Download - Sage crm introduction by Triad Software
WITH SAGE CRM
Feb 2013Questions? Do email me at [email protected]
Shobha Moni, Director and Founder
DRIVING YOUR BUSINESS FORWARD WITH SAGE CRM…..
AGENDA
What is CRM? Common business issues faced by
companies today How CRM can help
Sales Marketing Lead Generation and Distribution Customer Service Business Owners and Finance team
WHAT IS CRM?
CRM is a business strategy designed to optimise profitability, revenue, and
customer satisfaction
In a more predictabl
e way
At a lower cost
Delivered in less time
More of them
Better qualified
opportunities
Higher Value
COMMON BUSINESS ISSUES FACED BY COMPANIES TODAY
SALESMANAGER
SALES EXECUTIVE
CUSTOMERSERVICE
MARKETINGMANAGER
BUSINESS OWNER
“Sales forecasts are difficult to create and time-consuming” “I sometimes spend
my whole morning trying to figure out
who I’m meant to follow-up with and
when”
“I need to know what the sales pipeline looks like quickly and easily”
“It take me ages to roll up all the reps’ forecasts
into a team forecast for my
boss”
“I need a quick and easy way for me to see how the business is performing at any given time” “I want to
maximise the productivity of
all my employees”
“I need to be able to calculate the cost per lead easily and accurately”
“Marketing campaigns are
difficult to manage and leads can go
missing”
“We don’t have an up to date log of all communications with customers” “Our
processes are not
automated so customer
issues sometimes
fall through the cracks”
BACK OFFICE
“I want to have access to the same customer information the front office has so I understand any customer issues when I am chasing payments”
“I don’t want to be wasting time re-
entering the same information into multiple places”
CRM DELIVERS COMPETITIVE ADVANTAGE
Multiple views of the customer
CRM delivers a single view of the customer for better customer relationship management, delivering real competitive advantage
3600 insight
Disparate Systems
DepartmentalCollaboration
DepartmentalCustomer
Insight
DepartmentalProductivity & Efficiency
CRM
Extended Enterprise
Collaboration
360 degreeCustomer
Insight
Org-wideProductivity & Efficiency
Single view of the customer
COMPETITIVE ADVANTAGE
One dimensional insight
Leveraging CRM forTransformative
Change
The Great Unwashed
First Pass Qualification
Qualified Lead
Forecasted Opportunity
First Interaction
Nurture Cycle
QSO
Identifiable engagement – registration on website,
attendance at event, request for call, click-through on email
Total population of touch points across all marketing activities – offline and online
Headline attribute(s) identified in First Interaction used to disqualify based on geography, company size etc
Orchestration of targeted, personalized and intelligent
nurture program to generate ‘Suspects’ from NN and IB
Qualified against specific sales criteria – product / service fit,
budget and decision maker
Intent and timeframe for purchase – converted from Suspect to Lead
Active sales opportunity committed to sales forecast with specific close probability
What is Sales / Marketing all about? $
Customer additions
Revenue growth
Margin growth
Database refinementProcess optimization
Enablement
through CRMCampaign Management
Social MediaE-MarketingPerformance
ManagementLead Capture &
ManagementData Segmentation &
EnrichmentProductivity & Automation Tools
Revenue Funnel
HOW CRM HELPS THE SALES EXECUTIVE Dashboards deliver a unified view
of all key sales information Real-time pipeline management
ensures focussed sales activity Forecasts can be prepared and
submitted in minutes Increases visibility on customer
interaction across departments Reduces time spent on
administration thereby increasing productivity
Automates quotation generation Leverages financial information
from the back-office system for accurate pricing, quotes and orders
Empowers sales staff to sell more effectively
Enables sales staff to focus on the most important sales opportunities
From Sage CRM
HOW CRM HELPS THE SALES MANAGER Dashboards deliver sales
management a unified view of all key sales information
Improves transparency in the sales pipeline
Real-time pipeline management ensures focussed sales activity
Enables quick and easy team forecast generation and improves sales forecast accuracy
Enables regular sales performance monitoring
Reduces opportunity slippage Optimises sales resources against
high-potential opportunities Maximises cross and up-sell
opportunities Empowers sales staff to sell more
effectively Enables sales staff to focus on the
most important sales opportunities Minimises sales administration and
maximises sales staff productivity
