The Value of CRM Software: How did I live

without this stuff?Rob Greeno BSc (BusAdmin)

Agenda• What is Customer Relation Management (CRM)?

• CRM Facts

• Why is CRM so important?

• Alternative CRM systems and the right fit for your organization

– Four main determining factors

– Simple to Complex

– Integration Capabilities

• Demonstration• Demonstration

– Live

– Overview

• Keys to Success

• Is CRM right for you?

• Questions?

What is Customer Relation

Management (CRM)?

�Strategic – At a strategic level CRM is seen as a core business strategy (Customer centric)

�Operational – At an operational level CRM is concerned with automating parts of the organizationautomating parts of the organization

�Analytical – At an analytical level CRM is focused upon exploitation of customer data to drive more highly focused sales and marketing

CRM Facts• The Facts

– As many as 85% of companies that buy CRM software to automate sales efforts do not pick the right tools because they fail to define business objectives or develop processes for meeting objectives. Gartner analyst Robert DeSisto

– Typical business loses 10 to 30% of its customers per year (Net promoter – customer satisfaction) Frederick Reichheld, The Loyalty EffectEffect

– Increasing customer retention just 5% can increase profits by 25 to 95% Bain & Company

– Patronage by loyal customers yields 65% of typical business volume American Management Association

Additional Facts

More CRM Benefits. Benchmark studies reveal that CRM applications account for:

• Revenue increases of up to 41% per sales person

• Decreased sales cycles of over 24%

• Lead conversion rate improvements of over 300%!• Lead conversion rate improvements of over 300%!

• Customer Retention improvements of 27%

• Decreased sales and marketing costs of 23%

• Improved profit margins of over 2%

Why is CRM so important?

• Data Entry (Centralized Database)

• Customer Analysis

• Customer Service

• Prospect Tracking

• Internal Communication & Tracking• Internal Communication & Tracking

• Reporting

• Full integration (CRM, Outlook, Accounting)

Alternative CRM Solutions

Sage Accpac CRM, Entellium, Oncontact, Aplicor, Soffront, ADAPT Software,

Avidian, Epicor, Goldmine, Kana, NetSuite, Microsoft CRM, Consonant CRM, Oracle,

Parature, Pivotal, RightNow, Salesboom, Salesforce.com, SAP, SalesLogix, Saratoga

Systems, Siebel, SugarCRM, Surado, ACT!, amdocs, Appshore, Aprimo, Ardexus,

Astea, Aurum, Chordiant, Commence CRM, CSG Systems, Dendrite, eGain,

Enterprise Wizard, Everest, Infor, JD Edwards, LeGrand, Maximizer, NetOffice,

Peoplesoft, SalesJunction.com, Salesnet, Visitar, Infusion Software, Dataforce CRM,

BrainSell, Zoho, LeadMaster, VanillaSoft, Model Metrics, PipelineDeals, Tour de

Force, Balgord Software Solutions, Landslide, C2CRM, CRMG, PhaseWare, CNP, Force, Balgord Software Solutions, Landslide, C2CRM, CRMG, PhaseWare, CNP,

24SevenOffice, Exact Software, Revelation, Majestic, TechExcel, Commence,

ePartners, RunE2E, Stay-In-Front, Workbooks

Demonstration

Overview

What can What can

CRM do for CRM do for

you?you?you?you?

Overview: How will you and your business

benefit?

• Reduce cost and increase customer satisfaction

• Efficient internal communication process and procedures

• Create more selling time for your sales representatives

• Accurate sales forecasts and no surprises

• Higher lead conversion and more pipeline• Higher lead conversion and more pipeline

• Stronger pipeline for sales

• Increase your marketing ROI

• Integrated social media marketing

• And much more!

• CRM provides real 360

degree visibility on

customers across sales,

marketing, customer

service and accounts.

• For each individual

customer, users have

instant access to areas

CRM provides a full, 360 degree view of customer data

instant access to areas

such as:

• Opportunities

• Communications

• Cases

• Invoices

CRM provides for offline access and mobile access scenarios

CRM Self Service Portal’s allow customers to access CRM functionality

over the web

• CRM enables customers

to securely access CRM

functionality over-the-web

through the product’s

self-service functionality

• Customers can log new

support issues and can

also review the status of also review the status of

their open cases

• Where appropriate,

customers can also

access account details

Sage ERP &

Sage Suites

On Demand

Services

3rd Party

Applications

Connecting Your

Business

Connecting Your Sales,

Marketing & Customer

Service Teams

Connecting With Your Customers

& Partners

17

Align CRM programs with the business or organization

strategy!!

•Senior management buy in and commitment

•Company needs to plan, set goals and provide

appropriate feedback

Keys to Success

appropriate feedback

•Companies must understand the impact of

organizational culture

Is CRM right for you?

• Quantify the costs of each pain point

– What is the cost if the problem is NOT solved?

– What are the cost implications with not having process controls in place?

– What are the benefits of having access to the correct information?information?

– What is your return on your marketing dollars?

• It Depends

– Must determine return on investment (ROI).

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 coaching– Customize business system design– Manage costs and enhance revenue– Technology enhancements

• Software selection• Implementation and training• Implementation and training• Ongoing support

rgreeno@asyma.com

#490 220-4th Street South #200 10520-178th Street #1309 151 Country Village Rd NE

Lethbridge AB T1J 4J7 Edmonton AB T5S 2J1 Calgary AB T3K 5X5

Phone 403-328-8188 Phone 780-448-9895 Phone 403-807-8985

Fax 403-381-8057 Fax 780-447-4960

Toll free 1-877-448-9895