back to basics crm: communicate. collaborate. compete
DESCRIPTION
We’ll be talking, and sharing case studies, about three themes that are essential for successful CRM deployment. Firstly why communication in the planning phase pays dividends in defining needs, committing to measures & building coherence across your company. Secondly, how collaboration can move CRM initiatives company-wide, enabling linkage of processes to unlock value & knowledge within a business. Finally, we will consider how CRM allows companies to better compete, with information on tap helping focus on a company’s strategic goals – now & in the future.TRANSCRIPT
Back to Basics CRMCommunicate. Collaborate. Compete.
Back to Basics CRM
A CRM programme offers business a rapid route to success and value
Communicate. Collaborate. Compete.
“A business strategy whose outcomes optimise profitability, revenue and customer
satisfaction… CRM technologies should enable greater customer insight, increased customer
access, more effective customer interactions, and integration throughout all customer channels and
back-office enterprise functions”.
-Gartner
CRM is…
“A business strategy whose outcomes optimise profitability, revenue and customer satisfaction…
CRM technologies should enable greater customer insight, increased customer access,
more effective customer interactions, and integration throughout all customer channels and
back-office enterprise functions”.
-Gartner
CRM is...
a Business Strategy, not a Technology
CRM is...
Communicate
Planning Pays Dividends•Define your needs•Commit to measures•Build coherence
Compete
Build upon your strategy•Information everywhere•Focus on strategic goals
Collaborate
Think company-wide•Not just for one area•Link processes for value•Leverage knowledge
Communicate. Collaborate. Compete. – back to basics CRM
Communicate
Planning Pays Dividends•Define your needs•Commit to measures•Build coherence
Define your needs …•Stakeholder analysis•Benefits prioritisation
Commit to measures …•Justify the investment costs - IRACIS
Build coherence•Clear descriptions of strategic objectives
Communicate. Collaborate. Compete. – back to basics CRM
Communicate
Planning Pays Dividends•Define your needs•Commit to measures•Build coherence
Safecall talks about the importance of communication with customers around the world …
Communicate. Collaborate. Compete. – back to basics CRM
Not just for one area …•Company wide benefits•Learn & grow with your plans
Link processes for value …•Processes that make sense for customers
Leverage knowledge …•Share the corporate wisdom
Collaborate
Think company-wide•Not just for one area•Link processes for value•Leverage knowledge
Communicate. Collaborate. Compete. – back to basics CRM
Cellular Solutions talk about the importance of collaboration across his company when it comes to customer care …
Collaborate
Think company-wide•Not just for one area•Link processes for value•Leverage knowledge
Communicate. Collaborate. Compete. – back to basics CRM
Information on tap …•Information anywhere, anytime
Focus on strategic goals …•Embed & evolve the implementation
Compete
Build upon your strategy•Information on tap•Focus on strategic goals
Communicate. Collaborate. Compete. – back to basics CRM
Taylor Cocks says their ability to compete in their marketplace just couldn’t be done with out a company-wide CRM solution …
Compete
Build upon your strategy•Information on tap•Focus on strategic goals
Communicate. Collaborate. Compete. – back to basics CRM
Communication, collaboration & competing effectively …
Requires a focus on a planned deployment and stakeholder investment.
Back to Basics CRMCommunicate. Collaborate. Compete.
Find out more
Sage CRM Solutions provide flexible and robust customer relationship management (CRM) solutions, including Sage ACT!, Sage SalesLogix and Sage CRM.
To find out more visit www.sage.co.uk/crm or call 0845 111 99 88.
Back to Basics CRMCommunicate. Collaborate. Compete.