From Sage CRM
SOME SCREEN SHOTS
Sage CRM works for Sales Professionals
Who Sage CRM Works For
• Empowers them to sell more effectively
• Enables them to focus on the most important sales opportunities
• Helps them to reduce the amount of time spent on sales administration
Dashboards deliver a unified view of all key sales information
Real-time pipeline management ensures focussed sales activity
Forecasts can be prepared and submitted in minutes
o Leads not captured or tracked effectively o Leads not followed up on-time; no SLA; no escalationso Lack of clear criteria for handover to saleso No way to enforce formalized lead qualification and grading criteriao Unstructured, subjective feedback on lead qualityo Leads and opportunities are not associated back to their source or originating
campaigno No mechanism for re-cycling
How CRM helps Web-to-lead capture with campaign
landing zones Full lifecycle management Configurable lead qualification and
scoring capabilities. Rules-based, automatic allocation Alerts and notifications Lead-to-opportunity conversion
workflow Full audit trail and detailed KPIs
around qualification, conversion and close
Sage CRM works for Lead Generation and Distribution across dealers
HOW CRM HELPS LEAD GENERATION
HOW CRM HELPS THE MARKETING MANAGER
Empowers marketing staff to plan and execute highly effective campaigns Enables highly targeted customer communications Results in decreased cost-per-lead through automation Delivers insight into the lifetime value of customers Enables close alignment with the sales department and other key
stakeholders Enables market segmentation based on financial data from the back office Enables marketing staff to target the right companies at the right time Helps eliminate guesswork and optimise marketing resources Delivers full campaign planning encompassing above-the-line and below-the-
line activities as well as costs Combines actual campaign results with actual campaign costs to calculate
the real return on marketing investment
From Sage CRM
o Standalone activity – divorced from data and other marketing activitieso Manually intensiveo One-size-fits-all mass email; limited personalizationo Not intelligento High bounce rateso Oversaturationo Difficulty accommodating compliancy requirements
How CRM helps Full integrated within CRM Set and forget WYSIWYG template editor Intelligent nurture streams Automatic generation of lists based
on responses Supports mass personalization Powerful template editor Real-time performance management Advanced Spam checking Enforces compliancy requirements
and reporting
BENEFITS
Sage CRM connects to online integrated Email Gateway for bulk emails
SOME SCREEN SHOTS
Sage CRM works for Marketing Professionals
Who Sage CRM Works For
• Empowers them to plan and execute highly effective campaigns
• Enables them to target the right companies at the right time
• Helps them to eliminate guesswork and optimise marketing resources
Combines actual campaign results with actual campaign costs to calculate the real return on marketing investment
Full campaign planning encompassing above-the-line and below-the-line activities as well as costs
Define highly targeted marketing lists across multiple criteria
HOW CRM HELPS THE CUSTOMER SERVICE MANAGER
Helps reduce the amount of time spent on customer service administration thereby increasing the productivity of customer support representatives
Monitors service performance against SLAs Extends customer service through 24x7 web self-service options Enables customer service staff to leverage the knowledge of colleagues
through a centralised knowledge base Delivers a 360 degree view of customer information across front and back
office systems for easier issue resolution and improved cross-selling opportunities
Workflow automatically manages case allocation, progression and escalation; improving response times and ensuring no one ‘falls through the cracks’
Enables customer satisfaction measurement and benchmarking Dashboards deliver a unified view of all key customer service performance
information in real time
From Sage CRM
SOME SCREEN SHOTS
Sage CRM works for Customer Service Professionals
Who Sage CRM Works For
• Enables them to monitor customer service performance in real time
• Helps them to reduce the amount of time spent on customer service administration
• Enables them to leverage the knowledge of their colleagues
Dashboards deliver a unified view of all key customer service performance information
Workflow automatically manages case allocation, progression and escalation
Knowledgebase provides central repository for solutions that address common issues
