How do you collaborate?
© AvideonCRM LLC
![Page 28: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/28.jpg)
How do you manage your OEM relationships?
© AvideonCRM LLC
![Page 29: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/29.jpg)
How do you handle customer support issues?
© AvideonCRM LLC
![Page 30: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/30.jpg)
How are you managing RMAs (Return Materials Authorization)?
© AvideonCRM LLC
![Page 31: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/31.jpg)
How do you manage customer product/feature requests?
© AvideonCRM LLC
![Page 32: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/32.jpg)
CRM should address these
questions.© AvideonCRM LLC
![Page 33: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/33.jpg)
Step Back
© AvideonCRM LLC
How did we get here? Where is it going?
![Page 34: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/34.jpg)
© AvideonCRM LLC
1960’s Mainframe Computing
1990’s Desktop
Cloud Computing
2000’s Mobile Cloud
Computing
2010’s Social
Revolution
1970’s Mini Computing
1980’s Client/Server Computing
Data Management
Apps
Business Logic Apps
Process Automation
Apps
Web Apps
Mobile Apps
Social Apps
Ten Year Computing Cycles10X more users with each cycle
![Page 35: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/35.jpg)
Social
© AvideonCRM LLC
Revolution
How many of you use Social Networks for Business?
Twitter, LinkedIn, Facebook…
![Page 36: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/36.jpg)
© AvideonCRM LLC
© AvideonCRM LLC
Source: Comscore, June 2011
2007 2008 2009 2010 2011
Social Users
Email Users
1.1billionsocial users
Social Revolution: Social Networking Surpasses Email
![Page 37: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/37.jpg)
2010
2011
Usage
Rest of the Web
Sources: Ben Elowitz, Wetpaint / comScore
Social Revolution: The Web is Shrinking, Social is Growing
![Page 38: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/38.jpg)
Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010.
2013E
1.6 billionmobile devices by 2013
Desktop
2007 20082009 2010 2011E 2012E
Laptops
Smartphones
Tablets
Device Growth
Social Revolution: Next Generation Devices Changing How We Access the Web
![Page 39: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/39.jpg)
© AvideonCRM LLC
Social Revolution: Employees Forcing an Unprecedented Pace of Change
![Page 40: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/40.jpg)
Listen & Analyze
Social Marketing
Product & Partners
Collaborate
Service &Engage
Integrate, Automate
and Extend
Connect & Sell
CustomersEmployee-Facing
NetworksCustomer-Facing Networks
Enterprise CRM
State of the Art Enterprise CRMIn a Social Revolution
![Page 41: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/41.jpg)
Logic/data PortabilityAny DeviceUbiquitous
Open
No HardwareNo Software
Fast
Automatic UpgradesPay-as-you-goMany Learning Resources
Easy
DemocraticCollaborativeEconomical
Everyone
The Platform: Multi-tenant Cloud Computing is the Core of the Enterprise CRM in a Social Network
![Page 42: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/42.jpg)
Customer Profile
It starts with a Customer Profile
![Page 43: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/43.jpg)
What do they ‘like’?
Where are they?
What are they saying?
How influential are they?
Who are they connected to?
