crm where high-tech meets high-touch #icca12 monday 22/10/2012

CRM: where high-tech meets high-touch

• Complexity of our industry and business processes

• What does CRM really mean to me… you… us… our industry?

• The evolution of technology for MICE Sales

• Why you should consider a purpose built CRM

What is CRM?CRM?

- The Wikipedia Definition:The Wikipedia Definition:

Customer Relationship Management is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.

MEETINGS INDUSTRY CRMCRM

• Centralized database for all information & activity

• Integrate all staff, departments and systems

• Automate and streamline tasks & processes

• Track and report all activity and impact

• Anytime, anywhere access via the web

• Make informed decisions using real-time data

• Communicate with clients, delegates, media and stakeholders

• Ensure best practices with structure

EVOLUTION OF SYSTEMS

Any system is better than no system at all

NO System nightmare

• Outlook

• Post it notes

• Cocktail napkins

• Duct tape

• Crazy glue

• Carrier pigeons

EVOLUTION OF SYSTEMS

• Excel/Email- “Databases are XLS and Outlook

• “Off the Shelf”- Microsoft Access or ACT!- Create your own database & functionality

• Custom Built-Designed & Developed by a single user/ organization

• Purpose Built / Multi-user- Designed for convention bureaus and congress centers- User groups drive further innovation

WHY A CENTRALIZED SYSTEM

The Multiple System Nightmare

• Duplication of effort

• Inaccurate reporting

• Inconsistent communication

• Data integrity issues

• Costly

WHAT YOU WANT IN A CRM SYSTEM

THE BENEFITS

• Increased productivity and efficiency

• Accurate, up-to-date information

• Improved communication and collaboration

• Provide better services

• Generate more business

• Happier customers and stakeholders

• Save time & money

• Prove value to communities and stakeholders

®

CRM TECHNOLOGY OPTIONS

CRM SYSTEMS

ORGANIZATIONS LARGE & SMALL

CRM MOBILE