HOW CRM HELPS THE BUSINESS OWNER Reports provide instant insight into business performance across multiple
criteria Delivers the ability to “sanity check” forecast data with full drill-down to
underlying details Enables easy insight into revenue/budget variance Enables real-time corporate performance management/insight at-a-glance
through dashboards Improves responsiveness to critical business issues Improves sales forecast accuracy and pipeline management Marketing budget and return-on-investment can be monitored in real-time Drives revenue business efficiency and performance leading to increased
revenue growth and profitability Leverages financial information from the front and back-office for a
complete view of the business
From Sage CRM
Move from overview forecast data to detailed underlying information with ease
SOME SCREEN SHOTSWho Sage CRM Works For
• Reports provide instant insight into sales performance across multiple criteria
• Ability to “sanity check” forecast data with full drill-down to underlying details
• Marketing budget and return-on-investment to date can be monitored in real-time
Analyse sales performance across multiple criteria
Combines actual campaign results with actual campaign costs to quantify marketing performance
Sage CRM works for Owner Managers, CEOs & Finance Staff
Saves time and minimises mistakes by avoiding duplication of data entry Improves customer service by using a single point of reference for sales orders Receivable followup - Credit control and the sales team have access to the
same financial information Ensures a fast response to significant events and routine tasks using alerts
BENEFITSWho Sage CRM Works For
Sage CRM works for Finance Staff too!
Grappling with Social MediaTypical Challenges Encountered by our Customerso Playing catch-up; have not operationalized social media; no policy or
governanceo No ownero Not integrated with other marketing activitieso Not integrated with customer contact recordso Difficulty embracing wide range of blogs, communities, micro blogs, video
podcasts etco Difficulty separating value from noiseo Measuring activity, not effectiveness
How CRM helps Manage social activities centrally Social feed aggregation from
Communities, blogs and other sources
Contact enrichment with Linkedin Track companies, contacts or
topics on Twitter Tweets presented as feeds Integrate Twitter into outbound
marketing campaigns Add Tweets to contact records Full audit trail
Performance Management & AnalyticsTypical Challenges Encountered by our Customerso Viewed as administration / overheado Multiple, disparate sources – finance, web analytics, E-Marketing, sales
forecasts etc.o Days spent pulling information togethero Tools are not intuitiveo Rigid formats; not easy to edito Historic snapshoto Not situational
How CRM helps Fully situational – KPIs baked into
the workspace Performance management in real-
time Team and individual dashboards Surface information and services
that are important to each individual Can be fully personalized Fully contextual - link dashboard
components; full drill down Empowerment drives opt-in Reporting Suite
Productivity & Automation ToolsTypical Challenges Encountered by our Customerso Disconnected customer information spread across applications, departments, users
and deviceso Spending too much time on administrationo Collaborating across teams and departments is challengingo Difficulty remaining productive while out of the officeo Time spent re-entering information from one system to the nexto Process bottlenecks impacting on marketing performance
How CRM helps 360 degree view of customer and
prospect data across departments and interactions
Mobile and Tablet support Team collaboration tools Graphical workflow orchestration Maps integration Task and calendar management Exchange integration
HOW CAN SAGE CRM HELP U– FACE….. Facilitate – document storage/ in context to opp
Eg: Discount approval Excel sheet, brochure, quote
Automate - Repetitive tasks through technology
Eg. New Year greetings mass email
Cut – Non value added tasks
Eg: Travel time to office to submit daily sales report
Enter data once / in central place
Eg: Analytical reports are easier to produce from raw data
Contact Management – admin support for data entry
Eg. Visiting card scanning, project database upload
Escalate – track important time stampsEg: Closed sales – bid bond to be collected from
customer, proposal submission to happen within 24hrs of demo
Own Customer intelligence – don’t lose accounts when you lose employees
Eg: New employee can take over accounts easily
HOW CAN SAGE CRM HELP U – FACE….CEO