Knowing Who They Are and What They “Like”…
![Page 44: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/44.jpg)
CustomersPartners
Point of Sale (POS) Data
Add All Your Data Sources To Complete The Customer Profile
Back Office
1010101010101010110101010101011010101010101101010101010101010101010101010101010101010101010
1010101010101010110101010101011010101010101101010101010101010101010101010101010101010101010
![Page 45: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/45.jpg)
The Employee-facing CRM
Collaborate
Service &Engage
Integrate, Automate &
Extend
Connect & Sell
Employee Network
Enterprise CRM
![Page 46: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/46.jpg)
Enterprise CRM
Customer Social Networks & Partner/Product Portals
The Customer-facing CRM
Listen & Analyze
Web/Social Marketing
Product & Partners
Integrate, Automate &
Extend
![Page 47: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/47.jpg)
Enterprise CRMSales
Enterprise CRMSalesConnect
& SellConnect
& Sell
Enterprise CRM
Sales: Connect and Sell
![Page 48: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/48.jpg)
Empower Your Sales Organization with the Enterprise CRM
World’s #1 Sales Application
Accounts & Contacts
Opportunities
Collaboration
Workflow
Analytics
File Sharing
Average Percentage Improvements Reported by Customers
![Page 49: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/49.jpg)
Enterprise CRMService
Enterprise CRMService
Service & EngageService
& Engage
Support: Service and Engage
![Page 50: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/50.jpg)
16,000+ Companies
Third-party Research of Average Improvements Reported by Customers
Social Monitoring
Contact Center
Dashboards & Reports
Agent Collaboration
Knowledge
Communities
Customer Service for the Social Enterprise
Service Cloud: Bring Your Customer Service into the Employee Social Network
![Page 51: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/51.jpg)
CRM EnterpriseIntegrated
CRM EnterpriseIntegrated
Automate & Extend250,000 Apps on the Salesforce.com AppExchange
Email / Web / Lead Nurturing / Finance / Back Office-ERP
Automate & Extend250,000 Apps on the Salesforce.com AppExchange
Email / Web / Lead Nurturing / Finance / Back Office-ERP
Cloud: Integrations
![Page 52: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/52.jpg)
Smarter Decisions made as a Team Partnering with Clients
Measure What Matters
Share & Collaborate on Metrics
Anyone Can Get Insights Fast
![Page 53: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/53.jpg)
© AvideonCRM LLC
Supply ChainAutomation
CustomerPortal
PartnerPortal
Collaborate
FieldService
Products
Listen & Analyze
CustomerSupport
Customer Sales
Channel Sales
The Customer
CLOUDState of the Art – Enterprise CRM
![Page 54: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/54.jpg)
Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing
ExecutiveTeam Operating
Expenses OFR/OTDLeading
InnovationsLeads by Source
ClosedBusiness Sales Pipeline
Revenue Trends
CustomerSatisfaction
Support Channels
Vision, Values, Metrics
![Page 55: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/55.jpg)
Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing
ExecutiveTeam
Supply Chain Marketing Sales Service
SupplierManagement
Materials Planning
Purchasing
Receiving
Workforce Management
Inventory Management
Production Planning Shipping
Lot and Asset Tracking
InnovationManagement
Product Dev & Quality
Launch Management
CampaignManagement
Search Marketing
Social Media
Content Management
Web SitesMulti-channel
Marketing
Key AccountManagement
Trade Fund Management
TerritoryManagement
Productivity Best Practices
Partner Management
eCommerce
Order CaptureCustom Products
Sample Requests
Call Center
Chat
Customer Portal
Knowledge Management
WarrantyManagement
Community Management
FieldService RMAs
R&D
Operating Expenses OFR/OTD
Leading Innovations
Leads by Source
ClosedBusiness Sales Pipeline
Revenue Trends
CustomerSatisfaction
Support Channels
Vision, Values, Metrics
![Page 56: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/56.jpg)
Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing
Finance & HR
ExecutiveTeam
Supply Chain Marketing Sales Service
BillingGeneral Ledger
& BudgetingCash
Management AP/ARPatent
TrackingEmployeeHelpdesk
PerformanceManagement
Time-offManager
VolunteerTracking
RecruitingManagement
SupplierManagement
Materials Planning
Purchasing
Receiving
Workforce Management
Inventory Management
Production Planning Shipping
Lot and Asset Tracking
InnovationManagement
Product Dev & Quality
Launch Management
CampaignManagement
Search Marketing
Social Media
Content Management
Web SitesMulti-channel
Marketing
Key AccountManagement
Trade Fund Management
TerritoryManagement
Productivity Best Practices
Partner Management
eCommerce
Order CaptureCustom Products
Sample Requests
Call Center
Chat
Customer Portal
Knowledge Management
WarrantyManagement
Community Management
FieldService RMAs
R&D
Operating Expenses OFR/OTD
Leading Innovations
Leads by Source
ClosedBusiness Sales Pipeline
Revenue Trends
CustomerSatisfaction
Support Channels
Vision, Values, Metrics
![Page 57: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/57.jpg)
Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing
InformationTechnology
Finance & HR
ExecutiveTeam
Supply Chain Marketing Sales Service
BillingGeneral Ledger
& BudgetingCash
Management AP/ARPatent
TrackingEmployeeHelpdesk
PerformanceManagement
Time-offManager
VolunteerTracking
RecruitingManagement
SupplierManagement
Materials Planning
Purchasing
Receiving
Workforce Management
Inventory Management
Production Planning Shipping
Lot and Asset Tracking
InnovationManagement
Product Dev & Quality
Launch Management
CampaignManagement
Search Marketing
Social Media
Content Management
Web SitesMulti-channel
Marketing
Key AccountManagement
Trade Fund Management
TerritoryManagement
Productivity Best Practices
Partner Management
eCommerce
Order CaptureCustom Products
Sample Requests
Call Center
Chat
Customer Portal
Knowledge Management
WarrantyManagement
Community Management
FieldService RMAs
IT HelpdeskAsset
ManagementPortfolio
ManagementProject
Management GovernanceOperations
ManagementChange
ManagementAgile
DevelopmentVendor
ManagementQuality
Assurance
R&D
Operating Expenses OFR/OTD
Leading Innovations
Leads by Source
ClosedBusiness Sales Pipeline
Revenue Trends
CustomerSatisfaction
Support Channels
Vision, Values, Metrics
![Page 58: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/58.jpg)
Enterprise CRM is powerful, but complex.
