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