![Page 59: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/59.jpg)
© AvideonCRM LLC
2009 Forrester Research presents evidence that 47% of CRM projects fully meet expectations.
2009 Forrester: In a report titled, Answers To Five Frequently Asked Questions About CRM Projects, Forrester Vice President and Principal Analyst, Bill Band, presents evidence that under 50% of CRM projects fully meet expectations.
![Page 60: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/60.jpg)
CLOUDY?
© AvideonCRM LLC
What’s your forecast?
53% feel CRM is not meeting expectations.
![Page 61: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/61.jpg)
Avoid or fix common pitfalls in CRM deployment
![Page 62: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/62.jpg)
Clearly define business process, goals and objectives.
Expect 50% of an effective CRM deployment to be focused on clearly understanding your business process.
© AvideonCRM LLC
![Page 63: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/63.jpg)
Align Business Process with CRM Deployment
CRM technology does not replace effective management and business process.
![Page 64: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/64.jpg)
Describe effective CRM as critical to their success.Effective on-boarding andOngoing training important
Strive for Confident Users
© AvideonCRM LLC
![Page 65: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/65.jpg)
Data quality increases confidence.
Demand Validated Accurate Data
© AvideonCRM LLC
![Page 66: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/66.jpg)
No dupes. No garbage. No Clutter. Empower confident users to keep data clean.
Keep Data Clean
© AvideonCRM LLC
![Page 67: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/67.jpg)
Sales, Marketing and Service
Identify and Deliver Business Intelligence
© AvideonCRM LLC
![Page 68: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/68.jpg)
Have you had these frustrations?
How do you identify the issues?.
© AvideonCRM LLC
© AvideonCRM LLC
![Page 69: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/69.jpg)
Ask your team
© AvideonCRM LLC
© AvideonCRM LLC
![Page 70: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/70.jpg)
Does our CRM
improve forecast variability?
© AvideonCRM LLC
© AvideonCRM LLC
![Page 71: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/71.jpg)
Does our CRM improve service
level commitments?
© AvideonCRM LLC
© AvideonCRM LLC
![Page 72: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/72.jpg)
Does our CRMimprove lead
conversion ratios?
© AvideonCRM LLC
© AvideonCRM LLC
![Page 73: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/73.jpg)
Does our CRM identify actual sales
variability in real time?
© AvideonCRM LLC
© AvideonCRM LLC
![Page 74: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/74.jpg)
Does our CRM identify actual
service level in real time?
© AvideonCRM LLC
© AvideonCRM LLC
![Page 75: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/75.jpg)
Does our CRM reduce time to
escalate real sales and service need?
© AvideonCRM LLC
© AvideonCRM LLC
![Page 76: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/76.jpg)
Pick your battle, Fix it.
© AvideonCRM LLC
Develop Confident UsersSet Data Quality ExpectationsReduce VariabilityDemand Business Intelligence
![Page 77: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/77.jpg)
Effective CRM
© AvideonCRM LLC
Should be accelerating your business, not simply reporting on it.
![Page 78: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/78.jpg)
Sales
© AvideonCRM LLC
![Page 79: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/79.jpg)
Marketing
© AvideonCRM LLC
![Page 80: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/80.jpg)
Support
© AvideonCRM LLC
![Page 81: IMTSedu Webinar: Focus on Customer Relationship Management](https://reader035.vdocuments.site/reader035/viewer/2022062319/554f4373b4c905423f8b46ee/html5/thumbnails/81.jpg)
Questions? Thank you.
Rich Wiklund, CEO, AvideonCRM [email protected]
© AvideonCRM LLC
View the presentation online here at SlideShare.net, or by scanning the QR Code with your smart phone or tablet.